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TOP FIVE FREQUENTLY ASKED QUESTIONS

TECHNICAL

Pipeline Installation and Player Questions
• What are the minimum computer specifications required to use CNN Pipeline's Web Player?
• What are the bandwidth requirements to use CNN Pipeline's Web Player?
• Can I limit bandwidth used by the application?
• Do I need Windows Media Player installed to view Pipeline Video with the Web Player?
• Do I need a specific version of Windows Media Player?
• What if I am a Flip4Mac user?
• I have a new Mac that features an Intel processor, and I am experiencing problems using CNN Pipeline. Will it run on my computer?
• How do I install or reinstall the downloadable player?
• Internet Explorer seems to be locking up when I am launching the Web Player. How do I fix this?
• I am receiving the error "Data is invalid." How do I fix this?
• Why do video clips sometimes stop or pause?
• I am having audio difficulties. How can I fix this?
• I can open the player, but cannot see any video.
• Are you seeing BLACK video when accessing Video on Demand?
• Why did I receive the "video unable to play" or "video unavailable" message? How do I resolve this?
• The video has stopped, disconnected, or gone blank. What does this mean?
• How do I search archived videos? Is all content available through the archives?
• I have read the FAQs, but am still having an issue. Where can I log a support request?

General Questions & Log-in Questions
• What are the differences between the CNN Pipeline Web and Downloadable players?
• What is the difference between Free Video and CNN Pipeline Video?
• What if I forgot my login information?
• What if I receive an "email address is already in use" error message?
• What if I forgot my password?
• Why am I receiving an "error signing in" message?
• Why do I receive "authorization failure" when trying to sign in?
• My pop-up blocker won't let me launch the Web Player. How can I fix that?
• What about personal firewalls?
• I work within a secure network. How will this affect my viewing?
• What ports do I need open to access this?
• What is a browser cookie?
• What does "network error," mean? How do I resolve this?
• I have read the FAQs, but am still having an issue. Where can I log a support request?

CONTENT

• I'd like an overview of CNN Pipeline's content features.
• What is the difference between Free Video and CNN Pipeline Video?
• Which videos are available through Pipeline?
• Can I download videos on CNN.com?
• Can I purchase clips (videos) seen on CNN.com?
• How do I search archived videos? Is all content available through the archives?
• What are Producer Picks?
• Can I still view CNN Now in the News (formerly QuickCast)?
• Can I still view CNN Uncut?
• I have read the FAQs, but am still having an issue. Where can I log a support request?

BILLING/ACCOUNT CENTER

• My credit card number and/or address have changed, how do I edit my account?
• I need to discuss a billing issue, who do I contact?
• How do I cancel my account?
• How do I change my payment plan?
• I completed the registration but cannot view the content, what is wrong?
• I no longer have access to the email address I used to register, what should I do?
• What if I forgot my login information?
• What if I receive an "email address is already in use" error message?
• What if I forgot my password?
• Why am I receiving an "error signing in" message?
• Why do I receive "authorization failure" when trying to sign in?
• What other features are available through CNN Member Services?
• How does CNN.com protect my privacy?
• In which countries is CNN Pipeline available?
• I have read the FAQs, but am still having an issue. Where can I log a support request?



Other FAQs about CNN: CNN TV | CNN.com | Video | Technical issues | CNN Member Services
TECHNICAL

What are the minimum computer specifications required to use CNN Pipeline's Web Player?

Windows
• Microsoft Windows®: 2000 with WMP9+ or XP with service pack 2
• Microsoft Internet Explorer 6/7 or Firefox 1.0/1.5/2.0
• Windows Media 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 1.3 "Panther" with Windows Media Player 9
• Mac OSX 1.4 "Tiger" with Windows Media Player 9
• Safari 1.3, Safari 2.0, or Firefox 1.0/1.5/2.0
• 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


What are the bandwidth requirements to use CNN Pipeline Downloadable and Web Players?

CNN Pipeline, providing fast access to extensive high-quality content, requires a high-speed Internet connection for optimal user experience. Broadband connections include cable Internet, DSL, ADSL, SDSL, T1, Fractional T1's, T3, some satellite Internet connections, and OC3+. Please note that DSL light and wireless connections may experience slower loading if bandwidth is unavailable for Pipeline use. CNN does not recommend using dial-up or other low bandwidth connections to access premium content. If you have questions about your bandwidth capacity, please contact your Internet Service Provider for details.
The CNN Pipeline Downloadable Player requires approximately 750Kbps of bandwidth for operation, though this number varies based on individual usage.

