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WHAT IS CNN NEWSPASS? If you want the video from the most trusted source in news, CNN NewsPass is just for you. From the front lines to the baselines and the White House to Wall Street, CNN's Web sites offer the most comprehensive and quality video on the Web, including all new 300k video. Now, for just $4.95 per month or $39.95 per year, get unlimited access to national and international news, interviews with top newsmakers, plus the occasional offbeat video clip from CNN; market reports and analysis with personal finance advice from CNN/Money; and sports news updates and one-on-one interviews with athletes, coaches and SI Insiders from CNN/Sports Illustrated.It's fast, clear and worth the cost of a latte for the most comprehensive suite of video. WHAT IS CNN ON RealOne?  To provide the most comprehensive and quality video on the Web, CNN has partnered with RealOne. The new service offers high quality 300k video as well as access to CNN's Quickcast, a fast-paced, constantly updated Web exclusive three-minute newscast, and CNN Uncut, an unedited look at the news as it was made by top newsmakers. RealOne offers video from other news, sports and business sources including ABC News, Fox Sports and the Wall Street Journal. Additionally, RealOne members have unlimited access to national and international news, interviews with top newsmakers, plus the occasional offbeat video clip from CNN; market reports and analysis with personal finance advice from CNN/Money; and sports news updates and one-on-one interviews with athletes, coaches and SI Insiders from CNN/Sports Illustrated, for just $9.95. For anyone that follows the news, RealOne is the most complete service anywhere.
WEB-BASED ACCOUNT MANAGEMENT: • How do I update my account? • How do I change the information in my account concerning my credit card, address, or personal profile? • What if I forgot my password? • What if I do not receive an e-mail reminding me of my password? • How do I change my password? • Will I be sent a receipt for my subscription purchase? • Can I sign up for automatic renewal of my subscription? • How do I know when my subscription runs out? • How do I cancel my subscription? • When can I cancel my subscription? • I accidentally bought CNN NewsPass or CNN on RealOne multiple times. How do I cancel the extra subscriptions? • Customer Service Real Networks provides both technical and customer support for the CNN NewsPass and CNN on RealOne products. If your problems and account management issues cannot be resolved using Web-based management
• What happened to the free video that used to be on CNN.com? • What are the prices of CNN NewsPass and CNN on Realone? • What are the system requirements for CNN NewsPass?
• I can't sign in • I am having trouble subscribing • Is there a free trial of CNN NewsPass? • The video doesn't look very good • Why do I get the error message, "Requested File Not Found" when when I try to watch CNN clips? • I cannot view the content • Am I allowed to access CNN NewsPass from more than one computer? • Can I share my username and password with someone else? • Why am I being directed to a Real Networks customer service page when I select "Customer Service?" • How do I download and install the RealOne software? • How do I download and install the Real Player? • How do I download and install the Windows Media Player? • How do I download and install the QuickTime Player? • What is a Cookie? • How is my privacy protected? • Other troubleshooting links GETTING STARTED Initial Signup• If you select any video or audio on CNN.com, you will be presented with a page allowing you to sign up for either CNN NewsPass or RealOne that includes all of the video from CNN.com as well as CNN/Sports Illustrated and CNN/Money. See both offers now. • Once a product is selected, create a username and password. You will also be required to enter your name, address, e-mail address, phone number, personal profile, and credit card information. Once you complete this process, you are a member. Web-Based Account Management How do I update my account? • Visit the My Information section on the My Account page at Real.com. Click the Edit My Information link. How do I change the information in my account concerning my credit card, address, or personal profile? • Visit the My Information section on the My Account page at Real.com. Click the Edit My Information link. What if I forgot my password? • Click the Have you forgotten your password link on the My Account log in page. Your password will be sent to you by e-mail. What if I do not receive an e-mail reminding me of my password? • If you use multiple e-mail addresses, make sure you typed the correct one when you requested your password. Or, contact customer service for RealOne at 888-768-3248 to request your password. How do I change my password? • Visit the My Information section on the My Account page at Real.com. Click the Edit My Information link. Will I be sent a receipt for my subscription purchase? • Check your e-mail after you make the initial purchase; a receipt was sent to you. All records of your purchase are also kept in the Billing History section of the My Account page at Real.com. Can I sign up for automatic renewal of my subscription? • Your subscription automatically renews at the end of each billing period. How do I know when my subscription runs out? • Visit the Billing History section on the My Account page at Real.com. View the Upcoming charges section to see your next billing date. Your subscription is automatically renewed at the end of each billing period. How do I cancel my subscription? • Please contact RealNetworks Customer Service at 888-768-3248 to request that your account be cancelled. When can I cancel my subscription? • You may call at any time to cancel your subscription. I accidentally bought CNN NewsPass or CNN on RealOne multiple times. How do I cancel the extra subscriptions? • Please telephone Customer Service at 1-800-632-8920 or 206-674-2650. Customer Service Real Networks provides both technical and customer support for the CNN NewsPass and CNN on RealOne products. If your problems and account management issues cannot be resolved using Web-based management, please email your comments, problems, or suggestions