Technical FAQ

1. Which Media Player do I need to play media on MLB.com?
2. How do I download and install the Windows Media Player?
3. How do I download and install the Microsoft Silverlight Player?
4. How do I access my player options when the player is embedded in the browser?
5. What are the optimal configurations for my media player?
6. Can I watch my game feed in my computer's media player, or do I have to use the player provided by MLB.com?

7. How do I delete Temporary Internet Files in my browser?
8. I know I need to enable cookies for MLB.com to function properly. How do I enable cookies on my browser?

9. Can I access MLB.TV / MLB.TV Premium or MLB.com Gameday Audio on a Mac?
10. Can I use AOL as my browser when accessing my MLB.com subscriptions?
11. On Windows 98/ME/2000, can I use Silverlight player when accessing my MLB.com subscriptions?

12. When I click on the game link, nothing happens and no browser window pops up. What is happening?
13. When I click on the game link, the Media Player window opens, but the whole screen is white (except for the score ticker at the bottom of the window). What is happening?
14. When I click on the game link, all I see is a plug-in prompt or an error message saying "you are watching MLB.com...". What is happening?
15. Every time I click on a game link, I am asked which player I want to use, but then nothing happens. What's going on?
16. I am having trouble accessing the game feeds, on a router or on a wireless connection. Why does Windows Media Player try to connect endlessly, or try to connect and then reconnect or send me a "cannot connect to server/network" error message?
17. What file types do MLB.com products use? How do I associate these file types with my media player?

18. When I play an MLB.TV game, why can I hear the audio, but not see the video?
19. How can I improve the quality of my video feed?
20. I am receiving a blackout message. How can I find out what teams I should be blacked out from seeing?
21. I have been Blacked Out of a game but I am in a location that should not be blocked from viewing either of the teams playing and it is not being nationally televised. How can I watch this game?
22. What's the difference between watching a "streamed" game (a live game on MLB.TV, for example, or a game in the MLB.TV on-demand archives) and watching a "downloaded" game (for example, one purchased via the MLB.com Digital Download Service)?
23. How do I connect MLB.TV Premium to my television for optimal viewing?

Media Player Questions

1. Which Media Player do I need to play media on MLB.com?

To listen to LIVE and archived MLB.TV, MLB.TV Premium and MLB.com Gameday Audio feeds, you need Windows Media Player Series 9 or above or Microsoft Silverlight installed on your computer.

To play all other content on MLB.com, such as other archives and free content, you need the Windows Media Player Series 9 or above or Microsoft Silverlight, as well as Flash Player 9.x. We recommend that you have Microsoft Silverlight 1.0 or above or Windows Media Player Series 9 or above installed. If you do not have Silverlight installed, Windows Media Player will be your default program. See System Requirements for details.

2. How do I download and install the Windows Media Player? Click here and follow the instructions for downloading and installing the Windows Media Player.

3. How do I download and install the Microsoft Silverlight Player?

If you do not have the Microsoft Silverlight plug-in installed, you'll be prompted with a choice to download it on MLB.com. Please follow the instructions on-screen, and make sure to completely close your browser when the install is finished. You can then restart your browser, return to MLB.com, and watch video embedded on MLB.com.

Also, you can download Microsoft Silverlight by clicking here.

4. How do I access my player options when the player is embedded in the browser?

For the PC (Windows Media Player):

When the Windows Media Player is embedded in the browser window, simply right click anywhere on the video screen (or on the media player functions, Play, Stop, Fast-forward, Volume, etc.) and select Options from the dropdown menu.

You can also launch your Windows Media Player from the Start menu and make changes directly in the stand-alone player. All settings saved in the stand-alone media player are transferred to the embedded player.

For the PC (Silverlight Player):

When the Silverlight Player is embedded in the browser window, right click anywhere on the player for configuration options.

For the Mac (Silverlight Player only):

When the Silverlight Player is embedded in the browser window, ctrl+click anywhere on the player for configuration options.

