Black Dog Enterprises strives to provide high levels of quality to our paid customers. We regularly review our technological assets, broadcast protocols and site infrastructure in an effort to make site navigation as well game/service purchasing and viewing as smooth and user-friendly as possible. We understand that even after reading our
Walkthrough documentation or interacting with our support staff that you may still have unanswered questions regarding our services. Here are some of the most frequently asked questions regarding our online platform and services in general:
TOPICS
Purchasing Content
Q: Do I have to use a PayPal account to make my purchase?
A: No, the use of a PayPal account is optional. We use PayPal to process all purchases, but purchases can be made using a PayPal account, a prepaid gift card, a PayPal credit card, or a valid debit/credit card (VISA, AMEX, Mastercard or Discover).
Q: Does my purchase provide me with access to live content, on-demand content or both?
A: New to our platform for Fall 2016, all purchases provide access to both live and on-demand content simultaneously. This includes individual game credits, packs of multiple game credits and subscription passes.
Q: For leagues with multiple games occurring simultaneously, does my purchase provide me with the ability to switch between games?
A: Yes, as long as your game credit or subscription is active you can freely switch between live games that are streaming simultaneously on the same channel.
Q: While watching a live game can I pause, fast-forward or rewind the live stream?
A:
NEW as of 2/23/17 - Yes! Our live streams now feature digital video recorder (DVR) capabilities. You can move forward and back at will while watching any live stream on our platform. Use the "Back to Live" button to jump back to live action.
Login/Account Issues
Q: I did not receive my username and password via email and cannot log in to watch my game.
A: Check your email account to ensure you received a payment confirmation from PayPal. If you did not receive an email from PayPal then your payment did not go through and you must re-submit payment. If you did receive an email from PayPal then your payment has been completed and processed. This triggers our administrative system to send you an email from "bdevideoco@gmail.com". Check your spam folder as the email message might have ended up there.
If this is your first purchase with us then you will receive an email that will include your username (email address) and a temporary password. If this is a subsequent purchase with us then you will just receive an email that includes confirmation of your purchase and will have to reference your original email for your temporary password (if you have not manually changed it since receiving it) or use the "Forgot Password" button on your viewing channel in order to retrieve your login information.
Q: I'm getting an error message that says "ACCOUNT DOES NOT EXIST" while trying to log in.
A: You might have made your purchase on the wrong channel on our network or are using the incorrect email address as your username. Your account will be created with the email address you used to make your purchase on PayPal, which will be confirmed by the email message sent to you from our administrative system via the email address "bdevideoco@gmail.com". Please contact our support staff for further assistance with this issue.
Q: I'm getting an error message that says "LOGIN ERROR" and "SECOND USER DETECTED" while trying to log in.
A: If there is a link that says "Click here to sign in and continue watching" please click that link and then sign in again. This error might have occurred because you logged in already on a different browser and didn't know it or you tried switching devices without logging out of the first browser. Each account can only be logged in on one browser on one device at a time.
Live Video Playback
Q: Are there any geographical limitations to viewing live content?
A: No, all content is available worldwide. There are no geographical content restrictions nor is the viewing process any different for international viewers.
Q: I logged into my account but I do not see a video player on my page.
A: Your web browser or device might not support playback from our video player. Our live streams utilize an HLS-based Clappr Player (some live streams offer an "alternate" HTML5-based JW Player), which is compatible with most devices and most major web browsers, including Google Chrome, Internet Explorer / Edge, Firefox and Safari. We recommend using Google Chrome on PC's, Mac's and iOS devices for the greatest chance of success. Android devices (including smartphones, tablets and smart TV's) may not be supported.
If a change of web browser or device does not work, then there may be an issue with your network configuration. Your network may have a firewall blocking incoming connections, which includes live video from our content delivery network. Switching to a device on a different network (e.g., using your device on a cell phone network instead of your home wireless network) might solve the problem.
Q: I logged into my account but my video player only displays a spinning wheel or "loading" icon.
A: It is most likely that the video stream is yet transmitting from the broadcast site. Each game video stream should start roughly 15 minutes prior to the scheduled start time. If the game is already supposed to be running try refreshing your browser or check our Twitter feed or contact our support staff for the latest updates on the status of the game.
Q: The video stream keeps stopping and starting, I keep getting kicked offline and/or my audio is out of sync with my video.
A: Your internet connection might not be sufficient to support the stream or you might be using the wrong web browser / device combination. If your connection is strong enough to support the video stream (ideally 2.0 Mbps of download speed, which you can test by using http://www.speedtest.net) and you have a supported device and web browser then you can try a few different things: 1) refresh your browser, 2) log out and log back into your account, 3) close your browser and open a fresh one, or 4) switch devices.
Q: I was watching the video stream without a problem for a certain period of time but then suddenly got kicked off and I am now being asked to pay again.
A: Check your email confirmation to see when you made your purchase. If you purchased a game credit (or pack of multiple credits) you might have logged in too early and your allotted viewing time might have expired. Your viewing time starts as soon as you log in so please wait to log in until roughly 15 minutes before the scheduled start time of each game to make sure your credit lasts for the entire game. Please contact our support staff for assistance with this issue.
On-Demand Viewing
Q: What options do I have for viewing games after the fact?
A: Customers have three options for viewing content after the fact: 1) limited access in the each channel's Video-On-Demand Vault via game credit(s) or subscription pass, 2) long-term digital streaming purchase in BDE's Personal Video Vault (3 years of digital streaming viewing on BDE website with option to download digital file after 3-year moratorium), 3) physical DVD copy mailed within 2-3 weeks of purchase.
Q: How long does it take for a game to be archived for on-demand viewing?
A: BDE will make every effort to archive games as quickly as possible for on-demand viewing. Games will be archived within forty-eight (48) hours of the conclusion of each broadcast, but most will be available for on-demand viewing within hours. Limiting factors include: upload speed at each team's facility, time of game conclusion, availability of BDE and team staff, et al.
Q: Can I pause, fast-forward and rewind on-demand content?
A: Yes, our on-demand video playback features full digital video recorder (DVR) capabilities.
Q: Can I download or edit any of the on-demand content I purchase for my personal use?
A: Yes, but with certain restrictions. Black Dog Enterprises retains full copyright for all commercial uses of their content. This includes, but is not limited to, DVD production/re-sale, digital on-demand streaming services and edited highlight/scouting reels. Raw digital footage is not available for public consumption. Customers may use excerpts from DVDs - along with their own personal footage or any other footage to which they have been granted similar rights - provided it is for their own personal, non-commercial use and proper credit (to "Black Dog Enterprises") is given. Copying, re-distribution and/or re-sale of DVDs (even for non-commercial purposes) is prohibited without the expressed written consent of Black Dog Enterprises.