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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 space2 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 (support for v.3.0 will be coming soon)
Other Software:Microsoft Windows Media Player version 10 or higher
Microsoft .NET 2.0 or higher
Adobe Flash 8.x or higher
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 one of the supported Microsoft Windows operating systems on your computer along with Mac OS X.
Q: How do I install the player?
A: To install the Trial version of NBC Direct 1.2, first ensure that you have uninstalled the older version before proceeding (In Add/Remove programs of the Windows control panel, remove NBC Direct Beta and OpenCASE Media Agent). Then visit nbc.com/direct. You will be prompted to install the latest version of NBC Direct. The installation wizard will guide you through the installation steps.
Q: What happens during player installation?
A: During installation, your system will be checked for required software components such as Adobe Flash and Microsoft .NET 2.0 Framework. It will also check your device to ensure it meets the minimum computer requirements before proceeding. You then have the option to register your player and receive High Definition resolution videos. Finally, the installer will copy the application files and register them with your Windows operating system.
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 work in a variety of network environments.
Q: The installer says that I "need to have administrative privileges 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: 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/direct 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/direct 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: Can I watch the videos I've downloaded when I'm offline?
A: Yes. While your computer is not connected to the Internet, your downloads will play back fine. You will not have access to the SELECT A VIDEO tab or "Account Settings." These features require you to be online.
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 series subscription basis. To subscribe to a series, simply click the "Subscriptions" tab on the http://www.nbc.nbc.com/direct web 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 http://www.nbc.nbc.com/direct web page. To manage your subscriptions, click "Subscribe" or "Cancel" and your settings will be updated accordingly.
Q: When I subscribe to a series that's already a few episodes into the season, will I also received the older episodes that I missed?
A: Depending on when you start a subscription, only the current episode and any future episodes will be downloaded automatically to your computer.
Q: What is P2P?
A: Peer-to-peer (P2P) is a way of rapidly delivering media files over the public internet allowing users to receive high quality NBC content in the fastest way possible directly to their desktops. When you download an episode through the NBC Direct service you're doing it on a secure and efficient network made up of fellow NBC Direct users. As more and more users join the network, downloads will become even faster. Here's how it works.

P2P uses large numbers of PCs, or peers, connected together on a network. When you download an episode, the P2P technology requests small pieces of the file that make up the program you requested from other peers using the NBC Direct service. Because these pieces are small, they travel much faster across the Internet and can be downloaded to your PC much quicker than trying to download a large media file all at once. The small pieces of the file are then intelligently put back together on your PC to make a complete file, i.e. the show you requested. It gets better. Our network is so smart that it looks for the closest peers in your geographic location to get you your file in the shortest time possible.

Of course, you have the option to choose not to be part of the NBC Direct peer-to-peer network. By opting out you will only download standard quality versions of the content and may experience slower download time for each show that you request.

For detailed information about P2P please visit http://en.wikipedia.org/wiki/P2P.
Q: Is your P2P network secure? Will I be exposed to any viruses or unwanted content if I sign up?
A: NBC Direct uses what is known as a "closed" P2P network. In the NBC Direct "closed" P2P environment, only files provided by NBC Universal that are specific to the NBC Direct service can be transferred between users, thus preventing any malicious or unwanted file sharing practices. Users cannot add their own files to share nor can they modify any of the files they've downloaded. Therefore, any video assets found on NBC Direct should be considered safe for download and sharing.
Q: Can I choose not to use P2P?
A: Yes, you can choose not to register during installation. By skipping registration during install, you will, by default, receive standard quality videos and will not be joined in as part of the NBC Direct P2P network. If you registered during or after installation, you are automatically enrolled to be part of the NBC Direct P2P network. To change your selection, go to the "Account Settings" menu located at the top of the NBC Direct player, log in using the account you registered with, and change your video quality option to "low."
Q: How can I tell if I'm part of the NBC Direct P2P network?
A: Only users who've chosen to receive high quality video downloads participate in P2P file sharing. The message shown to the right will appear beneath the video player window if you're NOT part of the closed P2P network.

