Customer Support

Frequently Asked Questions

 

 

Player Features Back to Top

 

Playback Control Buttons

Located below the video window are a set of video control buttons, which include the ability to play, pause, fast forward, rewind, and move to the previous or next program. Pause and play are performed by clicking on the same button. The pause/play button changes depending on the current play state of the player. The fast forward and rewind buttons support multiple rates. The rate of moving through the content increases from 2x up to 16x speed by clicking on the buttons multiple times. Simply click on the play button to resume normal playback.


Video Window Size

The ability to change the size of the video window is available by clicking on the large or fullscreen button. This changes the viewing area to an area that can be adjusted to any size within the browser window. You can return to the previous video window size by clicking on the same button.


Status Window

The status window displays the current playback status of the player, including loading, playing, fast forward, rewind, etc. The status window also includes the current bit rate when video is playing or the rate of fast forward or rewind when navigating through video (2x, 4x, 8x, 16x).


Volume Controls

Drag the volume control slide bar to decrease or increase the volume level.


Video Timeline

Some versions of the Move Media Player include a program timeline. This enables you to "time shift" your viewing of the current program. You can move forward or back in the timeline by dragging the bar located below the timeline to the left or right. Clicking on any program in the timeline will shift the timeline to the beginning of that program and start playback at that point.


Time Index

Depending on your version of Move Media Player, there may also be a time index. A time index will always display the original broadcast time of the content and the current playback location.

 

  


Audio Video Playback Troubleshooting (Windows) Back to Top

What can I do if the video stalls or is slow in playing?

The Player tries to estimate and plan capacity for all video programming; however, at times the network experiences sudden surges in activity that exceed current capacity, often corresponding with the broadcast of popular programming. When this happens, the Player makes efforts to expand viewing capacity.

If you experience stalling or a poor experience, you may choose to drag the scrub button back in time several minutes in the program timeline below the video or wait approximately 30 minutes before viewing the programming to help alleviate the high demand and improve your personal viewing experience.


Why does audio or video playback stop and/or stall?

Playback should not stop or stall under normal circumstances. If playback stalls, you can usually recover and begin viewing by refreshing your browser or closing your browser and opening it again. These stalls should be rare but they will happen when Internet congestion prevents video delivery for an extended period of time.


Why doesn't audio and video play?

You may have a content filter, antivirus application, or proxy accelerator running that is preventing the download of video content. Please turn off these services and try again.


Why does audio play without video?

You may be watching the webpage on a dual monitor configuration. If you are, make sure that the video is on your primary monitor.

If you are not using a dual monitor and the problem persists, please check the Change Player Settings page.


Why does video play without audio?

First ensure your speakers are turned on and are not muted. If problem persists, please check the Change Player Settings page.


 


Uninstalling Move Media Player (Windows and Mac) Back to Top

 

How do I uninstall the Media Player?

The method of uninstalling the Media Player is different based on the computer platform you are using.


Windows

Follow these instructions to uninstall the Media Player for Windows:

  1. Click on the Start button and select Control Panel from menu
  2. Double-click on Add or Remove Programs icon
  3. Find Move Media Player for Internet Explorer or Move Media Player for Firefox in the list of programs
  4. Click on the Remove button
  5. Confirm removal

Mac OS X

Follow these instructions to uninstall the Media Player for Mac OS X:

  1. Open a Finder window.
  2. Click the Home icon (usually has your account name by it) in the Finder window.
  3. Click Library.
  4. Click Internet Plug-ins.
  5. Drag the Move Media Player plugin to the trash.
  6. Click Library.
  7. Click Caches.
  8. Drag the "Move Networks" directory to the trash.

 


General Questions and Technical Requirements Back to Top

What are the system requirements for the Networks Video Player?

Windows

Mac OS X