QUESTIONS

1: Why aren't your Windows Media files Mac compatible?

2: What is a "Permanent License" video file?

3: How will your Windows Media digital rights management (DRM) system affect my access to "Permanent License" 1000k video files?

4: How do I download 1000k Windows Media Files to my hard drive?

5: I keep losing my connection while downloading files and I'm getting an error message that says "Your connection to the server has been reset." What should I do?

6: When I try to view the 1000k Windows Media Player videos, I get an error message that either says "Sorry your current membership level does not allow viewing premium content" or "Incorrect Username and Password."

7: I've made all these changes and I'm still unable to view the videos!

8: How do I back up and restore my DRM licenses?

9: How do I move my video and license to a new computer?

10: I've done everything you suggest and I still can't view the videos! What should I do now?

1. Why aren't your Windows Media files Mac compatible?
At the moment, our Windows Media 9 video files are not Mac compatible. We were lead to believe a Mac compatible player would be released by Microsoft in March 2003 but it has not yet arrived. Hopefully a compatible player will be released very soon.

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2. What is a "Permanent License" video file?
Our 1000k "Permanent License" video files are available for purchase on an individual basis and, unlike our 300k and 700k files, access to these files is not tied to HotBOX membership. Once you purchase a 1000k "Permanent License" file, it's yours to keep forever. By purchasing these files, you will gain permanent access and unlimited personal use but you will only be allowed to play the video from one computer. See answer #3 for more details on license restrictions.

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3. How will your Windows Media digital rights management (DRM) system affect my access to "Permanent License" 1000k video files?
We are using the Windows Media digital rights management system to protect our video content from piracy. While this system should do a lot to protect our videos from theft, it should not get in the way of your ability to view the videos as often as you wish. To help make your experience a smooth as possible, here are a few clues about how the system works...

Whenever you play a 1000k video for the first time, our system will ask to verify your purchase password information and issue you a license to play the video. If you have not yet paid for the file, you will be prompted to do so.

After obtaining a license, you will be able to play your downloaded 1000k video file from the computer where you first verified your license. You will only have to re-verify the license twice a year. (without charge)

You can move the license to another computer but you will lose the license on the original computer. See answer #9.

You can back up your license to another location (like a CD), and recover your license in case a file gets corrupted or you need to transfer the license to a new location. You can only play the video from one computer at a time. See answer #8 for more information on how to back up your license.

DRM is a software product of Microsoft. When desired features are added by Microsoft, these features will be made available to you when you re-verify your license.

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4. How do I download 1000k Windows Media Files to my hard drive?

• Once you've completed the purchase of your 1000k "Permanent License".

If you want to download the video and play it later:
• Right click on the "Right Click to Download and play later" link.
• Choose "Save As".
• Choose where you want to save the video on your computer.
• Click "Save" to start the download.
• The first time you attempt to play the 1000k file from your hard drive you will be prompted for your username and password information and you will be issued a license. You will need to be connected to the Internet to get the license.
• After you acquire your initial license, you will have permanent access to the file and should only be required to re-verify your license twice per year. See answer #3 for more details.

If you have broadband access, and want to download and watch the video at the same time:
• Click the "Download and Play" link.
• Enter your username and password when prompted and click Play. You will be issued a license and the video will be played and downloaded automatically.
• After you acquire your initial license, you will have permanent access to the file and should only be required to re-verify your license twice per year. See answer #3 for more details.

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5. I keep losing my connection while downloading files and I'm getting an error message that says "your connection to the server has been reset." What should I do?
This can happen if your internet connection hiccups or fails during your video download. If you are experiencing this problem on a regular basis, the best thing you can do is install a download manager to protect your download should an interruption occur. You can find several download managers to choose from, for example, on Download.com.

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6. When I try to view the 1000k Windows Media Player videos, I get an error message that either says "Sorry your current membership level does not allow viewing premium content" or "Incorrect Username and Password."
The Windows Media Player videos on our site are password protected and require you, the member, to acquire a "license" to view them. Your player will try to acquire this license automatically when you try to view the video. If you have your browser remember your codes for the site, you might get a message saying "Incorrect Username and Password." or "Sorry your current membership level does not allow viewing premium content." To fix this problem, make the following changes to the settings in your Windows Media Player:

Under Tools -> Options select: "Privacy"
On the "Privacy" tab, under Enhanced Playback Experience:
Make sure the box next to "Acquire licenses automatically for protected content" is Unchecked.

Under Tools -> Options select: "Security"
On the "Security" tab, Select Zone Settings
A box will come up asking if it's okay to change these security settings, click OK.
Click on the Internet Icon and select Custom Level.
Scroll all the way down to the bottom of the window until you see:
User Authentication:
Logon:
Choose "Prompt for user name and password"
Click OK, then click Yes when it asks you if you are sure you want to change this setting.
Follow this same procedure for Local Internet, Trusted Sites and Restricted Sites.

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7. I've made all these changes and I'm still unable to view the 1000k Windows Media videos!
You may need to install the most recent Windows Media Player security patch.

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8. How do I back up and restore my DRM licenses?
Windows Media Player has a mechanism for backing up and restoring media licenses.

We reccommend that you back up your licenses, otherwise you could lose your media collection when you move to a new computer.

To back up your media licenses, follow these steps in Windows Media Player:

Choose Tools, then License Management.

In the License Management dialog box, click Browse and then specify a location for your back up. You might want to create at least one back up on a removable medium.

Click Back Up Now.

If you have acquired licenses for items that allow you to play the items for an indefinite period of time on your own computer, that doesn't mean you can never move the media items to another computer. You can move them (giving up your privileges on the current computer), but only if you have backed up your licenses. When you move the media to a new computer, you restore the licenses on the new computer.

To restore your licenses, follow these steps:

Choose Tools, then License Management.
In the License Management, click Restore Now. The following dialog appears:

Click OK.

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9. How do I move my video and license to a new computer?
Copy the video file and the license back up files to the new computer either by a network connection or from a CD that you have previously made a copy of both the video files and the back up license files.
Follow the steps in answer #8 above for restoring your license.

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10. I've done everything you suggest and I still can't view the videos! What should I do now?
It's possible you may need to adjust some other settings in your Windows Media Player or you may need some assistance with your membership codes. Please contact our 24-hour Customer Support team for more assistance:

1 800-935-5771 (US toll free)
(310) 202-3950 (International)

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