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General Information
Compatible Devices
Download Instructions
Registration Questions
Billing Questions
Technical Questions
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General Information
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Error Messages - Downloading
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Error Messages - Other
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Customer Cannot Watch Video
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Troubleshooting Tips
Dell Questions
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General Information
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Compatible Devices
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Download Instructions
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Technical Questions
General Questions
What subscription packages does SmartVideo offer?
Channels list
What channels are included in the Basic and Premium Packages?
Channels list
How much memory is necessary for SmartVideo operatino on a pocket PC or PDA?
There must be at least 7 MB (megabytes) of free storage space available on the device. This 7 MB (megabytes) provides enough disk space to run the application and receive the video stream.
How do I check the available storage space on my pocket PC or PDA?
To check the available storage space: click Start, followed by Settings and then click the System tab at the bottom of the page, click Memory. You will see two columns on this page: one for Storage and one for Programs. Each will list the memory that is allocated, in use and free. The total main memory is located at the top of the page. As long as there is more than 7 MB (megabytes) listed as free under the storage column, you should not receive problems as a result of memory.
I have less then 7 MB of storage memory, what should I do?
If the device shows the customer has less than 7 MB’s of Storage memory. Suggest that the customer deletes any unnecessary emails or files. They can also transfer these files to a storage card. Escalate if deleting excess files and/or emails does not help the situation.
How can I contact SmartVideo directly?
You may e-mail our Tier Two Support team at: support@smartvideo.com this is the best and most efficient way to communicate with us. This e-mail is monitored and responded to during normal business hours Monday through Friday Eastern Standard Time.
Compatible Devices
Is there a current list of phones that work with SmartVideo's service?
Access this list on our website: www.smartvideo.com “Compatible Devices” under “Get SmartVideo.”
Is my Sprint Audiovox 6700 compatible?
Yes, it is compatible.
Is my Treo 650 device compatible?
The Treo 650 is not currently compatible with our service and to check our website for updates. We're working on a compatible application for that device, but have no release date for when that could be ready.
Is my Motorola I930 device compatible?
At this time we do not support this device; but we are working on a solution and will e-mail you when it becomes available. I will need to forward your name, e-mail address, and the carrier of the phone to a Tier 2 representative.
How do I determine the OS version on a Microsoft PDA or PPC?
To determine the OS version on a Microsoft PDA or PPC:
- Click “Start”
- Click “Settings”
- Click the “System” tab at the bottom of the page
- Click “About”
- The OS version is located on the first two lines, if the version number is lower than a four, it is not compatible. (Example: 4.21.1088 is compatible, 3.21.1088 is not)
How do I determine the OS version on a Microsoft Smartphone?
To determine the OS version on a Microsoft Smartphone:
- Click “Start”
- Click “Settings” (It may be necessary to scroll through menu options to subsequent pages)
- Click “About” (the same version number rules above apply for Smartphones)
How do I determine the OS version on a Symbian (Nokia) phone?
To determine the OS version on a Microsoft Smartphone:
- Click “Menu”
- Click “Tools” OR “Extras” OR “Settings”
- Click “About”
- Symbian Version number will be available at the bottom of the page. If Symbian Version number is not listed, the device is not compatible.
Can I upgrade my OS version if it is not compatible?
It may be possible to download an OS upgrade from the manufacturer or mobile service provider. Suggest the customer contact the respective places to ask the question.
Ready to watch TV on your Palm Treo 600, 650 or 700p?
Before you can watch smarTVideo™ on your Treo, you’ll need three things:
- A subscription to smarTVideo™
- Download the smarTVideo™ application to get you access to all the channels
- Purchase and Download the Kinoma Player
How do you get these three things? You’ll need to subscribe to smarTVideo™, as you walk through the subscription process you’ll be asked to select the package or packages to which you’d like to subscribe. Be sure to also select the Kinoma Player at this point in the process! After your purchase is complete, you will be given a download link for the smarTVideo™ application as well as a download link for the Kinoma Player. Both applications will need to be downloaded in order to view your subscription.
Why do I need to download the Kinoma Player for my Palm Treo?
Palm Treo devices like the 600, 650 and 700p do not come standard with a media player capable of receiving smarTVideo™’s video streams. Our technical guru’s have spent a great deal of time testing various players and have found Kinoma offers the best user experience. For more information about the Kinoma Player, visit their website www.kinoma.com.
Download Instructions
How do I download the SmartVideo application?
To download the SmartVideo Application, have the customer launch the web browser on their mobile device. In the address bar, you will type www.smartvideo.com/DL; you will then click Download SmartVideo Now link. This will download the appropriate application file directly to the device. Allow the file to be saved to the device's main memory.
