Q & A

1. My payment is complete, how do I watch?

When your payment is complete, click on the name of the event you just purchased. You’ll be redirected to the “Viewing Paid Content” Page.
Note: You can only login on one device at a time, if you must change devices logout of your account from the current device wait a few seconds for the login to be released and you can login on the new device.

2. What is your refund policy?

TDN TV is receptive to granting a refund based only on the following reasons:
1. If a broadcast (or a particular artist/show/event you intended to watch) is cancelled. In case of a rescheduled show a refund will be given as store credit and you can watch the event when it happens.
2. If there are disruptions to the live stream provided that:
A) it is determined to be the fault of TDN TV, its equipment, and/or the Broadcast Partners and you prove it didn’t work for you.
B) The problem is universal to all viewers of that particular stream.
C) The problem persists for the duration of the show being streamed and the viewer notifies our support staff of the problem on the same day/night or within 48 hours with evidence of stream failure. Partial refunds for unused portion if you watched at least 30 minutes of the stream with no problem.
D) All efforts to fix the issue were exhausted including efforts by TDN TV tech support.

3. What are the system or browser requirements viewing?

Multimedia files, such as the ones used for this service can put a considerable demand on your computer. For PC users, we recommend using a computer that is running Windows 7 Home Premium or higher, or Mac OSX, with a minimum 2GB memory. Make sure the latest version of Adobe Flash player installed.

4. Why do interruptions, or “hiccups,” sometimes occur when I watch the video stream?

1.)The number one cause of buffering is poor network connectivity. This may be a problem with your network or may be caused by your Internet Service Provider (ISP) being overloaded. This is especially likely during peak usage hours.

2.) If you experience excessive buffering after 15 seconds to 1 minute, your firewall may be blocking streaming traffic.
To fix the problem, try updating your firewall’s firmware. For instructions on how to update your firewall’s firmware, contact your firewall vendor/developer.
They should be able to assist you with your firewall settings for optimum usage while keeping you safe online.

3.) You might also want to check your Antivirus settings see if it’s blocking, you can test that by temporarily disabling the antivirus program and reloading the stream. (We assure your our site free of spam and harmful code).

Is my Internet connection fast enough?
You need a broadband internet connection.

5. Is my computer fast enough?

Lack of memory or a slow processor can cause video to stutter or not play at all.
1.) Try closing other programs while watching the streaming video.

The stream stopped while I was watching it. How can I fix it?

Occasionally network connections are dropped due to problems somewhere on the Internet these problems cause the stream to buffer because it stops pulling data from our servers.
2.) In most cases the player will automatically resume the stream after a short period.
3.) In some cases you will have to refresh the page.

I’ve done the above it still isn’t working, what now?

1.) Contact tech support.
2.) Take a photo or screenshot of of the stream problem, logout and send us an email include your evidence and request a refund. ( Refunds are issued only at our discretion, see our Refund Policy.)

6. Why does the stream continuously buffer?

The player needs a certain amount of video buffered into memory before it can play. If it doesn’t have enough network bandwidth to buffer as much as it needs to, the player will keep trying but may never fully succeed at playing the video stream.

Issues that could keep you from having enough bandwidth for buffering include:
1.) A slow network connection (such as a dial-up modem) too many services or applications using your local network (e.g., watching video while downloading large files).
2.) Too many people using the local network or WiFi. Using an unsecured WiFi connection.
3.) You do not have enough bandwidth available, 5.5MB down minimum is recommended.

If you have previously played the stream successfully but you’re now experiencing problems, try clearing your browser cache.

In addition, problems can occur at any of the twelve or more hops that the data makes on its way to your computer. The “traffic shaping” system your ISP might be using. By the time the stream reaches you, there can be problems with your router, the connection to your computer or mobile device.

Software and/or hardware problems.

3.) Such as graphics drivers, anti-virus software including shields and live scanners, firewalls and browser plug-ins (All of which you can be temporarily turnoff or disabled).
Understand that the buffer acts like a temporary store to smooth out any changes in the video stream. unfortunately, when it fails, it’s extremely difficult to find the exact cause.

7. Why did I get an error message saying the file cannot be opened or found?

Try playing another webcast. If that program is working, then the first webcast is only temporarily unavailable. Contact streaming support to get an idea when it the program will be made available. Also, check whether you can connect to streaming content from other websites.

If attempts to view video on other sites also fail, the problem is most likely with your network connection. Make sure all your cables are plugged in, wait a few minutes and try again, as the problem might have been a temporary hiccup. If the problem persists, you may want to contact your Internet Service Provider or system administrator.
You may also be behind a firewall, software or hardware appliance that prevents certain types of network connections. Your local network administrator should know whether or not this is the case.

8. How does a firewall affect my connection?

A firewall is used to block unwanted traffic from your network and/or computer. If you are on a university or corporate network, check with your Network Administrator to make sure that the local network’s firewall is configured to allow streaming media content to be viewed.

If you’re using retail software or hardware for your firewall, please refer to the documentation which was shipped with the product or visit the developer/vendors’ website for more information. Or contact their support team.

9. What if I need to change browser or device after I begin to watching?

If you need to change your browser for any reason. Logout of the site from your current browser/PC first then login with your username and password on the new browser/PC.