TrojanTV Account Information FAQ
• What is TrojanTV All-Access?
• Who delivers and supports TrojanTV All-Access?
• How do I sign up for TrojanTV All-Access?
• What is the encode rate (kbps) for your streaming video?

System Requirements

• Make sure your computer meets all the system requirements for TrojanTV products.

TrojanTV Subscription Access FAQ
• Can I access my subscription from any computer, anywhere at anytime?
• How long until games are archived?
• I am trying to sign up online but I am having problems.
• I am trying to sign in to my subscription but my password is invalid
• I am a paid subscriber but I cannot access any content.
• How do I retrieve my password?
• How do I cancel my subscription?
• How much does TrojanTV All-Access cost?

TrojanTV Billing Information FAQ
• Can I use a debit card to sign up?
• How do I cancel my subscription?
• What is the TrojanTV refund policy?

TrojanTV Technical Troubleshooting FAQ

• Which Media Player do I need to play media on TrojanTV All-Access?
• What are the system requirements?
• Can I use All-Access without leaving Firefox?
• How do I download and install the Windows Media Player?
• How do I download and install the latest Flash plug-in?
• I’ve double-clicked the video being played and Full-Screen mode doesn’t display. Why isn’t this working?
• How do I set the optimal configuration for my Media Player?
• Why can't I see the event links on the right side of the TrojanTV All-Access player?
• What should my Pop-up Blocker settings be?
• Game Tracker Requirements
• How do I delete Temporary Internet Files in my browser to clear the cache?
• I know I need to enable cookies for All-Access to function properly. How do I enable cookies in my browser?
• Can I use AOL as my browser when accessing my TrojanTV All-Access subscription?
• When I play an TrojanTV All-Access video feed, why can I hear the audio but not see the video?
• How can I improve the quality of my video feed?
• If I get the message: "Error, Windows Media Player cannot play the file if the file is on another computer, verify that you are connected to the Network" What could the problem be?
• I am having trouble accessing the game feeds and I may be behind a firewall, on a router, or on a wireless connection. Why does my media player try to connect endlessly, stay at a blank black screen or try to connect and then reconnect, or I receive a "Cannot connect to server/network" error message?
• What file types does TrojanTV use? How do I associate these file types with my media player?
• The interface will not load, it just stays black and a circle keeps spinning in the center. What could the problem be?
• When I click on an event link at game time I get the message “The Game has not yet begun, please try back later”. What could the problem be?

Contact CSTV.com Customer Support
• Contact us

1. What is TrojanTV All-Access?

TrojanTV All-Access is an interactive Internet broadband offering provided by CSTV that allows USC Trojan sports fans to experience the passion, tradition and excitement of the USC Trojans with comprehensive, easy-to access multimedia coverage.

2. Who delivers and supports TrojanTV All-Access?

CSTV Networks, Inc.

3. How do I sign up for TrojanTV All-Access?

You will be prompted to sign-up with TrojanTV All-Access when you click on free or subscription content within the product. If you experience any problems during the registration process please contact customer service at customersupport@cstv.com.

4. What is the encode rate (kbps) for your streaming video?

400Kbps - 500Kbps.

System Requirements

• Windows
• Processor: Intel Pentium III 800 MHz (or equivalent)
• Operating System: Windows 2000 SP4, Windows XP SP2, XP Media Center 2005
• Browser: Microsoft Internet Explorer 6.0 and 7.0
• 512 MB RAM
• 16-bit sound card and speakers
• 65,000-color video display card
• Internet connection: High Speed Broadband Connection at least 500kbps
• Web browser (see above); cookies enabled
• Media Player: Windows Media Player (Windows 2000) 9 and (Windows XP) 10
• Flash 7.0 or 8.0 for Internet Explorer
• Minimum Screen Resolution 1024 x 768

Note: TrojanTV All-Access has been optimized for the Internet Explorer browser for best performance on the Windows platform. Browsers such Mozilla Firefox may be used but are not supported for optimal performance.

