Frequently Asked Questions

• General Information and System Requirements
• Installing Move Media Player
• Audio/Video Playback Troubleshooting (Windows)
• Uninstalling or Reinstalling Move Media Player
• Known Issues
• Send Feedback

General Information and System Requirements

Move Media Player Introduction

Move Media Player is a revolutionary approach to online video broadcasting and streaming powered by Move Networks, Inc. Unlike other online media players, the intelligent Move Media Player delivers an immediate, continuous, and even high definition* (HD) quality viewing experience by adapting the media stream to your unique bandwidth and computer resource conditions. With Move Media Player, you don't need to worry about slow starts, buffering, or poor quality video.

Why do I have to download a new player? Why can't you just use a player I already have?

No other media player has the required intelligence to deliver the rich and continuous viewing experience available with Move Media Player. Other players simply lack the underlying technology required to eliminate unwanted delays caused by a busy network or an overloaded computer processor. Plus, Move Media Player includes other powerful features that are beyond the reach of other players, such as time-shifting, video sharing, and even full-screen viewing

What are the system requirements for Move Media Player?

Windows

• Processor: AMD or Intel Single Core or greater
• Operating System: Windows XP (Home, Media Center and Professional with Service Packs and all Microsoft Updates), Windows Vista (Home Basic, Home Premium, Business, Ultimate or Enterprise editions)
• RAM: 256 MB minimum (512 MB recommended)
• Video Card: 32 MB minimum (128 MB recommended)
• Browser: Internet Explorer (version 6 and 7) or Mozilla Firefox (version 2.0 and 3.0).
• Screen Resolution: 800 x 600 minimum (1280 x 1024 recommended)
• Internet Connection: Broadband/High Speed (DSL, Cable, T1, etc.). Dial-up connections are not supported.

Mac OS X

• Operating System:Mac OS X 10.4 "Tiger" or greater
• RAM: 128 MB minimum (512 MB recommended)
• Video Card: 32 MB minimum (128 MB recommended)
• Browser: Safari (version 2.0, 3.0) or Mozilla Firefox (version 2.0 and 3.0). Please note that currently the Move Media Player isn't optimized for Safari 3. We expect to provide support for this browser in the future.
• Screen Resolution: 800 x 600 minimum (1280 x 1024 recommended)
• Internet Connection: Broadband/High Speed (DSL, Cable, T1, etc.). Dial-up connections are not supported.

Installing Move Media PlayerBack to Top

You should be prompted to download and install Move Media Player the first time you visit the Web site. Instructions for installation are provided during the Web site install process. However, we've also included installation instructions (see below).

To install Move Media Player plugin on Internet Explorer (Windows XP or Windows Vista)

• Using Internet Explorer, navigate to the Web site.
• After the Web site has loaded, click Watch Now. If this button is not visible, contact the Web site administrator.
• When prompted, do one of the following:
• a. Click Run to begin the install. When prompted, click Run again.
• Click Save to save the install file to a specific location on your computer. This option is useful if you need to install the program at a later time.

To install the Move Media Player plugin on Mozilla Firefox 2.0 (Windows XP and Windows Vista)

• Using Mozilla Firefox 2.0, navigate to the Web site.
• After the Web site has loaded, click Watch Now. If this button is not visible, contact the Web site administrator.
• If the Firefox Pop-up Blocker appears (just below the button bars and tabs), do the following:
• a. Click Edit Options.
• b. In the Allowed Sites dialog box, click Allow.
• c. Click Close.
• At the center of the media stage, click Click here to continue.
• In the Software Installation dialog box, click Install Now.
• When prompted, click Restart Firefox.

To install the Move Media Player plugin on Mozilla Firefox 3.0 (Windows XP and Windows Vista)

• Using Mozilla Firefox 3.0, navigate to the Web site.
• After the Web site has loaded, click "Watch Now". If this button is not visible, contact the Web site administrator.
• If the Firefox Pop-up Blocker appears (just below the button bars and tabs), click Allow.
• In the Software Installation dialog box, click Install Now.
• When prompted, click Restart Firefox.

To install the Move Media Player plugin on Safari or Mozilla Firefox (Mac OS X)

• Using either Apple Safari or Mozilla Firefox, navigate to the Web site.
• After the Web site has loaded, click "Watch Now".
• Click "Trust"

To Run the Move Media Player plugin on Safari (Mac OS X Snow Leopard 10.6)

• The Move Networks player works under Snow Leopard under the following conditions:
• Safari is run in 32-bit mode
• Browser is Firefox (Firefox is only 32-bit at present)
• To change Safari to run in 32-bit mode do the following:
• Open the Finder
• Navigate to the Applications folder
• Select Safari
• GetInfo on Safari. (Done by Right Click/CTRL+CLICK and selecting GetInfo, through the File Menu, or CMD+I)
• Select (enable/check) the checkbox for “Open in 32-bit mode”
• Close the Safari Info window

Troubleshooting installation

• If media content does not begin playing after installation is complete, restart your Web browser and return to the Web site.
• If you continue to encounter problems and are unable to install Move Media Player, contact technical support.

