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You are experiencing connection problems

  • Are your access details correct ?

    First of all, check that your access details are correct (nickname and password).
    Take care with regard to typing errors / uppercase / lowercase, spaces, etc.

  • Does your browser accept cookies ?

    Check that your browser accepts cookies.
    To check on Internet Explorer :
    TOOLS / INTERNET OPTIONS / SECURITY / CUSTOM LEVEL :
    all options relating to cookies, controls, activeX and plug-ins must be set to "enable"

  • Check the security level of IE ?

    Check that on Internet Explorer the security level is set to "Low" :
    TOOLS / INTERNET OPTIONS / SECURITY / DEFAULT LEVEL : then highlight "Low"
    (you can return it to its original setting once you have finished surfing in the member zone).

You are experiencing a problem with the video service

You are encountering a problem viewing or downloading a film.

  • Is Flash Player software installed ?

    Please check that you have Adobe Flash Player software. If you do not, please follow this link : http://get.adobe.com/uk/flashplayer/

  • Does your browser accept cookies ?

    Check that your browser accepts cookies.
    To check on Internet Explorer :
    TOOLS / INTERNET OPTIONS / SECURITY / CUSTOM LEVEL :
    all options relating to cookies, controls, activeX and plug-ins must be set to "enable"

  • Check the security level of IE ?

    Check that on Internet Explorer the security level is set to "Low" :
    TOOLS / INTERNET OPTIONS / SECURITY / DEFAULT LEVEL : then highlight "Low"
    (you can return it to its original setting once you have finished surfing in the member zone).

    N.B. : you must disable your Pop Up blocker, which stops new windows being opened or disable your unwanted windows blocker :

    You can also manage the security parameters of your computer by going into the Start menu then control panel and security centre.

  • Install the latest version of Windows media player

    Also check your version of Windows Media Player (see below)
    (Please note, it is not 'Real Player' that you require !).

    Click the version of Windows Media Player that you require and select "open" :

You are experiencing a problem with the Live service

  • Is Flash Player software installed ?

    Please check that you have Adobe Flash Player software. If you do not, please follow this link : http://get.adobe.com/uk/flashplayer/

  • Are you unable to access Live ?

    If you are unable to access Live, please change your Internet browser. If you are using Internet Explorer, please change to Firefox ...

  • Security problem ?

    Please check your antivirus and firewall to ensure that the security level is low.
    Please check that the pop-up blocker is disabled.

  • Does your browser block pop-up windows ?

    To check the pop-up blocker in Internet Explorer, go to "tools" then remove the tick from the "block pop-ups" box.
    To check the pop-up blocker in Mozilla, go to "tools" then "options" and "content", then remove the tick from the "block the pop-up windows" box.

You are experiencing a problem with the Photos service

You are experiencing a problem viewing the photos.

  • Is Flash Player software installed ?

    Please check that you have Adobe Flash Player software. If you do not, please follow this link : http://get.adobe.com/uk/flashplayer/

  • Does your browser accept cookies ?

    For Internet Explorer, go to "Internet options" then open the "Advanced" tab.
    Access the "Multimedia" section in the list and then check that "display images" is activated.
    If it is not, tick the box and complete the operation by clicking "Apply".

    For Firefox, go to "Tools", "Options", "Content" tab, and tick "upload images".

You are experiencing a problem with the Choc et Fun television channel service

  • The picture quality is poor

    The problem may be due to the QuickTime configuration.
    Carry out the following adjustments :
    - Click on "Start" "Parameters" "Control Panel"
    - Open the QuickTime icon (blue icon)
    - In Advanced, tick the "Safe mode (GDI only)" box.

    Close all windows and restart the software.
    If the problem persists update the sound card driver.

  • The sound quality is poor

    The problem may be due to the QuickTime configuration.
    Carry out the following adjustments :
    - Click on "Start" "Parameters" "Control Panel"
    - Open the QuickTime icon (blue icon).
    In the "audio" tab, tick "WaveOut".
    In the "Frequencies" zone, enter "11025".

    Close all windows and restart the software.
    If the problem persists update the sound card driver.

    To replace an existing version of QuickTime
    - Click on "Start" "Parameters" "Control Panel".
    - Open the icon "Add/delete programmes".
    - Select "QuickTime" from the list then click "Add/delete".
    - Select the "uninstall everything" option.
    - Then install QuickTime from the software's CD-Rom or download the latest QuickTime update from the website http://www.quicktime.com.

You are experiencing a problem with the X television channel service

If you are unable to watch a TV channel properly due to a poor quality picture or because you have a picture but no sound, please check first of all the version of your Windows Media Player.
Please update your player at the following address :

You can also download the K-lite codec pack.

After carrying out these checks, your problem should have been resolved.

You are experiencing problems specific to Mac

  • Are your experiencing playback problems in the Videos and X TV zone ?

    If you encounter a reading error with your Mac in the X TV and Videos area, please check your parameters and update Windows Media Player using the following link :

  • Are you experiencing playback problems in the Choc et Fun TV zone ?

    If you encounter a reading error on the TV Shock and Fun zone, please go to www.logicielmac.com in order to download the QuickTime and Perian software.
    Then go to the Adobe site in order to download Adobe Flash Player using the following link : http://get.adobe.com/uk/flashplayer/.

If you are unable to resolve your problem despite following the instructions contained in this information please telephone us on 09.70.24.04.53 or via instant messenger on the login-x site.