JumpTV FAQ
Need Help with JumpTV? Here's some FAQ's that could be helpful, or check their site at http://www.JumpTV.com New User – Account Information How do I set-up an account? To create an account on JumpTV, choose the region from the home page tab menu, then the country of your choice. Select your channel, and then click on Subscribe Now. Fill out the form and click Submit to complete the transaction. You now have a JumpTV account! How does your billing operation work? The JumpTV accepts payments using Visa, Mastercard, American Express, and Paypal. Subscription for channel service is billed monthly, quarterly, or annually and renews automatically at the end of the period. JumpTV will automatically charge your credit card the appropriate amount at the beginning of each period for any channel you have a subscription for. For Pay-Per-View events and for Video on Demand titles, billing is not always recurring. Subscribers may cancel at any time and still enjoy the remainder of their paid for subscription.
What credit cards do you accept? We accept Visa, MasterCard, American Express, and PayPal. How do I update my account with a new credit card? 1. Go to the My Profile section of your My JumpTV and select “Account Profile”. 2. Enter the new credit card information and press Submit. 3. Your account has been updated. Can I use my debit card to pay for my subscription? No, JumpTV does not currently accept Debit Cards.
Does JumpTV offer packages or bundles of channels? Yes, JumpTV currently offers several packages of channels. You can see all the available packages by clicking here.
What is the JumpTV refund policy? JumpTV will honor any reasonable refund request for a subscription made within 10 days of the purchase. Current User – Account Information I cancelled my JumpTV subscription and would like to rejoin. Can I use my prior account information? Welcome back! Sign in as a Current Member. If you do not remember your password, you can click on the Forgot Your Password link. If your email address or other information has changed, you can update your account once you are logged in. I clicked Forgot Your Password and nothing happened. If you have a Spam blocker, the automatically generated email sent with your reset password may be blocked. If there was a typo in your email address when you signed up, or if your email address has changed and you have not updated your account, you will not receive your password. If this happens, please contact support on our support form. How do I change the billing information or credit card number that my monthly subscription is billed to? To confirm – can’t find information on this. 4. Go to the My Profile section of your My JumpTV and select “Account Profile”. 5. Enter the new credit card information and press Submit. 6. Your account has been updated. How do I change/upgrade my JumpTV package? Currently, the only way to change or upgrade to a package is to cancel your current subscription and add the new one. We will add an upgrade feature soon.
How do I change my user name? 1. You may not change your username. Once you pick a user name it is permanent for that account. If you must change it, please contact support. How do I change my password? 1. Go to the My Profile section of your My JumpTV and select “Account Profile”. 2. Enter your new password. You will be asked to confirm your old password. 3. Click Update. What should I do if I forget my password? 1. Go to the JumpTV login page http://www.jumptv.com/login and enter your username. 2. Leave the password field blank. 3. We will automatically send a temporary password to the email account you used to register for JumpTV. This password is only good for 24 hours, so you must change it to something personal (and memorable) once you log into your account. 4. Go to the My Profile section of your My JumpTV and select “Account Profile”. 5. Enter your new password. You will be asked to confirm your old password. 6. Click Update. If you entered your user name and left the password field blank and have not received a temporary password from us, it could be due to a few reasons: 1. The temporary password email is in your Junk/Bulk mail folder. 2. You’re checking the wrong email account: the password will always be sent to the email address listed on your Customer Info page. If you are still having trouble, please contact support. How do I add/cancel email updates from JumpTV? To add, change, or cancel email newsletters and alerts, you must log into the web site and go to My Profile section of your My JumpTV and select “Account Profile”. Uncheck the “Subscribe to JumpTV Newsletter” box and click “update”. How do I cancel my subscription? 1. Log into your account at http://www.jumptv.com/login by entering your username and password. 2. Go to the My Profile section of your My JumpTV and select “Channels”. 3. Next to the channel you are subscribed to change the subscription status to “cancel” and click “update”. 4. Follow the remaining instructions onscreen.
