The video won't play—what's wrong?

Make sure you have the latest version of Adobe Flash Player installed. Videos on our site are streamed through an Adobe Flash Player. For the best viewing experience, we suggest you install the latest version of Adobe Flash Player after removing any old versions you may have installed.

1. Please completely uninstall Flash Player before reinstalling the latest version. To uninstall Flash, please follow Adobe's instructions, listed here: http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_14157
2. Once you're done, restart your computer and follow Adobe's instructions for reinstalling Flash: http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash

Make sure you have javascript enabled in your browser. Click here for step-by-step instructions.

Make sure you meet the minimum system and software requirements. Click here for details.

Make sure any Internet filters or firewalls are not interfering with the video playback. Click here for details.

Why does the video keep stopping and starting while I'm watching it?

This can happen due to any one of the following reasons:

• Connection Speed: If a video doesn't play continuously, it may be due to your connection speed. For the best viewing experience we recommend a broadband connection with at least 500+Kbps.
• Network Congestion
• Incorrect Browser: Click here to see system requirements.
• Incorrect Adobe Flash Player Version: Click here to see software requirements.

I can't hear the audio while watching a video. How do I fix this?

To make sure that you hear sound while watching videos, please try the following:

• You must have a working sound card on your computer.
• Check that your speakers are turned on and not muted.
• Adjust the volume control on your computer and speakers.
• Adjust the volume control of the Video Player using the speaker icon located in the bottom right corner of the playback window.
• Play another audio application to test/verify that your system audio is working.
• Check your headphone wires (if applicable).
• Ensure that the volume is up on other video players, such as Quicktime, Real Player, or Windows Media player, as this might affect the video player sound.

If these steps don't correct the issue, you may want to try the steps below:

For Mac users:

• Open "Applications" > "Utilities" > "Audio MIDI Setup"
• Check the properties for "Built In Output". Make sure it's set to 44.1 KHz

For PC users:

• Click "Start".
• Select "Run".
• Type: sndvol32
• Click "OK".
• Make sure the following are not muted and the volume is up: "Volume Control" and "Wave".

After updating, I still get prompted to update or the previous version is still installed.

You may need to restart your browser or machine to complete the update. Close the entire browser completely and test the Adobe Plash Player by opening www.icue.com. The Flash movie on the Welcome Page should play. If this does not work correctly, restart the machine and test again.

If you continue to have problems, go to the Adobe website:

• Trouble with Windows Installation: http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_15511&sliceId=1#install_win
• Trouble with Macintosh Installation: http://kb.adobe.com/selfservice/viewContent.do?externalId=tn_15511&sliceId=1#install_mac

I have installed Adobe Flash Player but still can't play any videos. What is wrong?

The most common reasons that Flash content fails to display are:

• Internet utilities blocking ActiveX: Some Internet Utilities, such as Norton Internet Utilities, perform functions similar to a firewall and may restrict viewing of ActiveX controls. You need to ensure that your firewall or utility settings are set to allow ActiveX controls or you will not be able to view Flash movies in Internet Explorer.
1. Click on Internet Explorer's Tools menu, and then on Options.
2. Click on the Security tab, and then on the Custom Level button.
3. Make sure the following options are checked:
1. Download signed ActiveX controls: Prompt
2. Download unsigned ActiveX controls: Disable
3. Initialize and script ActiveX controls not marked as safe: Disable
4. Script ActiveX controls marked as safe: Enable
4. Run ActiveX controls and plug-ins: Enable Click OK.
• Internet Explorer settings on a Macintosh: On the Macintosh, there is a setting in Internet Explorer to enable plug-ins. This setting is located in the Explorer > Preferences menu of the browser. In the Preferences dialog box, select Web Content under Browser Display. Then ensure that the Enable Plug-ins option is selected.

iCue uses Pop-ups, so if your browser blocks them, you'll need to adjust your settings to allow Pop-ups in iCue.

