Support

 Winter Guard International Fan Network Schedule and Support Section


 General Frequently Asked Questions


General FAQs

What is the Fan Network and how does it work?
What internet connection speed is recommended for best use of the entire site?
Can the OnDemand video player be viewed in full screen?
Will I be able to view Live Webcasts in full screen?

 Video Frequently Asked Questions


Video Downloads

How much do Video Performance Downloads (VPDs) cost?
What is the recommended device for optimum viewing experience?
What software do I need to play VPDs?
Will VPDs play on Windows Media Player?
What if I have an older system and can't install QuickTime?
In what file format are VPDs encoded?
What video size are VPDs encoded in?
What is the average file size of a VPD?
How long will it take to download a file?
How do I transfer my VPD into iTunes?
Will VPDs play on my iPod?
How do I convert my VPD into the optimal iPod settings?
I can't completely download my purchased VPD.
Do I need a broadband connection to download VPDs?
How do I download the product I purchased?
Will other performances be offered as VPDs in the future?
Will current or previous year performances be offered in VPD format?
How do network firewalls affect the download process?
How will popup blockers affect the download process?
I use a download accelerator. Will that make my downloads go faster?
I use a dial-up accelerator. Will that make my downloads go faster?

onDemand Video

What software do I need to watch on-Demand Videos?

 Audio Frequently Asked Questions


Audio Downloads

How much do Audio Performance Downloads (APDs) cost?
What file format are audio downloads?
How do I download the product I purchased?
Can I download products I've purchased onto multiple computers?
Can I download several downloads all at once?
How many days do I have to download a performance after I have purchased it?
How long does it take to download music?
The product I downloaded is incomplete. Can I download again?
What happens if my connection to the Internet is interrupted during a download (i.e. a power outage)?
Where on my computer are the downloads saved?
Where should I backup my download?
Do I need to adjust the settings of my Windows Media Player?
What computer should I use to download my music?
How do network firewalls affect the download process?
How will popup blockers affect the download process?
I use a download accelerator. Will that make my downloads go faster?
I use a dial-up accelerator. Will that make my downloads go faster?

Audio Streaming

My audio stream just stopped. What do I do?
Will the audio streams work from behind a firewall?
Which port(s) should be open on the firewall to be able to play these streaming audio files?
Can I stream audio files on my PC and Mac?
Why are my audio streams skipping or pausing during playback?

 Live Webcast Frequently Asked Questions


Live Streaming

How do I know if I have access to a live webcast?
I purchased the webcast. Where does it show up?
I just purchased a webcast, but it still says I don't have access.
Can I view the live webcast using an iPad?
Where can I find the schedule for live webcasts?
I missed a performance! Can I go back to watch it?
I can see the schedule, but not the video.
How do I make the video full screen?
I'm using Internet Explorer 8 with the Yahoo! Toolbar and am having trouble viewing videos. What can I do?
What are your minimum system requirements?
I am an AOL customer. Can I use the AOL browser to view the Live Webcast?
Are you a Norton Internet Security or Personal Firewall user?
I connect to the internet by Satellite. Can I watch the Live Webcast?
Can I close my browser and come back to the streaming video throughout the day?
Do I need a broadband connection to view content?
Why is my video still choppy when I meet all of the minimum system requirements?
Can I watch this video stream on a wireless network?
What if I do not have a broadband connection?
I need help! How do I contact support?
Where's the live chat button?
Can I share my Live Webcast login with my family or friends?
The Fan Network
110 W. Washington St., Suite C
Indianapolis, IN 46204

Your support request will be answered during normal business hours (Mon-Fri 9:00 - 5:00 PM ET). If you require technical support during a live event please use the LIVE CHAT support system that will be located on the front page of the Fan Network.

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