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Cyclones.com
and Cyclones.tv
FAQ
Welcome to the new Cyclones.com and Cyclones.tv. In 2013, every Cyclones fan will have the ability to obtain an all-access pass to the Hofstra Pride Athletic Department through the new Cyclones.com and Cyclones.tv.
OVERVIEW
What is Cyclones.com? http://www.cyclones.com/ is the official web site of the Hofstra Pride Athletics Department. Cyclones.com is available to everyone who can access the Internet and contains articles, press releases, statistical information and other important content provided by the Sports Information Department within the Hofstra Pride What is Cyclones.tv? Cyclones.tv is a new premium content, subscription-based web product that is found on Cyclones.com. Cyclones.tv is also brought to you by the Athletic Department and specifically focuses on streaming video (live and archived) and other exclusive content produced by the team at. Additionally, Cyclones.tv offers premium stats packages, gamecast interfaces, special members-only features and offers, and will continue to offer new and exciting features to its members. How do I Signup and enroll? To process your subscription, you will need to create a username and password. You will also be required to provide your name, address, phone number, email address and credit card information. Account Management Both technical and customer support for Cyclones.tv can be obtained via email. Please submit your comments, problems or suggestions directly to Customer Service. Cyclones.tv System Requirements Cyclones.tv live programming and archived video can only be utilized through a high-speed Internet connection of 300kbps, such as cable, DSL, or satellite. If your connection to the Internet is by dial-up modem or is slower than a DSL connection you will not be able to watch Cyclones.tv media. A DSL, cable modem or other high speed connection is required. In addition to having a high-speed Internet connection, your computer should meet or exceed the following recommended system requirements:
System
Internet Browser
Screen resolution
Macromedia Flash
Audio Capability
Modem
Routers
Firewalls
Why do I have to login every time I try to watch a video? You are trying to watch the videos without logging into the site. You need to login in the upper left hand corner. Once you have logged in there, you won't have to enter your login id and password every time you try to watch a video. When I receive newsletter I get a message saying that an error has occurred with the script on this page If you are using Outlook Express for your email client the first thing to do is to visit http://windowsupdate.microsoft.com and get any critical updates, service packs, and recommended updates. The next thing to do is make sure you have the most up to date Windows Script. You can download it at Windows Script. There will be two English downloads at the top, make sure you download and install the correct one for your operating system. When I click in the Introduction link, it tries to load for a really long time and only about 1/3 of the page actually loads The introduction link will take you to an interactive page that uses Macromedia Flash 6. You need to have it installed if you want to see the large image. To get the Flash player, go to Macromedia Flash. The video doesn't look very good: When viewing video, you can select the speed at which the video will be accessed from your computer. Depending on the high-speed Internet provider, lower speeds may need to be utilized. I cannot view the content:
I'm running Netscape and your site loads very slow Older versions of Netscape do not handle a lot of the newer web technologies very well. Netscape 4.x versions have issues with style sheets for one thing. The site will not run on Netscape version 4.51. Other versions of Netscape in the 4.x series should run the site, but it will most likely be very slow. You can fix this by upgrading your Netscape browser to something more current, Netscape 6 or 7. I cannot sign in: Please verify your username and password. If these items are correct, check your billing information to verify it is updated and accurate. It is possible that if payment has not been made on the account, service will be interrupted. If you have further problems signing in, please contact Customer Service here. How can I change my password? Log into the site using your current account id and password. Click on "Preferences" on the left menu (near the top). This will bring up your account information. Look at the menu on the left again, where you clicked "Preferences". You will notice that it has expanded and you now have two more options under "Preferences," one of which will be "Change Password." I forgot my password To get your password, enter your account id as you normally would when logging in. For the password field, enter a bogus password. The site will then ask if you have forgotten your password and ask if you would like to have it emailed to you. I accidentally typed my email address wrong when registering As of right now there is no way to change your account id which is only used for logging in. So you will need to use the email address that you signed up with. Since your email address wasn't correct, you never received the email with the password. To get your password, enter your account id as you normally would when logging in. For the password field, enter a bogus password. The site will then ask if you have forgotten your password and ask if you would like to have it emailed to you. I can't login in anymore Your account may have been deactivated due to too many failed login attempts or a credit card problem. Open a ticket stating that you cannot log in and we'll track down the reason. When I select an event from the media player it prompts me to login again but never accepts the login. Is my account still active?
Please try to clear your Temporary Internet Files and Cookies. If you continue to have issues after clear your browsing history check for any security software such as McAfee, Norton, or Zone Alarm. Please also check for any toolbars such as Google or Yahoo. My login does not work. I have verified the password via the password help but still cannot login. Is the web site down? Your account may be inactive due to failed login attempts. Please contact our fan support. You can click on Contact Us at the bottom of the page to submit a support ticket. I am having trouble subscribing:
When registering, make sure you follow the instructions for entering your personal information. This includes valid name, address, email address, telephone and credit card information. Billing information is required to be identical to what the credit card issuer has on file for billing purposes. If you have further problems with registration, please contact Customer Service.
