Army West Point Athletics
Knight Vision Customer Message
September 09, 2009 | General
Greetings Knight Vision Subscriber,
Thank you for your support of Army athletics! We're excited by the onset of the fall sports season that will bring some great Army action - LIVE - to Knight Vision subscribers!
We have a number of folks working hard to deliver this service to our loyal Army friends and alums, and it's our intention over the coming weeks to deliver more live game coverage, with consistent audio and video quality, via our enhanced media player.
Due to the wide variety of PC and Mac platforms, operating systems, browsers, applications, etc, that are available to consumers, we recognize that some Knight Vision subscribers may need support to ensure they're set up to for the best possible audio and video experience.
If you encounter any issues with your Knight Vision subscription or video experience, please contact our customer care team, who are available to you from 8 a.m. - 9 p.m. CT, daily, via our preferred ticket system. Access the ticket system by clicking on any "Contact Us" link located at the bottom of GoArmySports.com or the Knight Vision media player (http://www.goarmysports.com/CreateTicket.dbml?DB_OEM_ID=11100) and selecting the "Knight Vision Technical Support" category from the dropdown list. Or you can email us at fansupport@jumptv.com.
Below, you'll find some top questions our customer support reps receive, along with recommended actions to address these issues:
Q: "Why is my video stuttering, jerky, pixelated"
First, please verify your available bandwidth - despite what some Internet Service Providers (ISPs) claim, "actual" bandwidth available to you may not be what you're contracted to receive - and local/regional variances in download speed do occur. Check your connection speed at http://speedtest.jumptv.com and http://www.speakeasy.net/speedtest (more than one test is recommended) as you will need consistent 750 kbps downlink bandwidth in order to view streaming video. If you are running any applications using upload/download features (i.e. peer-to-peer applications), you are impacting your overall available bandwidth, which can downgrade your connection speed.
To reduce buffering, we recommend increasing your 'buffer time'. This will make the initial download slower, but will make the streaming video run smoothly once it has started. While increasing your buffer time, you might also want to try adjusting the video acceleration to halfway, instead of full.
To find these options, open the program Windows Media Player and press the ALT button on your keyboard. You will then see a small options menu open. Select "Tools," and then go to "Options." Once you are in "Options," look for the "Performance" tab. This is where you will find both the buffer length, and video acceleration. Try setting the buffer length to 20 seconds.
Q: "All I seem to get with a video broadcast is a green screen."
We recommend adjusting your video acceleration. To find this option, open the program Windows Media Player and press the ALT button on your keyboard. You will then see a small options menu open. Select "Tools," and then go to "Options."
Once you are in "Options," look for the "performance" tab. This is where you will find the video acceleration. Please set the video acceleration halfway and save the changes. This should clear up the green screen you are seeing.
Q: "I can't see the game"
Please ensure that you are up to date with all of your software and browser plugins. We do support many platform combinations, but we recommend Internet Explorer for Windows/PC folks, and Firefox for Mac folks.
Please verify you have installed:
Browsers:
Microsoft Internet Explorer 7: http://www.microsoft.com/windows/downloads/ie/getitnow.mspx
Mozilla FireFox 3: http://www.mozilla.com/en-US/firefox/
Media Player:
Microsoft Windows Media Player 11: http://www.microsoft.com/windows/windowsmedia/player/download/download.aspx
Adobe Flash Player 9: http://www.adobe.com/products/flashplayer/
Also, please note that many security software packages (Norton, McAfee, Zone Alarm, etc.), browser tool bar add-ons, can interfere with multimedia viewing. Check your third party software's configuration or contact our support team to ensure you're configured to receive Knight Vision.
Q: "I can't log into my account"
Make sure to clear your internet browser history. In Internet Explorer click on tools, then Internet Options. In version 6 you will see the option to delete files and cookies, delete both. On version 7/8 in the Browsing History section there is a button 'delete all', click that. Then close all browsers you have open and go back to the site. In Firefox click on tools and then clear private Data. Make sure that you clear all. Again, close all browser windows. Now go back to the site, log back in, and attempt to access your content again.
If the problem continues you will need to make sure that your browser is accepting cookies as they are required to use our site.
If you are using Internet Explorer, please click Tools and then Internet Options. When the Internet Options window opens, select the tab that says privacy and click Advanced. Then click the box next to where it says Automatic Cookie Handling so that a checkmark appears in it. Make sure that First and Third Party Cookies are radioed to Accept.
Some security software and toolbars can block Cookies that our site requires. Please try to disable the software. If you do not want to disable the software for security purposes then please check the configuration as it is likely you can change options to allow cookies from trusted sites. For assistance with that configuration please consult the software manufacturer.
Thank you again for your continued support of Knight Vision and Army athletics!