The Web Player requires approximately 450Kbps of bandwidth for operation, though this number varies based on individual usage.

Can I limit bandwidth used by the application?

No. The player automatically controls thresholds.

The player says ‘Connecting to media...' but takes a long time to load or does not load?

If the Web Player has loaded and Windows Media Player reports, “Connecting to media...” but the streams take a long time or fail to load, please try the following:

For Mac Users:

When first loaded, Windows Media Player must be initialized outside of a browser so that it can configure itself. Occasionally, updates to Safari or Firefox browsers can overwrite WMP configurations, causing issues when attempting to view streaming video. To correct this, close the Pipeline Web Player, then click here to launch a short test stream in the Windows Media Player. This may take up to three minutes to load. When directed, please close the player and re-launch Pipeline to begin enjoying our video content.

Also, CNN Pipeline has identified an issue whereby a small percentage of Mac users may experience difficulty accessing some video clips through our search and browse features. If a clip has not been requested for more than a week, it will no longer be cached and has to be requested from the originating server. Mac requests back to the originating server can occasionally fail. CNN Pipeline’s developers are working hard on the issue, and we hope to have a solution to this shortly. In the interim, you may repeatedly request the same clip to bring it forth to a cache server, allowing your computer access to the video. We apologize for any inconvenience, and appreciate your patience while we work to find a solution.

For Mac and PC Users:

Additionally, some Mac and PC users may experience this same issue due to a personal or corporate firewall. Firewall programs often block UDP and Multicast transport protocols.

Please follow the instructions below to configure your player for HTTP streams. Make sure that you close the Pipeline Web Player before proceeding or changes to the Windows Media Player settings may not be saved.

Windows Media Player 9 or higher (Mac)

• To locate the player, type ‘windows media player’ into ‘Spotlight’ or ‘Finder’.
• Open Windows Media Player.
• On the menu bar, select "Windows Media Player" and pull down to "Preferences...".
• In Preferences, select the "Network Settings" tab.
• Under Protocols, uncheck "Multicast, UDP, and TCP." Only HTTP should be checked.
• Then hit "OK" to close this window.

Windows Media Player 9 or higher (PC)

• To locate the player click Start > Programs > Accessories > Entertainment.
• Open Windows Media Player.
• On the menu bar, select "Tools" and pull down to "Options."
• In Options, select the "Network" tab.
• Under Protocols, uncheck "Multicast, UDP, and TCP." Only HTTP should be checked.
• Then hit "OK" to close this window, and "OK" again to close the Options window.

Close Windows Media Player and any open browsers, then re-launch the browser and sign in to launch Pipeline.

Do I need Windows Media Player installed to view Pipeline Video with the Web Player?

Yes. Windows Media Player is required to utilize the CNN Pipeline Web Player. The Pipeline Video Web Player is optimized for Windows Media Player version 9 and above. To check your version, open the player, select "Help," and then "About" from the top toolbar.

Mac users may watch video using version 9 for Mac OS X and our Web Player.

For optimal performance we recommend that you download the latest player. The latest Windows Media Player can be obtained from the Microsoft Download Center.

You can also upgrade to the most recent version of Windows Media Player at any time. Open the Windows Media Player application and select "Check for Players Updates…" from the Help menu. (Mac users: select "Check for Player Upgrade" from the Help menu.)

Do I need a specific version of Windows Media Player?

The CNN Pipeline Web Player is optimized for Windows Media Player version 9 and above.
To check your version, open the player, select "Help," and then "About" from the top toolbar.

The latest Windows Media Player can be obtained from the Microsoft Download Center.

What are the differences between the CNN Pipeline Web and downloadable players?

No matter which CNN Pipeline player you choose, Pipeline puts you in control of the news. You can watch up to four news streams at once, changing streams with just one click. Additionally, CNN Pipeline offers commercial free access to video content on-demand, including CNN.com's free video, with multiple features for convenient searching and browsing. Our video archive, not available through the Free Video Player, gives you unlimited access to CNN's online video library. For the news that matters to you in a format that fits your lifestyle; CNN Pipeline - Ride Your World!