• To turn off the Pop-up Blocker in Internet Explorer:
1. Go to the "Tools" menu and select "Pop-up Block">"Pop-up Blocker Settings".
2. Enter the name of the site to allow and click Add.
• To turn off the Pop-up blocker in the Google Toolbar:
1. Click on the Google Pop-up toolbar icon.
2. Google will remember to allow Pop-ups from this site and the icon will change to reflect that Pop-ups are OK.

The Cache, or the Temporary Internet Files Folder, is a place where web browsers often store items such as web pages, images, cookies and downloads. By storing these items on your hard drive, it will speed up display time next time you visit a page in iCue. It's a good idea to delete these items periodically. Occasionally, out-of-date pages are displayed. Or if there are too many files in the Cache, it can slow down your computer's performance.

• To clear the cache for Internet Explorer 7:
1. Click "Start" and select "Control Panel".
   Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel".
2. Open the "Internet Options" icon.
3. Click the "General" tab if it isn't selected already.
4. Click the "Delete" button.
5. Under the heading "Temporary Internet files," click "Delete Files".
6. Click "OK" to exit.
• To clear the cache for Internet Explorer 6:
1. Click "Start" and select "Control Panel".
   Note: With Windows XP Classic View, click the Windows "Start" button and select "Settings" and "Control Panel"
2. Open the "Internet Options" icon.
3. Click the "General" tab if it isn't selected already.
4. Under the heading "Temporary Internet files," click "Delete Files...".
5. Click "OK" to exit.
• To clear the cache for Mozilla Firefox 1.5:
1. Open Mozilla Firefox on the "Tools" menu.
2. Select "Options" then the "Privacy" icon.
3. Click "Clear" across from the Cache option.
4. Click "OK" to exit.
• To clear the cache for Safari:
1. From the Safari menu, click "Empty Cache".
2. When asked "Are you sure you want to empty the cache?", click "Empty".
3. Click "Done".
4. Reload the page.

"Cookies" are small text files that are placed on your hard drive. This file records preferences and other data about your visit to iCue, allowing us to "remember" you on your next visit. Occasionally, Cookies can become corrupted. Just like the Cache, you may need to delete the Cookies stored on your hard drive in order for a page to be displayed correctly. . Please note: While clearing your cookies may resolve the problem, it will also remove your saved settings for sites you've previously visited.

• To clear Cookies for Internet Explorer 7:
1. Click "Start" and select "Control Panel".
   Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel".
2. Click the "Internet Options" icon.
3. Click the "General" tab if it isn't selected already.
4. Under the Browsing history section, click the "Delete" button.
5. Click the "Delete Cookies" button.
6. Select "Yes" if a box appears to confirm.
7. Click "OK" to close the window.
• To clear Cookies for Internet Explorer 6:
1. Click "Start" and select "Control Panel".
   (Note: In Windows XP Classic View, click the Windows "Start" button and select "Settings" and "Control Panel".)
2. Open the "Internet Options" icon.
3. Click the "General" tab if it isn't selected already.
4. Under the heading "Temporary Internet files," click on "Delete Cookies...".
5. Click "OK" for the "Delete all cookies in the Temporary Internet Files folder?" prompt.
6. Click "OK" to exit.
• To clear Cookies for Mozilla Firefox 1.5:
1. In Mozilla Firefox select "Tools" from the file menu.
2. Select "Options".
3. Click the "Privacy" icon in the top panel.
4. Click the "Cookies" tab.
5. Check the "Clear Cookies Now" button.
6. Click "OK" to save and close.
• To clear cookies for Safari:
1. Go to the "Safari" drop down menu.
2. Select "Preferences".
3. Select the "Security" icon at the top panel.
4. From the Security dialog box, click "Bookmarks".
5. Click "Show Cookies".
6. From the Cookie dialog box, click to choose cookies from www.icue.com, and click "Remove". Alternatively, if you want to delete all cookies, click "Remove All".
7. Click "Done".

How do I enable cookies on my computer?

