• Q : I cannot see my movie, nothing happens (after 5 seconds)
• A: Make sure you are using a recent (9.0.115 and above) version of Flash Player. If needed install it

• Q : the movie pages do not display
• A: clear your browser cache and reload the pages.

• Q : the screen saver comes up automatically while I am watching a movie. What should I do ?
• A: the best thing is to disable your computer’s screen saver. Right click on the Desktop, properties then select none on the screen saver tab

• Q : can I change the settings for the movie images ?
• A: on a computer screen the image may seem too dark. If necessary, change the brightness and contrast settings of your computer screen

• Q : the video image seems pixelised on my laptop screen
• A: liquid crystal displays on laptop screens accentuate defaults in video compression. If possible connect your laptop to your TV

• Q : I connected the TV connection from my graphics card to my TV but the movie does not display
• A: consult the graphics card manual.

• Q : the movie is jumpy and lacks fluidity
• A: close other applications that use resources (processor and bandwidth) and check the speed and quality of your internet connection. In particular close all open video players (Quick Time, Windows Media Player etc…). If several tabs are open in your browser close them and keep only video-x.com open. If you are using a laptop make sure you are using mains power supply. Check out the Tricks. section.

• Q : what should I do if I still encounter technical problems ?
• A: contact our customer service by clicking HERE. You will get an answer as soon as possible.

Configuration problems

• Q : How can I know if I can access movies using my PC ?
• A: please consult frequently asked questions on configuration

• Q : can I access films from a PC running Windows NT or Windows 95 ?
• A: probably not as we have not completely tested these operating systems

• Q : what version of Windows do I need to have; ?
• A: we support the following versions : Windows XP (all editions) as well as Windows Vista except for the download area

• Q : which software do I need to stream movies?
• A: you need Flash Player version 9.0.115 or later

• Q : can I access movies through a firewall ?
• A: yes, you just have to connect using your Internet browser www.video-x.com

• Q : Do I need a plugin to watch a movie ?
• A: you do not need a plugin to stream movies. However for downloaded movies you will need to install the Envivio TV plugin. Just click here to download the latest version of the EnvivioTV plugin. When the download is complete, open the file you just downloaded to install the plugin automatically

• Q : the « secure payment » page does not display, what can I do ?
• A: sometimes you just have to wait for 2 or 3 minutes for the secure payment module page to appear. This can also be the result of too much trafic on the site at this time, the site is then blocked. All you have to do is to try again later when things are less busy

• Q : I entered my bank details but I get a message saying « the information you entered is incorrect » what can I do ?
• A: the following credit cards are accepted : Carte Bleue, Visa, Eurocard, Master Card. This message appears if your credit card has the wrong format or if your bank details are not correctly entered : - 16 character Card n° - expiry date in mmaa format, - security code n° which are the last three digits of the 7 digit number on the back of your card

• Q : I chose a film to download, paid for it, and clicked on download but I still can’t see the film. Why ?
• A: first make sure the dowload is complete. That can take several minutes or even tens of minutes depending on your Internet connection. You have to wait for the whole film to download to your computer before you can watch it. Then you can only use Windows Media Player to watch your movie

• Q : I downloaded a program but I can’t find it on my PC ?
• A: firstly did you click on « SAVE » when you downloaded your movie ? The default downloaded program name is « mXXX.mp4 » where XXX is the movie n°. To run a search on your computer click on the « Start » tab of your computer and then on « search ». Then click on the « all files and folders » link and type «m*.mp4 » in the search box. If you have already downloaded the program it should appear in the search results.

• Q : I encountered a problem while downloading a movie, how can I start downloading again ?
• A: to download a movie again you must have rented it in the first place as a video-x.com registered user. If this is the case then all you need to do is to connect to video-x.com and go to the « history » section.

• Q : I encountered a problem when downloading the rights for my movie, how can I watch my movie ?
• A: you need to download your movie and watch it while you are connected to the Internet, your rights will be updated automatically. This procedure may take 10 to 20 seconds before the movie starts playing in Windows Media Player.

• Q : my license has expired and I can’t watch my movie any more, can I rent the movie again without having to download it ?
• A: absolutely, just proceed as you did before and rent your movie on the site. Your license is updated automatically once payment has been made. You do not have to run the last step because the movie has already been downloaded to your computer.

• Q : I started watching a movie I downloaded on one computer bu when I tried to continue watching it on another computer it did not work. Why ?
• A: when you watch a film, the 48 hour or 7 day license which you are granted is only valid on the computer you used to download the movie.