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Q. Why can I not see the SpinCam 360 degree tour?
A. It's probably because the Java Applet is not showing in your browser. This may be because you are using a browser older than version 3. To improve your browsing experience please upgrade to the latest Internet Explorer or Netscape browser version.
If you are using Mac Internet Explorer you may get an error message explaining that you need MRJ 2.1 or greater. Download MRJ 2.2.2 and follow the installation instructions. This will make Java Applets work using Internet Explorer on the Macintosh. If you are using a mobile you should be aware that this file is over 11 megabytes and may take some time to download.
Q. How do I unsubscribe from the email news updates and the newsletter?
A. You should find instructions at the bottom of the newsletter which you can click to unsubscribe. To stop receiving the email news updates please email teenbigbrother@channel4.com with the
subject "unsubscribe".
Q. What software do I need to watch video?
A. To watch video you need a piece of software called RealOne Player. This allows Teen Big Brother to send video directly so you can watch it on your computer. Most computers have this software already but if you do not you will need to download and install it. Download the RealOne Player from the Real Player website (www.real.com). You will be asked to register some personal details and technical information about your computer. You will only ever have to go through the process once. The player is free to download.
Q. How long will it take to download RealOne Player?
A. It depends on the speed of your connection to the Internet. If you are connecting through a standard modem on your home computer it should take about half an hour.
Q. What can I do to improve the video image during playback?
A. Set your monitor to 16-bit (thousands) or 24-bit (millions) colour. Update the video drivers on your computer. Contact your computer or video card manufacturer for driver updates. While running RealOne Player, close down all other programs that you are not using. Do not use the "Zoom" button on lower-bandwidth clips.
Q. What can I do if the audio is distorted?
A. If audio sounds like it is being played too fast or slow, or if it sounds scratchy or distorted, change the RealOne Player performance settings:
Q. Why does RealOne Player say it is rebuffering? And why is the playback quality poor for the direct feeds?
A. This is due to the slowing down of your Internet connection. It can happen when using the Internet during peak hours and results in the stream hissing, crackling and skipping. RealOne Player automatically tries to correct this "rebuffering" by switching to a lower-bandwidth stream (Bandwidth refers to the volume of information that your computer can handle in a given time). When your Internet connection improves, RealOne Player switches back to a higher-bandwidth stream. To minimise the effect of rebuffering, try playing the content when Internet traffic is not so busy, such as during business hours and at weekends.
Q. What if I'm not using a PC with Windows?
A. RealOne Player is currently available only for PCs with Windows. We are sorry, users with other operating systems will not be able to access Big Brother live video on the website at the moment.
Q. What are the System requirements to use the Real Player?
A. The system requirements for the latest version of the player can be found on the Real web site, http://www.real.com/realone/sysreqs.html?src=020510realhome_1
Q. None of the above information has helped me and RealOne Player is still causing me problems. What do I do?
A. Go to the RealOne Service and Support Pages at http://service.real.com/faq/R1EBB/index.html, which contains troubleshooting guides, release notes and suggestions for dealing with frequently encountered difficulties. To contact Real support, go to http://forms.real.com/service/contact/ or call 0870 240 2486
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