Game playback keeps buffering and the action stops and starts. What can I do?
Video stuttering is the most common problem and is usually caused by last mile problems associated with your connection. These problems can have many different causes, some of which may not be obvious:

• Make sure that nobody else is using your internet connection for any type of downloads, including other video streams, while you are trying to view a game.
• Sometimes home-based wireless connections can cause problems. Penn Atlantic suggests you use a wired connection to your cable modem, DSL modem or Ethernet switch. If this gives you better results, it may help to see if there is a way to optimize video viewing via settings in your wireless hub (check the manufacturer's support area for more information).
• If you are using a slower computer with a small amount of memory (less than 256 Mb), you might see some stuttering.
• Make sure that your email program (Microsoft Outlook, for example) is not running while you are watching the game. Antivirus / antispam programs are notorious for taking over your computer and not allowing internet traffic through while scanning incoming mail. This can temporarily freeze video every time email comes in. Norton Antivirus is especially bad about this.
• Try using a product such as the "broadband optimizer" from Hawking Technology. These kinds of products ensure that your video traffic gets a higher priority over the internet than other traffic, such as email or web traffic, and can make a big difference.
• If you are using cable (and DSL in some areas), you actually "compete" for bandwidth with your neighbors; if it's a time of day when a lot of other people are using the internet, this can significantly slow down your connection. Real-time video traffic needs to be very consistent - even if you average 2000Kbps, your connection may slow down to very low speeds when other people in your household are loading web pages, receiving mail etc. Again, a "broadband optimizer" or settings in some internet routers can help this a lot.
• Contact your ISP and ask if there is anything they can do to help you out.
• If the problem is only with Penn Atlantic broadcasts, but not with other streamed internet video content (at the same time of day), please let us know next time you are viewing a game, while the game is in progress. There may be some debugging we can do to help figure out where the slowdown is coming from.

Why do I get Error C00D10B5 in Windows Media Player when I try to play a game?
Windows Media Player is set to play in "offline" mode. See the Microsoft Knowledge Base article on this for more information. <go to article>.

How do I register and pay for the games?
You need to create a login on the Penn Atlantic site. This will enable you to select the game you want to watch and also allows you to input your credit card information. Game prices vary by school and sport. Penn Atlantic does not store any credit card information on our site. Your credit card is not billed until 24 hours after a game. "Penn Atlantic" will be listed in the transaction description of your invoice.

The system won't accept my credit card. It keeps giving me a message about an AVS or address mismatch
Please verify your credit card billing address with your credit card provider. Our credit card service provider matches your billing address against their records, and if there is not a match it does not allow your transaction to be completed. It is very strict about the match criteria, and sometimes will refuse transactions even if other online merchants can accept the card.

I was given a coupon code to view a free game. How do I use it?
Purchase the game just like any other customer (you will need to sign up for a free user id and password if you do not have one.) At checkout time, on the Billing Information screen, enter the coupon code and press "Check Coupon". Your game will be discounted by the amount of the coupon. If the new charge for the game is zero, you will not be required to enter any credit card or billing information. Just hit "Proceed" and the game will be added to your list of Purchased Games.

I've bought a game, how do I view it?
Once you are logged in to PennAtlantic.com, go to the "My Games" link at the top of the page. In the "Purchased Games" area, a "View Game" link will appear approximately 15 minutes before the game begins.

Windows Media Player tells me it can't reach the site when I click on the "View Now" link.
There may be a problem with your installation of Windows Media Player. Try right clicking on the view game link, and clicking "Save Target As..." This will save a file with the name of "reflector_XXXXX.asx" (with a number in the XXXXX part). Save this file to your desktop. Right click on that file and choose "Open With...". Choose Windows Media player to open the file, and check the box that says "Always use the selected program to open the file." below the options. This should fix the issue in most cases. Also, if you are running Windows Media Player 9 or 10, try installing Windows Media Player 11 from Microsoft, which generally fixes the problem. Use the "View Sample Video" link at the bottom of the Quick Links at the left of this page to test whether this worked.

