Ice Network

Technical and Troubleshooting FAQ

Media Player Questions

  1. Which Media Player do I need to play media on icenetwork.com?
  2. How do I access my player options when the player is embedded in the browser?
  3. Can I watch my event feed in my computer's media player, or do I have to use the icenetwork.com-provided one?

Browser Questions

  1. How do I delete Temporary Internet Files in my browser?
  2. I know I need to enable cookies for icenetwork.com to function properly. How do I enable cookies on my browser?

Compatibility Questions

  1. Can I access icenetwork.com on a Macintosh?
  2. Can I use AOL as my browser when accessing my icenetwork.com subscription?

Event Link Questions

  1. When I click on the video link, nothing happens. No browser window at all pops up. What is happening?
  2. Every time I click on an event link, I am asked which player I want to use, but then nothing happens. What's going on?
  3. What file types do icenetwork.com products use? How do I associate these file types with my media player?
  4. How can I improve the quality of my video feed?
  5. Will the game I want to see be blacked out? What does "blacked out" mean anyway?
  6. I'm getting a Blackout message, but I don't think I should be blacked out from the game I want to see. What's going on?

Media Player Questions

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

To watch icenetwork multimedia content and/or live and archived feeds, you need Adobe Flash Player or above installed on your computer. For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player. See the System Requirements for additional details. See System Requirements for details.

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

You can also launch your 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.

3. Can I watch my event feed in my computer's media player, or do I have to use the icenetwork.com-provided one?

We recommend users utilize the icenetwork native player. Alternative players are not supported, and may not function properly.

Browser Questions

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

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

  1. Internet Explorer
    1. Pull down the Tools menu and select Internet Options.
    2. Click Delete Files. (Click OK to the Delete Files window.)
    3. Click OK.
  2. Firefox
    1. Pull down the Application menu (Firefox, Netscape etc) and select Preferences.
    2. On the left, open the Privacy submenu and select the Cache category.
    3. On the right, click on Clear Cache.
    4. Click OK.
  3. Safari on Mac
    1. Pull down the Safari menu and select Empty Cache. (Click Empty to the ensuing window.)

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

For more information, see our System Requirements FAQ.

2. I know I need to enable cookies for icenetwork.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. Cookies 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 icenetwork.com:

  1. Internet Explorer
    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. 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.
  3. Firefox
    1. Pull down the Application menu (Firefox) and select Preferences.
    2. On the left, open the Privacy &amp Security category and select Cookies.
    3. Configure your browser to accept cookies, at your preferred level.

For more information, see our System Requirements FAQ.

Compatibility Questions

1. Can I access icenetwork.com on a Macintosh?

Yes, icenetwork uses Adobe Flash Player and are all compatible with Mac OS X. Icenetwork content works best on Mac OS X with Safari, Firefox, and Google Chrome.

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

2. On Windows 95/98/ME, can I use Flash player when accessing my icenetwork subscriptions?

No, Adobe Flash Player 10 (and above) is not compatible with Windows 95, 98, or ME. Adobe Flash Player 10 (and above) is compatible with Windows 2000, XP, Vista, and Windows Server 2003.

For more information, see our System Requirements FAQ.

Event Link Questions

1. When I click on the event link, nothing happens. No browser window at all pops up. What is happening?

Event links ('Watch') on icenetwork.com cause another browser window to pop up - either the Player Preference prompt or the icenetwork.com Media Player window. If you have a popup blocker installed on your browser, then this may stop the window from coming up properly. In this case, in order to access icenetwork.com event links, you will have to disable your popup blocker.

On some popular popup blockers, such as Google's, you can hold down the Control key on your keyboard as you click on the event link; this will let an individual popup through.

Note: icenetwork.com Support does NOT support particular firewall software (McAfee, ZoneAlarm, Norton Firewall. etc.). To receive icenetwork.com content, we recommend setting icenetwork.com as a trusted site on your firewall software. Please consult the Help section of your firewall software for further support.

2. Every time I click on a event link, I am asked which player I want to use, but then nothing happens. What's going on?

If this is happening, try logging into the icenetwork.com website first. Use the Login link at the top or bottom of the webpage. Then, before clicking on the event link, be sure your browser is set up to accept cookies as detailed above in 'Browser Questions #2'. Once you're logged in, return to the event link and try clicking on it again.

3. When I click on the game link, the Media Player window opens, but the player screen is blank. What should I do?

First, make sure that you have the latest version of your browser and Adobe Flash Player installed, which you can download here. If you are still having problems, disable Hardware Acceleration within Flash Player:

  1. Right click on the video and choose "Settings"
  2. Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close".

If that does not help, delete your Flash Cache by going to this page and click "Delete All Sites".

If you have any Internet Security Programs (e.g., Kaspersky, Norton, McAfee), Firewalls or add-ons (e.g., Adblock Plus) that include an Ad-Block feature, you may need to either disable the Ad-Block feature or disable the program entirely. In addition to Adblock Plus, other Firefox add-ons which can prevent the media player from loading properly are Flashblock and NoScript. If you are having problems with the Media Player and have these add-ons installed, disable or uninstall them.

You may also be behind a firewall that is stopping the content. To receive MLB.com content, we recommend setting MLB.com as a trusted site in your firewall software. Please consult the Help section of your firewall software for further support.

If you are still having problems you may need to disable your firewall software or find out if your network (especially if you are in an office) prevents icenetwork (such as videos) from loading.

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

When playing an icenetwork.com live or archive event, 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 broadcasts are streamed at 1200Kbps and your bandwidth must be consistently pulling 1200Kbps to receive a high-quality video feed.

First, test your bandwidth. For an accurate reading, use a reliable bandwidth-testing website. Bandwidths continually fluctuate, so perform three or more tests. Again, the recommended bandwidth for video is 1200Kbps 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.

Second, clean out your browser cache by deleting Temporary Internet files and Clearing History as detailed above in 'Browser Questions #1'.

Third, if the above troubleshooting steps do not improve the quality of the feed, heavy Internet traffic may be the problem. In this case, please call Customer Support at 1-866-464-8499. Please be prepared to provide the following information:

  1. Your full name
  2. Your phone number
  3. Your icenetwork.com registered email address
  4. Your ISP
  5. Your connection type
  6. Your IP address*
  7. The results of your bandwidth tests
  8. Your Location (home, office, wireless, etc.)
  9. Time of Access
  10. Particular Event

* 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.

5. Will the event I want to see be blacked out? What does "blacked out" mean anyway?

To protect the rights of broadcasters, certain live events are prevented from being seen in certain markets - this is known as a "black out." All the blackout information is located on the Blackout Restrictions page.

6. I'm getting a Blackout message, but I don't think I should be blacked out from the event I want to see. What's going on?

If you believe you are receiving the Blackout message in error, please call Customer Support at 1-866-464-8499 for further assistance.