Help Center

Technical and Troubleshooting FAQ

Media Player Questions

  1. Which Media Player do I need to play media on icenetwork.com?
  2. How do I access my player options when the player is embedded in the browser?
  3. Can I watch my event feed in my computer's media player, or do I have to use the icenetwork.com-provided one?

Browser Questions

  1. How do I delete Temporary Internet Files in my browser?
  2. I know I need to enable cookies for icenetwork.com to function properly. How do I enable cookies on my browser?

Compatibility Questions

  1. Can I access icenetwork.com on a Macintosh?
  2. Can I use AOL as my browser when accessing my icenetwork.com subscription?

Event Link Questions

  1. When I click on the video link, nothing happens. No browser window at all pops up. What is happening?
  2. Every time I click on an event link, I am asked which player I want to use, but then nothing happens. What's going on?
  3. What file types do icenetwork.com products use? How do I associate these file types with my media player?
  4. How can I improve the quality of my video feed?
  5. Will the game I want to see be blacked out? What does "blacked out" mean anyway?
  6. I'm getting a Blackout message, but I don't think I should be blacked out from the game I want to see. What's going on?

Media Player Questions

1. Which Media Player do I need to play media on icenetwork.com?

To watch icenetwork.com feeds, you need the Windows Media Player Series 9 installed on your computer. We recommend that you have Windows Media Player Series 9 installed. See System Requirements for details.

2. How do I access my player options when the player is embedded in the browser?

You can also launch your media player from the Start menu and make changes directly in the stand alone player. All settings saved in the stand alone media player are transferred to the embedded player.

3. Can I watch my event feed in my computer's media player, or do I have to use the icenetwork.com-provided one?

You can watch the event in your computer's stand alone media player if you prefer.

If you are using Windows Media format, use the following process:

  1. Right-click on the media player functions in the icenetwork.com Media Player and select Properties.
  2. In the File tab, to the right of Location, you will find the URL. Copy the entire URL.
  3. Then, launch your Windows Media Player from your Start menu.
  4. In the Windows Media Player, pull down the File menu and select Open URL.
  5. Paste the URL into the URL value box and click OK.

This needs to performed quickly or else the authentication will time out. Playing the event in the stand alone player is useful for resizing the picture to the size of your choice. To resize the picture, simply click and drag the corner of the media player.

Browser Questions

1. How do I delete Temporary Internet Files in my browser?

If you are having difficulty accessing icenetwork.com, then you should clear out your browsers. If you receive a "Page Cannot Be Displayed" or a similar error, deleting Temporary Internet Files in your browser should solve the problem. Here is how to clear the most popular browsers supported by icenetwork.com:

  1. Internet Explorer Version 6
    1. Pull down the Tools menu and select Internet Options.
    2. Click Delete Files. (Click OK to the Delete Files window.)
    3. Click OK.
  2. Mozilla on Mac (Firefox, Netscape etc)
    1. Pull down the Application menu (Firefox, Netscape etc) and select Preferences.
    2. On the left, open the Privacy submenu and select the Cache category.
    3. On the right, click on Clear Cache.
    4. Click OK.
  3. Safari on Mac
    1. Pull down the Safari menu and select Empty Cache. (Click Empty to the ensuing window.)

Also, we recommend that you always type "www.icenetwork.com" directly into the address box of your browser, as opposed to using favorites or bookmarks. Feel free though to set www.icenetwork.com as your homepage!

For more information, see our System Requirements FAQ.

2. I know I need to enable cookies for icenetwork.com to function properly. How do I enable cookies on my browser?

Check your web browser's Help option for instructions on turning cookies on or off. Cookies settings are found in the browser's Tools or Preferences section. Below are directions on how to locate the cookie settings on the most popular browsers supported by icenetwork.com:

  1. Internet Explorer Version 7
    1. Pull down the Tools menu and select Internet Options.
    2. In the Privacy tab, the bar on the right slides up or down, setting the cookie level.
    3. Configure your browser to accept cookies, at your preferred level.
  2. Safari on Mac
    1. Pull down the Safari menu and select Preferences.
    2. Select the Security tab.
    3. Configure your browser to accept cookies, at your preferred level.
  3. Mozilla on Mac (Firefox
    1. Pull down the Application menu (Firefox) and select Preferences.
    2. On the left, open the Privacy &amp Security category and select Cookies.
    3. Configure your browser to accept cookies, at your preferred level.

