There are several steps that you may need to go through if you are having problems playing the Spurs TV program, so make sure you check all the following.

Enable JavaScript

If you are told to enable JavaScript for Click to Play streaming, please do the following:

Windows XP & Vista

Internet Explorer

1. Go to Tools then Internet Options
2. Click on the Security tab
3. Click on Custom Level
4. Scroll down until you see a section labelled Scripting Under Active Scripting, select Enable and click OK

Mozilla Firefox

1. Go to Tools then Options
2. Click on the Content tab
3. Make sure there is a tick in the box next to Enable JavaScript Click OK

Google Chrome

1. Right click the Google Chrome icon in your desktop, then click Properties.
2. Click Shortcut tab.
3. Add -disable-javascript parameter in the Target field.
4. Click the OK button.

Apple Macintosh

Safari

1. Go to Safari
2. Click on Preferences
3. Click on the Security tab
4. Make sure there is a tick in the box next to Enable JavaScript
5.Close Preferences

Mozilla Firefox

1. Go to Firefox
2. Click on Preferences
3. Click on the Content tab
4. Make sure there is a tick in the box next to Enable JavaScript
5. Close Preferences

Enable cookies

Internet Explorer Choose Tools, then Internet Options
Click on the Privacy tab
Click on the Advanced button
Tick the override automatic cookie handling box
Select Accept (or Prompt)
Click the OK button

Mozilla Firefox

Choose Tools from main menu, then Options
Click on the Privacy tab
Tick the Accept cookies from Site box
Click the OK button

Safari

Select Safari from main menu, then Preferences
Click on the Security tab
Select Always to Accept Cookies
Click the close button
Find more about cookies from http://www.aboutcookies.org/

This link will take you to a website outside the Perform Group. The Perform Group is not responsible for content or software downloaded from external sites.

Google Chrome

Please select the 'Spanner' icon in the top right hand corner of your browser screen
Select 'Options'
Select 'Under The Hood'
Ensure that the section for Cookies displays Allow All Cookies

Security program settings

If you see a grey screen with no download button or error message displayed, it may be that your security program is blocking access as is not listed as a trusted site. Check your security program's settings to see how to do this.

To clear the cache, please follow the instructions below depending on your web browser:

If you are not sure what browser you are using follow the instructions below.

From your browser menu bar select Help and then select 'Help' or 'About' depending on your browser.

IE6 (Internet Explorer 6)

Open Internet Explorer (one window only) and click on Tools then Internet Options.
On the general tab click on Delete cookies, then OK.
Now click on Delete Files then OK and OK again.
Now press "Ctrl" and F5 together.
Close and restart your browser.

 IE7 (Internet Explorer 7)

Open Internet Explorer (one window only) and click on Tools then Internet Options. In the middle of the General Tab in the area relating to Temporary internet files and cookies click on Delete Files then OK. Then "delete cookies" and "delete files". Then click OK. Now press "Ctrl" and F5 together. Close and restart your browser.
Now click on Tools>Internet Options> On the Security tab set the level to Medium. Then on the Privacy tab set the Privacy level to Medium-High.
Now click on Tools>Pop Up blocker and ensure that the pop up blocker is turned off.
Delete any shortcuts to the website in "favourites" and "bookmarks"
The above should clear any corruption and force your computer to download new cookies from the site.

IE8 (Internet Explorer 8)

Open Internet Explorer (one window only) and click on Tools then Internet Options. In the middle of the General Tab in the area relating to Temporary internet files and cookies click on Delete Files then OK. Then "delete cookies" and "delete files". Then click OK. Now press "Ctrl" and F5 together. Close and restart your browser.
Now click on Tools>Internet Options> Under the Browsing History heading please select 'Delete'
Please ensure that the Cookies, Temporary Internet Folders and History boxes are checked.
Now click on Tools>Pop Up blocker and ensure that the pop up blocker is turned off. · Delete any shortcuts to the website in "favourites" and "bookmarks" · The above should clear any corruption and force your computer to download new cookies from the site.

