TVPolonia

FAQ

These are the most common questions and answers:

1. What do I need to watch tvpolonia.com on my computer?
2. How can I order a service with tvpolonia.com?
3. I already have an subscription, what should I do to start watching your programs?
4. I have a login problem, or system shows that I don't have a valid subscription even though I do, what should I do??
5. When I choose a program I only get a READY message in the player, and nothing happens.
6. Picture is freezing or stopping every so often, why is that?
7. Program opens and I can see the video but there is no sound. Why?
8. Program starts, but I can only hear sound and video is green or white, why?
9. My computer crashes very often, and is unresponsive.
10. I am using Macintosh, where should I log in?
11. I have sound but no picture, why?
12. I have picture, but no sound, what do I do?
13. How can I update my credit card details?
14. I forgot my password what can I do?
15. How can I update my account details?
16. How can I cancel my subscription?
17. I use am using Macintosh and have a fast internet connection, however when I try to watch any program I only get a 120K bitrate instead of 250K, why is that?
18. How and where can I check what date is my subscription prepaid to?

If you have other questions please ask our webmaster.

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1. What do I need to watch tvpolonia.com on my computer?

A. If you are using Windows, you probably already have most that you need:
- Windows Media Player version 9, or higher. Click here to download.
- Internet Explorer version 6 or higher. Click here to download.
- If you prefer to use Firefox, you need to install a special plugin. More information here.
- Next you simply need to purchase a subscription. You can do that by clicking here.
- We suggest using computer Pentium 2, 500Mhz or faster, and fast internet connection such as (Cable, DSL or T1)

If you are using Macintosh OS X:
- You need Windows Media Player for Mac. Click here to download.
- Or you can use flip4mac. Click here to download.
- You need to use Safari, Firefox, Netscape or Opera browser.
- you need to purchase a subscription. You can do that by clicking here.
- After choosing a program to watch click on "Open in WMP"

2. How can I order a service with tvpolonia.com?

A. To order a subscription one should:
1) Click here Sign up
2) After you submit the registration form, you will receive an email from us, with a link that you have to click on to active account. Once your account is activated you will be automatically redirected to subscription order form.
3) On this next page you can choose your billing cycle (monthly, quarterly, semi-annually, annually), then click on "Checkout"
4) If you are already logged in, on next page click on "Credit Card", choose your card type, enter your number and expiry date. and click on "Pay now". If you are not logged in skip to point #5 bellow.
5) If you are not logged in you will see a page where you will be able to login in the middle of the page (if you already have an account with us), or on the right side of the page you will be able to create a new account if you don't already have one. After login in or registering a new account please continue as in point #4 above.
6) If your payment was successful you will see a "Thank you message", you will also receive a registration email. However if for some reason there was a problem with the transaction please read the error which will abe visible in RED letters above the credit card number.
7) After ordering the subscription, click on link "Home" on the left side, from where click on button "Launch Player" to open our player and start watching our programs.

NOTE!
If you don't have a credit card, you may also pay with Money Order. In order to have that option, when ordering a subscription you must choose a minimum quarterly payment schedule. Your subscription will become active once we receive your Money Order.

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3. I already have an subscription, what should I do to start watching your programs?

A. In order to view our programs you need to open our player:

1. You must use a browser (we recommend Internet Explorer 8) and Windows Media Player (we recommend version 11)
1. From main page http://www.tvpolonia.com/en/ click on button "Launch Player"
2. If you are already logged in, a player will open, just choose a program you want to watch
3. If you are not logged in you will se a page with a login area.
4. In the middle of the page . Account Login , enter your username username and password and click on "Login". After few seconds a player will open as usual, just choose a program that you want watch. Remember that your username and password are cAsE sensitive so enter it exactly as when at the time of registration.

Note! After initial login, our system will remember you and you will not have to login again (unless your subscription expires). However you may not delete your cookies or login on another computer. By login in on another computer, our system will log you out from your original computer, and you will have to log in again.

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4. I have a login problem, or system shows that I don't have a valid subscription even though I do, what should I do??

A.If you are experiencing login problems in our new system, this could be caused by one of these 2 problems.

Problem 1. Your are entering wrong username or password.
Problem 2. You don't have a valid subscription.
Problem 3. If you are sure that you have an active subscription and you can login to your account, but when you click on button Launch Player you keep getting the login page (even though you entered correct username and password) or you get a message you don't have a valid subscription, its most likely that you have your cookies disabled.