System Information What system requirements do I need to watch JumpTV? The JumpTV web site runs best on Internet Explorer version 6 and higher on Windows XP. It may work on other operating systems and browsers, but not reliably and some features may be limited or unavailable if you are running from a configuration that is not recommended. Recommended Profile: (July, 2006) Operating System: Microsoft Windows XP Home Edition, Professional Edition, or Media Center Edition Web Browser: Internet Explorer 6 or above Media Player: Windows Media Player 9 or above (download from the Microsoft web site here: Download) Processor: At least 500Mhz Intel Pentium/Celeron Family or AMD K6/Athlon/Duron Family or compatible RAM: 256MB RAM + Connectivity: Broadband (cable, DSL, or a T1 Line). Our streams are also compatible with windows mobile devices. Please note that new Intel Macs (Mac book, Mac Book Pro, iMac) do not support Windows Media yet and JumpTV service is unavailable to those users. Other General Settings: JavaScript turned ON - This is the standard setting for all browsers. The site will not work if JavaScript is turned off. Cookies enabled - This is the standard setting for all browsers. If cookies are disabled, you may experience difficulties viewing certain content. For help enabling cookies on your browser, please scroll down in this System Information section to see the question on cookies. Pop-up Blocker turned OFF - Some applications, such as the Media Player, are launched in separate pop-up windows. You may not be able to launch these applications properly if you have Pop-up Blocker turned on. Where do I watch JumpTV? As long as the computer meets the system requirements and has Internet access, you can login with your registered email address and password to access your subscription from any Windows XP computer anywhere at anytime. What you cannot do is use your subscription from more than one computer at the same time. If so, we will disconnect both computers using the same account, and lock the account until you login again. Once you have logged back into your account, you can continue to watch your channel. This can happen if more than one person is sharing the subscription and both of you connect at the same time. If you find sharing an account often leads to lock out, you might want to consider getting separate accounts. How do I connect my computer to a TV? You will need the proper S-Video, RCA or VGA output cables to link your PC to your television. For more information look here: http://www.weethet.nl/english/video_connect_pc2tv.php
How do I check the bandwidth available to me on my Internet connection? To view our 100k, 350k, 750k, and 1MB streams, you need more than that amount of bandwidth available (375 kbps for a 350k stream, for example). To check this in Windows Media Player while watching the channel, follow these directions: 1. Click on View. 2. Click on Statistics. 3. Click on Advanced.
You will see your connection speed here. Please note: Performing a separate internet activity while watching your channel can greatly affect the performance. We recommend closing all other programs. You can also check your available bandwidth and Internet connection at the following link: http://www.auditmypc.com/internet-speed-test.asp. To set the speed in Windows Media Player, follow these steps: 1. Click on Tools, then Options, then Performance. 2. Click on the Choose Connection Speed button and select your speed from the drop down box. Can I access JumpTV on a Macintosh? Unfortunately, JumpTV does not support Macintosh at this time. If and when Microsoft provides a new version of Windows Media Player for the Macintosh, we will support the Mac. How do I download and install the Windows Media Player? Click here, and then select the appropriate Windows Media Player for your operating system. After the download, open the installer and complete the installation. What are the optimal configurations for my media player? For the Windows Media Player Series 9, use the following configurations: 1. Pull down the Tools menu of your Windows Media Player Series 9 (or right-click on the embedded video screen), and select Options. 2. In the Player tab, be sure the Download Codes Automatically box is checked.
3. Be sure the Connect to the Internet (overrides other commands) box is checked. 4. In the Performance tab in the Connection Speed category, select Choose connection speed.
5. In the connection speed drop down menu, choose the speed that adheres to your Internet service. If you do not know your connection speed, contact your Internet Service Provider. 6. Select the Network tab.
7. Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP.) 8. Below in the Streaming Protocols section, click on the HTTP protocol. 9. Click Configure. 10. Change the Proxy Setting to Do Not Use a Proxy Server.
11. Click OK in the Configure Protocol window. 12. Click Apply.
What does it mean when the Windows Media Player is “buffering”? If you see a message indicating that Windows Media Player is buffering after the video has started playing, it means that the player ran out of data from the stream and has to wait to receive more data from JumpTV before it can start playing again. This can be caused by any of the following: 1. You are trying to view a stream for which your connection to the Internet is inadequate. For example, watching a 300k stream on a 64K ISDN or dial up connection. 2. Your Internet connection is temporarily busy with another task, such as downloading a large e-mail attachment or Web page in another window. This is especially true of dial-up connections, where the video requires nearly 100% of the connection to continue to play. 3. Your ISPs connection to the Internet is temporarily congested, due to traffic. 4. You are using a background application that requires Internet bandwidth, such as file sharing applications. 5. You are using an HTTP proxy connection for Windows Media Player, and the proxy server is not delivering data to you quickly or frequently enough. 6. Yes, it is true; the problem is occasionally on our side! Regardless of where the problem is, you can minimize the number of interruptions due to buffering by increasing the size of the buffer used by Windows Media Player. By default, Windows Media Player will buffer 3 seconds of video, which is sufficient in most cases. By increasing the buffer to a larger value, such as 10 seconds, your player will be able to continue to play even if there is a temporary slow down with your connection that lasts more than 3 seconds. You don't want to make the buffer bigger than you really need, because you must wait this amount of time initially before the video will start to play. How do I increase my buffer size? To increase your buffer in Window Media 9 or Windows Media 10, follow these steps: 1. Select Options from the Windows Media Player drop down menu.