For Safari

Press Ctrl, Alt and E at the same time and this will ask you whether you wish to empty the cache - select 'Empty'
Delete any shortcuts to the website in "favourites" and "bookmarks"

In Opera

Select the 'Tools' menu and Advanced
Select Cookies
You will then need to delete the cookies one at a time
Delete any shortcuts to the website in "favourites" and "bookmarks"

In Chrome

Click on the spanner - top right corner
Select Clear Browsing Data from the drop down box
Ensure that Empty the Cache and Delete Cookies are checked
Select Everything from the drop down box
Click the 'Clear Browsing Data button
Delete any shortcuts to the website in "favourites" and "bookmarks"

In Firefox

Click the following link: Click here
Delete any shortcuts to the website in "favourites" and "bookmarks"

The quality of the stream largely depends on the connection speed you receive from your Internet Service Provider. We provide the stream at two speeds (450 kbps and 850 kbps). Please choose the option that matches your connection. You will need a connection speed of never less than 550kbps to view the slowest stream properly.

You must ensure that your Windows Media Player is the very latest version supported by your operating system (WMP 11 is the latest) and that it is set correctly. Open Windows Media Player and choose the Tools menu or click the arrow in the top right corner to see this option. Select Options. Choose Performance tab. Ensure that "detect connection speed" is set. Ensure "use default buffering" is set. Click Advanced and reduce the video acceleration. Click OK.

Limitations of Broadband.

Please remember that broadband connections are shared by location. This is known as the Contention Ratio. If many people in your area have the same Internet Service Provider then you will be sharing the connection with them. For this reason it may be better to view clips at a lower quality (speed) than normal to reduce the buffering breaks.

Although ISPs advertise various speeds for their broadband service, these are maximum speeds and are not always achieved. The routing chosen by your ISP to reach our servers can also have an effect on the stream. The more hubs that the stream passes though, the more likely there is to be a degradation of the video displayed. It may improve the situation if you disconnect from the internet completely then re-connect to get a different routing.

You can test your current speed here http://www.speedtest.net

If your speed is sufficient and you are still experiencing interrupted playback you can test your broadband line. To test your broadband line please click the following link Line Test

To save bandwidth, turn off any other browser windows that are open and close other applications that use the internet. Close as many other applications as possible to save RAM.

DRM works by issuing a licence to an authorised user when they request a video or audio service. This process is usually unnoticed by the subscriber and is done automatically. However if the receiving computer is not configured precisely that licence can fail to activate. If this happens several times the error message "number of licences exceeded" appears. This is because each username has a limited number of licences per day to prevent one username being used on several computers at once.

The licences automatically reset 24 hours after the last failed attempt.

For users of Windows 2000, ME or XP

Our records show that licences have been issued to your username to view the content of the site. It is possible that your computer has been unable to activate them because of corruption or an error in your DRM Folder.

The link below may assist you to resolve this problem. http://support.microsoft.com/kb/925705

1. Delete your DRM folder (C:\Documents and Settings\All Users\DRM)
2. Go to http://support.microsoft.com/kb/919589 and follow the instructions, which should take you to http://go.microsoft.com/fwlink/?LinkID=75378. As far as I can tell, the "Upgrade" button will not work without errors unless your DRM folder has been deleted. As mentioned on the page, you have to be administrator (or have administrator rights) on your local machine.
3. Go to any DRMed video (let's say a Match Highlight).
4. It will prompt you to update stuff, say yes, wait for the update. If that hangs, it's a problem with MS server. Or firewalls.
5. Click on "Close" once update is finished.
6. Refresh your page, your video should play. You might get a pop up advising - 'You have a license, click play'.
From Folder Options - View Tab, 'Show Hidden Files & Folders' needs to be checked AND 'Hide Protecting Operating System Files' needs to be unchecked.

For User of Windows Vista

If you are running Windows Vista, click Start, and then click Computer. Click Organize, click Folder Options, and then click the View tab.

