Q. Why can't I view the video?

A. Please make sure you are using the latest version of Internet Explorer 6, as this will allow best and maximised use of the internet.
To download the latest version CLICK HERE.

If you have the latest version of Internet Explorer but still can't view the video, you may have to install the latest version of Windows Media Player to your system.
To download the latest version of Windows Media Player CLICK HERE

If you still have problems viewing the video you may need to download and install the necessary codecs (compression software) on top of your Windows Media Player.
To download the latest codecs CLICK HERE

Q. I have done all the above but still can't watch the video?

A. If you have a Firewall (security hardware/software) or any other related security software running on your PC it may affect your access to the site. You should consult the manufacturers manual or contact them directly regarding the package/hardware configuration.

Q. I am getting DRM licence messages

A. It would appear that the problems you are experiencing may be connected to the application of Digital Rights Software to the content of the site. We applied Microsoft DRM technology to the site content in order to protect the content rights of the PDC. DRM technology is designed to prevent the copying and fiesharing of the digital content

DRM technology requires you to have the most up to date versions of system software such as Windows Media Player and Internet Explorer. It also requires your computer to be setup to be correct so that none of the software or settings are conflicting.

As there are a large number of issues that may be causing the problems on your computer, the best advice we can offer is to direct you to our help page. Please click on the following link to access the help pages

http://www.performgroup.com/page/FAQ/

We have found that the vast majority of subscribers with technical problems have managed to view the content with no problems once they have worked through the advice given in these help pages

If after this you still cannot resolve the technical issues you are expereiencing then please contact us again. Please mark the subject of this reply to be 'DRM1' so that we can identify your email correctly.

Q. I have Broadband, but am having problems streaming the low videos?

A. If you have an Internet connection of greater than 256k, but experience a lot of rebuffering when viewing the 256k stream, the problem is most likely to be caused by network congestion over your ISP connection.

You can test out the current download bandwidth available to you using one of the following links:

Bandwidthplace Speed Test CLICK HERE

UK Broadband Speed Test (downloadable) CLICK HERE

The results of these tests need to be around 400kbits/s in order to successfully stream the 256k videos, and please take into account fluctuations in local bandwidth.

Please contact your Broadband provider directly to resolve these issues.

Q. Audio will play but video won't, or video will play but audio won't?

A. 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 software that is not installed on your computer. To make sure that you have the necessary software that are currently supported, reinstall Windows Media Player.

To do so, visit the following Microsoft Web site, CLICK HERE:

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.

Q. How do I contact customer support?
A. Please email us at customerservices@performgroup.com