Technical Issues
  • I can't access the site I paid for with my username and password.
  • What browser do I need to ensure videos work?
  • I can't remember my User Name and Password!
  • Can I save photos to my hard drive?
  • How do I turn on my cookies?
  • How do I install the correct plug-in?
  • I am an AOL USER, and I have some problems.
  • In the chat room, I get "Your browser does not support Java".
  • Why do I have to scroll right and left?
  • Pictures take a long time to load.
  • Questions about Live/Streaming Video Feeds.
  • Enabling Java and Java Script.
  • My question was not answered in this FAQ can I e-mail you?
    • I can't access the site I paid for with my username and password.

    Please check that you typed your username and password correctly. Usernames and passwords are case-sensitive (i.e. "JOHN" is different to "john" or "John"). If you still cannot gain access, please contact Customer Service for assistance (be sure to tell us your subscription ID and the name of the site you are trying to access)

    In the event that you are a paying member but you are unable to access the site for a period of 24 hours or more and this is through no fault of your own, we will extend the expiry date of your membership to compensate for the length of time that the site was unavailable.

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    • What browser do I need to ensure videos work?

    Unless otherwise stated, our live shows and videos work with most browsers. However as technology advances, some of the older browsers may not be able to keep up, thus limiting your surfing experience. You may be required to install plug-ins into your browser to see some content. View our plug-in help section for more info.

    To get the most out of your membership, and your overall Internet experience, it is recommended that you download and install the latest version of Netscape or Internet Explorer.

    Download Internet Explorer
    Download Netscape

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    I can't remember my User Name and Password!
    Click here to retrieve your lost password. You must provide the email address you used to signup, and you will receive your password via email.

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    Can I save photos to my hard drive?
    No, all photos are protected by photographers copyright and may not be saved, unless specified (eg: You may download wallpapers). Our images are protected by Java software to prevent saving or printing.
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    How do I turn on my cookies?
    Cookies are required to authorize your access to our members area, so you must ensure your browser is set to accept cookies. A full explanation of cookies and why they are necessary is available in the privacy policy section.

    Netscape

    4.0+ users:
    • Click Edit at the top left of your screen
    • Then click Preferences
    • Then click Advanced
    • Ensure there the radio button is set to "Accept all cookies"
    • Then click OK
    6.0+ users:
    • Click Edit at the top left of your screen
    • Then click Preferences
    • Then click on the Privacy and Security arrow
    • Then click Cookies
    • Ensure there the radio button is set to "Enable all cookies"
    • Then click OK

    Microsoft Internet Explorer

    4.0+ users:
    • Click on the View option at the top of your screen
    • Then click Internet Options
    • Select the Advanced tab
    • Locate the "Cookies" options in the "Security" section
    • Change the radio button options to "Always accept cookies"
    • Then click OK
    5.0+ users:
    • Click on the Tools at the top of your screen
    • Then click Internet Options
    • Select the Security tab
    • Then click Custom Level
    • Scroll down to the "Cookies" section and select "Enable" for each of the "Allow cookies" options
    • Then click OK and then OK
    6.0+ users:
    • Click on the Tools at the top of your screen
    • Then click Internet Options
    • Select the Privacy tab
    • Adjust the slidebar setting to Low
    • Then click OK

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    How do I install the correct plug-in?
    Unfortunately there is no one standard for streaming video over the Internet. Sometimes your browser will tell you that you do not have the correct plug-in to view the video. Here is a list of the most common types of video plug-ins, and the links to where you can learn more about them and download them. Don't be afraid! These usually install very easily, and will greatly enhance your surfing experience. Once you download the plug-in, run the installer, and follow the directions. You will probably then need to restart at least your browser after installation.

    Windows Media PlayerTM

    The new windows media player will play most types of movies, and is being used by some companies to stream video over the Internet. click here to get the latest version of Windows Media Player

    QuicktimeTM

    Quicktime is an excellent video format developed by Apple, it is used for streaming and playing video on your computer. Your windows machine may require quicktime to view some video content. (You don't need the professional version to watch video clips, just download the free one). click here to learn more information about quicktime, and to download.

    RealVideoTM

    One of the first, and most popular video streaming plug-ins. click here to learn more and download Real Player. (You don't need the professional version to watch video clips, just download the free one). click here for the real player technical data base to solve problems with Real Player.

    Vivo PlayerTM

    Vivo was purchased by Real Player, all Vivo encoded movies should play using Real Player by Real Video (see above)

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    I am an AOL USER, and I have some problems.
    We have tested our sites with AOL's browser in version 5.0 and our products work correctly. If you are using an older version we recommend you upgrade. It is possible you may experience problems if you don't have the correct plug-ins for your browser. Please click here to read our help with plug-ins section.

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    In the chat room, I get "Your browser does not support Java".
    Our Chat room requires Java be enabled on your browser. Most Internet browsers have this option enabled. However, sometimes the option allowing Java support gets turned off. See the instructions for enabling Java & Java Script.

