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FREQUENTLY ASKED QUESTIONS

DOWNLOADING EPISODES

Q: I've read that full episodes are available for download. Is this true?
A: Yes. Selected NBC shows are currently available through NBC Direct (currently in beta release), a service that allows users to download full episodes to their Windows-based PCs.
Q: What is the NBC Direct Player?
A: The NBC Direct player is a free application used for downloading and viewing NBC videos. It consists of three (3) functional components:
  • VIDEO PLAYER - Allows for video playback in both normal and full-screen modes and displays detailed information about the program.
  • SELECT A VIDEO tab - Allows you to browse the selection of videos available for download as well as initiate the download of the videos themselves.
  • MY VIDEOS tab - Lists all completed downloads as well as downloads in progress. You can initiate playback, view show details, or delete videos that you've already downloaded as well as pause or resume shows in the process of being downloaded.
Q: What are the system requirements? What hardware and software do I need?
A: We recommend the following specifications to ensure that you have a good viewing experience:
FeatureRecommendedMinimum
Operating System*:Microsoft Windows Vista and Microsoft Windows XP (any version, including MCE) with Service Pack 2 installed Windows Vista
CPU:1.5 GHz or faster600 MHz
Memory:1GB or more512 MB
Hard Disk:20 GB or more free space10 GB free space
Screen Resolution:1280 x 10241024 x 768
Audio:Speakers or other audio output A sound card
Internet Connection:Broadband/High Speed (DSL or Cable)
Internet Browser:Microsoft Internet Explorer 6.0 or higher
Mozilla Firefox 2.0 or higher
Other Software:Microsoft Windows Media Player version 10 or higher
Microsoft .NET 2.0 or higher
Adobe Flash 8.x or higher
*we have plans to support the Macintosh operating system in the future
Q: Are there plans to support the Macintosh operating system?
A: NBC Direct's video playback and security (Digital Rights Management) are built for the Microsoft Windows operating system. They don't currently run on other systems, such as Apple Macintosh or Linux. However, if your Apple computer runs on an Intel Core Duo processor, you can set up Apple's "Boot Camp" software to install and run Microsoft Windows XP on your computer along with Mac OS X.
Q: How do I install the Player?
A: After selecting content to download from the nbc.com/video jump page, you will be prompted to install the NBC Direct player.
  • If you choose "Run", installation begins as soon as the file is downloaded.
  • If you choose "Save", remember where you save the file so that you can start the installation when you are ready.
Q: What happens during Player Installation?
A: Installation includes these steps:
  • Agreeing to the License Agreement and Terms and Conditions. Please review the legal agreement under which you can use this service. You must agree to these terms before continuing.
  • Choosing an Install Location. We recommend that you accept the default directory for installed files.
Q: What is the OpenCASE Media Agent?
A: The OpenCASE Media Agent is a Windows service application that manages your video downloads and monitors for any updates and/or new content to be downloaded. NBC Direct will not work without the OpenCASE Media Agent.
Q: Will NBC Direct work inside my corporate network?
A: NBC Direct is currently in beta release so, depending on you're company's networking policies, the service may or may not work. Rest assured, we're actively developing future releases designed to will work in a variety of network environments.
Q: The installer says that I "need to have administrative priviledges on this computer." What does this mean?
A: In order to install NBC Direct, you must have the correct permissions for the machine you're attempting to perform the installation on. If you're a home user, make sure that your user profile is set to "Administrator." If you're attempting to install NBC Direct at work, you may need to contact your local IT support group for the correct permissions.
Q: Can I get NBC Direct outside of the United States?
A: At this time, NBC Direct is only available within the United States. If you attempt to connect to the service outside the United States, you will not be able to download any new videos or view any previously downloaded video content.
Q: How can I find the video I want?
A: You can browse the videos that are available for download on the "Select A Video" tab of the NBC Direct player or from the nbc.com/video jump page.
Q: I've found what I want, now how do I download it?
A: Simply click the "Download Now" button in the NBC Direct player or the "Download Now" link on the nbc.com/video jump page and your video request will automatically be queued. Within moments, the process should initiate and your download will begin.