• Macintosh
• Operating System: MAC OS X
• Browser: Safari 2.0 or higher (Safari 3.x Beta is NOT supported). JavaScript must be enabled
• 512 MB RAM
• Internet connection: High Speed Broadband Connection at least 500kbps
• Flip4Mac plug-in (by Telestream)
• With Flip4Mac, you can play Windows Media files (.wma and .wmv) in QuickTime Player and view Windows Media content on the Internet using a web browser
• Flip4Mac System Requirements:
• QuickTime 6.5 or higher
• MAC OS X 10.3.9 or higher
• The Flip4Mac plug-in may be downloaded at the following link: http://www.microsoft.com/windows/windowsmedia/player/wmcomponents.mspx Click on "Free Download" button and then click on the "Download" button. We recommend that you review the Flip4Mac download and installation instructions on the same page as the Download button before downloading.

Note: TrojanTV All-Access has been optimized for the Safari browser for best performance on the Macintosh platform. Browsers such Mozilla Firefox may be used but are not supported for optimal performance.

1. Can I access my subscription from any computer, anywhere at anytime?

Yes. As long as the computer meets the system requirements and has internet access with at least 500kbps bandwidth for Video, then you can login with your registered email address and password to access your subscription from anywhere at anytime.

2. How long until games are archived?

The archives should generally be available within two hours of the game (subject to tape delay exceptions e.g. school / conference not releasing footage).

3. I am trying to sign up online but I am having problems.

Please contact customer service at customersupport@cstv.com.

4. I am trying to sign in to my subscription but my password is invalid

Please be sure to type your password exactly as you entered it. Passwords are case sensitive. Also, make sure the CAPS LOCK key is NOT on. If you are still have problems signing in, email customer service at customersupport@cstv.com.

5. I am a paid subscriber but I cannot access any content.

Please contact customer service at customersupport@cstv.com.

6. How do I retrieve my password?

Please email customer service at customersupport@cstv.com.

7. How do I cancel my subscription?

Please email customer service at customersupport@cstv.com.

8. How much does TrojanTV All-Access cost?

The Trojan TrojanTV All-Access monthly subscription costs $9.95. The Trojan TrojanTV All-Access annual subscription costs $79.95.

1. Can I use a debit card to sign up?

Yes. You can sign up online using your debit or credit card.

2. How do I cancel my subscription?

All TrojanTV monthly subscriptions are billed on a recurring 30 day cycle. Annual subscriptions are billed prior to the start of each season. You can cancel your subscription by emailing customer service at customersupport@cstv.com.

3. What is the CSTV.com refund policy?

TrojanTV All-Access will honor any refund request for an unused seasonal subscription made within 10 days of purchase and any refund request for an unused monthly subscription made within 5 days of the purchase or within 5 days of the last billing. Please email customer service at customersupport@cstv.com.

1. Which Media Player do I need to play media on TrojanTV All-Access?

To access TrjoanTV All-Access audio and video content, you need Windows Media Player 9 or 10. • Windows 2000 SP4 - WMP Version 9
• Windows XP SP2, XP Media Center 2005 - WMP Version 10

2. What are the system requirements?

• Windows
• Processor: Intel Pentium III 800 MHz (or equivalent)
• Operating System: Windows 2000 SP4, Windows XP SP2, XP Media Center 2005
• Browser: Microsoft Internet Explorer 6.0 and 7.0
• 512 MB RAM
• 16-bit sound card and speakers
• 65,000-color video display card
• Internet connection: High Speed Broadband Connection at least 500kbps
• Web browser (see above); cookies enabled
• Media Player: Windows Media Player (Windows 2000) 9 and (Windows XP) 10
• Flash 7.0 or 8.0 for Internet Explorer
• Minimum Screen Resolution 1024 x 768

Note: TrojanTV All-Access has been optimized for the Internet Explorer browser for best performance on the Windows platform. Browsers such Mozilla Firefox may be used but are not supported for optimal performance.

