I tried to access IN from work and it did exactly what it was doing at home, when I tried to access a video (Nebelhorn, in this case). It asks me to log out, then log in. However, when I follow those directions, nothing happens. No access to anything. Both my computers have windows XP, so it's not like I am using an ancient computer.
I am going to call their help desk tonight from home and see if they can make it work. Otherwise I expect them to give me a full refund.
Telephone support has been nonexistent so far. The website says the phone hours are noon to midnight, which is odd, but that's what it says. When you actually call, the recording says 9 to 5 Eastern time, but as of 10 AM Eastern time I was still getting that recording. I don't know whether the lines are busy and the wrong recording is being used or they really have no coverage. I'd be tempted to try email at this point if I hadn't (apparently) solved the problem.
Earlier, I had emailed them about the problem. First, I got the immediate email saying - we have received your email and someone will contact you. That someone did reply to the email but only directed me to their FAQ, which are not easy to see on their website. I tried the tech support link and it had directions for what to do if you have IE/Firefox/MAC, etc. I use Firefox but their instructions did not match what was on my screen.
In the meantime I am afraid that I may miss the deadline to cancel (I should have read the cancellation policy first, but I did not think I would want to cancel). IN has been just a nightmare. Why did they change what was working last few years? I am frustrated.
It's Saturday morning now. I am still experiencing the same problem. I cannot access the live feed nor the videos. It just asks me to log out then log in, then back to my account when I do that. It's a vicious circle. Once again, I called IN to get tech support, but their office is closed until Monday. Really? When the most important event is going on, there is no support? I have sent them an email to cancel my subscription and give me a full refund. If they refuse to refund my subscription, I am going to contact a consumer protection agency and raise h*ll. This is totally unacceptable. The problem is not with my computer (I have tried two different computers) or about me not having a certain player. When you look at this vicious circle of log out/log in, you just know that it has nothing to do with a player or link or video. I am furious. I will never deal with IN ever again.
I had the same issue that Vash01 and acraven had (stuck in that log out-log in loop). I assumed my subscription would renew (got multiple emails about it), but I just went back through 3 months of credit card statements, and sure enough - no renewal charge from IN. Just re-subscribed, and now I have access.
I haven't been on IN in a while, but now that we are in qualifying season in the US, I went on line. Forgive me if my complaint has been already been voiced.
My complaint about the new IN, is that it is too hard to find regionals results. While I want to see what is going on at Skate America, there are other events going on. I'm not too sure about the addition of speed skating. I'm not against it, and probably would be for it, if using IN was easier.
If IN is going to be the international pipeline of ice sports, fine. Then, usfigureskating.org should be carrying the regional scores. Just my not-so humble opinion.
IN is hit or miss for me. It lets me view video and then it won't. I spent 20 minutes and missed most of the first flight of men last night. I finally restarted and my computer and tried again and finally was able to view the competition.
This morning it worked fine but when I tried to watch the interviews Tanith Belbin did, it started playing and then flashed the "not a subscriber" message. My intent today is to keep the window open and not shut it down until tonight!!
IN has a monopoly in the US and they have "tough cookies" attitude in my opinon.
It's interesting that the videos that are supposed to be geoblcoked aren't. In the past I always used an ip blocker to watch this event but this year I can play the videos without hiding my ip.
However I can barely watch the videos because my computer cannot play flash videos of such a high quality. I never had that problem with them in previous seasons. You used to be able to select a lower bit rate. My computer more than meets the requirements as outlined on their site but flash just will not work on my computer at all. I wish they would use silver light or quick time, or better yet something iPad compatible.
I had trouble when I clicked on the event before logging in. Then I logged in first when I opened the website and then I clicked on the event. Then it worked no problem.
Here are a couple of suggestions that those of you still experiencing problems might not yet have tried for viewing videos. Once you have problems, first try logging out and then back in, just like they suggest.
BUT, if that doesn't worki, log out of IN.
CLEAR your WEB CONTENT CACHE and your OFFLINE WEB CONTENT CACHE. For Firefox, find the Preferences menu option (in Windows go to Tools; macs it is under Firefoox), click on Advanced on the top and then Network underneath. Under CACHED WEB CONTENT, click the "CLEAR NOW" button. Then do the same under OFFLINE WEB CONTENT where you see the line "Your application cache is currently using <some number> bytes of disk space." Once you've pushed both those buttons, the values should say that you have 0 (zero). Please push each button once, even if the system indicates 0 to begin with (sometimes systems "lie"). You don't have to necessarily close your browser, or reboot UNLESS this doesn't work the first time. But most of the time, this should help you out. (For those of you not using FireFox, you can find out how to accomplish these tasks by looking on the web, becase I dion't want to tell you incorrectly and I honestly don't know how to do this in either IE or Safari.)
Remember, take one step at a time, clear your caches, then try IN. If that doesn't work, clear everything again, close browser, reopen and try IN again. Reboot after clearing cache if just closing the browser didn't do the trick.
Many people, including moi, don't know about clearing the offline cache. But any time, settings are remainng in memory and you are experiencing an undesirable result, you've got to clear out those old, retained settings, before you have any hope of seeing things the way you WANT to see them.
Obviously, if the problem is with how IN has you set up, none of this will help. Sigh, I hope this doesn't happen to you, and everyone is now set up to be able to view what they are supposed to be able to view. If not, remember, when you call IN, ALWAYS ASK FOR AN ACCOUNT SPECIALIST!
I was absolutely amazed, because I did not have a bit of trouble watcing any of the sessions this weekend. I think I was just lucky.
Does anyone have an IN schedule of when they put up videos? I can't find the freeskate for ladies at Skate America. And I can't find any sort of timetable either.