For detailed information, please review our side-by-side comparison!

My pop-up blocker won't let me launch the Pipeline Web Player. How can I fix that?

Pop-up blockers may prevent the Pipeline 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.

Why do video clips 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.

I am having audio difficulties. 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 Pipeline 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 the Pipeline Player 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.

If your issue is concerning the audio volume resetting between video selections, please be advised that in non active-x compatible browsers, the plug-in for Windows Media Player defaults to this action. Due to the preset defaults, the Pipeline Player is unable to maintain audio consistency between streams, but volume can be always be adjusted by using the controls on the lower right corner of the video screen.

What about personal firewalls?

A firewall is software designed to be your first line of defense to prevent hackers and other unauthorized users from accessing your computer and files. If you believe that your personal firewall is blocking transmission, please review the information below to allow CNN.com video to stream.
    Norton Personal Firewall (NPF) or Norton Internet Security (NIS):
  • Go to Firewall Settings > Set slider to Medium > click Custom Level button and make sure your ActiveX Control Security is set to none.

  • Norton Personal Firewall (version 2004 or newer):
  • Go to Settings > Ad Blocking > Turn Off

  • Norton Internet Security (version 2004 or newer):
  • Go to Norton AntiSpam > Ad Blocking > Turn Off

  • Norton Personal Firewall (version 2003 or older):
  • Go to Internet Zone Control > Trusted > Add cnn.com and cnn.com/video to the list of trusted sites.

  • Norton Internet Security (version 2003 or older):
  • Under "Settings" locate "Ad Blocking" > switch it to "OFF"
If you have another brand of firewall, adjust any of the above settings per its control interface. Pay particular attention to any Ad Blocking settings, or turn off third-party Ad Blocking software if you have any running. If you don't have a firewall, or if you can't access CNN video after adjusting your firewall, please see instructions for clearing your cache.

I work within a secure network. How will this affect my viewing?

Some corporate networks and Internet Service Providers block video transmissions by use of a Firewall. If you cannot see video clips (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

I can open the player, but cannot see any video.

A browser error may have occurred. Try closing the player, and then reopen it via any video link on CNN.com.

In some events, an application error may be causing the problem. Try closing the player, and then reopen it via any video link on CNN.com.

Additionally, 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 and Secure Networks 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 Firefox:
• 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.

Are you seeing BLACK video when accessing Video on Demand?

Some users of Firefox may experience video display issues due to an incompatible configuration. If you are seeing black video, you may quickly and easily remedy the situation by following these steps:
  • Launch the CNN Pipeline Web Player
  • Right click on the video and select "Options." Click "Advanced"
  • Under "Video Acceleration" and "DVD Video," uncheck the option "Use Overlays"
  • Save your changes and exit the player. The video should display as intended when you re-launch the Web Player.
What ports do I need open to access this?

Home users should be able to access content without changing these configurations. If you are attempting to access Pipeline via a company network, you may occasionally find that the proxy settings have been set to prevent external streaming sources from occurring. Contact your IT department for additional information and support.

What is a browser cookie?

A browser cookie is a small text file placed on your computer by a Web site you visited. Some Web sites, like CNN.com, use browser cookies to recognize repeat users. This helps repeat users bypass login or registration pages and allows CNN to track user behavior across all the CNN sites.

Cookies are not programs. They cannot damage your system or files. Generally, cookies work by assigning a unique number to each user that has no meaning outside the site that placed the cookie. In other words, you are not identified personally; we only track number randomly assigned to you.

Some of our advertisers use cookies as well. They collect click-thru data on the advertisements to gauge how well individual advertising campaigns work.

If you do not want information collected in this way, most browsers have a simple procedure allowing you to accept or deny cookies on a case-by-case basis. This feature is usually located in the "Options" or "Preferences" menu of your browser.

However, cookies are necessary to use certain features (e.g., customized delivery of information) that require registration. To learn more about cookies and your privacy rights, read CNN's Privacy Statement.

What does "network error" mean? How do I resolve this?

The error message "network error" is displayed when Pipeline is unable to reach the authentication service, which provides verification of your login and password. This can occasionally be the result of the Pipeline server experiencing unusually high traffic, but is generally caused by faulty network connections at the user level. Try closing the Pipeline Player, restarting your Internet connection, and logging back on to the system. If this does not resolve your issue, please log a technical support request through our feedback form.