• Macintosh
• Operating System: MAC OS X
• Browser: Safari 2.0 or higher (Safari 3.x Beta is NOT supported). JavaScript must be enabled
• 512 MB RAM
• Internet connection: High Speed Broadband Connection at least 500kbps
• Flip4Mac plug-in (by Telestream)
• With Flip4Mac, you can play Windows Media files (.wma and .wmv) in QuickTime Player and view Windows Media content on the Internet using a web browser
• Flip4Mac System Requirements:
• QuickTime 6.5 or higher
• MAC OS X 10.3.9 or higher
• The Flip4Mac plug-in may be downloaded at the following link: http://www.microsoft.com/windows/windowsmedia/player/wmcomponents.mspx Click on "Free Download" button and then click on the "Download" button. We recommend that you review the Flip4Mac download and installation instructions on the same page as the Download button before downloading.

Note: TrojanTV All-Access has been optimized for the Safari browser for best performance on the Macintosh platform. Browsers such Mozilla Firefox may be used but are not supported for optimal performance.

3. Can I use TrojanTV All-Access without leaving Firefox?

Yes. Click on the link below and download the extension plug-in to enable Firefox to run an Internet Explorer browser session:

http://www.download.com/IE-Tab/3000-11745_4-10603738.html?tag=lst-0-3

Download and install the IE_TAB extension plug-in and restart Firefox. Open www.cstv.com or the school site in a new tab. Then right click on the page and select “View Page as IE Tab”.

4. How do I download and install the Windows Media Player?

•Go to the Windows Media Download Center
http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx
•From the list of downloads, select the appropriate Windows Media Player for your operating system
•Click on the Download button for Widows Media Player 9 or 10
•After the download, open the installer (MPSetup.exe) and complete the installation.

5. How do I download and install the latest Flash plug-in?

• Go to the Adobe Flash Player Download Center for Windows
http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash
• Click on the 'Download Now' button
• After the download, open the installer (install_flash_player.exe) and complete the installation.

6. How do I launch a Full-Screen version of the video being played?

Double-click on the video to view the video in Full-Screen mode.

7. How do I set the optimal configuration for my Media Player?

• Open the Windows Media Player in stand alone mode
• Pull down the Tools menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Select Options
• In the Player tab, be sure the "Download Codecs Automatically" box is checked.
• Also, be sure the "Connect to the Internet (overrides other commands)" box is checked.
• In the Performance tab, in the Connection Speed category, select Choose Connection Speed
• In the Connection Speed drop down menu, choose the speed proper to your Internet service.
Note: For CSTV.com video, the speed must be higher than 500Kbps. If you do not know your connection speed, contact your Internet Service Provider
• Select the Network tab
• Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP.)
• Click Configure
• Change the Proxy Setting to Do Not Use a Proxy Server
• Click OK to the Configure Protocol window
• Click Apply
• Click OK to the Options window

• Optimal configuration for QuickTime on the Macintosh
• Open the QuickTime Player in stand alone mode
• Pull down the QuickTime menu and select QuickTime preferences
• Under the browser tab make sure "Play movies automatically" and "Save movies in disk cache" are checked
• Under the streaming tab set the speed to 768kbps DSL/Cable
• Check "Enable instant on" box
• Close the QuickTime preferences
• Flip4Mac
• Accept all default settings with Flip4Mac

8. Why can't I see the event links on the right side of the TrojanTV All-Access player?

The video screen resolution needs to be changed to 1024 x768.
• Click a RIGHT CLICK on your desktop
• Select PROPERTIES
• Click on the SETTINGS tab
• Slide the bar under "screen resolution" to 1024 x 768
• Click on APPLY
• Click on OK

