ITV VIDEO PLAYER FAQs

1. How do I get the best possible viewing experience?

ITV Player is a flash video application. For the best viewing experience, please ensure you have the latest version of Flash installed on your PC or Mac (at least Flash version 10.2 or above). If you don't have the correct version of Flash, you can download it at: http://get.adobe.com/flashplayer/ If playback keeps stopping try quitting other applications that may be running on your computer. Our video player will automatically adjust your viewing experience based on the amount of free bandwidth you have available on our Internet connection and also the amount of free resources on your PC or Mac.

2. What desktop or laptop requirements are needed to watch video on ITV.com?

	Microsoft® Windows®	Mac OS X
Processor	Intel Pentium 4 2.33GHz, Athlon 64 2800+ (or equivalent)	Intel Core™ Duo 1.66GHz
Memory	128MB RAM	256 MB RAM
Graphics memory	128MB*

*Recommended for GPU hardware acceleration–dependent features. Flash Player will use software mode for systems that do not meet the system requirements.

For more information please visit: http://www.adobe.com/products/flashplayer/tech-specs.html

3. What are the minimum browser and operating system requirements for viewing video on a PC?

Windows
Platform	Browser
Windows 7, Microsoft® Windows Vista®, or Microsoft Windows XP	Internet Explorer 7, Firefox 6, Chrome 13

4. What are the minimum browser and operating system requirements for viewing video on a Mac?

Mac
Platform	Browser
Mac OS X v10.5 (Intel)	Safari 5.0, Firefox 6, Chrome 13

5. I don't know which Internet Explorer version I have, how do I find out?

Click the “Start” button at the bottom left of your screen, click "Internet Explorer", click “Help” in its top menu bar and select “About Internet Explorer”. This will open a window in which you will see the version number. If your version is lower than 7, you can download the latest free from Microsoft's Internet Explorer site:

http://windows.microsoft.com/en-GB/internet-explorer/products/ie/home

6. I don't know which flash version I have, how do I find out?

Adobe provides an online test at: http://www.adobe.com/software/flash/about/

This page will tell you which version is currently installed and provides a list of the latest Player versions for each platform.

7. I'm not sure that my internet connection is fast enough, how do I find out?

To watch our video, you need a broadband connection with a download speed of at least 600 Kbps. Your internet service provider can tell you what speed connection you have signed up for, but you may also test your current connection speed at: http://www.speedtest.net/

Please note that your bandwidth available to stream video content may be limited by multiple computers connected to your modem or other programs running on your computer.

8. I wanted to watch ITV1 via simulcast, but when I clicked on the ITV1 button I got the message “programme currently unavailable”, why?

We provide simulcast streams of ITV1, ITV2, ITV3 and ITV4 except for programmes that we are licensed to broadcast only on television. If a programme is being broadcast on television for which we do not have online rights, you will receive the “unavailable” message. This is not a technical fault.

9. I've tried playing video, but all I get is the message “loading”. What does this mean and why does it happen?

Our video is designed to play almost instantaneously, but a small amount needs to be loaded first, before playback can begin. However, if your connection is slower than 600 Kbps or drops below that speed because of problems with your internet service provider, your player will not be able to download enough material to play.

10. I can't hear any sound, why?

The default volume setting on the ITV Player can be raised or lowered by clicking on the player's speaker icon and sliding the control up or down.

If you hear no sound at all, the problem is likely to be with your computer settings (you can check this by trying to play another audio file, say an MP3, or a CD). Double-click on the volume icon in the task bar at the bottom-right of your screen and adjust the master volume setting if necessary. Make sure that the "mute" checkboxes are not selected.

11. I live outside the UK and cannot watch programmes, why?

We do not hold international rights to all of our programming, so video content is supplied only to users with IP addresses in the UK. Some users in the UK may be affected by such geographic blocking if their internet service provider uses servers outside the UK.

12. I live inside the UK but it says that I am blocked because I am not in the UK, why?

We do not hold international rights to all of our programming so video content is supplied only to users with IP addresses in the UK. Some users in the UK may be affected by such geographic blocking if their internet service provider (ISP) uses servers outside the UK.

If you are within the UK, please contact your ISP to find out why you are being affected by geo-blocking. AOL customers may experience issues if using an AOL browser. We suggest using another browser such as Internet Explorer or Firefox.

In addition, programs such as web accelerators can divert your internet connection outside of the UK and cause the same problem.

13. Text size on the site is very small and difficult to read, how can I make it bigger?

You can increase the text size by clicking on "view" in the top menu bar of your browser and selecting "text size"; choose the size text you would like to use.

14. My PIN number doesn’t work. Why? And how do I reset my PIN?

Perhaps you have forgotten your PIN to access video with guidance advice? You can request it to be reset here: http://www.itv.com/Help/videoguidancehelp/resetactivatepin/. This takes moments; we will send you an email with a new number for your PC. Please ensure that you only click on the request once. If you experience any further difficulty, please do not hesitate to contact our Customer Support team at itv.comsupport@itv.com or on 0844 88 14150 (Monday-Friday; 10am-5pm)

15. How do I activate PIN number protection for viewing post-watershed content?

If your PIN has been deactivated or you want to activate PIN protection, you can request a new PIN here: http://www.itv.com/Help/videoguidancehelp/resetactivatepin/. This takes moments; we will send you an email with a new number for your PC. Please ensure that you only submit this request once. If you experience any further difficulty, please do not hesitate to contact our Customer Support team at itv.comsupport@itv.com or on 0844 88 14150 (Monday-Friday; 10am-5pm)

* ITV.com makes use of various technologies including Microsoft Silverlight, DHTML, JavaScript and Adobe Flash to enhance our visitors' experience. ITV.com uses Flash technology for video streaming.