5. What are the optimal configurations for my media player?

For the Windows Media Player Series 9, use the following configurations:

1. Pull down the Tools menu of your Windows Media Player Series 9 (or right-click on the embedded video screen) and select Options. Note: In Windows Media Player 11, you will need to click on the bar above the image to get the pull down menus.
2. In the Player tab, be sure the "Download Codecs Automatically" box is checked.
3. Also, be sure the "Connect to the Internet (overrides other commands)" box is checked.
4. In the Performance tab, in the Connection Speed category, select Choose Connection Speed.
5. In the Connection Speed drop down menu, choose the speed proper to your Internet service. Note: For MLB.TV, the speed must be higher than 400K. If you do not know your connection speed, contact your Internet Service Provider.
6. Select the Network tab.
7. In the Streaming Protocols window, uncheck the top two boxes: Multicast and UDP. Leave the TCP and HTTP boxes checked.
8. Below in the Streaming Proxy Settings window, click on the HTTP protocol
9. Click Configure.
10. Change the Proxy Setting to Do Not Use a Proxy Server.
11. Click OK to the Configure Protocol window.
12. Click Apply.
13. Click OK to the Options window.

For the Microsoft Silverlight Player (MAC or PC):

Make sure that the automatic checks for updates has been enabled. To accomplish this, right click (PC) or ctrl+click (MAC) and enter the Silverlight Configuration. DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Changing configurations of your computer is done at your own risk. In no event shall MLBAM or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer and/or software or operating system with respect to any changes made based on the above suggested configurations.

6. Can I watch my game feed in my computer's media player, or do I have to use the player launched by MLB.com?

It is not recommended that users attempt to play video outside of the MLB.com native players.

Browser Questions

7. How do I delete Temporary Internet Files in my browser?

If you are having difficulty accessing MLB.com, then you should clear out your browsers. If you receive a "Page Cannot Be Displayed" or a similar error message, deleting Temporary Internet Files in your browser may solve the problem. Here is how to clear the most popular browsers supported by MLB.com:

1. Internet Explorer Version 6
   1. Pull down the Tools menu and select Internet Options
   2. In the Temporary Internet Files window, click Delete Files
   3. Click OK to the Delete Files window
   4. Click OK


2. Internet Explorer Version 7
   1. Pull down the Tools menu and select Internet Options
   2. In the General Tab, under the Browsing History section, click Delete
   3. Click the Delete Files button next to Temporary Internet Files
   4. Click Yes


3. Firefox (PC)
   1. Click the "Tools" menu
   2. Select "Clear Private Data"
   3. Check the box next to Cache
   4. Click "Clear Private Data Now"


4. Firefox (Mac)
   1. Click the "Tools" menu
   2. Select "Clear Private Data"
   3. Check the box next to Cache
   4. Click "Clear Private Data Now"


5. Safari on Mac
   1. Pull down the Safari menu and select Empty Cache
   2. Click Empty


6. Netscape 7.0 on Mac
   1. Pull down the Netscape menu and select Preferences
   2. On the left, open the Advanced submenu and select the Cache category
   3. On the right, click on Clear Cache
   4. Click OK

Also, we recommend that you always type "www.mlb.com" directly into the address box of your browser, as opposed to using favorites or bookmarks. Feel free though to set www.mlb.com as your homepage!

Please see Disclaimer in FAQ #6 above, regarding changing your computer's configuration.

For more information, see our System Requirements FAQ.

8. I know I need to enable cookies for MLB.com to function properly. How do I enable cookies on my browser?

Check your web browser's Help option for instructions on turning cookies on or off. Cookie settings are found in the browser's Tools or Preferences section. Below are directions on how to locate the cookie settings on the most popular browsers supported by MLB.com:

1. Internet Explorer Version 6 and 7
   1. Pull down the Tools menu and select Internet Options
   2. In the Privacy tab, the bar on the right slides up or down, setting the cookie level
   3. Configure your browser to accept cookies, at your preferred level


2. Netscape 7
   1. Pull down the Edit menu and select Preferences
   2. On the left, open the Privacy & Security category and select Cookies
   3. Configure your browser to accept cookies, at your preferred level


3. Firefox (PC)
   1. Pull down the Tools menu
   2. Select Options
   3. Click the Privacy tab
   4. Check "Accept cookies from sites"
   5. Click OK


4. Firefox (MAC)
   1. Pull down the Firefox menu and select Preferences
   2. Click the Privacy tab
   3. Check "Accept cookies from sites"


5. Safari on Mac
   1. Pull down the Safari menu and select Preferences
   2. Select the Security tab
   3. Configure your browser to accept cookies, at your preferred level

Please see Disclaimer in FAQ #6 above, regarding changing your computer's configuration.