9. What should my Pop-up Blocker settings be?

Pop-up Blocker should be turned OFF - some applications, such as the Media Player and Game tracker and the sign in screen are launched in separate pop-up windows. You may not be able to launch these applications properly if you have Pop-up Blocker turned on
• Your computer may have 3rd party pop-up blockers in addition to your browser's pop-up blockers that will also need to be disabled

10. GameTracker Requirements

Game Tracker will work with Flash Player 7 or higher installed. It is recommended that your connection speed is higher than 500 Kbps (Mid-Level DSL or above). To ensure optimal performance, make sure your browser is configured to maximize the refresh speed of your CSTV.com Game Tracker session. Follow these steps in Internet Explorer Version 6:

• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click on the Settings button
• Under 'Check for newer version of stored pages'
• Fill in the circle for 'Every visit to the page'
• Click OK
• Click OK to close the Internet Options window

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Changing configurations of your computer is done at your own risk. In no event shall CSTV be responsible or liable for any damage, failure, interruption or error to your computer and/or software or operating system with respect to any changes made based on the above suggested configurations.

11. How do I delete Temporary Internet Files in my browser to clear the cache?

If you are having difficulty accessing TrojanTV All-Access, then you should clear out your browser's cache. To clear the cache on Internet Explorer Version 6:
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click Delete Files. (Click OK in the Delete Files pop up window)
• Do not check the 'Delete offline connect' box
• Click OK to close the Internet Options window

To clear the cache on Internet Explorer Version 7:
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Under Browsing history "Delete temporary files, history . . ."
• Click on the Delete button
• Go to the "Temporary Internet Files" tab
• Click on the "Delete files" button on the right
• Click “Yes” to the prompt "Are you sure you want to delete all temporary Internet Explorer files?"
• Click on the "Close" button when the temporary internet files have been deleted
• Click OK to close the Internet Options window

To clear the cache in Safari on the Macintosh:
• Pull down the Safari menu and select Empty Cache. Click on Empty in the ensuing window.

12. I know I need to enable cookies for TrojanTV All-Access to function properly. How do I enable cookies in my browser?

Below are directions on how to locate the cookie settings on browsers supported by CSTV.com: Internet Explorer Version 6
• Pull down the Tools menu and select Internet Options
• In the Privacy tab, the bar on the left slides up or down, setting the cookie level
• If the slide bar does not move, click on the DEFAULT button in the lower right to restore defaults, this enables you to move the slide bar
• Configure your browser with the slide bar to accept cookies, at your preferred level
• Recommended Cookie level: Medium

To enable cookies for Safari on the Macintosh:
• Pull down the Safari menu and select Preferences and then select the Security tab.
• Check the circle under Accept Cookies "Only for the sites you navigate to" and close the Safari preferences.

13. Can I use AOL as my browser when accessing my TrojanTV All-Access subscription? You will NOT be able to use AOL as your browser. Please refer to System Requirements.

14. When I play an TrojanTV All-Access video feed, why can I hear the audio but not see the video?

• Close out of TrojanTV All Access and start a fresh browser
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click Delete Files. (Click OK in the Delete Files pop up window) • Do not check the "Delete offline connect box"
• Click OK
Check that the correct version of the Windows Media Player installed
• Open the Windows Media Player in stand alone mode
• Pull down the Help menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Select 'About Windows Media Player'
• The will show you what WMP version you are running.
• If you are not running version necessary to support your Operating System you will need to download it from: http://www.microsoft.com/windows/windowsmedia/download/AllDownloads.aspx Ensure that you have set the optimal configuration for your Windows Media Player Refer to Technical FAQ # 5 (What are the optimal configurations for my media player?) Note: CSTV.com Support does NOT support particular firewall software (McAfee, Zone Alarm, Norton Internet Security etc.). To receive CSTV.com content, we recommend setting CSTV.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support. Please see Disclaimer above regarding changing your computer's configuration.

