HELP/CNN.COM LIVE VIDEO
Frequently Asked Questions about CNN Live Video
Thank you for your interest in CNN.com's Live video service. CNN.com is committed to providing users with consistent, high-quality video. If you are having issues with videos on CNN.com, please read the answers to frequently asked questions below. If your question is not answered here, send us your feedback on
editorial questions or
technical issues.
What are the minimum computer specifications required to use CNN Live Video?
Windows
• Microsoft Windows®: 2000 or XP with service pack 2 or Vista
• Microsoft Internet Explorer 6/7 or Firefox 1.0/1.5/2.0/3.0
• Flash Player 9+
• 256 megabytes (MB) of RAM - 512 MB recommended
• Broadband Internet connection or access to a high-speed network
• Super VGA (800 x 600) or higher resolution
• 16-bit sound card
• Speakers/headphones
Macintosh
• Mac OSX 1.4 "Tiger"
• Mac OSX 1.5 "Leopard"
• Flash Player 10
• Safari 2.0, 3.0, or Firefox 1.0/1.5/2.0/3.0
• 256 megabytes (MB) of RAM- 512 MB recommended
• Broadband Internet connection or access to a high-speed network
• Super VGA (800 x 600) or higher resolution
• Speakers/headphones
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What are the bandwidth requirements to view CNN.com Video?
CNN.com Video requires a high-speed Internet connection for optimal user experience. Broadband connections should be at least 700 kbps download to view CNN.com video. Please note that DSL light and wireless connections may experience slower loading if bandwidth is unavailable for use. CNN does not recommend using dial-up or other low bandwidth connections to access video content.
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Do I need Adobe Flash Player installed to view CNN Live Video?
Yes. For optimal performance we recommend that you download the latest player. The latest Flash Player can be downloaded from the Adobe Download Center.
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What is Octoshape?
Octoshape is a technology we are using to deliver higher quality video. More information about the technology can be found
here.
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My pop-up blocker won't let me launch CNN Live Video. How can I fix that?
Pop-up blockers may prevent the CNN Live video player from opening. Setting your pop-up blocker to allow pop-ups from CNN.com will fix this problem. Please see your pop-up blocker's help section for more information. Many pop-up blockers can be modified via a "settings," "options," or "block/allow" button.
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Why does live video sometimes stop or pause?
The most common cause of a pause or stop is Internet traffic congestion. There is a limit to the amount of information able to pass through your Internet connection, and if you exceed this, the player will "buffer" the data until it can pass. If this problem persists, try closing the player, and then re-launch it from any video link on CNN.com.
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What about firewalls?
Some corporate networks and Internet Service Providers block video transmissions by use of a Firewall. If you cannot see video (even though your system meets the system requirements noted above), you may want to contact your Internet Service Provider or network administrator to see whether a security firewall is blocking video transmission.
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My audio is of poor quality or unavailable. How can I fix this?
Poor audio can result from multiple sources. Internet traffic congestion is the most common cause of pauses or stops, though high CPU usage on your computer or low speed connections can also result in similar issues. If the audio problem appears to be a result of Internet traffic congestion, try closing the player, and then re-launch it from any video link on CNN.com. If high CPU usage is causing interruptions to audio, try closing any programs that you are not using and re-launching the player. Finally, check to ensure that your connection is fast enough to support CNN Video by reviewing our
Bandwidth Requirements.
Receiving no audio transmission is generally an indicator that your speakers or system volume have been muted. Make sure that your audio is enabled and that both your system volume and Windows Media Player volume have the "mute" function disabled.
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I can open the player, but cannot see any video.
Your Internet Service Provider could be experiencing problems with its servers. If you cannot view other pages on the Internet, and if the problem persists, you should contact your Internet Service Provider for assistance. If you work within a secure network or behind a firewall, please review the FAQs on
Internet Firewalls to ensure that either is not causing the issue.
However, if you can access the player on another machine or other people can view it, it may be a problem with your browser cache.
To clear your browser cache on a Microsoft Windows PC:
In Microsoft Internet Explorer:
• Click on Tools, then choose Internet Options.
• Click the General tab.
• Click the Delete Files button.
• On the Delete Files dialogue box click the OK button. Selecting "Delete all offline content" is optional.