For more information, see our System Requirements FAQ.

Compatibility Questions

9. Can I access MLB.TV / MLB.TV Premium or MLB.com Gameday Audio on a Mac?

Yes, MLB.TV, MLB.TV Premium, and MLB.com Gameday Audio are all compatible with Mac OS X. Just like with Windows, you can use Silverlight to access all of our content. Silverlight can be downloaded here.

If you have an older Power PC Macintosh, and are encountering choppy playback with Silverlight, you should uninstall Silverlight and install our customized beta of Flip4Mac.

MLB.TV content works best on Mac OS X with Firefox 2 or above.

Internet Explorer for the Macintosh does not work in conjunction with MLB.com. For more information, see our System Requirements FAQ.

10. Can I use AOL as my browser when accessing my MLB.com subscriptions?

Yes. As long as you have AOL Version 9 or above, you can access your MLB.com subscriptions on your AOL browser. When using an earlier version of AOL in conjunction with MLB.com, you may get an "Illegal Operation" error message, or your browser may shut down automatically, forcing you offline. If you are forced offline when clicking on a game link, and you are using AOL as a browser, simply launch a different browser such as Internet Explorer or Firefox 2.x. Sign in to AOL, minimize the AOL application window, and then launch a separate browser to go to MLB.com.

For more information, see our System Requirements FAQ.

11. On Windows 98/ME/2000, can I use Silverlight player when accessing my MLB.com subscriptions?

Microsoft Silverlight does not run on Windows 98, Windows ME, or Windows 2000.

For more information, see our System Requirements FAQ.

Game Link Questions (MLB.TV / MLB.TV Premium and MLB.com Gameday Audio)

12. When I click on the game link, nothing happens and no browser window pops up. What is happening?

Game links (400K/800K/1.2MB), radio station call letters, etc. on MLB.com cause another browser window to pop up - either the Player Preference prompt or the Media Player window. You will need to either disable the pop-up blocker on your browser or add MLB.com to the Exceptions List.

If you have any Internet Security programs, Firewalls, or add-ons that include an Ad Block feature, you may need to either disable Ad Blocking or the program entirely.

Please see Disclaimer in FAQ #6 above, regarding changing your computer's configuration.

13. When I click on the game link, the Media Player window opens, but the whole screen is white (except for the score ticker at the bottom of the window). What is happening?

It is likely that either your Player Preference is not set properly or you are behind a firewall that is stopping the content. Please set up your browser to allow cookies as detailed in FAQ FAQ #9 and configure your media player as detailed in FAQ FAQ #6.

Note: To receive MLB.com content, we recommend setting MLB.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support.

Please see Disclaimer in FAQ #6 above, regarding changing your computer's configuration.

14. When I click on the game link, all I see is a plug-in prompt or a message saying "you are watching MLB.com...". What is happening?

If you see only a plug-in prompt or a message that "you are watching MLB.com...", it is likely that the stream you are trying to watch is not active yet. Please wait 5 minutes and check the link again.

15. Every time I click on a game link, I am asked which player I want to use, but then nothing happens. What is going on?

If this is happening, try logging in to MLB.com first. Use the Register | Login link at the top or bottom of any page on MLB.com. Before clicking on the game link, be sure your browser is set up to accept cookies as detailed in FAQ FAQ #9. Once you're logged in, return to the game link and try clicking on it again.

16. I am having trouble accessing the game feeds, on a router or on a wireless connection. Why does Windows Media Player try to connect endlessly, or try to connect and then reconnect or send me a "cannot connect to server/network" error message?