What are the direct download links for PDA's/Pocket PC's, Smartphones and Symbian phones?
The following are direct download links for PDA's/Pocket PC's, Smartphones and Symbian phones. These links should be typed directly into the device's Internet Explorer or Web Browser.
PDA/Pocket PC: http://mobilesmartvideo.com/mobile/download/smartvideo.ppc.cab
Microsoft SmartPhone: http://mobile.smartvideo.com/mobile/download/smartvideo.cab
Symbian Phones: http://mobile.smartvideo.com/mobile/download/smartvideo.sis
I have a Verizon Samsung I-600 Smartphone how do I download the application?
Verizon Samsung I-600 Smartphone users will need to type in the following URL to download the SmartVideo Application: http://mobile.smartvideo.com/download/i600.cab
Downloading the Kinoma Player
After the customer has purchased the Kinoma Player, they will be given a number of download links on the Payment Confirmation page. The customer will need to download and install the following:
- smarTVideo™ for Palm OS 5
- Kinoma Player 4 EX
After the customer has downloaded the Kinoma Player, they will need to complete the installation process.
- When the download is complete, a Kinoma logo will appear in your menu.
- Click this logo to finalize the player’s installation.
- Select “Agree” to the Terms and Conditions and the installation is complete.
- The customer is now ready to launch smarTVideo and watch TV!
When should a customer download the J2ME link?
To Be Determined. If a customer is trying to download the Symbian link and receives an error message, have them try the J2ME link. If all else fails, escalate. http://mobile.smartvideo.com/mobile/download/fdn.jad
Registration Questions
What is the promo code?
Promo codes are issued by SmartVideo, typically at conventions. They are not required to complete the registration process.
I've forgotten my password, can you please give it to me?
If the customer has forgotten their password, ask them to confirm their name and billing address (or name only if no billing address is available) and then change their password by using their email address to access their account info and click “Update User Information” and change the password. You may change it to their last name or any password of their choosing. **For security purposes, you cannot see what their original password is.
Why don't I have to login in everytime; what is the purpose of creating a password?
SmartVideo’s system does not require customers to login each time they access their subscription, because we register their account to their mobile device. Each time the service is launched, our application recognizes the device and provides the appropriate subscriptions. The purpose of creating a password is so customers can access their account with SmartVideo and make changes. Such as adding subscriptions, changing your password, changing your credit card information or billing information. To access their account, customers should go to www.smartvideo.com on their PC and login to their account on the homepage.
How do I reactivate my subscription?
If the customer would like to reactivate their account, they will need to use the same email address and password they used during the initial setup process (which you should be able to locate in the search system...updating the password if necessary) and you can walk them through the subscription process on our homepage www.smartvideo.com (click the "Subscribe Now" orange circle at the bottom of the page). When it gets to the point where they are asked for their email address, select the option "I have a password" and it will pull up their existing account info. You will need to reenter the credit card number and verify the address. After the subscription process is complete, their account will work as usual.
How do customers enter a promotional “promo” code?
Instruct the customer to go to www.smartvideo.com/DL on their mobile device and download the application. Once the application has been downloaded, launch smarTVideo from the “Programs” menu. Click “New User” and fill out all the required fields, insert the promo code in the appropriate field and continue. The customer will have access to the Basic Package for the length of the promo code.
Billing Questions
What should I do if I have paid to subscribe, but every time I launch SmartVideo it tells me "Your trial has expired"?
The Basic Package is offered for three prices:
- Daily: $2.95 (billed once)
- Weekly: $7.95 (billed once)
- Monthly: $12.95 (billed automatically each month)
What is the cost for the premium channels?
- DIC Entertainment (Cartoons): $4.95 (billed automatically each month)
- Rascals Comedy Classics (Stand-Up Comedy): $3.95 (billed automatically each month)
- The Naked News: $6.95 (billed automatically each month)
- CAN (content Asia Network: $4.95
How do I change my billing information?
In order to change any billing information, you must re-enter the credit card number for security purposes. The billing address must match that of the address the credit card statements are delivered to. The CVC number on Visa, Master Card, etc. is on the back of the card. It is the last three (3) digits on the signature strip. On American Express, it is the four (4) digit number on the right hand side of the front of the card printed in small numbers above the card number.
Are roaming charges accrued on SmartVideo?
To answer this question, the customer will need to contact their carrier or service provider.
Can my subscription to SmartVideo be added to my monthly cell phone or carrier bill?
Currently, SmartVideo does not have partnerships with the main service providers. However, smaller carriers (like Hawk Wireless and Cellular South) offer SmartVideo as an add-on service that can be added to their bills. For all other carriers, SmartVideo will be billed to their credit card.
Will my subscription be prorated?