Once the download has started, you can monitor the progress by clicking on the "My Videos" tab in your player. Please note: download times will vary depending on the speed of your Internet connection.
Q: How do I play a video in the Player?
A: You can watch videos in the NBC Direct player window in either normal or full-screen mode. If watching in full-screen mode, double clicking the video window will return you to the normal mode. The Player has the following standard controls: Play, Pause, Reverse, and Fast Forward. Audio controls let you mute or adjust the volume.
Q: Where are the videos I downloaded?
A: To view the list of shows you've successfully downloaded, click the MY VIDEOS tab on the NBC Direct player. Select any program to play it, delete it, or view its details.
Q: What is the Download Queue?
A: The Download Queue, located within the MY VIDEOS tab, displays all pending, current, or complete video downloads. A "pending" video is one waiting to be downloaded while a "current" video is in the process of being downloaded. The NBC Direct player can download more than one video at a time.

Downloads can be time-consuming, depending on the speed of your Internet connection. You can pause, resume, or cancel video file transfer at anytime during the download process. Each current download has a progress bar indicating how much of the overall file transfer has been completed.

If you cancel a download in progress, it cannot be restarted. If you wish to download it again, you will need to start a new download session by clicking the "Download Now" button from the SELECT A VIDEO tab.

Completed downloads appear in the Downloaded Content section under the MY VIDEOS tab.
Q: How do subscriptions work?
A: All downloadable shows are also available on subscription basis. To subscribe to a show, simply click the "Subscribe to Season" link on the nbc.com/video jump page and your video request will automatically be queued. Once initiated, you will start receiving weekly downloads of new videos for your selected program(s) as they become available.

You can sign up for or cancel a subscription at any time from the nbc.com/video jump page. To manage your subscriptions, click "Subscribe" or "Unsubscribe" and your settings will be updated accordingly.
Q: Why do I need a license to watch my videos?
A: Digital Rights Management (DRM) technology protects the copyrights of people who make movies, television, recorded music, and the like. At the same time, it grants licenses to consumers so that they can play media files they have downloaded. A license is a software key that grants permission for limited use of the media file. Please see our license agreement for more details about the DRM technology and the manner in which it interacts with your computer.

TIP: If the system asks if it should back up licenses, it is suggested that you always choose "yes". A license backup provides a safety net in case of problems on your system.
Q: What are the license terms of my download?
A: The NBC Direct service uses a "fixed" and a "temporary" license arrangement. Under the terms of the "fixed" license agreement, all videos can be downloaded and viewed for seven (7) days from the date they are made available. However, within this timeframe, the user is required to renew a "temporary" license every 48 hours in order to continue viewing your selected content.

Should your license expire, you can renew it easily by either (a) clicking the "Download Now" button in the NBC Direct player for the content piece in question or by (b) clicking the "Download Now" link for the respective selection on the nbc.com/video jump page. You will need an active Internet connection to download and renew the "temporary" license and resume playback.
Q: Why am I getting this message?
A: You may be unable to play content that you previously acquired if the content is protected by using Microsoft Windows Media Digital Rights Manager (DRM). When this problem occurs, you may be directed to a Microsoft Web site. You may experience this problem when either of the following conditions is true:

  • You have upgraded from Microsoft Windows Media Player for Windows XP or from Microsoft Windows Media Player 9 Series to Microsoft Windows Media Player 11.
  • You have upgraded from an earlier version of Microsoft Windows to Windows Vista.


To fix this issue, please upgrade the securing components by visiting the Microsoft Web site
Q: Can I play downloaded videos on any computer?
A: NBC Direct videos will only play on the computer where the download request originated.
Q: Can I back up videos to external drives, CDs, or DVDs?
A: Unfortunately, not at this time. The video license you receive will be solely for the machine the file was originally downloaded to.
Q: Can I use my portable media device to view videos that I download?
A: Unfortunately, not at this time. However, future releases of NBC Direct will allow for content portability to multiple, registered devices.
Q: What if the video doesn't download properly?
A: If a download is stalled, click "Pause" and then "Resume". That is usually enough to get the download going again.

If the download does not resume, please restart your computer and start the player again.

If a problem arises with any download, the download may fail or the video may be corrupt and unwatchable. In these cases, delete the file from your My Videos list and re-download it.
Q: What happens if I turn off my player or computer while downloading a video?
A: The download manager component of the NBC Direct player uses a background process that continues to download videos even if you close the Player.

