Radio & Video: Wimbledon Live

Frequently Asked Questions:

Please select from the heading below to be directed to Frequently Asked Questions related to your issue. If you are unable to resolve your issue then please scroll to the bottom of this page and select the 'Contact Us' option.

Live Content Miscellaneous Content


Live Content • How do I view Wimbledon Live streams?

If you try to view Wimbledon Live Streams you will need to become a Subscriber to the service first.

Once subscribed, from a technical perspective, for best results we recommend you use the following applications: - Adobe Flash Player 9.0+. If you do not have Adobe Flash Player, please download the latest version from http://get.adobe.com/flashplayer/.

• 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 or Vista
• Apple Macintosh: Leopard (10.5) or Snow Leopard (10.6)

• My Flash player is not working?

If the programme page loads but you can't see the 'Click to Play' window, try installing Adobe Flash Player - http://get.adobe.com/flashplayer/ 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: http://download.macromedia.com/pub/flashplayer/current/uninstall_flash_player.exe (205 KB) (updated 7/30/09) •Mac OS X, version 10.3 and above: http://fpdownload.macromedia.com/get/flashplayer/current/uninstall_flash_player_osx.dmg (258 KB) (updated 7/30/09) •Mac OS X, version 10.2 and below: http://download.macromedia.com/pub/flash/ts/uninstall_flash_player_osx_10.2.dmg (1.3 MB) (updated 05/27/08) •Mac OS 8.x, 9.x: http://download.macromedia.com/pub/flash/ts/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 Flash player has no sound.

Ensure that 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 - http://forums.adobe.com/community/webplayers/flash_player.

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

• Broadband - Issues at low speed setting

If you have an Internet connection of greater than 550k, but experience a lot of rebuffering when viewing the Low stream, the problem is most likely to be caused by network congestion over your ISP (internet service provider) connection.

You can test the current download bandwidth available to you using one of the following links:
Bandwidthplace Speed Test (1) - http://www.bandwidthplace.com/
Speed test (2) - http://www.speedtest.net/

The results of these tests need to be around 400kbits/s in order to successfully stream the 300k videos, to take into account spurious fluctuations in local bandwidth. Please contact your Broadband provider directly to resolve these issues.

• What speed setting should I use?

Wimbledon Live Coverage will be streamed in two different bit rates, 512kbps and 1mbps - your ability to stream at any of these levels will depend on the bandwidth that you can obtain. You will need a minimum of 550 to 600kbps to obtain the lowest stream available.

To test your bandwidth please go to - http://www.speedtest.net/

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.

Speedtest Results image

• 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 stream, so make sure you check all the following.

Enable JavaScript

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

Windows XP & Vista

Internet Explorer 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
Firefox 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
Firefox - Enable Javascript

Apple Macintosh

Safari 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
Firefox 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
Firefox - Enable Javascript

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/

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.

• 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 Wimbledon Live. Wimbledon/Perform group are 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.

Disable Hardware Acceleration

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

• 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"




Miscellaneous Content • Why should I use PayPal?

PayPal is the safer, easier way to pay. You can use your credit card or bank account without exposing your account numbers. You can link your credit card or bank account to your PayPal account so you don't have to enter your card number or address everywhere you shop. Just log in to PayPal and quickly check out in a few clicks.

• I cannot Remember my PayPal login or it's no longer working

If you cannot remember your PayPal login and password please click here and select the 'Forgotten My Password' (see below image) link and they will provide these details for you.

PayPal

NB - The details will be sent to your PayPal registered email address.

• I have asked for a refund on PayPal, what is the process?

All refunds are processed in accordance with PayPal's refund policy - for further details of this policy please click here.

This link will take you to a website outside the Wimbledon Live.

• What type of cards can I use?

Visa (debit or credit)
Eurocard
JCB
Mastercard
Solov Maestro

Or alternatively you can setup a PayPal account and use any of the following:

Visa / Delta / Electron
MasterCard / Eurocard
PayPal Top Up Card
Maestro
Solo
American Express

• How do I update my personal details?

You can edit your name and address by using the My Account section. Log in as normal, click the My Account link at the side of the screen, and choose 'Change my Details' to update.

My Account also allows you to update your 'Payment Details'. You can also change your email address and password here.

To update your payment details, you will need to select Change my credit card/direct debit details and this will take you into the payment screen.

Please note that you are unable to change your username once registration has finished.

• How do I cancel my subscription?

To cancel an account please login to the site, go to the "My Account" page, where you will find a "Cancel My Subscription" option.

• I have forgotten My Username &/or password

You can select the links on the site and request your username and password, if this is not helpful then please use the 'Contact Us' button and we will email you a response as quickly as possible.

• I have changed my password but I still cannot enter the site.

The password storing mechanism within Web Browsers can occasionally corrupt passwords, and it is sometimes necessary to clear your stored password and re-enter the information. Please follow the instructions below depending on your browser.

Internet Explorer 6
1. Within Internet Explorer
2. Click on Tools then Internet Options
3. On the general tab click on Delete cookies
4. Click OK.
5. Now click on Delete Files
6. Click OK
7. Click OK
8. Now press "Ctrl" and F5 together.
9. Close and restart your browser.

Internet Explorer (IE7 & IE8)
1. Within Internet Explorer click on the Tools menu and select Internet Options.
2. Select the Content tab, click on the 'Settings' button under the heading 'Auto-Complete'
3. Click the 'Delete Auto Complete'* button, and 'OK' the confirmation.
4. Click 'OK' to exit Internet Options.
5. Close all instances of Internet Explorer.
The changes will take effect the next time you start Internet Explorer

FireFox
1. Within FireFox click on the Tools Menu and select 'Options' from the drop down list
2. Select 'Security', under the 'Password' heading please select 'Saved Passwords'
3. Select 'Remove All'*
4. Click 'Close' then 'OK'
5. Close all instances of FireFox
The changes will take effect the next time you start FireFox

Google Chrome
1. Within ChromeClick on the 'Spanner Icon' in the top right hand corner and click 'Options' from the drop down list
2. Select 'Minor Tweaks', under heading 'Password' select 'Show Saved Password'
3. Click 'Remove All'* and click 'Close'
4. Click 'Close' on the Options screen
5. Close all instances of Google Chrome
The changes will take effect the next time you start Google Chrome

Safari
1. Within Safari click on the Edit menu and select 'Preferences' from the drop down list and select 'Auto Fill'
2. Untick 'Usernames and Passwords'
3. Click 'Edit' and then select 'Remove All'*
4. Click 'Done' and then select the 'X' in the top right hand corner to close the dialogue box
5. close all instances of Safari
The changes will take effect the next time you start Safari

Opera
1. Within Opera select Tools and then 'Preferences' from the drop down
2. Select the 'Wand' tab and click the 'Password Button'
3. Select 'Delete'* and then Select 'Close'
4. Select 'OK'
5. close all instances of Opera
The changes will take effect the next time you start Opera

* By clearing your passwords off you PC all stored passwords will be deleted not just the one's for the site you are logging into