FAQS + FEEDBACK
General Chivas TV Information

Q: Having trouble?
A: For answers to questions not found in the FAQ documentation, contact us at soporte@chivastv.com.mx

DESKTOP

Q: What do I need to watch video on Chivas TV.
A: In order to watch any video on Chivas TV, you must install the latest version of Adobe® Flash® (supports v10 and above). Adobe® Flash® will provide you with the best Chivas TV viewing experience including HD quality video.

Q: What devices work with Chivas TV?
A: Chivas TV is available on iOS and Android devices. More devices may be added at a later time.

Q: What is required for access to view "Live Streaming" video content?
A: You can access live streams of Chivas local games via a Chivas TV subscription.

Q: What are the minimum web browser and/or hardware requirements for viewing video on Chivas TV.
A: Minimum Browser Compatibility:

• Internet Explorer 8 (32 or 64-bit) and up
• Firefox 3.6
• Safari 5
• Chrome 16

Internet Requirement:
• Broadband connection with 500+ Kbps

PC Specific Requirements:
• Platform: Windows XP (32 or 64-bit)/Windows 7 (32 or 64-bit)
• Processor: 500MHz or faster
• RAM: 128MB or more
• Video Card: at least 64MB of video memory
• Sound Card: at least 16-bit

Mac Specific Requirements:
• Platform: Snow Leopard or Lion
• Processor: 1.83MHz Intel Core Duo or faster
• RAM: 128MB or more
• Video Card: at least 64MB of video memory
• Sound Card: at least 16-bit

Q: Is video on Chivas TV available in HD?
A: Yes, this online content is available in HD.

Q: Where can I watch video on Chivas TV around the world?
A: On Demand content is available in select countries worldwide. To inquire about availability in a specific country/territory, please contact soporte@chivastv.com.mx

Q: Is it possible to watch the video in full screen?
A: Yes, you can click on the 'full screen' button that is located on the lower right corner of the video player control bar.

Q: What do I do when the video doesn't start, and is showing a spinner or black screen, or an error message.
A: Try the following steps:

1 Refresh your browser.

2 Upgrade your browser (Older browsers might not be offering you the premium in speed and security to view this content).

3 If you would like the best viewing experience, we recommend that you upgrade to the most recent version of your browser. You can select from the following supported browsers:


4 Update Flash. Our video content is streamed through Adobe® Flash® player.

5 Before installing Adobe® Flash®, you will need to first uninstall any older versions you currently have running on your computer. To do so, download Adobe's official uninstaller (Make sure to select your correct operating system, and then "Uninstall Flash.")

6 Now that you've uninstalled the older version of Adobe® Flash®, follow Adobe's instructions for reinstalling the most recent version. The download option is on the right-hand side of the page.

7 Once you have downloaded the file, please exit your browser first, and then install the upgraded version of Adobe® Flash® to your computer.

8 Finally, open your browser again and return to the video you wish to view. You should now be able to successfully watch videos.

Q: The video stops playing completely.
A: Try the following steps:

• Refresh your browser.
• Clear your browser's cache and cookies. If the browser you're using or a page you're viewing is displaying problems, try to clear the browser's cache. If that doesn't fix the problem, try to clear the browser's cookies.

Q: I cannot hear any audio.
A: Try the following steps:

1. Refresh your browser.

2. If refreshing didn't help, try the following:
2a.Adjust the volume control on your computer and speakers.
2b.Adjust the volume control located in the lower left corner of the Player.
2c. Restart your internet browser (Internet Explorer, Firefox, Chrome, etc.)
2d.Ensure that the volume is turned up on other video players, such as Quicktime, Real Player, or Windows Media player, as this might affect the video player sound.

3.If you still have no sound when playing the video, you may want to try the steps below (in order):
3a.Install the latest version of Adobe® Flash® after removing any old versions you have installed.
3b.Allow third-party Adobe® Flash® content on your computer.
3d.The Adobe® Flash® Player Settings Manager should display.
3e.Check the box labeled: "Allow third-party Adobe® Flash® content to store data on your computer."
3f.To ensure the check is accepted please click one of the tabs at the top of that box and then click back to the (Global Storage Settings Panel). The box should still be checked.
3g. Once this is completed, close all of the browser windows and try re-playing the Live Event.
3h.Check your Antivirus and Firewall software to see if you're blocking third party Adobe® Flash® content.

Q: My video is choppy or it keeps buffering.
A: Try the following steps:
1. Refresh your browser.

2. Quit your browser application entirely (Ctrl+Q in Microsoft Windows or Command+Q in Mac OS), quit all other unnecessary applications running on your computer, then restart your browser. Avoid using multiple tabs.

3. If using wireless internet (WiFi), connect directly to your modem or router with an Ethernet cable.

Q: What is Adobe® Flash®?
A: Adobe® Flash® Player is a cross-platform, browser plug-in that provides uncompromised viewing of applications, content, and videos across browsers and operating systems, such as the content you will view on NASCAR Chivas TV. You can learn more about Adobe® Flash® at www.adobe.com/products/flashplayer.html



Q: I have an older version of Flash installed on my machine. Do I need to upgrade?
A: Yes. The Chivas TV video player uses new features only available in Adobe® Flash® Player 18 Adobe® Flash® is a small download and installs quickly. Adobe® Flash® Player 18 is backwards compatible with previous versions of the Flash player.

Q: Will I have to restart my browser after installing Adobe® Flash®?
A: Some users will be prompted to restart their browsers if they are upgrading from a previous version of Adobe® Flash®. In most cases, users will not have to restart their web browsers after installing Adobe® Flash® Player 18.