Solution to problem 1:
1) Make sure you are entering correct username and password (if you can login by clicking on button "My Account" or you are not being asked to login, that means that information you are entering is correct, therefore continue with the solution to problem 2, described bellow) If however you can't login, remember that username and password are cAsE sensitive, so make sure you enter them exactly as when you registered. If you forgot your username or password you can change it to something new. Passwords are encoded, therefore cannot be sent through email, you may only change it to a new one (registered email must be valid). To do that simply click here http://www.tvpolonia.com/ab/?_page=account:password&lid=english&tid=english enter your username or registered email address and click "Submit". After that check your email right away and read the instructions included in the email. There will be a link there on which you must click on within 15 minutes to change your password (for security reasons this link will not work after 15 minutes, if you are late you must simply repeat this procedure from the beginning to receive new email with new link). After clicking on the link you will be able to enter a new password for your account. After you have changed your password, from main page http://www.tvpolonia.com/en/ simply click on "Launch Player" and enter your username and new password to login. If you are still unable to do so, please read solution #2 bellow.


Solution to problem 2:
From main page http://www.tvpolonia.com/en/ click on the button "My Account" after which in section "Account Login" enter your username and password to login. After successful login look in section "Downloads" on the right side, there should be a link there called "Plan Launch Player", which means that you have a valid active subscription. If however instead that link you see a message "Your account is currently not authorized for any of our protected areas." this means that you don't have a valid subscription. This could have been cause because subscription expired, or we were unable to charge your credit card to renew it. To fix this problem simply click on "Subscriptions" under "Our products" on the left side of the page, and order a new subscription. After successful payment you will have instant access. Simply form main page http://www.tvpolonia.com/en/ click on "Launch Player" and login with your username and password.

Solution to problem 3
a) Open Internet Explorer
b) Click on Tools>Internet Options> select Privacy
c) Choose "Medium", click on "Apply and "OK".
d) Now you should be able to open the player, just click on button Launch Player from main page.
e) If you still have a problem, that means that you use some other firewall or privacy software that might be causing this problem, please disable it and try again. If it helped change your setting on your security software so that it does not block access to our page.

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5) When I choose a program I only get a READY message in the player, and nothing happens.

First of all click on "Update links" button in the player, and make sure you are using Internet Explorer. If you are a Macintosh user make sure you use "Mac Player". If that didn't solve the problem that means there are some other problems with your connection or Windows Media Player. Please continue bellow.

A. Some cable and DSL modems that use Network Address Translation (NAT) cause errors passing through UDP packets and that might be causing the problem.
To fix this do the following:
a)Click on START>RUN and type mplayer2, a base Windows Media Player 6.4 should open (if not, continue with E )
b)Next click on View>Options>Advanced>Change...
c)In section "buffering" check buffer and enter 10 seconds of data, instead of "default", next uncheck "UDP" leaving only "Multicast" "TCP" and "HTTP"
d)Click on "Apply" and "OK" and "OK"
e)Do the same in all other versions of Windows Media Player that you have installed (WMP 9, 10, 11 or 12)
Tools>Options>Network
Uncheck UDP
f)Now close this Windows Media Player and open our TVPOLONIA Player and see if that helped.

If it didn't, then there might be some problem with your connection or connection somewhere in between your computer and our server. To check that please read question "Picture is freezing or stopping every so often, why is that?" there you will have instruction on how to do a connection test and how to send us the results so that we may investigate this problem even further..

If your connection is good, that means that there might be a problem with your Windows Media Player. We suggest that you download and reinstall the newest version of Windows Media Player.

If the problem still persists, try to remember what changes have you made on your computer before the problem first occurred. If you installed any new programs, try to uninstall them and then check if the problem is gone.

If you still have a problem and you are using Windows XP or ME, we suggest to do System Restore back to the time you didn't have any problems. Start>Programs>Accessories>System Tools>System Restore
Select "Restore my computer to an earlier time" and click on "Next", now choose a date when everything worked fine and then click "Next", after restart open tvpolonia player and try again.

If you still have a problem, probably there are some other conflicts or restrictions on your system that might be causing conflicts with WMP. If you are using some kind of security settings please make sure they are setup correctly.

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6. Picture is freezing or stopping every so often, why is that?
A. a) Some cable or DSL modems that use Network Address Translation (NAT) cause errors passing through UDP packets, which may cause bad connection and freezing in the streaming reception.

To fix this problem please try the following:

1.Click on START>RUN and type mplayer2, Windows Media Player ver. 6.4 will open. (if not, continue with E )

4.Next click on View>Options>Advanced>Change...

5.In section "buffering" check buffer and type 30 "seconds of data". Next uncheck UDP leaving only "Multicast", "TCP" and "HTTP" checked.

6.Clcik on "Apply" and "OK" and "OK" again.

7. Do the same in WMP 9 or 10 (if you have one of these versions installed)
Tools>Options>Network
Uncheck UDP

8. Now please close Windows Media Player and enter our page and try opening our TVPOLONIA Player.

b) In majority of situations, the cause of bad reception are problems on the connection between your computer and our server. If suggestion above a) will not solve the problem please do a connection test explained bellow and send us the results.

Win98 open MS-DOS,

Win2000 or WinXP Start>Run> type cmd, open new window.

Type tracert tvpol.wmod.llnwd.net and press ENTER

This program will show you all places (servers) that your connection must travel through to get to our server. At the end in the window please right click and select option "Select all", this will highlight entire text and then please press "Enter" on your keyboard.