In the Windows Media Player Series 9 or higher, use the following settings:

1. Pull down the Tools menu and go to Options
2. Select the Network tab
3. In the Streaming Protocols window, uncheck the top two boxes: Multicast and UDP. Leave the TCP and HTTP boxes checked
4. Below in the Streaming Proxy Settings window, click on the HTTP protocol
5. Click Configure
6. Change the Proxy Setting to Do Not Use a Proxy Server
7. Click OK to the Configure Protocol window
8. Click Apply
9. Click OK to the Options window

17. What file types do MLB.com products use? How do I associate these file types with my media player?

All MLB.TV, MLB.TV Premium and MLB.com Gameday Audio feeds are 'Windows Media Audio/Video files' with extensions 'WMV,' 'ASF,' and 'ASX'. To check your computer's file associations, pull down the Tools menu in any Windows folder and select Folder Options. Then, click on the File Types tab. Verify that extensions WMV,ASF and ASX open with the Windows Media Player.

MLB.TV / MLB.TV Premium Questions

On a PC, check that you have the latest Windows Media Player installed (Series 9 or higher). Then, check that the default connection speed setting for the Windows Media Player is set to Detect Connection Speed (recommended). When playing an MLB.TV game, if you can hear the audio, but cannot see the video, you need to set your connection speed on the Windows Media Player as follows:

1. In the Windows Media Player, pull down the Tools menu and select Options
2. Click the Performance tab
3. Select the Choose Connection Speed circle
4. From the dropdown menu, select the proper Connection Speed (above 400K)
5. Click Apply
6. Click OK

On a Mac, if you are using Flip4Mac, check that it is set to check for updates regularly.

1. On the media player, click the drop down option menu or ctrl+click anywhere on the media player
2. Select Plug-in Settings
3. In the Updates tab, ensure that it is set to check for updates regularly (daily, weekly or monthly), then click Check Now

19. How can I improve the quality of my video feed?

When playing an MLB.TV LIVE or archived game, if the media player continues to buffer or reconnect or shows only a frame-by-frame "choppy" feed, then there may a problem with the bandwidth. Our MLB.TV (non-Premium) content is streamed at 400K and your bandwidth must be consistently pulling 350Kbps to receive a high-quality video feed. Our MLB.TV Premium content is streamed at 800K & 1.2M and your bandwidth must be consistently pulling 90% of that to receive a high-quality video feed.

First, test your bandwidth. For an accurate reading, use a reliable bandwidth-testing website (such as http://mlb.mlb.com/tools/bandwidthdetect/index.html). Bandwidths continually fluctuate, so perform three or more tests. Again, the recommended bandwidth for MLB.TV (non-Premium) content is 400K; and the recommended bandwidth for MLB.TV Premium content is 800K and above. A user connecting below 400K may get the video, but will likely experience choppy feeds. If you are not consistently testing above 400K, you may want to contact your Internet Service Provider.

If you are going to the 1.2M feed, you should install NexDef in order to help your computer manage the bandwidth needed for the stream.

Note: MLB.com does not support any specific bandwidth-testing website. Please see Disclaimer in FAQ #6 above, regarding changing your computer's configuration.

On a PC, be sure your Windows Media Player bandwidth is set properly as follows:

1. Right click on the video screen and select Options
2. Click on the Performance tab
3. Set the Connection Speed to the appropriate value as per your diagnostic test

On a PC or Mac, clean out your browser cache by deleting Temporary Internet files and Clearing History as detailed in FAQ #8.

Finally, if the above troubleshooting steps do not improve the quality of the feed, heavy Internet traffic may be the problem.

If you continue to experience difficulties, please contact MLB.com Customer Support toll free in the U.S. and Canada at (866) 800-1275. Please be prepared to provide the following information:

1. Your full name
2. Your phone number
3. Your MLB.com registered email address
4. Your Operating System (Windows 98, 2000, XP, Vista, MAC 10.4.x, 10.5.x, etc.
5. The browser you are using and its version number. (To find out your browser version, pull down the Help menu and select About.)
6. Your ISP
7. Your connection type
8. Your IP address*
9. The results of your bandwidth tests
10. Your location (home, office, wireless, etc.)
11. Time of access
12. Particular game

* Don't know your IP address?
On windows 98, ME, 2000, XP: Click Start, then Run and type ipconfig.
On Mac OS X: Click Apple menu>System Preferences>Network>TCP/IP.

