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O-Zone Support
This page lists the most common solutions to support questions about the O-Zone and watching our content online.

Please review the information provided below.  If you are unable to resolve your issue, you may contact us for further assistance.

General questions about our service are answered in the FAQ.

NOTE: Many problems can be solved my making sure you have installed/updated the SOFTWARE REQUIRED FOR O-ZONE.

SOLUTIONS FOR LOGIN ISSUES
SOLUTIONS FOR ACCOUNT ISSUES
COMMON TECHNICAL SOLUTIONS


SOLUTIONS FOR LOGIN ISSUES

How do I access the O-Zone video content??
We have outlined two methods of viewing our online content below, one for LIVE EVENTS and one for ON-DEMAND video/audio archives.

ACCESSING LIVE CONTENT

  1. Log-in from our home page (www.goducks.com) using the e-mail address and password boxes, found on the middle-right side of the page.
  2. Now that you've logged-in, you are brought to the O-Zone home page, you can access our list of live events in one of two ways, either select "Live Events" from within the whiate menu that appears immediately below our main green navigation bar, or use the green navigation bar to go to
    "Multimedia -> O-Zone Live Events"

ACCESSING ON-DEMAND CONTENT

  1. Log-in from our home page (www.goducks.com) using the e-mail address and password boxes, found on the middle-right side of the page.
  2. Now that you've logged-in, you are brought to the O-Zone home page, this page gives you access to our archived video and audio through the white menu that appears immediately below our main green navigation bar - the items you should review are - Audio Archives, By Sport, By Date, By Type.



How can I change my password?
From our home page, log into the site using the e-mail address and password boxes, found on the middle-right side of the page. Now that you have logged in, in the white navigation bar, go to "My Account -> Change Password".  You may also change your password from within the "Account Preferences" page or "Manage My Account" link.

I forgot my password - can you send it to me?
To get your password, enter your account id as you normally would when logging in. For the password field, enter a bogus password. The site will then ask if you have forgotten your password and ask if you would like to have it emailed to you.

I can't login anymore - why not?
Your account may have been deactivated due to too many failed login attempts or a credit card problem. Please use our contact form to let us know that you cannot log in and we'll track down the reason.

When I select an event from the media player, it promots me to login again but never accepts my login.
Please try to clear your Temporary Internet Files and Cookies. If you continue to have issues after clear your browsing history check for any security software such as McAfee, Norton, or Zone Alarm. Please also check for any toolbars such as Google or Yahoo.

Also, there may be a problem with the way your computer handles cookies. If you are using Internet Explorer, please click Tools and then Internet Options. When the Internet Options window opens, select the tab that says privacy and click Advanced. Then click the box next to where it says Automatic Cookie Handling so that a checkmark appears in it. Make sure that First and Third Party Cookies are radioed to Accept.

Some security software and toolbars can block Cookies that our site requires. Please try to disable the software. If you do not want to disable the software for security purposes then please check the configuration. For assistance with configuration please consult the software manufacturer.

Why do I have to login every time I try to watch a video?

You are trying to watch the videos without logging into the site. From our home page, log into the site using the e-mail address and password boxes, found on the middle-right side of the page. Now that you have logged in, you won't have to enter your login id and password every time you try to watch a video.
SOLUTIONS FOR ACCOUNT ISSUES

I am have problems signing-up for an account.
THIS CONTENT NEESD TO BE WRITTEN.

I can login, but it will not let me watch or listen to content.
There are two likely causes when you cannot access our premium content. Most often, this occurrs when you have a login, but your premium subscription has not been renewed or did not successfuly get purchased when you were signing up. Please follow the steps below to ensure that you O-Zone Subscription is active, and if not, these instructions tell you how to purchase/renew your package. If you confirm that you have an active package per the steps below, please make sure you have the required software to watch our streams.  

NOTE: FOR BEST RESULTS USE INTERNET EXPLORER 7 OR FIREFOX 3 as IE6 has been known to cause improper registration errors.

1) If your browser is open, close it and then reopen a new/fresh window and go to http://www.goducks.com

2) Login using your full e-mail address and password (boxes on right hand side, middle/low on the screen, and press the GO button

3) If you have successfully logged-in, you will see featured videos. Along the middle/right side of this page, find and click on the "Manage My Account" link (this will be below the O-Zone Graphic, same area where the log-in boxes were on our home page.)

4) First, verify or add your credit card information to the system by clicking on the "Manage Cards" button.  If you do not have a card registered, you must add one.  If your credit card has expired, update it or add a new one. Once you have the proper credit card information in our system, you can then proceed to add your package.

5) Hit your browser's BACK button until you return to the "Manage My Account" page (usually 2 or 3 back).

6) From your "Manage My Account" page, the "Manage Package" button will display any current packages you have signed up for.  If this is empty, or your packages have failed to renew due to bad credit card information, you must select "Add Package".

7) Choose your package here, and it will automatically be billed to your credit card.  Click the "+ Buy" button to select a package and then press the "Purchase Packages" button. Any promotions or discounts should properly be displayed on the final page.