directly to Customer Service. GENERAL INFORMATION What happened to the free video that used to be on CNN.com?In order to provide our customers with a more comprehensive and quality service, CNN.com has created two new products, CNN NewsPass and CNN on RealOne. As a member and subscriber, this exclusive content will be available to you on CNN NewsPass and CNN on RealOne products. You will find video and audio that isn't available anywhere else, allowing you to get interviews with the world's top newsmakers, sports highlights, market rundowns, and much more. With CNN NewsPass, you can try the service for the low price of $4.95/month or $39.95/year. That's less than your daily latte. If you are not satisfied with the product, there is a 30-day money back guarantee. • Sign Up Today! For CNN on RealOne, there is a 14-day trial period when you can try it out and experience the high quality features. After the trial, members can enjoy CNN on RealOne for only $9.95/month. Additionally, you will have access to not only CNN content, but also many other networks such as, ABCnews.com, FoxSports, NASCAR.com, E!, and many, many more. • Read Trial Terms and Conditions What are the prices of CNN NewsPass and CNN on Realone? CNN NewsPass is available for the low price of $4.95/month or $39.95/year. CNN on RealOne is available for $9.95/month. What are the system requirements for CNN NewsPass? For video, you must install any of the following video players: RealOne Player, RealPlayer, QuickTime, or Windows Media Player. RealOne Player: The minimum system requirements for RealOne Player will let you play back audio, but not video: • 233MHz Intel Pentium processor • 64MB RAM • 28.8Kpbs modem • 16-bit sound card and speakers • 65,000-color video display card (video) • Windows 98/ME/2000/NT Service Pack 4 or later/XP • Internet Explorer 4.0.1 or later For improved audio and video performance, your computer should meet or exceed the following recommended system requirements: • 300 MHz Intel Pentium III processor or greater (supports simultaneous record/playback features) • 128MB RAM • 56Kpbs modem • Full Duplex sound card and speakers • 65,000-color video display card (video) • Windows 98/ME/2000/NT Service Pack 4 or later/XP • Internet Explorer 4.0.1 or later The current version of the RealOne Player is only available for Windows-based machines. Look for updates in the coming months on the availability of Macintosh and other platform compatible versions of the RealOne Player. • Download the RealOne Player now RealPlayer 8: Windows minimum system requirements: • 120 MHz Intel Pentium processor or equivalent (supports audio only) • Windows 95 or Windows NT (with Service Pack 4) • 16 MB RAM • 16-bit sound card and speakers • 65,000-color video display card • 28.8Kbps modem (supports audio only) • Internet connection and Web browser (Internet Explorer 4.01 or later or Netscape 4.0 or later) Macintosh minimum system requirements: • PowerPC 604 processor (200 MHz or faster) • Mac OS 8.1 or later • 32 MB RAM and 64 MB virtual memory. • 28.8Kbps modem (supports audio only) • Internet connection and Web browser (Internet Explorer 4.01 or later or Netscape 4.05 or later) • Download the RealPlayer 8 now Windows Media Player 7: Windows minimum system requirements: • 120 MHz Intel Pentium processor or equivalent (supports audio only) • Windows 95 or Windows NT (with Service Pack 4) • 16 MB RAM • 16-bit sound card and speakers • 65,000-color video display card • 28.8Kbps modem (supports audio only) • Internet connection and Web browser (Internet Explorer 4.01 or later or Netscape 4.0 or later) Macintosh minimum system requirements: • PowerPC 604 processor (200 MHz or faster) • Mac OS 8.1 or later • 32 MB RAM and 64 MB virtual memory. • 28.8Kbps modem (supports audio only) • Internet connection and Web browser (Internet Explorer 4.01 or later or Netscape 4.05 or later) • Download Windows Media Player 7 now QuickTime Player: Windows minimum system requirements: • 120 MHz Intel Pentium processor or equivalent (supports audio only) • Windows 95 or Windows NT (with Service Pack 4) • 16 MB RAM • 16-bit sound card and speakers • 65,000-color video display card • 28.8Kbps modem (supports audio only) • Internet connection and web browser (Internet Explorer 4.01 or later or Netscape 4.0 or later) Macintosh minimum system requirements: • PowerPC 604 processor (200 MHz or faster) • Mac OS 8.1 or later • 32 MB RAM and 64 MB virtual memory. • 28.8Kbps modem (supports audio only) • Internet connection and web browser (Internet Explorer 4.01 or later or Netscape 4.05 or later) • Download the QuickTime Player now TROUBLESHOOTING I can't sign in:Check to ensure that you are using the correct username and password. If you are using the correct information and you still cannot access the service, please ensure that your billing information is updated and accurate. A potential problem may involve payment not being received on your account. If you have any further problems signing in, please contact Customer Service. I am having trouble subscribing: When registering, make sure you follow the instructions for entering your personal information. This includes valid name, address, e-mail address, telephone, and credit card information. If you have any further problems with registration, please contact Customer Service. Is there a free trial of CNN NewsPass? There is a 10 day risk free trial for the monthly subscription and 30 day risk free trial for an annual subscription. In the case that you are not completely satisfied with the product. If you are interested in a free trial, you could try the 14-day free trial of CNN on RealOne. Click here for more information. The video doesn't look very good: The quality of the video you are watching often depends on the speed of your connection. If you have a faster connection, often times you will receive a higher quality video at a faster bit rate. Contact your Internet Service Provider for more information. Why do I get the error message, "Requested File Not Found" when when I try to watch CNN clips? While the CNN videos are viewed through RealOne Player, RealPlayer 8, Windows Media Player, or QuickTime Player, the video clips are actually broadcast on the Internet by America Online (AOL). If you receive the "Requested File Not