Check your selection by (a) going to the Account Settings menu located at the top of the NBC Direct player then (b) log in with the account you registered with, and finally (c) check your video quality option. "High" means your machine is participating in the P2P file sharing network and "Low" means you are not.
Q: Will my machine still peer even if the NBC Direct player is not open?
A: Yes. If you have chosen to receive high quality content, any videos you have downloaded will be shared in the P2P network even if the NBC Direct player is not open.
Q: Can I use an existing myNBC account for NBC Direct?
A: Yes. NBC Direct utilizes the same user management system as myNBC. Your myNBC profile settings will appear in NBC Direct Account Settings screen. Any changes you make in the NBC Direct Account Settings will be immediately reflected in myNBC. To learn more about myNBC, click here.
Q: Why can't I log in?
A: There are a few reasons why you will not be able to log in.

  • You've never registered your player. If you skipped registration during installation, please click on the "Account Settings" link located at the top of the NBC Direct player and create a new user account.
  • You're logging in with the incorrect account. You can only log in with the account you registered the NBC Direct player with. If you cannot remember it, you can uninstall the NBC Direct player and re-install it again, registering under a new user account.
  • You are entering the incorrect password. If you are certain you are using the correct email address you registered the NBC Direct player under, you can click on the "forgot password" link located on the "Account Settings" login page to reset your password.
Q: Why can't I log in with a different account or create a new account?
A: The current version of NBC Direct only allows you to register the player under one account. Once registered, you are not allowed to log in with a different account or create a new account. If you wish to use a different account, please uninstall and reinstall the player and register under the desired myNBC user account.
Q: How do I get high quality content?
A: Check your selection from within the "Account Settings" menu located at the top of the NBC Direct player. Log in using the account you registered with and select the "high" video quality option.
Q: How do I know if my downloads are HD resolution?
A: Each show downloaded will be prefixed with either "[SD]" or "[HD]". "[SD]" is the standard definition resolution quality video and "[HD]" is the high definition resolution quality video.
Q: Are all shows available in HD?
A: At this time, only selected primetime and late night shows are available for download in HD resolution.
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 keeping it from reaching peak performance. In worse cases, your machine could be suffering from spyware or computer viruses.
Q: How do I share episodes?
A: In the "SELECT A VIDEO" tab, each show has a "Send to a Friend" button where you can enter your friend's email address and provide a message. Your friend will receive an email that includes the message you typed in, along with a link to the specific show you wish to share. Your friend will be required to install NBC Direct to receive the show you are sharing.
Q: How often are shows updated and when do they become available?
A: Typically, all primetime shows are scheduled to go live at 2am Pacific / 5am Eastern. Late night shows are normally posted for viewing online by 9am Pacific / Noon Eastern. However, show times and dates vary and the availability of new programs depends on the broadcast schedule.
Q: Can I specify where my files can be downloaded?
A: Yes. Click on the "Account Settings" link located at the top of the NBC Direct player and login with a myNBC user account. If you do not have one , can create one by clicking on the "Create a New Account" button. Once you have logged into your account settings, you can change the download path.
Q: Can I use the same user account on different machines?
A: Yes. You can install NBC Direct on different machines and register under the same user account.
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, videos can be downloaded and viewed for a predefined number of days from the date they are made available. The timeframe varies from show to show, so please check the availability in the "MY VIDEOS" tab of the NBC Direct player. However, within this timeframe, you are required to renew a "temporary" license every 48 hours in order to continue viewing your selected content.

Should your temporary license expire, you can renew it easily by either (a) clicking the "Download Now" button in the NBC Direct player for the video in question, or by (b) clicking the "Download Now" link for the respective selection on the http://www.nbc.nbc.com/direct web page. You will need an active Internet connection to download and renew the temporary license and resume playback. Once the fixed license timeframe has passed, the video will no longer be available to watch.
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 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:

  • 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 security 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: 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: 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: 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 such as NBC Direct.

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 anti-virus 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 uses port 443. There is one other port that is assigned to you at installation. To look it up, please open C:\Program Files\OpenCase\OpenCase Media Agent\PandoBinaries\pando.ini file with a text editor (e.g. Notepad) and see the value for "Listen Port."
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 anti-virus applications block your computer's ports by default.

Ensure that port blocking is turned off for port 443 as well as the assigned port (which you can look up using the instructions in the answer above).
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. 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
  • Go to " 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 in the left column of this page under the heading "Watch Full Episodes" as well as in the "Watch Video" 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 to 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 video playback marker 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 to display. If video does not appear at all, you may be running a content filter, anti-virus 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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