• To close the Internet Options box, click OK (it may take a minute or more to clear the cache.)
In Netscape Navigator:
• Click on Tools, then choose Internet Options.
• Click the General tab.
• Click the Delete Files button.
• On the Delete Files dialogue box click the OK button. Selecting "Delete all offline content" is optional.
• To close the Internet Options box, click OK (it may take a minute or more to clear the cache.)
In Netscape Navigator 7:
• Choose Preferences from the Edit menu.
• Double click on the category Advanced, then select Cache.
• Click the Clear Cache button, then select OK to close.
In Firefox/Netscape Navigator 8:
• Choose Options from the Tools menu.
• Click the Privacy icon, then select Cache.
• To close the Options window click OK.
To clear your browser cache on a Mac:
In Safari:
• Choose Empty Cache from the Safari menu, then click Empty.
In Firefox:
• Choose Preferences from the Firefox menu, then select the privacy icon.
• Click the Clear button within the Cache section.
• Click OK to exit.
If this does not resolve your issue, please log a technical support request through our
feedback form.
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How do I enlarge the player to full screen mode?
Select the Full Screen icon just below the video window on the right.
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Why do the videos contain commercials?
By running commercials in the video, CNN.com is able to offer the consistently high quality and quantity of online video programming at no cost to our users.
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What is Facebook?
Facebook is a social networking site that enables its users to connect with friends, network and express themselves. Facebook does so by offering comprehensive search options, friend lists, event invitation functionality and personalizable profile pages that can be augmented with applications.
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Is CNN partnered with Facebook?
CNN has worked with Facebook to bring the CNN audience unique ways to share news events with friends.
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Do I have to create an account with Facebook to watch video?
You do not need a Facebook account to watch video on CNN.com, but to access any video posted on the Facebook site, you will need a Facebook account.
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I don’t want to sign in, but I still want to see what people are saying.
You will still be able to see comments from “Everyone watching,” but you will not be able to comment, see the status updates of your Facebook friends or publish your own status updates.
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Is CNN sharing any data about me with Facebook?
What is CNN's privacy policy?
What is Facebook's privacy policy?
Can everyone see the status messages that I enter in the CNN.com Live player?
Only your friends on Facebook can see your status updates. Specifically, these are people who have accepted your Facebook friend requests or people whose requests you have accepted.
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If I update my status in the CNN.com Live player, will it also appear in my Facebook news feed?
I can't sign in.
I can't sign up.
How do I invite my friends so we can discuss the inauguration together?
Go to Facebook.com/CNN and click on the event ‘Obama Inauguration on CNN.com Live with Facebook.’ Once on the event page, you can invite your friends to join by clicking on ‘Invite People to Come,’ under the photo of Obama at the top right. You’ll be able to enter e-mail addresses or select their names from a list of your friends on Facebook.
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I don't like Facebook; can I just see the regular player?
You may close the Facebook frame and reopen if you like. The old player will be streaming video after the inauguration, but you can't view it during the inauguration.
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I don't like Facebook; can I close that module so I just see CNN.com Live?
There is a gray “x” on the right side of the Facebook player that you can click to collapse the Facebook portion of the player and just view the video piece.
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What does “everyone watching” mean?
“Everyone watching” includes the status updates from all of those individuals who are watching the inauguration on CNN.com with Facebook and have logged in to Facebook
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Is “Friends” all of my Facebook friends? Or all my Facebook friends in the
CNN.com Live player?
“Friends” represents all of your Facebook friends. Posts from your Facebook friends who are using the CNN.com Live player with Facebook will be noted by ‘via CNN.com Live’ at the end of their status updates.
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Can I comment on my friend’s newsfeed updates?
Can I comment on the “everyone watching” updates?
Can I delete a comment I made in the CNN.com Live player?
Yes. To delete a comment made in the Facebook feed on CNN.com Live, go to Facebook.com and clear your status. You can also delete it from your newsfeed as you would delete any other entry in your newsfeed. If you need further instruction, click here (link to the Facebook FAQ).
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If I log out of the CNN.com Live player, will that log me out of Facebook?
What is “Your Voice”? Will those messages go into my Facebook newsfeed?
“Your Voice” collects viewer/user feedback for CNN, and these messages will not be tied to your Facebook account or appear in your Facebook newsfeed.
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