You should then be able to see the DRM folder you will need to rename this to DRM Old.

Then re-start your web browser and the video should play.

In Windows Vista, the DRM folder is typically located at C:\ProgramData\Microsoft\Windows\DRM

Initially, if you have Windows XP (SP1) please download and install WMP Version: 10.00.00.3802 by following this link http://www.microsoft.com/windows/windowsmedia/player/10/default.aspx. If you have Windows XP (SP2) please download and install WMP Version: 11. by clicking here: http://www.microsoft.com/windows/windowsmedia/player/10/default.aspx If you are on Windows '98SE; ME; NT or Windows 2000 please download and reinstall WMP Version: to do so click here http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx?displang=en&qstechnology=

There is a problem with some Windows machines where the player appears disabled... all the buttons are greyed out. This is because the Windows Media Player defaults to the wrong proxy settings.

Follow these instructions to rectify this.

1. Open your Windows Media Player (Start Menu > Programs > Accessories > Entertainment or MultiMedia > Windows Media Player)

2. Go to the View > Options Menu.

3. Select the Advanced Tab

4. Select Streaming Media (Windows Media)

5. Under Protocols > HTTP select "No Proxy"

6. Select Apply and OK.

7. Close your Windows Media Player, and reconnect.

In Internet Explorer: Check ActiveX enabled

In IE it could be possible you've turned off ActiveX controls for security reasons. To check this: Go to IE, Tools -> Internet Options menu. Click the Advanced tab. Scroll down that list : When you get to Multimedia, ensure "Play videos in web pages" is checked. OK out of that. Next, have a look at the security options for the internet zone (click the Security tab, then Internet, then the "Custom Level" button).

On that list, under "Run ActiveX controls" ensure that's set to Enable or Prompt. OK out of that and restart the browser.

If you also get a further "Message Box" referring to a "script error" Please check your system clock is set to today's date.

The Spurs TV Live Coverage will be streamed in three different qualities, 450kbps, 800 kbps and 1mgps - your ability to stream at any of these levels will depend on the bandwidth that you can obtain. You will need a minimum of 500kbps to obtain the lowest stream available.

To test your bandwidth please go to - Speed Test

Once you have received your results - your download speed will need to be above 650kbps - for example see the image below which confirms the download speed available to this user

What Speed Setting Should I Use For Archive Highlights?

The Spurs TV Live Coverage will be streamed in two different qualities, 300kbps and 650kbps - your ability to stream at any of these levels will depend on the bandwidth that you can obtain. You will need a minimum of 400kbps to obtain the lowest stream available.

To test your bandwidth please go to - Speed Test

Once you have received your results - your download speed will need to be above 400kbps - for example see the image above which confirms the download speed available to this user

Please visit the following Microsoft Web site:

Microsoft Download Centre.
http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx?displang=en&qstechnology=

Please ensure that you load the latest version available for your operating system

Only the latest version of Flash, which Adobe provides for Windows, Macintosh and Linux, supports this. Click here to get the latest version for your computer.

This link will take you to a website outside Spurs TV. Spurs TV is not responsible for content or software downloaded from external sites.

If you still experience problems and only audio is heard in full screen, check your computer's video acceleration settings. Right-click (Windows) or Control-click (Mac) in the Click to Play window and select Settings, the first tab shown is for Display.

 

Remove the tick from the box next to Enable hardware acceleration.

Streaming allows you to play a program straight from Spurs TV, without you having to download the program to your hard drive first. Simply choose a program and Click to Play.

Don't forget that you have to be online for the entire length of the program to play it.

To use streaming on your computer you need to install Flash, a program which Adobe provides a version of for Windows, Macintosh and Linux. Click here to get the latest version for your computer.

This link will take you to a website outside Spurs TV. We are not responsible for content or software downloaded from external sites.

This streaming technology is similar to that used by other popular video sites, such as YouTube, Google Video or MTV, amongst others.