2. Click on the Performance tab.
3. Under the Network Buffering section, change the seconds of content.
4. Click OK. What do I do if a firewall prevents my JumpTV connection? Firewalls are often used to protect computers from unwanted connections coming from the Internet. These unwanted connection attempts can often be initiated by unscrupulous 'hackers' trying to access your computer to install a computer virus or use your computer resources for unauthorized activities, such as sending 'SPAM' e-mail, or launching 'denial of service' attacks on other Web sites. If your PC is behind a firewall (or you think it might be), changing the settings for Windows Media Player may make it possible to view our broadcasts. Windows Media Player, which is the software that runs our "TV", can use several different ways to connect to our servers. Some connections may be allowed by your firewall, while others may be denied.
Audio/Video Troubleshooting What do I do if the audio is not working? Here are some suggestions to help isolate your audio problem: 1. Go to the main page on JumpTV.com 2. Click on any other channel page and see if the free preview is working. 3. Check the audio level on your computer by clicking on the Start button and going to Choose Settings, then Control Panel, then Sounds. Make sure the volume is turned up.
4. Play .mp3 or CD to check if the audio is working on your computer. 5. Make sure that you can get sound from your PC. Your PC needs to be able to play .WAV files or .MP3 files. 6. It is possible that the analog sound signal from your CD is hooked up correctly, but the digital PC sound is not. 7. If your PC can make sound (play a .wav file), then you may need to update your copy of Media Player so that it has the corrected modules for decoding and playing sound. You can download the latest version of Windows Media Player here: http://www.microsoft.com/windows/windowsmedia/mp10/default.aspx. 8. You may also need to update your video/audio codecs. See the “How do I update my video/audio codecs” FAQ on this page. 9. Finally, if you’re still having trouble, please go to our customer support form. How do I update my audio/video codec? In addition to an updated version of Windows Media Player, you also need to have the correct codecs installed to be able to see and hear our video. Please note: Internet Explorer can automatically download the required codecs (within the restrictions imposed by the security settings), but Netscape cannot. Once the codecs are installed, either manually or from Internet Explorer, either browser (Internet Explorer or Netscape) can use them. You can have Windows Media Player download codecs automatically by checking the appropriate box. To do this, click on Tools in Windows Media Player. From the following menu select Options. From the final menu select Player. Check the box to download codecs.
Why do I sometimes see a green screen? You may get the green screen due to bandwidth fluctuations or conflict with other media players/codecs.
Confirm that you have enough bandwidth (more than 375 kbps) on your end. To do this from Windows Media Player: -Click on View. -Click on Statistics.
-Click on Advanced.