I get the message "Too Many IPs" when I try to view a game.
We limit the number of views from separate computers so that user ids and passwords cannot be distributed to individuals who have not purchased the games. If you think you are receiving this message in error, please contact us via the Support Request Form.

Can I view a live game after the game is over? Can I get a copy of the games after they are over from you?
Currently the games are live broadcast only, and therefore can only be viewed while the games are actually in progress. We do not provide off line copies of games at this time.

Why isn't the game I want to view available in the schedule?
Penn Atlantic provides access to all the home games for all the conferences that are available within the Penn Atlantic network. If a game is not available, this may be for technical reasons or because if the game is far in the future, it has not yet been added to the schedule.

I am an AOL user and I can't log in.
Some users of the America Online® Service have reported problems logging in to the Penn Atlantic site, registering for games, and viewing games after purchase.

If you are an AOL® Service user, and having difficulty using our website, this is because security settings for the AOL browser software and its built in firewall prevent access to many internet sites.

We have found that the simplest solution to the problems our users are experiencing is to use the external Microsoft Internet Explorer browser rather than the built in AOL browser when using the PennAtlantic.com web site.

In order to do this, load AOL (using the internal browser or the connection screen), and after connecting click the Microsoft Internet Explorer icon from your start menu.

Also, make sure you are using the version 9 or later of Windows Media Player. (Note: A copy of Windows Media Player can be downloaded from Microsoft from this link).

I am an AOL user and I can't get your feed to start.
The AOL browser built in firewall can cause problems with the PennAtlantic game feeds. In order to view the feeds, while AOL is loaded, bring up an external Internet Explorer browser, log into http://www.pennatlantic.com/, and attempt to view your feed. Also, make sure you are using the version 9 or later of Windows Media Player. (Note: A copy of Windows Media Player can be downloaded from Microsoft from this link).

What games are available from your service and where are they available?
We are broadcasting Division I, II and III regular season games and tournament games, as well as NCAA championship games. Check our schedule page for available games at pennatlantic.com, wac.tv and ne-10.tv.

Can I access your games from outside the United States?
The games are available throughout the world. We use our partner Akamai for the live broadcast delivery world-wide.

Are the games I see on your service the same as the ones I see on TV?
Some of the games we deliver over broadband are available on TV. Our systems take video and audio feeds from cameras at a school's sports venues. In some cases, a local television station or cable operator is broadcasting a game, and Penn Atlantic is allowed to use their feed. In other situations, we may broadcast a game produced by an on-campus student television station or even use the video feed from team cameras. Audio for our broadcasts may come from the local television production or we may synchronize radio or in-venue play-by-play from a live radio broadcast with our video. At some smaller venues a crowd microphone is used if there is no play-by-play available.

Why does your system tell me that a game is "blacked out?"
Some of the agreements we have with schools and conferences require us to limit access to our video from specific geographic regions. This depends completely on the individual schools, but for the most part you can view most of the games. You will not be allowed to enter your credit card information if a game is blacked out for your region.

What are the minimum system requirements for watching your games?
You must have a DSL or cable modem connection to the internet to watch our broadcasts. You must have at least a 600 Kbps (kilobytes per second) of download bandwidth. Most cable services provide this minimal bandwidth. Some DSL services do not. You need to check your service performance with your local Internet Service Provider. Your bandwidth can be determined with our bandwidth checker, which we require you to run before registration. A Pentium III computer is required with at least a 700 megahertz processor running Windows XP and 256 Mb of memory. We cannot guarantee delivery on computers running Windows 95, 98 or ME. XP by default has Windows Media 9 or 10 installed. You don't need to install any additional software. If you are using an Apple Macintosh you need to download the Windows Media Player for Apple Computers and install it.

My email address has changed. How can I update it in your system?
Log in to Penn Atlantic, and then go to the Edit Account Details page and change your email address there. Click here to request that we send you a new password.

I forgot my password. What should I do?
Click here to request that we send you a new password.