If you turn off your computer, the download stops. When you restart the computer and launch the NBC Direct player again, the download resumes from where it left off.
Q: What if my video playback is jerky?
A: Check to see if your computer meets the system requirements. If it does, you might have too many applications running at the same time. Close other applications and try viewing the video again. If the problem persists, your computer may have other services running that are precluding it from reaching peak performance. In worse cases, your machine could be suffering from spyware or computer viruses.
Q: What's causing player errors (or other technical issues)?
A: Our Player software is built on Microsoft Windows Media components. If you have any detailed technical or operational questions, follow this link to Microsoft's online pages for Windows Media Player:http://www.microsoft.com/windows/windowsmedia/default.mspx

Some of the information in this link might refer to functions that are not in the Player, but you may find help for your technical issues.
Q: Can I download videos via a dial-up connection?
A: NBC Direct does not perform well using dial-up modem connections because they are too slow. Thus, the use of a broadband Internet connection is required. Please contact your internet service provider (ISP) to upgrade to a high-speed connection such as DSL or cable.
Q: What is the best format for video playback in the Player?
A: Currently, the NBC Direct player supports the Microsoft Windows Media Player video format (WMV) and the Adobe Flash Video format (FLV).
Q: How can I avoid computer viruses on WMV (video) files?
A: If you use file-sharing programs to download media files that do not deliver a license, your computer may download a virus. You should not have this problem when you obtain protected files from legitimate online sources.

To guard against such attacks, we suggest that you use Microsoft Windows Update to keep your computer current with all security patches for Windows operating systems. You should also install antivirus and anti-spyware programs. They help to protect your computer and keep your system running well.
Q: What ports are used for downloads?
A: NBC Direct use port 443 and ports 2200 to 2299 which must be open at all times.
Q: Is my firewall blocking downloads?
A: You may have to change settings in your firewall to allow NBC Direct to access the ports it needs. Many firewalls and antivirus applications block your computer's ports by default.

Ensure that port blocking is turned off for port 443 and ports 2200 to 2299 and that they are kept free for the NBC Direct player to use.
Q: Is my router blocking downloads?
A: You may have to change settings in your router to grant the NBC Direct player access to the ports it needs, without exposing your computer to viruses and other attacks.

Be careful when changing your router configuration as this can affect your network and its security. We support only OpenCASE software. Consult your IT department or computer expert before making changes.

To see if a router is interfering with downloads, some people experiment by disconnecting from the router and connecting directly to the Internet.

For information about configuring different models of routers, you may look at http://www.portforward.com/routers.htm.
Q: How do I uninstall the Player?
A: To uninstall the Player, follow these steps:
  • Click on the Start button
  • Open Settings > Control Panel
  • Launch Add or Remove programs
  • Select "NBC Direct Beta" and click "Remove"
  • Select "OpenCASE Media Agent" and click "Remove"
Q: The videos I downloaded don't play. I only get ads. Why?
A: This symptom occurs typically when the Microsoft Digital Rights Management (DRM) component that comes with your Windows operating system is corrupt. You will have re-initialize this component by doing the following:

Windows XP users (all editions)
  1. Close the NBC Direct Player (if open)
  2. Open Windows Explorer by navigating here: Start > Programs > Accessories > Windows Explorer
  3. In the Windows Explorer menu, click and navigate to Tools > Folder Options...
  4. Click on the View tab and select the "Show hidden files and folders" option (turn it on)
  5. Uncheck the "Hide protected operating system files (Recommended)" option (turn it off)
  6. Click "OK" to save your changes and close the Folder Options window
  7. Navigate to the following folder "C:\Documents and Settings\All Users\DRM"
  8. Copy all files in this folder into a different location for backup. This is important if you have DRM licenses from other services that you may need to restore.
  9. Delete all files in the "C:\Documents and Settings\All Users\DRM" folder
  10. Click the appropriate link below based on the version of Windows Media Player you have installed to perform the Microsoft Security component upgrade.
    Windows Media Player 10
    Windows Media Player 11
  11. Cick on the "Upgrade" button.
  12. Once completed, please re-open the NBC Direct player.