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    Why do I have to scroll right and left?
    Chances are your screen resolution is at 640x480. This site was carefully designed so that even at a screen resolution of 800x600, those with monitors less than 17" would have no problems with viewing or reading text. Please try changing your screen resolution to 800x600. You can do this by right clicking on your desktop and selecting 'properties'. Then select the 'settings' tab, and select 800x600 from the list.

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    Pictures take a long time to load.
    This site, like many others, was designed for at least 28.8 modems, although content such as high quality photos and movies can only be transferred at the speed your connection allows, therefore you may not be able to browse the galleries at an acceptable speed. If your modem is slower than this you may want to consider purchasing a new one. If you have a 28.8, make sure your modem is configured correctly in your connection to the Internet. For fast access to all internet websites we recommend cable, dsl or a connection other than a modem.

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    • Questions about Live/Streaming Video Feeds.
    I am getting weird colors when I use Internet Explorer to view the videos. If you are using IE 3.0 or 4.0 you may need to install the latest Java Virtual Machine (updated Jan 20, 1999) on your computer. Microsoft released a fix for the Microsoft JVM on Jan 20, 1999. Installing the new Microsoft JVM enables you to enjoy videos with all their original colors.

    Download the most updated JVM. After installing the fixed Microsoft JVM, it is recommended that Internet Explorer users turn on the JIT compiler to improve the playback performance.

    Follow these steps to turn on the JIT compiler:
    • Select "Internet Options" from the "View" menu. Click on the "Advanced" tab.
    • Check the "JIT compiler" option which is under "Java" options.
    • Restart your computer and than try again to view the Site.
    Nothing seems to be happen when I try to view a video.
    Turn Java on in your browser's preferences. See Java Help Below.

    Sometimes a Software Security alert window pops up. What should I do?
    Select the "Always Trust" box and click "OK."

    Sometimes I get error messages, or the video just won't play.
    Clear your browser's cache and restart your browser. EXPLORER 4.0 + Users:
    • Go to View menu
    • Select Internet Options
    • Click the General tab
    • Go to Temp. Internet Files
    • Delete all files
    • Click OK
    • Go to History
    • Clear History
    • Click Yes
    • To close window Click OK
    • Close Browser and then re-open browser to view Java clips


    NETSCAPE 4.0+ Users:
    • Go to Edit menu
    • Select Preferences
    • Click the (-) minus sign next to Advanced
    • Select Cache
    • Clear Memory Cache
    • Click OK
    • Clear Disk Cache
    • Click OK
    • Close Browser and then re-open browser to view Java clips


    AOL 3.0+ USERS:
    • Click Preferences
    • Click the General tab
    • Go to Temp. Internet Files
    • Delete all files
    • Click OK
    • Go to History
    • Clear History
    • Click Yes
    • To close window Click OK
    • Close Browser and then reopen browser to view java clips


    The audio does not play smoothly for me, what can I do?
    Users with less than a 56K connection do not have enough bandwidth to receive both audio and video. The software gives preference to video, therefore, you should mute your computer's volume or try the solution below.

    How can I improve overall quality?
    The number one thing is to get a faster modem, or a DSL connection! Other than that, pressing the pause button increases the buffer size. The longer you pause the video, the better it will look & sound once it begins playing.

    Why doesn't the video look as good as TV?
    Huge amounts of bandwidth are required to transmit TV quality video over the Internet. As prevailing modem speeds increase, Internet video will increasingly look better. We all just have to be patient.

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    Enabling Java and Java Script
    Some of our programs may require Java or Java Script in your browser, these are usually on by default, but if for some reason you have turned them off here are instructions for turning them on;
      If you are using Netscape 4.0 or greater:
    • Click Edit (Top left of your screen)
    • Then click Preferences
    • Then click advanced
    • ensure there is a check mark in both "Enable Java and "Enable Java Script"
    • then click OK

      If you are using earlier releases of Netscape:
    • Click Edit (Top left of your screen)
    • then click Options
    • then click Network Preferences
    • then click Languages
    • ensure there is a check mark in both "Enable Java" and "Enable Java Script"
    • then click OK

      If you are using MicroSoft Internet Explorer 3.xx:
    • Click View Top left of your screen
    • then click Options
    • then click Security
    • ensure a checkmark appears in "Enable Java Programs"
    • the click OK

      If you are using Microsoft Internet Explorer 4.xx:
    • Click View Top left of your screen
    • then click Internet Options
    • then click the Security tab.
    • Under Internet Zone select Medium(more secure)
    • the click Apply then OK


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    My question was not answered in this FAQ can I e-mail you?
    Yes! Feel free to email us of any questions not answered by this FAQ. We value your patronage and will do our best to answer all relevant questions, be sure to include your username and subscription details. support@SOHQpay.com

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