FREQUENTLY ASKED QUESTIONS

Black Dog Hockey 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 purchasing and viewing content 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. Here are some of the most frequently asked questions regarding our online platform and services in general:

TOPICS

Purchasing Content

Login/Account Issues

Live Streaming Content

On-Demand Content

Additional Services



Purchasing Content


Q: What purchase options do I have for watching games?
A: You can purchase a 4-hour credit for $9.99 USD or a 30-day subscription pass for $29.99 USD.

Q: Is my purchase limited to particular team, league or event channel?
A: NEW for 2017-18 – We are happy to introduce “universal pay” across our platform. Unlike previous years where purchases were locked to a specific channel, all purchases now grant access to all content on our platform.

Q: I plan to watch an entire season's worth of games. Is there any way that I can I purchase a "season pass" for my team/league?
A: Unfortunately no, because our payment system has been set up to be universal (i.e., applying to all of our partners instead of individual ones) we would not be able to offer a “season” pass that would be consistent for everyone because not all partners’ seasons run concordantly. That said, you can pre-purchase multiple months at a time by making multiple payments in succession.

For example, if you make six 30-day payments using the same email address on the same date then the system will stack each payment, extending the end date of the subscription. In this instance, your six $29.99 payments (for a total of $179.94) would give you access to our entire platform (live and on-demand content from all partners) for 180 days.

Q: Does my purchase provide me with access to live content, on-demand content or both?
A: All purchases provide access to both live and on-demand content. This includes both 4-hour credits and 30-day subscription passes. As long as you have an active credit or subscription you can freely switch between live and on-demand content.

Q: Is there any way to test whether I will be able to view content on my preferred device before I make my purchase?
A: NEW for 2017-18 – On our new “Purchasing” page, below the purchase options is a “compatibility check” video player which should be streaming a sample live stream called “Tech Snap”. This HLS-based Clappr player is the main video player used for all of our live streams. If you can view the live stream on this page, you should have no problem viewing content on your current web browser/device combination. If you cannot view the live stream, you still may be able to view content using our alternate JWPlayer video player or you may need to try a different web browser/device combination. Please review our “Live Streaming Content” section for additional troubleshooting steps and contact our support staff prior to making your purchase for further assistance with this issue.

Q: Do I have to use a PayPal account to make my purchase?
A: No, the use of a PayPal account is optional. PayPal processes all live and on-demand streaming purchases; however, you can make your payment using a PayPal account, a prepaid gift card, a PayPal credit card, or a valid debit/credit card (VISA, AMEX, Mastercard or Discover).

Q: I entered my payment information on PayPal and have been redirected back to BDEHockey.com. I am unsure that my payment went through. How do I confirm this?
A: If your purchase was properly processed, you will instantaneously receive two emails: a “payment confirmation” from PayPal and a “purchase confirmation” from us (via the email account “bdevideoco@gmail.com”). The payment confirmation from PayPal will confirm your transaction details, including a transaction ID, amount paid and a receipt number. The purchase confirmation from us will provide first-time users with their username (email address) and password as well as links back to our site to start viewing content. Returning users will just receive the links back to our site.

Q: PayPal will not accept my preferred or alternative forms of payment. How can I purchase content?
A: If you have entered your payment information properly and are still rejected by PayPal, either you or your email address – and by proxy your PayPal account or debit/credit card – may have been blacklisted by PayPal. If you believe this has been done in error, you must contact PayPal directly. We have no control over payment processing nor do we have any access to any customer’s personal/payment information.

Login/Account Issues


Q: I did not receive my username and password via email and cannot log in.
A: Check your email account to ensure you received a payment confirmation from PayPal and a purchase confirmation from us (via the email account “bdevideoco@gmail.com”). If you did not receive an email from PayPal then your payment did not go through. If you received the payment confirmation from PayPal, but did not receive the purchase confirmation from us, please check your spam folder as the email message might have ended up there.

The purchase confirmation from us will provide first-time users with their username (email address) and password as well as links back to our site to start viewing content. Returning users will just receive the links back to our site.