Then in email "paste" the text (CTRL+V on keyboard). Entire results of the test will be entered in the email, now send this email to pomoc@tvpolonia.com so that we may analyze the results.

c) Another cause of bad reception may also be your computer, which may simply be too slow. The minimum that we recommend is Pentium II 350Mhz, 64MB RAM, 8MB Video Card, Internet Explorer 5.

We suggest that you perform regular updates to your system and do a regular defragmentation of the drive to keep your system in good and secure state..

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7. Program opens and I can see the video but there is no sound. Why?

A. Some latest Windows updates for WindowsXP SP2 unnecessarily change some settings in Windows Media Player, which cause that some programs do not have sound. To fix this problem please do the following:

1. Please close tvpolonia player.
2. Open Windows Media Player 10 or 11 (which ever is installed)
3. Click on Tools>Options
4. Select tab DVD and click on "Advanced..."
5. In section "Output" under "Speakers:", from drop down menu choose "2/0 - stereo"
6. Please click on "Apply" and "OK"
7. Next click on "OK" and close Windows Media Player.
8. Now open tvpolonia player and try again. There should be sound in all programs.

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8. Program starts, but I can only hear sound and video is green or white, why?

O. Please follow the instructions on microsoft website to fix this problem
http://support.microsoft.com/kb/909554

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9. My computer crashes very often, and is unresponsive.

A. If you computer freezes often, that means that probably there is some conflict on your system. It may work fine sometimes and may not other times.

We recommend that you install all Windows updates and do a defragmentation of your hard drive

Click on Start>programs> Windows Update
Next choose and select all newest updates for Windows and IE, especially "critical updates"

If after restart problem still persist, you may want to try fixing it, but sometimes, new Windows installation is best and fastest solution.

Start>>> Programs>> Accessories>> System tools>> Disk Defragmenter>> click "OK" (Try to do this at least once a month, this will speed up your computer).

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10. I am using Macintosh, where should I log in?

A. If you are using a MAC, make sure that you have installed Windows Media Player for Mac, or Flip4Mac, then after you choose a program you want to watch in the player simply click on "Open in WMP"

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11. I have sound but no picture, why?
A. Your internet connection might be too slow, please try watching on a lower bit rate 150K or 56K

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12. I have picture, but no sound, what do I do?
A.
1. Make sure your speakers are on, then control your volume on player, Windows and "sound card".
2. If you still have a problem, go to your sound cards producer's website and download and install the newest driver for your model. (ex.soundblaster.com)
3. If you still have problem click on Start>Windows Update and install all updates.
4. If you still have a problem, try to download the newest version of Windows Media Player and install it again.
5. If you are using Windows Me, you may have a problem with WMP 7.1, in that case uninstall this version and install the newest version 10

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13. How can I update my credit card details?
A. a). If you are not already logged in,please do so (click on "My Account") In section "ACCOUNT LOGIN" enter your username and password and click on "Login in")
b) click on link "Manage Billing Details", then click on the number that we charged the last payment.
c) on next page select card type, enter new card number and expiry date and click on "Submit", then click on "Account Options".

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14. I forgot my password what can I do?
A. a) click on "My Account"
b) on the left side click on link "forgot password?"
c) on next page enter your username or email address, click on "Submit"
d) now check your email, we have sent you a message to your registered email address.
e) in the message we have sent you is a link that you must click on with 15 minutes.
f) after clicking on the link enter new password, and confirm it by entering again and then click on "Submit"

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15. How can I update my account details?
A. To update your profile:
address, phone number, email, password, etc.
a) simply login to your account, click on "My Account" in section "ACCOUNT LOGIN" enter your username and password.
b) click on link "Manage Account Details"
c) change whatever needs to be changed and click on "submit"

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16. How can I cancel my subscription?
A. Your subscription can be cancelled at any time, but at least 24 hours before next billing date (so before new invoice is generated). Your subscription will still be active until the day you have already prepaid to. Simply your automatic billing will stop and you will loose access to your subscription after it expires at the end of the billing cycle.

To cancel your subscription:
a) Login to your account (click on "My Account" and login to your account in section "ACCOUNT LOGIN")
b) Click on link "Active services"
d) in section "Recurring Details" click on "Cancel this subscription"
e) after cancellation you will receive a confirmation email, please keep it as a reference.

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17. I use am using Macintosh and have a fast internet connection, however when I try to watch any program I only get a 120K bit rate instead of 250K, why is that?

O. Make sure you have proper settings in Windows Media Player.
1. Open Windows Media Player
2. Select Windows Media Player from menu of this application (upper left corner)
3. Select Preferences
4. In Preferences select Connection
5. In Connection select T1 or LAN

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18. How and where can I check what date is my subscription prepaid to?

1. Please click on "My account" from main page.
2. Then click on "Active services"
There you will find all the details about your subscription.

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If you have other questions please ask our webmaster.