15. How can I improve the quality of my video feed?

If the media player continues to buffer or reconnect or shows only a frame-by-frame "choppy" feed, then there may a problem with the bandwidth or you may need to clear your browsers cache. Our broadcasts are streamed at 500Kbps and above, and your bandwidth must be consistently pulling over 500Kbps to receive a high-quality video feed. First, test your bandwidth. For an accurate reading, use a reliable bandwidth-testing website (such as http://tech.msn.com/speedtest.aspx). Bandwidths continually fluctuate, especially with a wireless connection, so perform two or more tests. Again, the recommended bandwidth for video is 500Kbps and above. A user connecting below 500Kbps may get the video, but will likely experience choppy feeds. If you are not consistently testing above 500Kbps, you may want to contact your Internet Service Provider. Note: TrojanTV does not support any specific bandwidth-testing website.
Verify Your Bandwidth, Running a Bandwidth Test
• Open a fresh browser window and go to http://tech.msn.com/speedtest.aspx
• Go to INTERNET SPEED TEST and enter your area code in step #1
• Go to #2 CHOOSE YOUR CURRENT CONNECTION TYPE and fill in the applicable circle
• Click on the TEST IT button
• The Bandwidth Meter will return your available bandwidth in RED with a number and the word YOU
• The number in RED is your available bandwidth. If under 500kbps, please contact your ISP
Be sure your Windows Media Player bandwidth is set properly
• Open the Windows Media Player in stand alone mode
• Pull down the Tools menu of your Windows Media Player (you may have to maximize the player window to access the Tools menu)
• Click on the Performance tab
• Set the Connection Speed to the appropriate value as per your diagnostic test
• Click Ok
• Click Apply and Ok to close the Windows Media Player
Clear out your browser's cache by deleting Temporary Internet files
• Close out of All Access and start a fresh browser window
• Pull down the Tools menu and select Internet Options
• Make sure you are in the General tab
• Click Delete Files. (Click OK in the Delete Files pop up window)
• Do not check the "Delete offline connect box"
• ***Your mouse pointer may turn into an hourglass (while cleaning temp files) if you have not done this in while. If this happens, wait for the mouse pointer to return
• Click OK

Macintosh: • Clear the Browser cache
• Set the bandwidth speed in QuickTime to 768 kbps - Refer to Technical FAQ #7
• Run a bandwidth speed test to ensure your bandwidth is at least 500kbps
• Use the following link for a bandwidth speed test http://tech.msn.com/speedtest.aspx

16. I get the message: "Error, Windows Media Player cannot play the file if the file is on another computer, verify that you are connected to the Network". What could the problem be?

Typically, this is an indication that you have some type of anti-Spyware software (Spy-sweeper, Ad-Aware, Spybot, etc.) running. This type of software is usually set to load when you start up your computer. This may be blocking the audio or video stream. You will need to temporarily disable this software.
• Place you mouse pointer on the icons on your system tray to the left of the clock in the lower right corner
• As you move your pointer from right to left over each icon you should see an overlay description of each icon in a white text box
• Once the Spyware software icon has been identified
• Right click on the Sypware icon and select 'disable' or uncheck any enabled check boxes. (software will reload on your computers next start-up)
• Close TrojanTV All-Access and open a new IE browser window
• Try to access the event feed again
Note: CSTV.com does not support particular Sypware software (Spy-sweeper, Ad-Aware, Spybot, etc.)
Please see Disclaimer above regarding changing your computer's configuration.

17. I am having trouble accessing the game feeds and I may be behind a firewall, on a router, or on a wireless connection. Why does my media player try to connect endlessly, stay at a blank black screen or try to connect and then reconnect, or I receive a "Cannot connect to server/network" error message?