Q: Where do I go to log in to my account?
A: There are two places where you can log into your account: 1) the “My Account” page or 2) the “Login” link on the Home page. The “My Account” page is used to check the status of your account while the “Login” link actually allows you view content.

Q: If I log in to my account will the time on my 4-hour credit start running?
A: If you only want to check the status of your account, use the “My Account” page. Logging in through the “My Account” page will NOT activate your 4-hour credit or 30-day subscription. The “My Account” page allows you to check how many 4-hour credits you have left, check when your 30-day subscription expires and confirm which videos you have in your Personal Video Vault.

If you use the “Login” link on the Home page, then your 4-hour credit will start running from the moment you log in and will run continuously for 4 hours until it expires.

Q: I am unsure when my 30-day subscription expires. How can I check my subscription expiration date?
A: Log in to your account using the “My Account” page. The “My Account” page allows you to check how many 4-hour credits you have left, check when your 30-day subscription expires and confirm which videos you have in your Personal Video Vault.

Q: I forgot my password. How do I retrieve it?
A: Go to the Forgot Password page. This page can also be reached on the My Account page or the “Universal Player” page by clicking the “Forgot Password” button. Once on the page, enter your email address and click the “Reset My Password” button. You will be sent an email that contains your current password. Please reset your password once and wait for the email from us. Initiating multiple password resets in a short period of time will only further complicate the issue. If you do not receive the email with your password from us within a few minutes please contact our support staff for further assistance with this issue.

Q: I set up my account and have received my temporary password. How do I change the password to something else?
A: Go to the Change Password page. This page can also be reached on the My Account page or the “Universal Player” page by clicking the “Change Password” button. Once on the page, enter your email address, your current password and then the new password that you would like to use. Enter your new password a second time and then click “Submit”. This will confirm the change of your password.

Q: I'm getting an error message that says "ACCOUNT DOES NOT EXIST" while trying to log in.
A: You may be using an incorrect email address as your username or might have misspelled your email address when making your purchase on PayPal. Please double check the purchase confirmation sent to you by us. If you still cannot log in to your account, please contact our support staff for further assistance with this issue.

Q: I'm getting an error messages that say "LOGIN ERROR" or "SECOND USER DETECTED" while trying to log in. What do these errors mean?
A: The “LOGIN ERROR” means that your email address and/or password are incorrect. Please try re-entering your email address and/or password or use the “Forgot Password” button to reset your password. An email will be sent to you from “bdevideoco@gmail.com” with your new credentials.

The “SECOND USER DETECTED” error means that a) your account is being used by a second person and/or might have been compromised, b) you forgot to log out of your account after your last viewing session, c) you logged in on one web browser and tried logging in on a second web browser or d) you logged in on one device and tried switching devices without logging out of the first device. Each account can only be logged in on one browser on one device at a time.

If you believe your account has been compromised, please use the “Forgot Password” button to reset your password. If you continue to receive this error, please contact our support staff for further assistance with this issue.

For all other issues related to this error, please click the "Click here to sign in and continue watching" link at the bottom of the error box. This will clear your account’s previous session and refresh the page. Enter your credentials a second time and you should be able to log into your account. If you continue to receive this error, please contact our support staff for further assistance with this issue.

Live Streaming Content


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 main video player. Our main video player for live streams is an HLS-based Clappr Player which is compatible with most devices and most major web browsers, including Google Chrome, Edge, Firefox and Safari. Please note that Internet Explorer has been deprecated by Microsoft and is NOT supported with this video player. We recommend using Google Chrome on PC's, Mac's and iOS devices for the greatest viewing experience.

Android devices (including smartphones, tablets and smart TV's) may not be supported. If your device does not support our main video player, you can try our "alternate" JW Player by using the “alternate player” link located below the video player on the “universal player” page. Unfortunately, live digital video recorder (DVR) capabilities are not available on this video player.

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. If none of these troubleshooting steps resolve your issue, please contact our support staff for further assistance.