If you having trouble hearing commentaries or viewing video highlights, please try the following

The Video Won't Play

1. Please completely uninstall the version of Flash that you're currently running before upgrading to the most recent version. To uninstall Flash, follows Adobe's instructions, and click here

2. Once you have uninstalled the older version of Flash, you'll be able to upgrade to the most recent version available. To do so please follow the steps below:

- Restart you computer

- Follow Get Flash Player instructions for reinstalling the most recent version of Flash

- Once you have downloaded the latest version of Adobe Flash, please exit your web browser

- Finally, click to install the update that you have just download from the Adobe site

Once you have completed the above steps open your browser and try to view the videos again, you should have no further issues.

Windows Vista Users

If you have tried the steps above and this has not been successful at rectifying your issues, this could be due to a Microsoft Windows Vista permissions issue.

Please use your 'Windows Button' at the bottom left of your screen and then use the search function:

- Go to: C:\Windows\System32\Macromed\Flash\

- Right-click the following file: FlashUtil9b.exe or FlashUtil9e.exe

- Select 'Run as Administrator' and install the update

- Restart your PC

Can't Hear Audio

To make sure that you hear sound whilst watching videos or listening to commentaries please try the following in the first instance:

- Adjust the volume control on your computer and speakers

- Adjust the volume control located in the lower left hand corner of the Player on the web page you are viewing

- Ensure that the volume is up on the other video players, such as QuickTime, Real Player or Windows Media Player, as this might affect the video player sound.

If these steps do not correct the issue and you still have no sound when playing the video, you may want to try the following steps:

For PC users

1. Click 'Start'

2. Select 'Run'

3. Type: sndvol32

4. click 'OK'

5. Make sure that the following are not muted and the volume is up for 'Volume Control' and 'Wave'

Make sure that you have your sound card selected as the Default device:

1. Click 'Start'

2. Select 'Control Panel'

3. Open the 'Sound and Audio Devices' icon

4. Click the 'Audio' tab

5. under 'Sound playback' set the Default device to your sound card, not your webcam/modem.

6. Click 'OK'

For MAC

1. Open Applications -> Utilities -> Audio MIDI Setup

2. Left side of the window, halfway down there is a selection box for "Properties For:" - select "Built-in Audio" here (should have the Apple logo next to it).

3. Under that you'll see a series of drop boxes under Audio Input. Find the one marked "Format:" and change it from "96000.0 Hz" to "48000.0Hz". Close Audio MIDI Setup and try something with Flash audio.

If you're still having trouble, check to see if you system meets the requirements for the running the video player:

1. Macromedia Flash Player 10+

2. Windows 2000 or higher with updates installed

3. MAC OS X 10.3 +

4. Internet Explorer 7.0+, Safari, Firefox, Chrome

5. Broadband connections with 650+ Kbps

Streaming allows you to play a program straight from AOTV, without you having to download the program to your hard drive first. Simply choose a program and Click to Play.

Don't forget that you have to be online for the entire length of the program to play it.

To use streaming on your computer you must have the latest version of Windows Media Player for highlights.

Highlights coverage is available for Windows via Windows Media Player - please go to http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx?displang=en&qstechnology to download the latest version for your computer.'

Make sure that your computer has a sound card to play the audio. If you do have a sound card, the content that is being played probably uses a compression codec that is not installed on your computer. To make sure that you have all of the codec's that are currently supported, reinstall or upgrade Windows Media Player.

To do so, visit the following Microsoft Web site: Microsoft Download Centre . http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx?displang=en&qstechnology=

Windows Media Player 9+

1. Open Windows Media Player and right click on the menu bar and select Tools (If you have WMP 10/11 you may need to click the arrow in the top right hand corner to see this option)

2. Then select options

3. In the Player tab ensure Download Codec's Automatically is checked

4. In the Privacy tab ensure Acquire Licenses Automatically or Download Usage Rights Automatically when I play or sync file is checked

5. Select the Help tab

6. Choose Check for player updates

7. Ensure Download Codec's Automatically is checked

If you are still having problems after trying this please click on the following link and download the codec package http://www.microsoft.com/downloads/details.aspx?FamilyID=06fcaab7-dcc9-466b-b0c4-04db144bb601&displaylang=en

These settings should ensure your media player is always up to date and will update itself if any new codec's are to be downloaded.