If you continue to have problems signing-up for a package or getting your account working, please contact us.


Is there a way to upgrade my account?
At this time there is no simple way to upgrade your account. The best way is to cancel your current account and to purchase a new account.  To cancel your current account, see the paragraph below.  To purchase a new account, please follow the steps listed in the previous support answer, directly above this paragraph. If you have problems during this process, please contact us.


How can I cancel my account?
To cancel your subscription, please log-in to the O-Zone using your user name & password on the middle/right-hand side of the GoDucks.com homepage. Once you are logged in, click on the "Cancel Account" link, found under the "My Account" tab on the right-hand side of the O-Zone homepage (this will be in the same location where the login boxes were on the home page). "PLEASE NOTE: Membership/access priveliges are revoked immediately upon cancellation.  To ensure that you card is not automatically billed, please make sure your account is canceled 5 days prior to the renewal date.

I want a refund for an unused account
We do not give refunds for unused accounts. We do not monitor when/if O-Zone members log-in to use our serivce. All of our packages automatically renew and this is clearly stated in our registration pages.  It is your responsibility to manage your account and cancel if you do not wish to be billed for additional months/years.  You can cancel your account at any time using the instructions in the previous paragraph on this page.
COMMON TECHNICAL SOLUTIONS

There is no link to watch the live event.
The links to live content do not appear until the broadcast has begun.  Most likely, you loaded the even listing before the link was available.  Please go back to the listing of live events and if the link does not show, please make sure to refresh/reload the page. The links are shown in the "View/Listen Speed" column and will either day PLAY or show a speaker icon to click on.
View List of Live Events


My video is choppy - it starts and stops frequently.
Choppy video is usually caused by an internet connection periodically slowing down or by the computer getting used for multiple tasks simultaniously.  We recommend increasing your buffer time.  This will make the initial download slower, but should make the streaming video run more smoothly once it has started.  Instructions are provided below for both PCs and Macs.  You can also check your connection speed at http://speedtest.jumptv.com/, as you will need to have over 750k per second to view streaming video.

WINDOWS COMPUTERS

  1. Open the program Windows Media Player and press the ALT button on your keyboard.  You will then see a small options menu open.  Select “Tools,” and then go to “Options.”

  2. Once you are in “Options,” look for the “Performance” tab.  This is where you will find both the buffer length, and video acceleration.  Try setting the buffer length to 20 seconds.  You might also want to try adjusting the video acceleration to halfway, instead of full.

    Note: Please make sure that you are using the most recent versions or our required software.

APPLE COMPUTERS

  1. Go to system preferences, and open up QuickTime.
  2. Within the QuickTime options, you will need to access the heading titled “Streaming.”
  3. Under “Streaming,” you will see a scrolling bar that varies from “Instant On,” to “Short Delay.” This bar is the equivalent of buffer length for Mac users. Please set the bar to “Short Delay.”

    Note: Please make sure that you are using the most recent versions or our required software.

I only get a green screen when I try to watch video.
We recommend adjusting your video acceleration.  To find this option, open the program Windows Media Player and press the ALT button on your keyboard.  You will then see a small options menu open.  Select “Tools,” and then go to “Options.”

Once you are in “options,”  look for the “performance” tab.  This is where you will find the video acceleration.  Please set the video acceleration halfway and save the changes.  This should clear up the green screen you are seeing.

How can I watch full screen on my Mac?
In order to view in full screen on Macs, you must have QuickTime Version 7.2 or newer.  You can find version 7.2 available for free download at apple.com.  Even if you have version 7.2, you will need to change some preferences to access full screen.

To enable full screen mode, please access System Preferences.  If you are unfamiliar with how to find system preferences, run a search for system preferences by clicking on the search-glass icon in the upper right corner of their monitors, and then type in “System Preferences.”

Once the system preferences have been launched, you should see flip4mac at the bottom of the window, listed under the heading “Other.”  Once you select flip4mac, you should first go to the section “browser,” this is where you need to make adjustments.

First, make sure that flip4mac is selected as the WMV browser plug in.  This will be the first option within the browser section.  This will most likely already be selected. 

The next option will read “Always Show Movie Controller.”  Make sure this is selected.  There will also be an option that reads “Launch QuickTime Player,” this needs to be checked as well. This will enable more controls to be present when launching media.  When you select this option, an extra screen will pop up to play content outside of the Jump TV Sports media player.

You can look under “View” once you are watching content.  “View” is where you will find an option to watch content in full screen mode.  Or you can use the keyboard short cut by holding the apple button, and pressing “F.”

I get a blank or an error page when I try to watch an event.

Apparently there was a bad link or dropped connection.  Please close out of your browser and try to connect again.  You should log-in from our home page and then go to http://www.goducks.com/liveEvents/liveEvents.dbml to begin the live video feed.


Who do I contact with more technical questions about the O-Zone?

Further technical and customer support for the O-Zone can be obtained via email. Please submit your comments, problems or suggestions directly to us via our customer service Form.