Windows Vista users (all editions)
  1. Close the NBC Direct Player (if open)
  2. Open Windows Explorer by navigating here: Start > All Programs > Accessories > Windows Explorer
  3. In the Windows Explorer menu, click and navigate to Organize > Folder and Search Options...
  4. Click on the View tab and select the "Show hidden files and folders" option (turn it on)
  5. Uncheck the "Hide protected operating system files (Recommended)" option (turn it off)
  6. Click "OK" to save your changes and close the Folder Options window
  7. Navigate to the following folder "C:\ProgramData\Microsoft\Windows\DRM"
  8. Copy all files in this folder into a different location for backup. This is important if you have DRM licenses from other services that you may need to restore.
  9. Delete all files in the "C:\ProgramData\Microsoft\Windows\DRM" folder
  10. Click the appropriate link below based on the version of Windows Media Player you have installed to perform the Microsoft Security component upgrade.
    Windows Media Player 10
    Windows Media Player 11
  11. Cick on the "Upgrade" button.
  12. Once completed, please re-open the NBC Direct player.
Q: I have a question about NBC Direct that's not answered here. Who do I contact?
A: Send an email to nbcdirect@nbcuni.com
NBC Direct is currently in beta release so your feedback is appreciated. Due to the volume of email we receive, it may not be possible to reply directly to your inquiry.

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STREAMING EPISODES

Q: What shows are available to watch online?
A: The complete list of shows is listed in the left column of this page under the heading "Watch Full Episodes" as well as in the "Watch Video" global navigation link located at the top of the every page of NBC.com.
Q: When do full episodes become available for viewing?
A: The majority of our Primetime shows become available for viewing online at 5 AM Eastern / 2 AM Pacific the night of the broadcast. However, start times for certain programs may vary so please visit the respective show's home page for details. Late Night shows become available at 12 PM Eastern / 9 AM Pacific the day after the broadcast.
Q: Can I watch episodes outside the United States?
A: At this time, full episodes on NBC.com can only be viewed in the United States.
Q: What do I need in order start streaming full episodes?
A: We recommend the following specifications to ensure that you have a good viewing experience:
FeatureRecommendedMinimum
Operating System*:Microsoft Windows Vista and Windows XP (any version, including MCE) with Service Pack 2 installed
Apple Macintosh OS X 10.2 "Jaguar", 10.3 "Panther", 10.4 "Tiger" and 10.5 "Leopard"
CPU:1.5 GHz or faster600 MHz
Memory:1GB or more512 MB
Hard Disk:20 GB or more free space10 GB free space
Screen Resolution:1280 x 10241024 x 768
Audio:Speakers or other audio output A sound card
Internet Connection:Broadband/High Speed (DSL or Cable)
Internet Browser:Microsoft Internet Explorer 6.0 or higher
Mozilla Firefox 2.0 or higher
Apple Safari 3.0 or higher
Other Software:Adobe Flash Player 8.x or higher
Q: Are these services available in other countries?
A: Currently this mobile content is only available in the U.S.

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USING EXTRA FEATURES

Q: What are Extra Features and how are they used?
A: Extra Features are available for selected full episodes and are meant to enhance the viewing experience by adding interactivity and additional functionality during video playback. They include:

Episode Insights: air date and cast/crew credits information
Closed Captioning: text synched to the video playback.
Cast Commentary: exclusive interactive cast/crew commentary
Viewer Reviews: share your thoughts
Share This Episode: email a friend, send a highlight to a mobile phone

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TROUBLESHOOTING

Q: Why does audio or video playback stop and/or stall?
A: Under normal circumstances, playback should not stop or stall. However, video delivery may be disrupted during periods of Internet congestion or if you have too many computer applications open and running at the same time.
Q: What can I do if the video playback stops or plays slowly?
A: Stalled playback should be cleared up by refreshing your browser or closing your browser and opening it again. Another possible solution is to drag the scrub button back in time several minutes in the program timeline. You may also wish to avoid Internet congestion and wait approximately 30 minutes before viewing the programming again. Also, try closing other computer applications that may be open at the same time. FYI: Peak periods of traffic congestion occur during lunch hours and in the early evening.
Q: Why doesn't audio and video play at all?
A: While generally fast to load, video can take 30-50 seconds display. If video does not appear at all, you may be running a content filter, antivirus application or proxy accelerator that is preventing the streaming of video content. Please turn off these services and try again. If the problem persists please contact us here.
Q: I'm hearing audio but the video is not appearing. Why?
A: Your computer may not meet the minimum system and bandwidth requirements for the player. You can check these requirements here.
Q: Why does video play without audio?
A: Please ensure that your speakers or headphones are connected, turned on and not muted. If the problem persists please contact us here.
Q: I've tried everything, and the player still won't work for me.
A: If you continue to experience stalling problems after ensuring that you meet the system and bandwidth requirements and trying all the above troubleshooting steps, please contact us here.

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