How do I cancel my current subscription? How do I renew my current subscription? To renew your subscription, please login to (service) with your email address and password. After logging in, you should see your account profile page. When you are on this page, click Manage Packages and then click Extend to extend an existing subscription. If you have previously canceled a subscription please click on Purchase Packages to purchase a new subscription. I have a new email address how do I update my account? To update account information, please login to (Service) with your email address and password. After logging in you should see your Account Profile. When you are on this page, click on Edit Profile. From this screen you can adjust your personal information, such as email, password, name, etc. My credit card has expired and I need to enter a new card or expiration date. Where do I update billing information? To update Billing information, please login to (Service) with your email address and password. After logging in, you should see the Account Profile. When you are on this page, click on Manage Cards. This will allow you to add, remove, or update your credit cards associated with the account. I purchased a Pay Per View event but I cannot login. Was my account not setup correctly? Pay-Per View events allow you to have access for that event only. Therefore, your login information will not work until an hour before the event?s start time. If you continue to have issues logging in during the hour prior to the event?s start time, please check our Login FAQ. I cannot get the audio to play
Check the following knowledge base articles from Microsoft for possible solutions: I cannot get the videos to play
Make sure you are up to date with the critical and driver updates from http://windowsupdate.microsoft.com.
For Windows Media Player 8 Try the following, open up Windows Media Player from the Start Menu On the menu, go to Tools ' Options You should automatically be on the "Player" tab, if not click it so that you are. At the very bottom click the option "Add items to Media Library when played" It will then allow you to click the option below it "Include items from removable media", click that as well. I can play the daily videos but none of the videos from the live events
There are a few things to check. First, make sure that Windows Media Player is set to allow Multicast streams. The video and audio are out of sync This might be a sound card or driver issue. Check for sound card driver updates from your vendor and from http://windowsupdate.microsoft.com. Download the latest DirectX from Windows Update as well. When media player opens it just shows a little white square with a red "X"
This means that media player can't properly load the media. It could be that media player has lost it's associations to another program such as Quicktime, WinAmp or Real Player. To restore the associations:
LIVE/ON-DEMAND BROADCAST DIFFICULTIES I have an Apple computer. Are your services compatible with OS X? Our service has been tested with the latest versions of Safari and Firefox for OS X. You will need to install Windows Media Player 9 for OS X. Please see the link below for download. Windows Media Player 9 for OS X is located at the link below: http://www.microsoft.com/windows/windowsmedia/player/mac/mp9/default.aspx When I select a live/On-Demand broadcast the media player say transitioning and never plays. Are there technical difficulties with the broadcast? This issue is with your Windows Media Player settings. Close any open web browsers and open Windows Media Player. In Windows Media Player, choose Tools from the top menu. If you can not see the top menu, press the Alt key on your keyboard. This will highlight the word File and will show the other categories. Once you click on Tools, click on Options. From here, click on the network tab. You will then see four options that are checked off. When you are on this screen, please uncheck UDP. After that, click Apply and then click OK. I can view broadcasts when they are On-Demand but I cannot view live broadcasts. Do I need additional software/plug-in for live broadcast? This is normally associated with a router/firewall. Please check our FAQ about routers/firewalls. I have a router/firewall. Will that cause problems with broadcasts? If you have a router/firewall then this would also need to be configured to allow multicasting. Another option would be to disable the firewall for the event and then enabled once the event is over. For assistance with configuration please consult the manufacturer of your router/firewall. I cannot view any broadcast. The media player never loads the control options such as play/pause, stop, and volume control. Do you have any kind of security software installed on your computer such as McAfee, Norton, or Zone Alarm? If so please try to disable the software. If you are not sure if you have any of that software then you can check by clicking on Start and going to the control panel. Look for add/remove programs. This will give you a list of software installed on your computer. Some security software can block Active X or Flash controls that our site requires. Please try to disable the software. If you do not want to disable the software for security purposes, please check the configuration. For assistance with configuration please consult the software manufacturer. Can I share my username and password with someone else? Cyclones.tv is a single-user membership product. Sharing your username is not permitted. Sharing your username with another person allows that person access to your credit card information as well. Is my privacy protected on Cyclones.tv? Your privacy is important to us. We provide a detailed notice explaining our online information practices. For more information, visit our privacy guidelines included in the terms and conditions. Can I link my site to Cyclones.com? Yes, you are allowed to link to http://www.cyclones.com/. Unless you have our written permission, you must link to the main page rather than a specific page inside the site. If your site is frame-based, we require that Cyclones.com opens in a new frame rather than in a frame on your site. Can Cyclones.com link to my site? In order to protect ourselves against NCAA rules violations, we will not provide links to any sites other than major media outlets as permitted by NCAA regulations. Is there recruiting information on Cyclones.com? Due to NCAA regulations we cannot post any information on recruiting on this website. Upon official announcement from Iowa State University coaches and administration at Iowa State University, Cyclones.com will be the first and official source on the web for this type of information. I sent a support request and did not get a response? While we try to respond to every support request that comes in through this site, there are several reasons as to why you may not have gotten a response. You may have typed the incorrect address in the reply-to category, or the e-mail may have been sent to the incorrect address. We will not respond to any emails that include foul or abusive language. If you have any questions, comments or concerns about our web site, please contact us here. I'd like to see something on Cyclones.com that is not on the site, where do I send my input? We value your input and would like to hear from you! We've created a place for you here to tell us what you like and don't like about Cyclones.com. Please click here to give us your input. Additionally, we plan to continuously conduct surveys and polls on the site that will be very helpful to us as we continue to make the site a better experience for our fans.
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