A Note Concerning Privacy

We respect your privacy. Move Media Player does not install any form of spyware, adware, malware, etc. on your computer. If you do ever receive a warning from an anti-virus or anti-spyware program concerning Move Media Player or the player install package, we urge you to contact technical support.

Audio/Video Playback Troubleshooting (Windows)Back to Top

• This section describes common audio and video playback issues and provides methods for solving them.

I can hear the audio but cannot see the video.

Please check to ensure that your computer meets the minimum system and bandwidth requirements for the player. If you have done that and are still unable to see the video content, please visit the Change Player Settings to adjust Move Media Player's video settings.

I can see the video but cannot hear any audio playback.

First, please ensure that your speakers or headphones are properly connected, turned on and not muted. If the problem persists, please visit the Change Player Settings page to adjust your audio playback settings.

The video playback is choppy and/or stalling.

While uncommon, if you are constantly experiencing frequent stalling or choppy media playback, please check the following:

• Ensure that your computer meets the minimum hardware and software requirements. Streaming video playback requires extensive CPU utilization. If your CPU is running at or above 75% utilization, you will likely encounter issues, such as sluggish or choppy media playback. You can reduce CPU usage by closing other programs and background services which you have running at the same time as your web browser.

To check CPU usage

• Windows: Press Ctrl+Alt+Del, click Task Manager and then click the Performance tab.
• Mac OS: Open the Activity Monitor Application

To reduce CPU utilization

• Close all other programs and background services that you do not need while viewing online media content.

To check your Internet Connectivity

Ensure that your computer meets Internet bandwidth requirements. For best results, your Internet connection speed should be capable of downloading a minimum of 250 Kbps (kilobytes per second). Visit one of the following Web sites as a method for testing the rate of your current bandwidth.

• http://www.speedtest.net
• http://www.xostats.xo.com

(NOTE: These Web sites are not provided, monitored, or maintained by Move Networks, Inc. Therefore, Move Networks cannot guarantee the accuracy or completeness of any information contained on these Web sites.)

Some antivirus programs, internet security applications and/or content filters may interfere with Move Media Player. Temporarily disabling these program or services while viewing media content using Move Media Player can improve playback performance. If you are unsure about how to disable a program or service, either refer to the vendor's documentation or contact them directly.

If you continue to experience performance issues after utilizing the solutions described above, contact technical support.

Software interaction issuesBack to Top

Some features of the following software programs interfere with Move Media Player functionality:

• Firebug for Mozilla Firefox: The Firebug extension for Mozilla Firefox also interferes with media playback. To solve this issue, disable the Firebug extension in Mozilla Firefox.
• Kaspersky Internet Security: The anti-banner component of Kaspersky Internet Security software prevents playback of most media content. To solve this issue, disable the anti-banner component from the Firewall dialog under the Settings menu.
• CYBERsitter Internet Filter: This internet filter removes the ablility of the Move Media Player to install and play video. Disable this filter to use the Move Media Player.

Uninstalling or Reinstalling Move Media PlayerBack to Top

This section describes how to uninstall and reinstall Move Media Player. Refer to the instructions that match your Web browser and operating system combination.

To uninstall the Move Media Player plugin from Internet Explorer (Windows XP)

• In Windows XP, click Start > Control Panel.
• Double-click Add or Remove Programs.
• Select Move Networks Media Player for Internet Explorer and click Change/Remove.
• When the uninstall process completes, click Close.

To uninstall the Move Media Player plugin from Internet Explorer (Windows Vista)

• In Windows Vista, click Start > Control Panel.
• Under Programs, click Uninstall a program.
• Select Move Networks Media Player for Internet Explorer and click Uninstall/Change.
• When the uninstall process completes, click Close.

To uninstall the Move Media Player plugin from Mozilla Firefox (Windows XP and Windows Vista)

• Start Mozilla Firefox.
• Click Tools > Add-ons.
• Click the Plugins tab.
• Click to select Move Media Player.
• Click Uninstall.
• When prompted, click Uninstall again to confirm.
• Restart Firefox to complete the uninstall process.

To uninstall the Move Media Player plugin from Apple Safari or Mozilla Firefox (Mac OS X)

• In Mac OS X, open a Finder window.
• Click the Home icon (usually has your account name by it) in the Finder window.
• Click Library.
• Click Internet Plug-ins.
• Drag the Move Media Player plugin to the trash.
• Click Library.
• Click Caches.
• Drag the "Move Networks" directory to the trash.
• Empty the trash.

Reinstalling Move Media Player

If you wish to reinstall Move Media Player after uninstalling it, open your Web browser and navigate back to the Web site. You should be prompted to reinstall the player.

If you are not prompted to reinstall the player, contact technical support for assistance.

Send FeedbackBack to Top

If you are in need of further technical support or would like to share a comment, please send us feedback.