FAQs

My Flash Player Is Not Working, What Do I Do?

My picture is breaking up - what can I do?

The Webpage Does Not Appear To Be Updated - What Can I Do?

What Countries Is The Service Available In?

Why Can't I Get Full Screen On My Player?

What is Streaming?

I Cannot Hear Any Audio, What Can I Do?

Can I view the stream on my mobile phone?

What are the System Requirements to watch Squash TV?

When I Access The Site I Am Repeatedly Told To Enable Cookies - What Can I Do?

What Speed Setting Should I Use for live Coverage?

How to contact us?


My Flash Player is Not Working, What Do I Do?

If the programme page loads but you can't see the 'Click to Play' window, try installing Adobe Flash Player (Get Flash Player).

If you already have Flash installed and reinstalling doesn't help, you may need to perform a clean install of Flash.

Due to recent enhancements to the Adobe Flash Player installers, you can now remove the player only by using the Adobe Flash Player uninstaller. To remove Flash Player, simply download and run the appropriate uninstaller for your system using the steps below.

1. Download the Adobe Flash Player uninstaller:
Windows: uninstall_flash_player.exe (205 KB) (updated 7/30/09)
Mac OS X, version 10.3 and above: uninstall_flash_player_osx.dmg (258 KB) (updated 7/30/09)
Mac OS X, version 10.2 and below: uninstall_flash_player_osx.dmg (1.3 MB) (updated 05/27/08)
Mac OS 8.x, 9.x: uninstall_flash_player.hqx (33 KB)

2. Save the file to your system, choosing a location where you can find it (for example, your desktop). Macintosh users may need to open or unstuff the .hqx file.

3. Quit ALL running applications, including all Internet Explorer or other browser windows, AOL Instant Messenger, Yahoo Messenger, MSN Messenger, or other Messengers. Check the Windows system tray carefully to make certain no applications are still in memory which might possibly use Flash Player.

4. Run the uninstaller. This will remove Adobe Flash Player from all browsers on the system.

Note: The uninstaller cannot remove files currently in use.

If you have any instances of the player open in your web browsers, instant messaging clients, stand-alone SWFs, or projectors, then the uninstaller will complete but some files may not be deleted. If this occurs, then close all of your applications and run the uninstaller again to ensure that all files are removed.

Note: Internet Explorer users may have to reboot to clear all uninstalled Flash Player ActiveX control files. If you're not certain, select the "Show Details" button in the Flash Player uninstaller. If there are any log lines that begin with "Delete on Reboot..." then you'll need to reboot BEFORE running the Flash Player installer again.

My Picture is Breaking Up, What Can I Do?

There are several steps that you may need to go through if you are having problems playing the Squash TV program, so make sure you check all the following.

Enable JavaScript

If you are told to enable JavaScript for Click to Play streaming, please do the following:

Windows XP & Vista

Internet Explorer

1.Go to Tools then Internet Options

2.Click on the Security tab

3.Click on Custom Level

4.Scroll down until you see a section labelled Scripting

5.Under Active Scripting, select Enable and click OK

Mozilla Firefox

1.Go to Tools then Options

2.Click on the Content tab

3.Make sure there is a tick in the box next to Enable JavaScript

4.Click OK

Apple Macintosh

Safari

1.Go to Safari

2.Click on Preferences

3.Click on the Security tab

4.Make sure there is a tick in the box next to Enable JavaScript

5.Close Preferences

Mozilla Firefox

1.Go to Firefox

2.Click on Preferences

3.Click on the Content tab

4.Make sure there is a tick in the box next to Enable JavaScript

5.Close Preferences

Enable cookies

Internet Explorer

Choose Tools, then Internet Options

Click on the Privacy tab

Click on the Advanced button

Tick the override automatic cookie handling box

Select Accept (or Prompt)

Click the OK button

Mozilla Firefox

Choose Tools from main menu, then Options

Click on the Privacy tab

Tick the Accept cookies from Site box

Click the OK button

Safari

Select Safari from main menu, then Preferences

Click on the Security tab

Select Always to Accept Cookies.

Click the close button.

Find more about cookies from http://www.aboutcookies.org/

This link will take you to a website outside the Perform Group. The Perform Group is not responsible for content or software downloaded from external sites.