SmartVideo bills monthly based on when the customer originally subscribed. (EX: If the customer subscribes on the 11th of the month, they will be billed on the 11th of every month). For all credit requests, please escalate to Tier 2 support.
Technical Questions
General Information
What is the difference between a Smartphone and PDA/PPC?
Smartphones are like your average cell phone. They do not have touch screens or styluses. Some are flip phones, others are not. A number of PDA’s are phones, however, their screens, size and functionality define them in a different way.
How do I get the video to be full screen using a Smartphone?
On most Smartphones, the image will not get any bigger. It is restricted by the settings of the Media Player and cannot be modified. The customer can check their user manual for more information.
How do I get the video to be full screen on a EVDO or Edge Network?
If you are on an EVDO or Edge Network your device receives enough bandwidth to stream the video full screen. Our system defaults to small screen, because the image will run more smoothly on that despite the amount of bandwidth. If you have an excess of 100 kbps (kilobytes per second) when you logon on to our service, a Settings link will appear on the bottom of the Home Page (only). Clicking this will allow you to choose "Low" or "High Stream".
What is "Low Stream"?
Low Stream refers to the size of the video screen - this will give you a small screen video.
What is "Hight Stream"?
High Stream refers to the size of the video screen - this will give you a full screen of video.
What is a soft reset?
A soft reset reboots the PDA/Phone. This doesn't change any settings on your PDA or phone. To perform a soft reset, use the stylus to push the “reset” button on the device. This varies with each device, but can often be found on the bottom of the device next to the power input.
Error Message - Downloading
I am getting a CE Error; what is that?
If the customer receives the error message “This is not a valid Windows CE file,” they have downloaded the wrong type of file. Please verify the type of device they have and then follow the download instructions to help them download the appropriate file.
I am receiving an error message "The application may not display properly because it was designed for a previous version of Windows".
This is a common error message and is a default pop up message from Windows. It has no bearing on the functionality of the program. If they are having problems with their application, follow the common steps to determine where the process fails and escalate if necessary.
I've downloaded the file and it does not appear in the programs menu (PDA/PPC only).
This can be a result of user error, however, there is a way to look at the “source file” which will determine if the application has been successfully downloaded or not. The application may also be launched from the source file.
- Click “Start”
- Click “Programs”
- Click “File Explorer”
- At the very top left-hand portion of the screen, you will see the Windows Flag and the words “File Explorer”. Under that, will be additional text. Example: My Device, My Documents or the name of a program.
- If it does not say “My Device”, click on it and select “My Device” from the drop-down box.
- A list of folders will appear on the screen. Select “Program Files”.
- A new list of folders will appear on the screen. If SmartVideo is not there, take the customer through the download process again.
- If SmartVideo is there, click on that folder.
- There will be three SmartVideo files.
- SmartVideo 39.0 K
- SmartVideo 85 B
- SPLASH 23.4 K
- Click “SmartVideo 39 K”
- This will launch the application.
If the application launches successfully, have the customer close everything down and click “Start” and “Programs” again and look for the SmartVideo icon. If it is still not listed, escalate to Tier 2.
Error Message - Other
I am getting an error message?
In order to help you with the error; I will need to know at which point in the application launch process that this problem occurred? For example: After clicking the icon in the programs menu? After clicking one of the categories (ex. Sports) on the main menu? After clicking one of the show links?
Why am I receiving an error that states "Enter your promotional code"?
If the system is requiring the customer to enter a promotional code, it's because a "space" has been inserted in the field. Ask the customer to put the cursor in the "promo code" box and hit clear and/or delete several times, that should fix the problem. Promotional codes are not given out by us unless we have recently been to a convention.
Customer is receiving a Proxy error.
Perform a soft reset by placing the stylus in the hole in the back or the bottom of the device. This will reboot the device without changing any device settings. If that does not resolve the problem, the customer may need to contact their service provider (ie Verizon, Sprint, Tmobile, Comcast, Bellsouth…whoever provides their internet connection) and escalate to us.
I have a Verizon Samsung I730 and I am unable to launch the application and receive an error message that states "Unknown document file type".
The Samsung i730 comes standard with two web browsers, Internet Explorer and Picsel. If Picsel is set as the default browser, the customer will either not be able to launch the application or receive the error message: “Unknown document file type”. Internet Explorer must be the default browser for the SmartVideo application to operate.
- To resolve this issue, click “Start”.
- Click “Programs”.
- Click the “Picsel” icon.
- Once the browser launches, click the small 3D box at the lower right-hand side of the page. A circle of menu options will open in the center of the page.
- Click the toolbox icon at the bottom of the ring. When the menu has loaded, have the customer use the right arrow at the bottom of the page to scroll through the tabs until they reach the one labeled “Files”. Click the “Files” tab.