Found" error message when you try to play a CNN clip, you can report the error to AOL technical support at 1-866-265-6660. I cannot view the content: • A browser error may have occurred. Try closing the browser, reopening it, and accessing CNN.com again. • If you can access the page on another machine or other people can view it; it may be a problem with your Web page cache. Try clearing your cache and then reloading the site again. • Your Internet Service Provider may be experiencing problems with their servers. If you cannot view other pages, and if the problem persists, you should contact your Internet Service Provider. • If you experience any further problems, please contact Customer Service. Am I allowed to access CNN NewsPass from more than one computer? The RealOne Player license agreement allows you to install it on two computers. You may install the software in both locations using the information in the e-mail receipt we sent you. Once the software is installed, you must log in with your RealOne user name and password on both machines. Can I share my username and password with someone else? CNN NewsPass and CNN on RealOne are single-user membership products. According to the licensing agreement, you are not permitted to share your username and password with anyone. Additionally, if you share your CNN NewsPass or CNN on RealOne e-mail address and password, you are also sharing the credit card information in your account. Why am I being directed to a Real Networks customer service page when I select "Customer Service?" Real Networks provides both technical and customer support for the CNN NewsPass and CNN on RealOne products. For more information, please visit Customer Service. How do I download and install the RealOne software? From http://www.real.com/realone/index.html you can choose any one of the three versions of RealOne Player: the $9.95 RealOne subscription is the featured version. Clicking the link that says Free Player takes you to a page where you have two more choices. On that page, you can choose the trial version of RealOne that includes both player and services free for 14 days; or you can choose the free player by itself. All versions use the same file to install the player on your computer. The file is named RealOnePlayerBeta.exe. There is no Macintosh version at this time.
Searching for the install file:
To download and install the free RealPlayer Basic, choose your player from the RealPlayer Product page at http://www.real.com/realone/index.html. When you have selected your player, make sure your computer meets the system requirements, fill out the forms, and select your download location. When the download is complete, locate and run the install file on your computer. How do I download and install the Windows Media Player? For download and installation instructions on the latest version of the Windows Media Player, click here. How do I download and install the QuickTime Player? Macintosh Installation Overview QuickTime 4 and 5 use a Web installer application that improves the speed and flexibility of the QuickTime software download and installation process. The new installer is a small application that manages the download of all additional files needed for QuickTime. This allows users to download only the software needed for the chosen installation and resolves issues with downloading a single large installer application. The installer can automatically detect updates to the QuickTime software components as they are made available and download just the files that have been revised. To download the Macintosh version of QuickTime, click here. Windows 95/98/NT/ME/2000 Installation Overview QuickTime 5 uses a Web installer application that improves the speed and flexibility of the QuickTime software download and installation process. This installer is a small 506K setup file that manages the download of all additional files needed for QuickTime. This allows you to download only the software needed for the chosen installation and resolves issues with downloading a single large installer application. The installer can automatically detect updates to the QuickTime software components as they are made available, and download just the files that have been revised. You must have an active connection to the Internet in order to complete the QuickTime software installation. To download the Windows version of QuickTime, click here. What is a Cookie? A "cookie" is a small text file a Web site can use to recognize repeat users. This recognition helps you bypass login or registration screens and allows CNN to track usage behavior across the CNN sites. CNN uses cookies to help authenticate users for specific premium features offered by tracking such behavior CNN can better organize and allocate resources for improving the site. Cookies are not programs that come onto your system and damage files. Generally, cookies work by assigning a unique number to the user that has no meaning outside the assigning site. In other words, we don't identify you personally, only the number we have assigned to you. Some of our advertisers use cookies as well. They collect click-thru data on the advertisements to gauge how well individual campaigns work. If you do not want information collected through the use of cookies, there is a simple procedure in most browsers that allows you to deny or accept the cookie feature. This is usually located in the options or preferences area of the browser. However, you should note that cookies may be necessary to provide you with certain features (e.g., customized delivery of information) that require registration. To learn more about cookies and your privacy rights, visit CNN's privacy guidelines. How is my privacy protected? • If you purchase CNN NewsPass, you will be subjected to CNN's Privacy Policy. Read our privacy policy. • If you purchase CNN on RealOne, you will be subjected to Real's Privacy Policy. Read Real's privacy policy. Problems with RealOne Player: • http://service.real.com/realone/player.html Problems with RealPlayer 8: • http://service.real.com/help/faq/rp8/rpb8faq.html Problems with Windows Media Player: • http://www.windowsmedia.com/mg/help.asp Problems with QuickTime: • http://www.info.apple.com/usen/quicktime/ |
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