Security program settings

If you see a grey screen with no download button or error message displayed, it may be that your security program is blocking access as is not listed as a trusted site. Check your security program's settings to see how to do this.


The Webpage Does Not Appear To Be Updated?

To clear the cache, please follow the instructions below depending on your web browser:

If you are not sure what browser you are using follow the instructions below.

From your browser menu bar select Help and then select 'Help' or 'About' depending on your browser.

IE6 (Internet Explorer 6)

·Open Internet Explorer (one window only) and click on Tools then Internet Options.

·On the general tab click on Delete cookies, then OK.

·Now click on Delete Files then OK and OK again.

·Now press "Ctrl" and F5 together.

·Close and restart your browser.

IE7 (Internet Explorer 7)

·Open Internet Explorer (one window only) and click on Tools then Internet Options. In the middle of the General Tab in the area relating to Temporary internet files and cookies click on Delete Files then OK. Then "delete cookies" and "delete files". Then click OK. Now press "Ctrl" and F5 together. Close and restart your browser.

·Now click on Tools>Internet Options> On the Security tab set the level to Medium. Then on the Privacy tab set the Privacy level to Medium-High.

·Now click on Tools>Pop Up blocker and ensure that the pop up blocker is turned off.

·Delete any shortcuts to the website in "favourites" and "bookmarks"

·The above should clear any corruption and force your computer to download new cookies from the site.

IE8 (Internet Explorer 8)

·Open Internet Explorer (one window only) and click on Tools then Internet Options. In the middle of the General Tab in the area relating to Temporary internet files and cookies click on Delete Files then OK. Then "delete cookies" and "delete files". Then click OK. Now press "Ctrl" and F5 together. Close and restart your browser.

·Now click on Tools>Internet Options> Under the Browsing History heading please select 'Delete'

·Please ensure that the Cookies, Temporary Internet Folders and History boxes are checked.

·Now click on Tools>Pop Up blocker and ensure that the pop up blocker is turned off.

·Delete any shortcuts to the website in "favourites" and "bookmarks"

·The above should clear any corruption and force your computer to download new cookies from the site.


For Safari

·Press Ctrl, Alt and E at the same time and this will ask you whether you wish to empty the cache - select 'Empty'

·Delete any shortcuts to the website in "favourites" and "bookmarks"


In Opera

·Select the 'Tools' menu and Advanced

·Select Cookies

·You will then need to delete the cookies one at a time.

·Delete any shortcuts to the website in "favourites" and "bookmarks"

In Chrome

·Click on the spanner - top right corner

·Select Clear Browsing Data from the drop down box

·Ensure that Empty the Cache and Delete Cookies are checked

·Select Everything from the drop down box

·Click the 'Clear Browsing Data button

·Delete any shortcuts to the website in "favourites" and "bookmarks"

In Firefox

Click the following link: Click here

Delete any shortcuts to the website in "favourites" and "bookmarks"


What Countries Is The Service Available In?

We can confirm that the service will be available worldwide.

Why Can't I get Full Screen On My Flash Player?

Only the latest version of Flash, which Adobe provides for Windows, Macintosh and Linux, supports this. Click here to get the latest version for your computer.

This link will take you to a website outside Squash TV. Squash TV is not responsible for content or software downloaded from external sites.

If you still experience problems and only audio is heard in full screen, check your computer's video acceleration settings. Right-click (Windows) or Control-click (Mac) in the Click to Play window and select Settings, the first tab shown is for Display.

Remove the tick from the box next to Enable hardware acceleration.


What Is Streaming?

Streaming allows you to play a program straight from Squash TV, without you having to download the program to your hard drive first. Simply choose a program and Click to Play.

Don't forget that you have to be online for the entire length of the program to play it.

To use streaming on your computer you need to install Flash, a program which Adobe provides a version of for Windows, Macintosh and Linux. Click here to get the latest version for your computer.

This link will take you to a website outside Squash TV.We are not responsible for content or software downloaded from external sites.

This streaming technology is similar to that used by other popular video sites, such as YouTube, Google Video or MTV, amongst others.