- A number of file types with check boxes next to them will be listed on the page. Uncheck “html” and click “OK” at the top right-hand side of the screen.
- Instruct the customer to close Picsel and re-launch SmartVideo from the Programs menu.
- If this does not resolve the problem, collect as much detail as possible and escalate to Tier 2.
Customer Cannot Watch Video
Why doesn't my subscription work even though I paid for it?
In order to solve this error efficiently, get the customer’s subscription email and Session ID number. If the customer is unable to get that number, have them call back with it, or email it to support@smartvideo.com.
When I click the link to view a particular show; I am unable to see the video?
There are a few questions that I need to ask you before troubleshooting your issue.
- When does the viewing process fail?
- What happens when the click the SmartVideo icon in their programs menu?
- If they reach the main menu page (IE: News & Finance/Sports/Weather/Entertainment/Premium), what happens when they click one of the categories?
- If they click, for example, News & Finance, what happens?
- If they click, for example, MSNBC, what happens?
Try to get as much detail as possible, answer the questions if you are able to and escalate if not.
If the Windows Media Player opens, remains black and just says “Ready”: Open up the Internet Explorer and go to Favorites and click WindowsMedia.com. A list of various videos will pop up. SmartVideo will be at the top. Please try to view one of the other video demos BEFORE clicking on SmartVideo. If the other demo plays, click on SmartVideo and try to view one of our videos.
If both of these steps worked please fill out the escalated customer service form. If neither of these steps worked the problem most likely lies within the device itself or with the carrier's ability to provide enough bandwidth to stream the video. If the customer would like, offer to e-mail our customer support tech and inform them that we may or may NOT be able to help if the fault lies with the carrier
When I change my video to display in High stream the video buffers or stops, why?
The most important thing to remember is bandwidth fluctuates. The speed that scrolls across the top of the Windows Media Player is a snapshot and only displays the bandwidth you received when the Media Player was originally opened. Depending on the number of people accessing the network, you could be receiving more or less bandwidth at any time. To correct your issue you will need to switch your stream back to Low. Click on the Settings link on the bottom of the Home Page (only). Clicking this will allow you to choose "Low."
Troubleshooting Tips
How do I find the Session ID Number?
Please launch the SmartVideo application and scroll to the bottom of the page. This number will be a 7 digit number. You will not be able to obtain this number if you are talking on the mobile device. This number is only available to customer's that have completed the download/installation process
I have a Cingular 8125 PDA and I am unable to see any videos, it is just a black screen or I get a proxy server error.
- From the Desktop of your 8125, click "Start" at the top left.
- Click “Settings” in the drop down menu.
- Click the "Connections" tab.
- Click the "Connections" icon in the Connections tab.
- On the “Connections” menu under “MEdia Net” you will see “Edit my proxy server” (if you have already edited this in the past, it will say “Set up my proxy server”). Click this link.
- You should be on the “Proxy Settings” tab. Click the box next to “This network uses a proxy server to connect to the Internet”
- The box should now be unchecked.
- Click “OK” at the top right-hand side of the screen to complete the process.
I have a Siemens SX66 and needs instructions on how to download SmartVideo; can you help me?
- From the Desktop of your Siemens' PDA, click the Signal Bars (that indicates how much of a phone signal you have) at the top center of the page.
- A balloon will open up, click “Settings” at the bottom of that balloon.
- On the “Connections” menu under “MEdia Net” you will see “Edit my proxy server” (if you have already edited this in the past, it will say “Set up my proxy server”). Click this link.
- You should be on the “Proxy Settings” tab. Click the box next to “This network connects to the Internet.” The box should now be unchecked.
- Click “OK” at the top right-hand side of the screen to complete the process.
Some of the channels have no video or some of the directories are empty. What do I do?
This is a result of a miscommunication between our service and the content provider. Please give me the specific channels that you are speaking of and I will forward this information to our technical department to correct the problem. This type of error does not require a call back. The technician needs only the name, e-mail address and channel or channels that this is happening on.
Dell Questions
General Information
How long is my free trial?
The free trial is for a two (2) week period.
What is the difference between a Del PDA and other PDA's?
Most PDA's are phones as well; PDA/PPC Phone Editions that connect through their service provider will receive small screen video (Unless on EVDO/3G and set on High Speed). Dell is a WiFi only device. All devices that are able to connect via WiFi (phone editions included) will be full screen. They need to be connected to a router, hot spot or a similar connection to access WiFi on their device.
Download Instructions
How do I download the SmartVideo to my PC to sync with my PDA device?
Technical Questions
How do I download the SmartVideo to my PC to sync with my PDA device?
Please refer to your User's Guide to contact Dell customer service.
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