This issue may also occur if there is not enough bandwidth to play both audio and video. You may receive sound even though the video is not present because audio requires less available bandwidth.

You can also try the following:

Video Acceleration

Please follow the instructions below

Click Start

Select Control Panel

Select Display

Then Settings - Advanced

Troubleshoot

Video Acceleration slider - move this to none and then apply.

Go back to the page you were viewing and press ctrl + F5.

This process is completely reversible and we recommend that you save this email for future reference as it can affect the playback of other devices such as DVD.

BROWSERS

- Internet Explorer 7.0.5730.11

- Firefox 3.0.4

- Safari 3.1.2 (525.21)

- Opera 9.6.4

- Google Chrome 3.0.195.21

OPERATING SYSTEM

- Windows: XP or Vista

WINDOWS MEDIA PLAYER

- Windows Media Player 11 - 11.0.5721.5260

Following the rapid growth of a range of video and stream sharing websites over recent months, a significant volume of content which is provided on an exclusive basis to subscribers was being made freely available on the Internet. We have to have a solution that will satisfactorily safeguard the content.

This has required us to DRM the content and due to changes made recently we are no longer able to support Apple / Mac products. Please be advised that this has been forced on us by Microsoft and not a business decision made by Perform or its partners.

This has been extended to all our sites and services including PDCtv, if you can access the service from a Windows machine supporting the above products, please do so.

We have invested heavily in this technology along with our customers, all of our content is in this format, therefore we continued with this platform when introducing a DRM solution for our clients.

Cookies are small files, stored on your computer and used to authenticate you after you have logged in initially. If you do not permit Cookies from World to be stored on your local computer, you will not be able to gain access to the site.

Internet Explorer 6 & 7

1. Start Internet Explorer.

2. Select the Tools menu and then Internet Options.

3. In the next window select the Privacy tab at the top of the screen.

4. Click on the Default button at the bottom right of this section.

5. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.

6. Click the OK button at the very bottom of the window to accept your changes.

7. Stop all instances of Internet Explorer to ensure settings are applied properly.

Internet Explorer 8

1. Start Internet Explorer.

2. Select the Tools menu and then Internet Options.

3. In the next window select the Privacy tab at the top of the screen.

4. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.

5. Click the OK button at the very bottom of the window to accept your changes.

6. Stop all instances of Internet Explorer to ensure settings are applied properly.

Google Chrome

1. Open Google Chrome

2. Select the 'Spanner' icon in the top right hand corner

3. Select 'Options'

4. Select 'Under The Hood' tab

5. Under 'Cookie Settings' ensure the drop down is set to 'Allow All Cookies'

6. Now stop all instances of Google Chrome to ensure the settings have applied properly

Safari

1. Open Safari

2. Select 'Edit Menu'

3. Select Preferences

4. Select 'Security' tab

5. Ensure 'Accept Cookies' is set to 'Always'

6. Select the 'X' in the top corner of the box

7. Now stop all instances of Safari to ensure the settings have applied properly

Firefox

1. Open Firefox

2. Select 'Tools' from the menu bar

3. Select 'Options'

4. Select 'Privacy' tab

5. Under 'Cookies' ensure the 'Accept Cookies From Sites' checkbox is checked

6. Click 'OK'

7. Close all instances of Firefox to ensure the settings have applied properly

Opera

1. Open Opera

2. Select 'Tools' from the Menu Bar

3. Select 'Preferences'

4. Select the 'Advanced' tab

5. Select 'cookies' in the left hand menu

6. Ensure 'Accept Cookies' is selected

7. Click 'OK'

8. Close all instances of Opera to ensure the settings have applied properly

The service has been created to work on laptop or desk top computers and will not work on mobile phones.