Why did I receive the "video unable to play" or "video unavailable" message? How do I resolve this?

The error message "video unable to play" or display message "video unavailable" generally indicates that the Pipeline application is unable to reach or play the video on CNN's server. This could simply indicate the end of a stream or that the video is no longer available. Please select another video to continue your viewing. If this does not resolve your issue, please log a technical support request through our feedback form.

The video has stopped, disconnected, or gone blank. What does this mean?

When the video stream halts, generally this indicates the end of a video clip. Please select another video to continue your viewing. If this does not resolve the issue, try closing the Pipeline Player, restarting your Internet connection, and logging back on to the system. If this does not resolve your issue, please log a technical support request through our feedback form.

How do I install or reinstall the downloadable player?

Please click on the 'Get the player' button (PC users only) on the web player or visit our download page to install the Pipeline Player. If you are still having difficulty, please log a support request.

Internet Explorer seems to be locking up when I am launching the Web Player. How do I fix this?

Occasionally, user configurations will cause a delay in launching the Pipeline Web Player in Internet Explorer. Please try the following steps to resolve the issue.

• Close all IE Browsers, reopen the browser, and restart the Web Player.
• If closing the browser and restarting the Web Player does not solve the problem, try clearing browser cache, and restarting the Web Player. Instructions for clearing the cache are located here.
• If you are still unable to view the video streams, try closing all non-essential applications.
• Finally, if none of the above options work, you may want to consider using the Mozilla Firefox browser to access CNN Pipeline, as this issue does not occur in the Firefox browser. If you have additional questions, or unable to access CNN Pipeline, please click here to log a support request.

I am receiving the error “Data is invalid.” How do I fix this?

If when attempting to launch the Web Player, you receive the error message “Data is invalid,” it is likely that you are using an outdated version of Windows Media Player. The CNN Pipeline Web Player is optimized for Windows Media Player version 9 and above. To check your version, open the player, select "Help," and then "About" from the top toolbar.

The latest Windows Media Player can be obtained from the Microsoft Download Center.

I have a new Mac that features an Intel processor, and I am experiencing problems using CNN Pipeline. Will it run on my computer?

Yes. CNN Pipeline will run on a Macintosh utilizing an Intel processor by following these simple configurations. Although neither Windows Media Player nor Flip4Mac are native to this new system, you can configure the Safari or Firefox browser, and/or QuickTime to run in emulation with Rosetta, so that both the player and the environment are running in the same mode. For more information about Rosetta, please visit http://www.apple.com/rosetta/.

To use Windows Media Player:
• If you do not have the player already, download and install the latest Windows Media Player from the Microsoft Download Center.
• Highlight the icon for Safari/Firefox and select "Get Info" from the “File” menu in the finder. Check "Open using Rosetta" and then close the “Get Info” window.
• Close all applications and restart your computer. CNN Pipeline for the Web should now run without issue.

In you are a Flip4Mac user; please note that the current release of Flip4Mac does not permit installation on Intel platform, and that Flip4Mac has not yet announced a timeframe for compatibility. If you have a version transferred from a previous machine, we have identified a possible workaround; though highly recommend disabling the Flip4Mac plug-in at this time.
• Highlight the icon for Safari/Firefox and select "Get Info" from the “File” menu in the finder. Check "Open using Rosetta" and then close the “Get Info” window.
• Highlight the icon for QuickTime and select "Get Info" from the “File” menu in the finder. Check "Open using Rosetta" and then close the “Get Info” window.
• Close all applications and restart your computer. CNN Pipeline for the Web should now run.

I am having difficulty accessing some archive video clips?

CNN Pipeline has identified an issue whereby a small percentage of Mac users may experience difficulty accessing some video clips through our search and browse features. If a clip has not been requested for more than a week, it will no longer be cached and has to be requested from the originating server. Mac requests back to the originating server can occasionally fail. CNN Pipeline’s developers are working hard on the issue, and we hope to have a solution to this shortly. In the interim, you may repeatedly request the same clip to bring it forth to a cache server, allowing your computer access to the video. We apologize for any inconvenience, and appreciate your patience while we work to find a solution.