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 on-site broadcast team has not yet begun transmission of the live stream. Each live stream should be up and running between 15-30 minutes prior to the scheduled start time. If the game is already supposed to be running please check our “Notice Board” for the latest updates regarding issues, delays and cancellations of live streams.

Q: The live 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 live stream or you might be using the wrong web browser/device combination. In order to properly process our live streams you must have at least 2.0 Mbps of dedicated download speed on your network. Your overall network speed can be tested in 30 seconds at https://www.speedtest.net.

If you have sufficient download speed on your network, you might have an inconsistent connection. Private wired connections (e.g., your device is plugged into your router/modem via Ethernet cable) are much more stable than public wireless connections (e.g., your device is connected on a guest wireless network). If you must use a wireless network to view content, ensure that additional network traffic (e.g., viewing of videos through other streaming services like Netflix and YouTube, playing of video games online) is minimized.

If you have sufficient connectivity and are still experiencing issues 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 web browsers and/or devices.

Q: I was watching the live 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 the purchase confirmation you received by email and/or log into your account through the “My Account” page to see when you made your last purchase. It is most likely that your 4-hour credit or 30-day subscription has expired. Please note that your viewing time for 4-hour credits will start running from the moment you log in and will run continuously for 4 hours until it expires. In order to ensure that you have enough time to view your desired content, please wait to log in until roughly 15 minutes before the scheduled start time.

Q: Once I select a live stream to watch, can I switch to another live stream or switch to view on-demand content?
A: So long as you have an active credit or subscription, you can freely switch between any piece of live or on-demand content.

Q: While watching a live stream can I pause, fast-forward or rewind the video?
A: Yes! Our live streams feature 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.

Q: How far can I move back in time using DVR capabilities?
A: The “replay buffer” stored on our server varies by partner. In general, the preceding 2 hours of live broadcast will be available to review.

Q: I was unable to view a live stream at its scheduled start time. How late can I log in and still start the stream from the beginning using DVR capabilities?
A: In general, the preceding 2 hours of live broadcast will be available to review. If you log in later than 2 hours after a live stream’s scheduled start time and wish to watch the live stream from the beginning, we recommend waiting until the game has been posted on-demand. See the “On-Demand Content” section for details regarding on-demand posting protocols.

On-Demand Content


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 on the “universal player” page via 4-hour credit or 30-day subscription pass, 2) long-term digital streaming purchase in the Personal Video Vault (3 years of digital streaming viewing on our site with option to download digital file after 3-year moratorium), 3) physical DVD copy mailed within 3-4 weeks of purchase.

Q: Do you record every game for on-demand viewing and how long does it take for a game to be archived?
A: Nearly every game will be recorded and made available on-demand. We will make every effort to archive games as quickly as possible for on-demand viewing. On-Demand content will usually be posted at “stream quality” within an hour of completion and will be posted at “local quality” (full resolution which is often higher quality than the live stream) within 24-48 hours of completion. Limiting factors include: upload speed at each team's facility, time of game conclusion, availability of our staff and team staff, et al.

Q: What do the color-coded “Play” buttons denote?
A: NEW for 2017-18 – On-Demand Content will be listed in 1 of 3 states:

1) A Grey “Soon” button (default). This denotes an upcoming live stream or a live stream that has recently ended but the archived video is not yet available.
2) An Yellow “Play” button. This denotes an archived video is available to view at “stream quality” – the same quality at which it was live streamed. This quality of video is usually available within 30-60 minutes after each live stream’s conclusion.
3) A Green “Play” button. This denotes an archived video is available to view at “local” quality – full resolution which is often higher quality than the live stream. This quality of video may be available as soon as 2 hours after each live stream’s conclusion but is more likely available within 24-48 hours after each live stream’s conclusion.

Q: Can I pause, fast-forward or rewind on-demand content?
A: Yes, our on-demand video content features full 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 Hockey via its parent company 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.

Additional Services


Q: Do you offer edited highlight reels or material for junior/college scouts?
A: Yes, we offer 3 different types of post-production scouting services: Highlight Reels, Recruiting DVDs and Skills Assessments. Details and examples of each type of service can be found here: Scouting Reels.