I requested a new password, but I haven't received it. Why not?
There are several reasons you may not receive the automatically generated email with your new password:

• Your email client or your ISP identified the email as spam. Check your Junk Email or Spam folder, or add pennatlantic.com to your list of white-listed or permitted domains and try again.
• Your ISP requires anyone who wants you to send you email to fill out a form before your ISP forwards the message to you. Earthlink is one of these ISPs. If you are an Earthlink user, you cannot receive such automatically generated email from Penn Atlantic or anyone else because we cannot automatically fill out the form. If this is your problem, just email us at to reset your password.
• You signed up with an invalid, fake or old email account that you don't have access to. If this is the case, we have sent the message to the email address associated with your account, but you cannot retrieve it. Request a new password via email at .
• When you requested a new password, you typed in the wrong email address or entered an address different from the one you signed up with. If this is the case, we couldn't match the email address to your account. Try again, or email us at .

You are always welcome to send email to or fill out the Support Request Form for assistance resetting your password.

It looks like you billed me more than once for the game I bought. What's up with that?
Many credit card companies' online reports show all charge authorization attempts, including declined charge attempts. Oftentimes, you will see declined, voided, or not-yet-cleared transactions appear on your online statement, and they may not look very different from successfully cleared transactions.

Please be careful to differentiate between submit dates and settlement dates when you read your credit card statement online. These dates may not always be the same. Submit dates will normally be the date you purchased and viewed the game; settlement dates can occur after the submit date. The submit date is only the date Penn Atlantic requests authorization for the charge. You do not actually owe this amount to your credit card company until the charge is settled.

Before contacting Penn Atlantic about a duplicate charge, please review your order history carefully and contact your bank to verify that you are seeing duplicate cleared charges.

Where can I see the details of my Penn Atlantic transactions?
You can view your order and transaction history on your Order History Report.

When are the games available?
Some games can be purchased in advance, which is recommended. If the games are canceled for any reason, you will not be billed. The broadcast in general begins from 10-15 minutes before the actual game start time. If you get an error message from Windows Media Player, you should try clicking on the game link in a few minutes. If your Windows Media Player connects, and you see a blue screen, this means the cameras may not be hooked up just yet. Please wait for a few minutes, the game will appear soon. The blue screen means you have a connection, but cameras are not yet turned on.

What are "last mile" problems?
Most issues regarding live broadcast delivery are caused by last mile problems. This is the last mile of connectivity from your ISP to your home connection. These can range from variations with your Internet Service Provider's internet speeds to specific problems in your home computer environment. This is not something that Penn Atlantic has any control over.

I can see your video, but there's no sound.
Make sure your speakers are on and the volume is turned up, and that there are no other streaming applications running at the same time that might be controlling your audio.

I am having trouble connecting, or I connect ok but I cannot see the video.
In Windows Media Player, find the Tools menu. Under "options", choose the "Performance" and verify that "Connection Speed" is set to "Detect Connection Speed". (In Media Player 10 or 11, this can be found by right clicking on the lower left part of the media player).

Can I watch games over my dial-up internet connection?
No, our games are broadcast at a data rate of between 500,000 and 750,000 "bits" per second, or 500-750Kbps. These higher bandwidth requirements are not available on dial-up services, and require DSL, Cable, or similar speeds. Even 256K DSL is not fast enough to view Penn Atlantic video streams.

Can I watch a game on my Macintosh?
Yes, if you install the Windows Media Player 9 for Mac OS X which is available on the Microsoft website. Some viewers find that the Windows Media Components for Quicktime (Macintosh) work better, and this free download is also worth trying if you are having problems connecting.

Can I watch the game on my TV?
Yes, one technique you might want to try, if your computer has an S-VIDEO output jack and your television set has an S-VIDEO input, is to get an S-VIDEO cable and connect the two of them. Set the Windows Media Player to full-screen and the video you see on your television set will usually be better-looking than the video on your computer screen. There are a number of third party products available that allow you to wirelessly "beam" your game from you computer to your TV set, so that you can view the game in your TV room, instead of in front of your computer. Please click on this link for more information: http://grandtec.com/prod01.htm.

Who is Penn Atlantic?
Penn Atlantic is a South Carolina based company that provides live video broadcasts over broadband of Division I, II and III collegiate athletic events including basketball, football and volleyball. The games are delivered to your computer by using the Microsoft product Windows Media Player.