• To enable cookies for Internet Explorer 7:
1. Click "Start" and select "Control Panel".
   (Note: With Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel".)
2. Click the "Internet Options" icon.
3. Choose the "Privacy" tab.
4. Click the "Advanced" button.
5. Under Third-party Cookies, select "Accept" or "Prompt" option.
   (Note: If you select the "Prompt" option you will be prompted every time a website attempts to send you a cookie., Click "OK".)
6. In the Internet Options window, click "OK" to exit.
• To enable cookies for Internet Explorer 6:
1. Click "Start" and select "Control Panel".
   (Note: Windows XP Classic View click the Windows "Start" button and select "Settings" and "Control Panel".)
2. Select the "Privacy" tab.
3. Click the "Advanced" button.
4. Place a check in the "Override Automatic Cookie Handling check box".
5. Under First Party Cookies, select the "Accept" or "Prompt" option.
6. Under Third Party Cookies, select the "Accept" or "Prompt" option.
   (Note: If you select the "Prompt" option you will be prompted every time a Web site attempts to send you a cookie, click OK.)
7. In the Internet Options window click OK to exit.
• To enable cookies for Mozilla Firefox 1.5:
1. In Mozilla Firefox select "Tools" from the File menu.
2. Select "Options".
3. Click the "Privacy" icon in the top panel.
4. Click the "Cookies" tab.
5. Check the "Allow sites to set cookies" checkbox.
6. Click OK to save and close.
• To enable cookies for Mozilla Firefox (Mac):
1. Go to the Firefox drop down menu.
2. Select "Preferences".
3. Select the "Privacy" icon.
4. Under "Cookies" mark the checkbox for "Allow sites to set Cookies".
• To enable cookies for Safari:
1. Go to the "Safari" drop down menu.
2. Select "Preferences".
3. Select the "Security" icon from the top panel.
4. Under "Accept Cookies" section select "Only from sites you navigate to".

JavaScript is a scripting language used by iCue to create certain functions, such as Pop-ups. If JavaScript is disabled on your computer, you will not be able to experience iCue at its best.

• To enable JavaScript in Internet Explorer 7:
1. From the browser's "Tools" menu, select "Internet Options."
2. Click on the "Security" tab.
3. Click the "Custom Level" button.
4. Scroll down to the Scripting section.
5. Select "Enable for Active Scripting" and "Scripting of Java Applets."
6. Click "OK".
7. Select "YES" if a box appears to confirm.
8. Click "OK" and close the window.
9. Reload the page.
• To enable JavaScript in Internet Explorer 6:
1. From the browser's "Tools" menu, select "Internet Options."
2. Select the "Security" tab.
3. Select the "Internet Zone" icon and select the "Custom Level" button.
4. Scroll down the Settings list to the Scripting item (you may need to double-click on icons to expand the lists).
5. Under the Active scripting item, choose the "Enable Radio" button.
6. Click "OK" and "Yes" to confirm and close the Security Settings dialog box, then "OK" again to close the Internet Options dialog box.
7. Refresh the current page.
• To enable JavaScript in Firefox 1.5:
1. Open Mozilla Firefox.
2. On the "Tools" menu, click "Options".
3. Click "Content" in the Options list.
4. Under the Content section, check the box next to "Enable JavaScript".
5. Click the "Advanced" button to open the Advanced JavaScript Options box.
6. Check the boxes under Allow scripts to section for actions that you want to allow.
7. Click "OK", and then "OK" again to confirm and close the dialog box.

If you continue to experience problems or issues with video/audio playback, please send an email to iCue Support, support@icue.com with the following details:

Your Information

• Name
• Title
• Email
• Phone number
• Best time to contact

Issue Description
Please describe the issue you're experiencing and include a screenshot. Provide confirmation that your PC meets the system requirements and software requirements as outlined above. Please provide the following information about your computer:

• Desktop Brand/Model
• Processor Type/Speed
• RAM
• Browser/Version Bandwidth (download speed in MB/sec or kb/sec)