Please see Disclaimer in FAQ #4 above, regarding changing your computer's configuration.

For more information, see our System Requirements FAQ.

Compatibility Questions

3. Can I access icenetwork.com on a Macintosh?

Yes, icenetwork.com works on Macintosh OS X.

On Mac OS X, icenetwork.com works best with Mozilla 1.x

Internet Explorer for the Macintosh does not work in conjunction with icenetwork.com. For more information, see our System Requirements FAQ.

4. Can I use AOL as my browser when accessing my icenetwork.com subscriptions?

Yes. As long as you have AOL version 9, you can access your icenetwork.com subscriptions on your AOL browser. When using an earlier version of AOL in conjunction with icenetwork.com, you may get an "Illegal Operation" error message, or your browser may shutdown automatically, booting you offline. If you are booted offline when clicking on a event link, and you are using AOL as a browser, simply use a different browser such as Internet Explorer or Netscape. As long as you are using a separate browser, you can continue to connect to the Internet using AOL. Sign into AOL, minimize AOL, and then pull up a separate browser to go to icenetwork.com.

For more information, see our System Requirements FAQ.

Event Link Questions

1. When I click on the event link, nothing happens. No browser window at all pops up. What is happening?

Event links ('Watch') on icenetwork.com cause another browser window to pop up - either the Player Preference prompt or the icenetwork.com Media Player window. If you have a popup blocker installed on your browser, then this may stop the window from coming up properly. In this case, in order to access icenetwork.com event links, you will have to disable your popup blocker.

On some popular popup blockers, such as Google's, you can hold down the Control key on your keyboard as you click on the event link; this will let an individual popup through.

Note: icenetwork.com Support does NOT support particular firewall software (McAfee, ZoneAlarm, Norton Firewall. etc.). To receive icenetwork.com content, we recommend setting icenetwork.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support.

2. Every time I click on a event link, I am asked which player I want to use, but then nothing happens. What's going on?

If this is happening, try logging into the icenetwork.com website first. Use the Login link at the top or bottom of the webpage. Then, before clicking on the event link, be sure your browser is set up to accept cookies as detailed in FAQ #1. Once you're logged in, return to the event link and try clicking on it again.

3. What file types do icenetwork.com products use? How do I associate these file types with my media player?

All icenetwork.com feeds are of type 'Windows Media Audio/Video file' with extensions 'WMV,' 'ASF,' 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 and ASF and ASX open with the Windows Media Player.

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

When playing an icenetwork.com live or archive event, 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. Our broadcasts are streamed at 350Kbps and your bandwidth must be consistently pulling 350Kbps to receive a high-quality video feed.

First, test your bandwidth. For an accurate reading, use a reliable bandwidth-testing website. Bandwidths continually fluctuate, so perform three or more tests. Again, the recommended bandwidth for video is 400K and above. A user connecting below 400K may get the video, but will likely experience choppy feeds. If you are not consistently testing above 400K, you may want to contact your Internet Service Provider.

Second, clean out your browser cache by deleting Temporary Internet files and Clearing History as detailed in FAQ #4.

Third, if the above troubleshooting steps do not improve the quality of the feed, heavy Internet traffic may be the problem. In this case, please call Customer Support at 1-866-464-8499. Please be prepared to provide the following information:

  1. Your full name
  2. Your phone number
  3. Your icenetwork.com registered email address
  4. Your ISP
  5. Your connection type
  6. Your IP address*
  7. The results of your bandwidth tests
  8. Your Location (home, office, wireless, etc.)
  9. Time of Access
  10. Particular Event

* Don't know your IP address?
On windows 98, ME, 2000, XP: Click Start, then Run and type ipconfig.
On Mac OS X: Click Apple menu>System Preferences>Network>TCP/IP.

5. Will the event I want to see be blacked out? What does "blacked out" mean anyway?

To protect the rights of broadcasters, certain live events are prevented from being seen in certain markets - this is known as a "black out." All the blackout information is located on the Blackout Restrictions page.

6. I'm getting a Blackout message, but I don't think I should be blacked out from the event I want to see. What's going on?

If you believe you are receiving the Blackout message in error, please call Customer Support at 1-866-464-8499 for further assistance.