If you are experiencing any problems accessing the content provided on Hibernian TV we would like to help you find out what is causing the problem. Please read through the advice below and if you are still having issues e-mail customerservices@performgroup.com for further assistance.
System Requirements:
The service requires to be accessed using Internet Explorer 6.0+, and the latest Macromedia Flash plugin. Get the latest Macromedia Flash plugin.
A fast broadband connection (512kb or higher)
Any other configuration may not function properly.
Firewalls
If you have a Firewall (security hardware/software) or any other related security software running on your PC it may affect your access to the site. You should consult the manufacturer's manual or contact them directly regarding the package/hardware configuration.
Internet Connection
If you have an internet connection of greater than 256k such as broadband, but experience a lot of re-buffering when viewing the 256k stream, the problem is most likely to be caused by network congestion over your ISP connection. You can test out the current download bandwidth available to you using the following link http://www.speedtest.net/
Although you may think your broadband is fast enough, your internet provider can throttle some IP addresses attempting to access streamed video content, and can slow down the bandwidth available to you.
The results of these tests need to be over 400kbits/s in order to successfully stream the 256k videos, and please take into account fluctuations in local bandwidth. Please contact your Broadband provider directly to resolve these issues.
Macromedia Flash Player
It is recommended that you install the latest version of the Macromedia Flash browser plug-in. Download the latest version here
How do I know if my connection speed is good or bad?
You need to ascertain the true speed of your internet connection. For example a 1MB broadband connection does not necessarily mean that you enjoy a continuous 1MegaBit/Sec bandwidth download, it merely describes the maximum speed at which you can receive data. In reality the speed of your connection fluctuates.
I've tried the speed test and it appears to be enough, yet I'm still getting jerky playback - what now?
If you have an Internet connection of greater than 512k, but experience a lot of re-buffering ("jerkiness") when viewing the 300k stream, the problem is most likely to be caused by network congestion over your ISP connection. You can test out the current download bandwidth available to you by clicking here
The results of these tests need to be around 400kbits/s in order to successfully stream the 300k videos, and please take into account fluctuations in local bandwidth. Please contact your Broadband provider directly to resolve these issues.
Please also check through the advice contained in the 'System Requirements' section.
I Have Broadband, but the videos seem to be choppy. How can I make it faster?
The quality of the stream relies on several factors, including for example, the number of people sharing your bandwidth at any given time. This may come down to literally how many people in your street are currently browsing the internet. Or it may be how many people in your home or office are browsing simultaneously. Secondly, your connection speed can determine how smooth the viewing is - we recommend at least a 1MB broadband. Dial-up connections will not be satisfactory. The most common reason for experiencing jittery video playback is because of poor network conditions, all video footage released on this site should run smoothly with no gaps. If you are experiencing poor quality the reason for this must be either your software, system settings or network connection.
Please also check through the advice contained in the 'System Requirements' section
Audio will play but video does not appear
Ensure that your computer has a sound card, and you have the volume turned up. If you do have a sound card, the content that is being played probably uses compression software that is not installed on your computer.
Please also check through the advice contained in the 'System Requirements' section
I have done all the above but I still can't watch the Video
If you have a Firewall (security hardware/software) or any other related security software running on your PC it may affect your access to the site. You should consult the manufacturers manual or contact them directly regarding the package/hardware configuration.
Please also check through the advice contained in the 'System Requirements' section
If you are still experiencing problems after trying out these fixes please email the following information to customerservices@performgroup.com:
Which operating system are you using? (e.g. Windows 98,NT,2000 or XP)
Which browser are you using and which version number? (e.g. Internet Explorer, Firefox, Netscape or Opera) The version number can be obtained by clicking on Help on the Menu bar and then clicking on About. Please quote the full long number.
What ISP are you using, (e.g. AOL, Freeserve, NTL World etc.)
The site has been designed to run most effectively on the following: Internet Explorer 6 or later, Firefox 1.5 or later Netscape 7 or later and Opera 7.
I am repeatedly asked to Log into the site after the initial sign up page.
It may be that either your browser settings have disabled 'cookies' or you are behind a 'firewall'. To enable 'cookies' on your browser do the following:
For Internet Explorer - Click Tools > Internet Options > Security and click on the default level
For Netscape Navigator/Communicator - Click Edit > Preferences > Advanced and set 'cookies' to enable
For Internet Explorer another fix to try is:
Click Tools > Internet Options > Security > Custom Level > go to the heading 'cookies' and make sure that both 'enables' are clicked. Then go to 'scripting' and click the two 'enables' there.
My PC complains about pop-up blocking issues
Your computer is currently blocking pop-up windows, which means you cannot place a bet or view a race. Pop-ups are small windows that are launched by the page you are looking at and may contain advertising or other information. These can be blocked from appearing by third-party software such as the Yahoo! and Google toolbars, Zone Alarm and Norton products and if you are running XP with MS Service Pack 2 installed. Allowing pop-up windows will allow you to take advantage of all the features of this website.
How do I enable Javascript in my browser?
To enable JavaScript, follow the instructions below for your browser:
Internet Explorer (5 or higher)
1. Click "Tools" and then click "Internet Options".
2. Click the "Security" tab.
3. Click the "Custom Level…" button.
4. Scroll to the Scripting section.
5. Check 'Enable' under "Active scripting", "Allow paste operations via script", and "Scripting of Java applets".
6. Click the OK button.
Please consult the browser help section for further information concerning JavaScript settings on other types of browser
Subscriptions and accounts
How do I subscribe?
From the home page you can select which payment option you would prefer. Once you have selected a price option you will be required to set up a username and password (or, if you have already registered, please enter your existing username and password). You should then complete your payment details and submit your request. Please note that in times of high demand the payment process can sometimes take a few minutes to complete, please do not click buy again until you are sure no payment has been taken - this can be checked on the my account section of the site.
When I go to subscribe, nothing seems to happen.
The major cause for this is pop-up blockers. Please ensure that the browser itself is not blocking pop-ups. In Internet Explorer, this can typically be found in the Tools menu.
How do I cancel my subscription?
To cancel your subscription you should simply log in to the 'My Account' section of this site and follow the procedure to cancel your subscription. If you continue to be billed, or have any questions, then please email us at customerservices@performgroup.com
