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HELP/CNN VIDEO
Frequently Asked Questions about CNN Video

Thank you for your interest in CNN.com's video service. CNN.com is committed to providing users with consistent, high-quality video. If you are having issues with videos on CNN.com, please read the answers to frequently asked questions below.


TECHNICAL

What are the computer system requirements for this service?
Watching full episodes on this site requires the following minimum system requirements:
1. An Adobe Flash Player with version 10.1 or higher.
2. An Internet connection of 3.0Mbps or greater (for HD content).
3. For Windows: An Intel Pentium 4 3GHz processor (or equivalent) with 128MB RAM/64MB of VRAM.
4. For a Macintosh: An Intel Core Duo 1.83GHz or faster processor, 256MB of RAM/64MB of VRAM.

To check if you have the most recent version of Adobe Flash Player, go to www.adobe.com.

What are the bandwidth requirements to view CNN.com Video?
CNN.com Video requires a high-speed Internet connection for optimal user experience. Broadband connections should be at least 500 Kbps to view CNN.com video . Please note that DSL light and wireless connections may experience slower loading if bandwidth is unavailable for use. CNN does not recommend using dial-up or other low bandwidth connections to access video content.

Do I need Flash player or plug-in installed?
Yes, the Flash plug-in/player needs to be installed to view CNN.com video on demand. If Flash is not detected on your computer, you will be prompted to install Flash. Once installed, you can enjoy viewing our video on demand archives.

Why do video clips sometimes stop or pause?
The most common cause of a pause or stop is Internet traffic congestion. There is a limit to the amount of information able to pass through your Internet connection, and if you exceed this, the player will "buffer" the data until it can pass. If this problem persists, try closing the player, and then re-launch it from any video link on CNN.com.

What determines my video quality?
CNN uses technology designed to actively adjust the video stream in an effort to provide you with the best video quality your connection speed and computer can support at a given moment. You may notice that video starts at a lower quality and often improves after 5 to 15 seconds, depending upon your connection.

What about firewalls?
Some corporate networks and Internet Service Providers block video transmissions by use of a Firewall. If you cannot see video clips (even though your system meets the system requirements noted above), you may want to contact your Internet Service Provider or network administrator to see whether a security firewall is blocking video transmission.

My audio is of poor quality or unavailable. How can I fix this?
Poor audio can result from multiple sources. Internet traffic congestion is the most common cause of pauses or stops, though high CPU usage on your computer or low speed connections can also result in similar issues. If the audio problem appears to be a result of Internet traffic congestion, try closing the player, and then re-launch it from any video link on CNN.com. If high CPU usage is causing interruptions to audio, try closing any programs that you are not using and re-launching the player. Finally, check to ensure that your connection is fast enough to support CNN Video by reviewing our Bandwidth Requirements (link to bandwidth FAQ section).

Receiving no audio transmission is generally an indicator that your speakers or system volume have been muted. Make sure that your audio is enabled.


I can open the player, but cannot see any video.
Your Internet Service Provider could be experiencing problems with its servers. If you cannot view other pages on the Internet, and if the problem persists, you should contact your Internet Service Provider for assistance.

If you only have the problem on CNN videos, try the following steps:

Make sure you uninstall any older versions of Flash prior to installing a new version. Click here to uninstall flash here and install the latest version of Flash player here

If updating your flash player does not work, we have found that other video issue can be resolved by going to here and checking "Allow third party flash content to store data on your computer" under Global Storage Settings and then refresh your browser .

Users who have hardware acceleration enabled within Flash player or their browser may also experience issues with video. To disable this feature, follow the corresponding instructions according to whichever browser you frequently use.

• Firefox: click on "Tools", go to "Options" and click on "Advanced." Open the "General" tab and under "Browsing" uncheck "use hardware acceleration when available."
• Internet Explorer: Click on "Tools", go to "Internet Options" and click on the "Advanced" tab. Check "use software rendering instead of GPU rendering."
• Flash Player: Go to http://www.cnn.com/video, right click on the CNN video player and select "Settings." Click on the first tab "Display" and uncheck "enable hardware acceleration."

If this does not resolve your issue, please log a technical support request through our feedback form.


How do I enlarge the player to full screen mode?
To enable full screen mode, click on tool icon with the two directional arrows in the video menu.

CONTENT:

Why do the videos contain commercials?
By running commercials in the video, CNN.com is able to offer the consistently high quality and quantity of online video programming at no cost to our users.

What videos are available on CNN.com?
CNN.com provides video clips in various different subject areas from world events to offbeat items. You'll find many new video clips each day.

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