I Cannot Hear Any Audio - What Can I Do

If you have checked that your computer's sound settings are correct, there may be a problem with Flash. Adobe offers support at http://kb2.adobe.com/cps/402/kb402691.html and if you need further assistance the issue is discussed at Adobe's forum - Click Here.

These links will take you to websites outside this site. The Perform Group is not responsible for content or software downloaded from external sites.


Can I view the game on my mobile phone?

The service has been created to work on laptop or desk top computers and will not work on mobile phones.

What are the System Requirements to watch Squash TV?

System Requirements.

Minimum Technical Requirements

FLASH

·Flash Player 10 - 10,0,32,18

BROWSERS

·Internet Explorer 7.0.5730.11

·Firefox 3.0.4

·Safari 3.1.2 (525.21)

·Opera 9.6.4

·Google Chrome 3.0.195.21

OPERATING SYSTEM

·Windows: XP, Vista or Windows 7*

·Apple Macintosh: Leopard (10.5) or Snow Leopard (10.6)

* Please be advised that Windows 7 64 bit is not supported due to Adobe not developing a 64 bit Flash Player at this time. If you have Windows 7 64 bit then please ensure that you are using a 32 bit browser such as Firefox or Google Chrome.


When I access the site, I am repeatedly told to enable Cookies


Cookies are small files, stored on your computer and used to authenticate you after you have logged in initially. If you do not permit Cookies from World to be stored on your local computer, you will not be able to gain access to the site.

Internet Explorer 6 & 7


1. Start Internet Explorer.

2. Select the Tools menu and then Internet Options.

3. In the next window select the Privacy tab at the top of the screen.

4. Click on the Default button at the bottom right of this section.

5. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.

6. Click the OK button at the very bottom of the window to accept your changes.

7. Stop all instances of Internet Explorer to ensure settings are applied properly.


Internet Explorer 8

1. Start Internet Explorer.

2. Select the Tools menu and then Internet Options.

3. In the next window select the Privacy tab at the top of the screen.

4. Now drag the slider on the left of this section to the bottom - until you see the Accept All Cookies message.

5. Click the OK button at the very bottom of the window to accept your changes.

6. Stop all instances of Internet Explorer to ensure settings are applied properly.

Google Chrome

1. Open Google Chrome

2. Select the 'Spanner' icon in the top right hand corner

3. Select 'Options'

4. Select 'Under The Hood' tab

5. Under 'Cookie Settings' ensure the drop down is set to 'Allow All Cookies'

6. Now stop all instances of Google Chrome to ensure the settings have applied properly

Safari

1. Open Safari

2. Select 'Edit Menu'

3. Select Preferences

4. Select 'Security' tab

5. Ensure 'Accept Cookies' is set to 'Always'

6. Select the 'X' in the top corner of the box

7. Now stop all instances of Safari to ensure the settings have applied properly

Firefox

1. Open Firefox

2. Select 'Tools' from the menu bar

3. Select 'Options'

4. Select 'Privacy' tab

5. Under 'Cookies' ensure the 'Accept Cookies From Sites' checkbox is checked

6. Click 'OK'

7. Close all instances of Firefox to ensure the settings have applied properly

Opera

1. Open Opera

2. Select 'Tools' from the Menu Bar

3. Select 'Preferences'

4. Select the 'Advanced' tab

5. Select 'cookies' in the left hand menu

6. Ensure 'Accept Cookies' is selected

7. Click 'OK'

8. Close all instances of Opera to ensure the settings have applied properly

It is also possible that this problem has been caused by a firewall on your machine blocking cookies externally to internet Explorer. If this is the case you will need to amend your firewall to allow our cookies.


What Speed Setting Should I Use For Live Coverage?

The Squash TV Live Coverage will be streamed in three different qualities, 450kbps, 800kbps and 1mgps - your ability to stream at any of these levels will depend on the bandwidth that you can obtain. You will need a minimum of 550kbps to obtain the lowest stream available.

To test your bandwidth please go to - Speed Test

Once you have received your results - your download speed will need to be above 550kbps - for example see the image below which confirms the download speed available to this user

Stream

Download Range Required

LOW

0.55 or above

MEDIUM

0.90 or above

HIGH

1.3 or above

How to contact us?

If you have been unable to resolve your problem via this page then please email: customerservices@performgroup.com and we will contact you as quickly as possible.

 

 

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