The CNN Pipeline Web Player is loading slowly or not at all. How can I resolve this issue?

Generally, a pause or stop in video clips is caused by internet 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.

CNN Pipeline, providing fast access to extensive high-quality content, requires a high-speed Internet connection for optimal user experience. Broadband connections include cable Internet, DSL, ADSL, SDSL, T1, Fractional T1's, T3, some satellite Internet connections, and OC3+.

Please note that DSL light and wireless connections may experience slower loading if bandwidth is unavailable for Pipeline use. CNN does not recommend using dial-up or other low bandwidth connections to access premium content. If you have questions about your bandwidth capacity, please contact your Internet Service Provider for details.

For reference, the CNN Pipeline downloadable player requires approximately 750Kbps of bandwidth for operation, though this number varies based on individual usage. The Web Player requires approximately 450Kbps of bandwidth for operation, though this number too varies based on individual usage.


CONTENT

I'd like an overview of CNN Pipeline content features.

Click on the "Online User Guide" to check out the multiple functions of our Web Player!

What is the difference between Free Video and CNN Pipeline Video?

The Pipeline Premium Player puts you in control of the news. CNN Pipeline empowers you to watch up to four live news feeds at once, changing feeds at any time with a single click. Our free video player only allows you to view one video at a time. Additionally, while our free video contains commercial advertisements, Pipeline offers commercial free access to video content on-demand, including free video, with multiple features for ease in searching and browsing. Our extensive archive, not available through the Free Video Player, gives you unlimited access to search and browse CNN.com's online video library. For the news that matters to you in a format that fits your lifestyle; CNN Pipeline - Ride Your World!

Which videos are available through Pipeline?

Our premium player features breaking news, exclusive Pipeline content and commercial free access to all videos available on CNN.com. Our searchable library also gives you access to news stories.

Can I download videos on CNN.com?

While we are grateful for your interest in CNN.com video, content is not available for download. Both video produced by CNN and material provided by affiliate and wire services are protected by copyright and subscribers may not modify, publish, transmit, participate in the transfer or sale, create derivative works, or in any way exploit any of the content, in whole or in part. Information on CNN.com is available for personal use only and outside use is prohibited without the express permission of CNN and the copyright owner.

Many segments airing on both CNN TV and CNN.com are available for purchase. To purchase these videos, call 1-800-CNN-NEWS or 301-883-2482.

Options on Business or Media Usage

CNN ViewerSource
If you are interested in obtaining licensing for content on CNN TV or CNN.com, please email your request to cnn.viewersource@turner.com or call 404-827-1335 and you will be contacted as soon as possible.

CNN ImageSource
Access CNN's extensive video collection of news, entertainment and lifestyle images to enhance your own production. Hundreds of companies do. Filmmakers, advertising agents, corporations, desktop publishers, charitable organizations, educators and other news agencies and entertainment companies all rely on CNN ImageSource for excellent service at competitive prices. We've tailored our services to meet your needs, including self-service online research and ordering at www.cnnimagesource.com and the personal assistance of a full staff of researchers and licensing agents trained to address rights and clearances issues. Same-day turnaround is common because we offer an option to skip the screening step. We'll send edit masters from the get-go without obligating you to licensing fees if you don't use the images we send. It's all about choice. More than 30,000 items are catalogued in our online database. Search it and you'll find a wealth of subject matter, covering almost any topic. And we've compiled the best of the best in several popular categories including Economy, Geography, and Disasters. CNN ImageSource is also proud to represent the collection of more than 340 local news stations giving you easy access to a notoriously tough-to-access cache of unique material.

You may view the CNN.com terms and conditions by clicking: http://cnn.com/interactive_legal.html

Can I purchase clips (videos) seen on CNN.com?

While we are grateful for your interest in CNN.com video, we are unable to offer CNN.com exclusive video for purchase.

Both video produced by CNN and material provided by affiliate and wire services are protected by copyright and subscribers may not modify, publish, transmit, participate in the transfer or sale, create derivative works, or in any way exploit, any of the content, in whole or in part. Information on CNN.com is available for personal use only and outside use is prohibited without the express permission of CNN and the copyright owner.

Many segments airing on both CNN TV and CNN.com are available for purchase. To purchase these videos, call 1-800-CNN-NEWS or 301-883-2482.