How do I select full-screen mode and return to my channel page? You can transition to full screen mode by clicking on the button below the player window, you can double click on the video stream image, or you can right click on the video stream image as it plays and select full screen from the video size menu. To return to the regular size just double click again or press your “esc” key on your keyboard. How do I put a shortcut for my channel on my computer’s desktop? Internet Explorer 6: 1. On the My Channels page, right click the appropriate link. 2. Select Copy Shortcut. 3. Right click on the background of your desktop and click Paste. 4. You can then edit the properties of the “shortcut” on your desktop by right-clicking and selecting Properties. Mozilla Firefox 1.5: 1. On the My Channels page, right click the appropriate link. 2. Select Save Link As. 3. Navigate to your desktop and select Save. 4. You can then edit the properties of the “shortcut” on your desktop by right-clicking and selecting Properties. Browser Information How do I delete temporary Internet files in my browser? If you are having difficulty accessing JumpTV, you should clear out your browsers. If you receive a "Page Cannot Be Displayed" or similar error, deleting temporary Internet files in your browser should solve the problem. Here is how to clear the most popular browsers supported by JumpTV: Internet Explorer 6: 1. Pull down the Tools menu and select Internet Options. 2. Click Delete Files. (Click OK in the Delete Files window.) 3. Click OK. Mozilla Firefox 1.5: 1. Pull down the Tools menu and select Options. 2. Select the button Privacy on the top most part of the dialog box. 3. Select the Cache tab below. 4. Click the Clear Cache Now. 5. Click OK. Netscape 7: 1. Pull down the Edit menu and select Preferences. 2. On the left, open the Advanced submenu and select the Cache category. 3. On the right, click on Clear Cache. 4. Click OK. Safari on Mac: 1. Pull down the Safari menu. 2. Select Empty Cache. Netscape 7 on Mac: 1. Pull down the Netscape menu and select Preferences. 2. On the left, open the Advanced submenu and select the Cache category. 3. On the right, click on Clear Cache. 4. Click OK. Also, we recommend that you always type "www.JumpTV.com" directly into the address box of your browser, as opposed to using favorites or bookmarks. Even better, feel free to set www.JumpTV.com as your homepage! **Please see our Disclaimer regarding changing your computer's configuration.** How do I enable cookies on my browser? Check your Web browser's Help option for instructions on turning cookies on or off. Cookie settings are found in the browser's Tools or Preferences section. Below are directions on how to locate the cookie settings on the most popular browsers supported by JumpTV: Internet Explorer 6: 1. Pull down the Tools menu and select Internet Options. 2. In the Privacy tab, the bar on the right slides up or down, setting the cookie level. 3. Configure your browser to accept cookies, at your preferred level. Mozilla Firefox 1.5: 1. Pull down the Tools menu and select Options. 2. Select the button Privacy on the top most part of the dialog box. 3. Select the Cookies tab below. Netscape 7: 1. Pull down the Edit menu and select Preferences. 2. On the left, open the Privacy & Security category and select Cookies. 3. Configure your browser to accept cookies, at your preferred level. Safari on Mac: 1. Pull down the Safari menu and select Preferences. 2. Select the Security tab. 3. Configure your browser to accept cookies, at your preferred level. Netscape 7 on Mac: 1. Pull down the Netscape menu and select Preferences. 2. On the left, open the Privacy & Security category and select Cookies. 3. Configure your browser to accept cookies, at your preferred level.
**Please see our Disclaimer regarding changing your computer's configuration.** Can I use AOL as my browser when accessing my JumpTV subscription? JumpTV recommends that you use Microsoft Internet Explorer 6 or above however, many of our subscribers find that AOL version 9 and above does work. When using an earlier version of AOL in conjunction with JumpTV, you may get an "Illegal Operation" error message, or your browser may shutdown automatically, booting you offline. If you are booted offline when clicking on a channel and you are using AOL as a browser, simply use a different browser such as Internet Explorer. As long as you are using a separate browser, you can continue to connect to the Internet using AOL. Sign into AOL, minimize AOL, and then pull up a separate browser to go to JumpTV. On Windows 98, can I use Internet Explorer as my browser when accessing my JumpTV subscription? JumpTV does not support Windows 98 however on a Windows 98 operating system, Netscape is the most reliable browser in conjunction with JumpTV. If you are using Internet Explorer on a Windows 98 operating system and you encounter an error when clicking on a channel, use Netscape 7.1 (this is a free download at www.netscape.com). How do I access my player options when the player is embedded in the browser? When the Windows Media Player is embedded in the browser window, simply right-click anywhere on the video screen (or, in the media player functions go to Play, Stop, Fast-forward, Volume, etc.), and select Options from the dropdown menu.
You can also launch your media player from the Start menu and make changes directly in the stand alone player. All settings saved in the stand alone media player are transferred to the embedded player.
Contacting JumpTV Support How do I contact JumpTV customer support by email? To contact JumpTV customer support, please go to our customer support form where you can submit an email to our support team. Do you offer support in my native language? We currently offer email support in English, Spanish, Arabic, and French. What information will customer support need to help me as quickly as possible? If you have a problem not listed in these FAQ pages, please send us an e-mail describing your situation. Please include the following information, as it helps us to diagnose the problem: 1. Your type of computer (CPU & speed) 2. Your operating system 3. Your IP address 4. A detailed description of the symptoms of the problem 5. A list of what you've done already to correct things will allow us to suggest new solutions. This information is necessary to check our log files for information related to your connection attempts. It also allows us to confirm the results of a network trace to your location.
**DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION** Changing configurations of your computer is done at your own risk. In no event shall JumpTV be responsible or liable for any damage, failure, interruption or error to your computer and/or software or operating system with respect to any changes made based on the above suggested configurations. |
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