What Networks are Text Alerts Available on? The official SMS service is available worldwide subject to payment of a subscription and the local network provider allowing such text messages on the network.

Pay as you go is available to mobile phones registered on the following UK networks only:

• T-Mobile, Orange, Vodafone, O2, 3 and Virgin.

If you decide to setup a SMS Alert service you can test this by sending a text to WIN TEST on 62277 and this will ensure that you have been setup correctly.

Sending a test message to 62277 twill ensure that your mobile phone is correctly registered as mobile numbers can be transferred from network to network by users.

How do I pay for text alerts?

We accept all major credit cards, including:

• Visa • MasterCard

Your subscription is automatically renewing (whether monthly or annually), as stated in the terms and conditions

The Direct Debit option is a payment method available to UK based bank account holders ONLY.

I Have Changed My Mobile Number, What Do I Do?

You have two options when you mobile number has changed. You can either text STOP to 88442 which will then disable your account with immediate effect and you would then need to re-subscribe via the mobile zone of the website. Please note that no refunds will be offered for already paid subscriptions.

Alternatively -

You can contact us and advise us of your new mobile phone number and network provider and we will then change the details for you. You will need to send a text message to WIN TEST on 62277 as this will then ensure that your number and network provider are changed correctly.

How Much Does The Official SMS Service Cost? Each message costs 25p (including VAT) to the following networks: Vodafone, Orange, 3, O2 and T-Mobile.

These costs will be charged to your normal phone bill or deducted from your available credit balance for pay as you go customers. If you are a pay as you go customer, then you must make sure that you have sufficient credit in your account.

If for three weeks running we find that your pay as you go account has insufficient credit, we will cancel your alert services. You will not be able to renew your official alert services on a barred number.

Credit Card and Direct Debit subscribers will continue to be charged their monthly and quarterly amounts.

We are sorry that you have experienced issues processing your subscription payment due to a 3D secure failure.

3D secure refers to MasterCard SecureCode or Visa's Verified By Visa - this has been introduced by these organisations to prevent fraudulent transactions on their customers accounts.

The error you have been seeing '(537) 3D secure failed' can be one of two things

1. You have entered to incorrect 3D information or Authenticate with what has been registered with the acquiring bank.

2. The card issuer has not implemented 3D secure correctly, this is . Unfortunately is this is the case we can only alert the bankers in question.

You will need to speak with you card issuers regarding the 3D secure failures as you may need to get your authorisation reset so that you can complete the transaction.

You can pay by the following methods

• Visa • Mastercard • Direct Debit (UK Bank Holders Only)

Unfortunately we are no longer able to accept Maestro cards as a form of payment.

We can confirm that you can listen to the live audio or view the match day highlights anywhere in the world as long as you have a broadband connection with sufficient speeds.

You can edit your name and address by using the My Account section. Log in as normal, click the My Account link at the side of the screen, and choose 'Change my Details' to update.

My Account also allows you to update your 'Payment Details'. You can also change your email address and password here.

To update your payment details, you will need to select Change my credit card/direct debit details and this will take you into the payment screen.

Please note that you are unable to change your username once registration has finished.

To cancel an account please login to the site, go to the "My Account" page, where you will find a "Cancel My Subscription" option. Alternatively you can email customerservices@performgroup.com, giving at least 10 working days notice prior to your next payment date.

You can retrieve your Username via email or your password hint via the website by following the instructions below:

Forgotten username:

Click on the 'Login' link and click 'Forgotten Username' link and follow the on screen instructions.

Forgotten password:

Enter your Username and click the 'Forgotten Password' link and a small screen will be displayed confirming your password hint. If this still does not help with your password please use the Contact Us link and our Customer Services Department will assist you.

If you have forgotten both your username and password you will need to follow the Forgotten Username instructions alternative you can use the 'Contact Us' options and a member of the Customer Support team will email you the correct details.