• Refer to Technical FAQ # 11 (How do I delete the Temporary Internet files to clear my browser's cache?)
In the Windows Media Player check the following settings:
• Pull down the Tools menu and go to Options
• Select the Network tab
• Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked. (You can also try and uncheck TCP)
• Click on Configure
• Change the Proxy Setting to Do Not Use a Proxy Server.
• Click OK to the close the Protocol window
• Click OK to the Options window
Note: CSTV.com Support does NOT support particular firewall software (McAfee, Zone Alarm, Norton Professional etc.). To receive CSTV.com content, we recommend setting CSTV.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support. Please see Disclaimer above regarding changing your computer's configuration.

18. What file types do CSTV.com products use? How do I associate these file types with my media player?
All TrojanTV All-Access feeds are 'Windows Media Audio/Video files' with extensions 'WMV,' 'WMA,' and 'ASX,'. To check your computer's file associations, pull down the Tools menu in any Windows folder and select Folder Options. Then, click on the File Types tab. Verify that extensions WMV, ASF and ASX open with the Windows Media Player. Flip4Mac will handle these associations by default for the Macintosh

19. The interface will not load, it just stays black and a circle keeps spinning in the center. What could the problem be?
Typically, this is an indication of a conflict with the settings in your Norton Internet Security software and the All-Access player interface. The following steps should resolve this and allow the interface to load:
• Close all applications.
• Open the Norton Internet Security software and turn off the firewall until next system restart.
• Find the Add blockers and Pop up blockers and disable both.
• Exit Norton Internet Security and clear the browsers cache by deleting the temporary internet files. (see Technical FAQ #11 if you need help doing this)
• Close any browsers sessions and open a fresh browser and you should be able to load the interface now. Please keep in mind that Norton Internet Security software versions can differ greatly in where the features are located. In the smaller version the Add blockers and Pop up blockers should be located in Anti Spam/Settings and Statistics/Add blockers and Pop up blockers and with the more robust version they should be located under On-line activities/Web browsing/Pop ups/Add blockers and Pop up blockers. It is important to delete your browsers temp files after the settings changes in Norton Internet Security have been made. Once the interface is loaded and the media feed is streaming you may bring the firewall back on line.
Note: CSTV.com Support does NOT support particular firewall software (McAfee, Zone Alarm, Norton Professional etc.). To receive CSTV.com content, we recommend setting CSTV.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support. Please see Disclaimer above regarding changing your computer's configuration.

20. When I click on an event link at game time I get the message “The Game has not yet begun, please try back later”. What could the problem be?
Typically this is an indication that you need to clear your browsers cache and optimize the configuration of your Windows Media player.
• Clear your browsers cache by deleting the temporary internet files. (See Technical FAQ #11 if you need help doing this)
• Optimize the Windows Media Player by doing the following:
• Open the Windows Media Player in stand-alone mode
• Pull down the Tools menu of the Windows Media Player (you may have to maximize the stand alone player window to access the Tools menu)
• Select "Options"
• Select the "Network" tab
• Uncheck the top two "Streaming Protocols": "Multicast" and "UDP". Leave "TCP" and "HTTP" checked.
• Click on the "Configure" button in the lower right.
• Change the Proxy Setting to "Do Not Use a Proxy Server".
• Click "OK"
• Select the "Performance" tab
• In the "Connection Speed" category; change from "Detect connection speed (recommended)" to "Choose Connection Speed".
• In the "Connection Speed" drop-down menu, set to "DSL/Cable 768".
• Click on "Apply"
• Click "OK" to close the Options window.
• Close the Windows Media Player
• Open a fresh Internet Explorer browser window and click on the watch/listen link again.
Please see Disclaimer above regarding changing your computer's configuration.

Contact TrojanTV All-Access Customer Support
If you do not see the answer to your question or problem in our FAQ section, or have further questions, comments, or suggestions for us, please do not hesitate to contact us. For technical problems or questions regarding TrojanTV All-Access audio or video content, please visit our TrojanTV Technical Support Feedback Page. For assistance with an account-related problem (including password resets and billing information), please visit our TrojanTV Account Services Feedback Page.