Options on Business or Media Usage

CNN ViewerSource
If you are interested in obtaining licensing for content on CNN TV or CNN.com, please email your request to cnn.viewersource@turner.com or call 404-827-1335 and you will be contacted as soon as possible.

CNN ImageSource
Access CNN's extensive video collection of news, entertainment and lifestyle images to enhance your own production. Hundreds of companies do. Filmmakers, advertising agents, corporations, desktop publishers, charitable organizations, educators and other news agencies and entertainment companies all rely on CNN ImageSource for excellent service at competitive prices. We've tailored our services to meet your needs, including self-service online research and ordering at www.cnnimagesource.com and the personal assistance of a full staff of researchers and licensing agents trained to address rights and clearances issues. Same-day turnaround is common because we offer an option to skip the screening step. We'll send edit masters from the get-go without obligating you to licensing fees if you don't use the images we send. It's all about choice. More than 30,000 items are catalogued in our online database. Search it and you'll find a wealth of subject matter, covering almost any topic. And we've compiled the best of the best in several popular categories including Economy, Geography, and Disasters. CNN ImageSource is also proud to represent the collection of more than 340 local news stations giving you easy access to a notoriously tough-to-access cache of unique material.

You may view the CNN.com terms and conditions by clicking: http://cnn.com/interactive_legal.html

How do I search archived videos? Is all content available through the archives?

Search Video: Located at the top right of the screen, you can search for video related to a key word.

Content: Pipeline and CNN.com exclusive videos will be available for your viewing in our archives. Live video and affiliate video will have limited availability.

What are Producer Picks?

The Producer Picks or "Picks" section contains video clips selected by our editorial team. Within the Picks section you will find some of the most compelling video of the day.

Can I still view CNN Now in the News (formerly QuickCast)?

Yes, there is a link to Now in the News on each page of the Pipeline video player.

Can I still view CNN Uncut?

No, the Uncut feature is no longer produced. Similar video content can be found throughout CNN.com's free video programming.

BILLING/ACCOUNT CENTER

My credit card number and/or address have changed, how do I edit my account?

Log into member services and select "View/edit billing information."
Click OK and your account will be updated immediately.

I need to discuss a billing issue, whom do I contact?

Use our contact form to reach our customer service team. A representative will contact you within two business days. Be sure to include a detailed description of your issue.

How do I cancel my account?

To cancel your account, log into the "Member Center," click "View/edit billing information" and select "Cancel." Your account will be updated immediately. If you decide to re-register, log into the "Member Center" and update your credit card information.

How do I change my payment plan?

To change between our monthly and annual plans, log into the "Member Center," select "edit billing information" and select the plan you like.

I completed the registration but cannot view the content, what is wrong?

Check the following to make sure your account is properly set up to enjoy Pipeline features.

• Check to be sure you meet the necessary requirements to use the Pipeline Browser-Based Player. See requirements

• Please view the FAQ on common error messages when signing in. If this does not resolve the problem, please log a support request [link technical support form] and our technician will address the issue as soon as possible.

I no longer have access to the email address I used to register, what should I do?

Primary e-mail accounts can only be modified once you have added and confirmed a secondary email address. To add an e-mail address, log into the "Member Center," go to the "Profile" section and click "Modify E-mail Address." Once you have added the secondary address, you will need to click the “unconfirmed” link to generate a confirmation e-mail. After confirming the secondary address, you may then click the “default” box to change your primary e-mail account.

Note: Your email address must be confirmed to receive updates, newsletters and alerts from Pipeline.

What if I forgot my password?

On the login screen, click "forgot password" and you will find the password hint that you entered when you registered. If you still cannot remember your password, click "reset your password" to receive an email with a Web address and a reset code. Follow the instructions in the email to select a new password.

What if I forgot my login information?

Your account login is your email address. If you have already registered, please try to sign in. If you cannot remember your password, please click the "forgot password" link.

What if I receive an "email address is already in use" error message?

If you are receiving an error message that indicates your "email address is already in use," then an account has already been set up using that email address. If you have already registered, please try to sign in. If you cannot remember your password, please click the "forgot password" link.

If you are certain you did not register your email address, please use the technical issues form to report this problem and we will investigate as quickly as possible.

Why am I receiving an "error signing in" message?

Username and password combination is not correct.

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