20. I am receiving a blackout message. How can I find out what teams I should be blacked out from seeing?

To find out which teams you should be blacked out from viewing, enter the zip code of the location you are viewing the game from here. After pressing Go a window should come up listing the teams which you cannot view either Home or Away games of in that area.

For information on MLB.com's blackout policy, click here and scroll down to the bottom of the page.

21. I have been Blacked Out of a game but I am in a location that should not be blocked from viewing either of the teams playing and it is not being nationally televised. How can I watch this game?

Power cycle your modem and/or router. To do this, unplug the power to your modem, as well as any wired or wireless router you are using, for about 10 seconds, then plug them back in and give them a few minutes to reset your internet connection. Afterwards, try viewing the game again.

If you are still incorrectly blacked out you should contact our Customer Service Department at 866-800-1275 (International Customers call 512-434-1542). They should be able to clear your account from any incorrect blackouts.

22. What's the difference between watching a "streamed" game (a live game on MLB.TV, for example, or a game in the MLB.TV on-demand archives) and watching a "downloaded" game (for example, one purchased via the MLB.com/ Downloads.

Here are the key differences between streaming and downloading video:

STREAMING

1. Streaming video starts playing almost immediately when you click on a link. There will be a little bit of "buffering" (as your computer makes the connection and starts the data flowing from the server that is feeding you the video) and then the video begins playing.
2. Video is currently offered in one broadband bit rate: 400K/800K. You must have an Internet connection fast enough to allow 350K bits per second to stream into your computer in order for the video to play smoothly.
3. The quality of the picture you see is dependent on the speed of your Internet connection.
4. The video does not take up any space on your computer's hard drive - effectively, you are watching a "link" to another site (in this case, a place where the video footage is stored) as it is delivered ("streamed") to your computer in real-time.

DOWNLOADING

1. MLB.com/Downloads content does not start playing when you first click on a link. You must first purchase the file, at which point the entire file is DOWNLOADED to your computer (by streaming the bits to you over the Internet). Once the download is complete, you can begin playing the file from your computer's hard drive.
2. Downloading a full game file can take anywhere from thirty (30) minutes to two (2) hours with even the fastest Internet connection, assuming there are no interruptions in your Internet service. How soon you can start watching the video footage will depend on the speed of your connection.
3. You are receiving a encoded at 400K. Once you start playing the downloaded file, the video quality will be very high and there will not be any interruptions based on a poor Internet connection because you are playing it from your hard drive, rather than accessing the Internet to play the file.
4. To store a complete game, you will need enough hard drive space to store a roughly 550MB file. A complete 9+ inning game at 400K is a large file, and if you do not have enough drive space, you will not be able to watch the video.

23. How do I watch MLB.TV Premium on my television for optimal viewing?

For PCs

1. Power down your PC and your television
2. Use one of the cables from our recommended list of PC to TV cables set forth below
3. Next, to send your audio from your computer to your television, connect your computer's Audio Out jack to your television's Audio In jacks using a 1/8" stereo audio cable and a 1/8"-to-RCA Y-patch cable
4. Turn on your TV
5. Finally, to send your computer's signal to your TV, in the Start menu go to Settings, Control Panel
6. Click the Display icon to bring up display settings
7. Click the video card's TV tab (either the Output Device tab or under settings->advanced)
8. Send the video signal to your TV (e.g. by clicking Function + F7 on your PC)
9. Click OK and begin viewing your computer signal on your TV

For Macs:

1. Power down your PC and your television
2. With your Mac and television powered down, connect your Mac's Video Output port (DVI, s-video, etc. - an adapter or the appropriate cable may need to be purchased) to your TV's Video In jack
3. Power on your Mac and your television
4. In order to fine tune the view, open System Preferences and click Displays
5. Change to a new resolution or change the number of colors used to adjust the display Important note: As with most products from MLB.com, MLB.TV Premium is designed for viewing on a PC. However, we have had good results with watching MLB.TV Premium on a television monitor using the instructions set forth above.

Important note: As with most products from MLB.com, MLB.TV Premium is designed for viewing on a PC. However, we have had good results with watching MLB.TV Premium on a television monitor using the instructions set forth above.