Q: How do I uninstall Adobe® Flash®?
A: See the Adobe® Flash® support page by clicking here

Q: I have run the Adobe® Flash® installation program several times but the website is asking me to install again; what do I do?
A: Some users will not be able to upgrade Adobe® Flash® due to their OS settings. If you are seeing this issue then you should follow these steps:

1. Uninstall Adobe® Flash® as described by this Adobe® Flash® support page:

2. Restart your computer

3a. Click on the video

4. When prompted, install Adobe® Flash® again

5. When installation is complete, restart your browser

6. Return to http://www.chivastv.mx

Q: I am experiencing issues playing video, does it matter that I have blocked 3rd party cookies?
A: Yes, you will need to unblock 3rd party cookies, in order to view video. In current versions of Firefox, for instance, follow these steps:

1. In the Firefox menu bar, go to Tools > Options

2. In the Options screen, select Privacy.

3. Make sure that both "Accept cookies from sites" and "Accept third-party cookies" are checked.

4. In the "Keep until:" dropdown, select either "they expire" or "I close Firefox"

5. Click OK to close the Options screen.
6. Force-reload the page by doing Shift-Reload (Hold down the Shift key on the keyboard, while clicking the Reload button in the browser's button bar.)

7. The videos should now play successfully

Q: I get a "Video not loading" error that doesn't go away, what do I do?
A: Try the following Steps:

1. Check your 3rd party cookies. You need them enabled (in Firefox, Chrome and Safari you set it directly, in IE you need to set a privacy level of "Medium High" or lower)
2. Check to see if you have an anti-virus, anti-malware or other proxy software (such as Net Nanny) running on your machine or corporate/campus network that may be blocking (or impacting) access to the streams.

MOBILE/TABLET

Q: Can I watch Chivas TV video content on my mobile device?
A: You can watch live games and On Demand video within our Chivas TV app for tablet and mobile devices. Available for download in the App Store and Google Play in select territories.

Q: Will there be a cost to download Chivas TV app?
A: No, Chivas TV app is a free download. A subscription is required to view the content.

Q: What will be the minimum and optimal operating system requirements for using the Chivas TV app?
A: Chivas TV will support iPhone, iPod Touch, and iPad devices running on iOS 5.0 and above, and select Android handheld and tablet devices running on an operating system of 2.2 and above. To ensure the best user experience, make sure that your device has the most recent operating system.

Q: In Chivas TV, the video on my device keeps buffering or is of poor quality. How can I fix this?
A: Watching video is available via a 3G or 4G connection, but to experience the highest quality of video, connect to a WiFi signal. You can also improve your video quality by making sure you have installed the latest operating system onto your device.

Q: When I load Chivas TV, an error message displays saying I do not have a data connection. What does this mean?
A: If you are receiving an error message stating there is no data connection, make sure you are connected to a 3G, 4G or WiFi network. You can check the status of your connection in the Settings section of your device. Note: If your device is in "Airplane Mode", you will not have a data connection and will need to turn the setting off. Video will work with 3G or 4G connection, however, to experience best video quality connect to WIFI network when available.

Q: How can I turn off push notifications on my Android device?
A: Android devices require system level disablement of notifications. To disable notifications on your device
· Launch the Settings of the device
• Within Settings window, tap "Sound and Notification"
• Then scroll down and tap "Application Notifications"
• Scroll through the list of apps and tap the NASCAR Track Pass App
• Tap to turn the "Block" feature on. This will block all notifications from this app.
Second mode to disable push notifications via Application Manager:
• Within Settings window, tap "Applications"
• Tap "Application Manager." On some Android devices, this might just be called "Apps"
• Scroll through the list of apps and tap the Chivas TV app
• Uncheck the "Show Notifications" button

Q. How do I change my alerts?
A: Alerts for events can be managed on the video player, by tapping the video player, to opt in our out of an alert category. Alerts can also be managed on the schedule page, by navigating to an upcoming event and selecting an alert category in the pop up modal.
To globally manage notification preferences for the app, go to settings within the app. Open the menu, tap the cog wheel in the top right corner of the header, navigate to "manage alerts" and select the alert categories you wish to receive in order to customize your experience.

SUBSCRIPTION

Q: How do I purchase a subscription to Chivas TV?
A: To purchase a subscription to Chivas TV, please visit www.chivastv.mx and click BUY NOW. Your subscription gives you access across all supported platforms/devices.

Q: How much does Chivas TV cost?
A: The price is $111 MXN a month or $6.99 USD for outside of México

Q: What forms of payment do you accept for Chivas TV subscription purchases?
A: For MXN transactions, users can use credit/debit card or PayPal. If paying in USD users can only pay using PayPal.

Q: Does Chivas TV have a refund policy?
A: All request for refund will be reviewed on a case by case basis. Please contact soporte@chivastv.com.mx further information.

Q: When does my Chivas TV subscription end?
A: Chivas TV subscriptions automatically renew each month using the billing method on file as stated in the terms of service - unless you cancel. You pay for your subscription in advance of the covered subscription period.

Q: How do I cancel my subscription?
A: You may cancel your subscription to Chivas TV by contacting customer support at soporte@chivastv.com.mx or visit us at .www.chivastv.mx If you cancel your subscription, the cancellation will go into effect at the end of the current subscription period. Your package will remain active and you will continue to have access to watch Chivas TV content through the end of the subscription period. Your subscription will not be automatically renewed for the next subscription period/season.

Q: Does Chivas TV offer a free trial?
A: No.

Q: Does Chivas TV offer any discounts?
A: Chivas TV may offer discounted rates as the season and year progresses.

Q: How do I view or change my Chivas TV subscription?
A: Go to www.chivastv.mx and sign in using your email and password you used to create your account and then click on the MY ACCOUNT link at the top of the page.