1. NHL Troubleshooting Tool

5. Is the customers subscription active? Yes No Home

6. Make sure the customer has paid for the service, so we can activate the account. If they have, see a supervisor to make sure the account gets re-activated Home

7. Is the Customer using the A0L Internet browser / ISP Yes No Home

8. Have the customer switch over to Internet Explorer and try again Home

9. Is the customer behind a router or using a shared connection? (i.e.: School, Hotel, Hospital etc..) Yes No Home

11. Have the customer restart their computer Turn off any firewall or pop-up blockers Make sure Internet Security Settings are at Medium-Low If none of this works, also verify that they are using the correct user name and password. If needs be, reset the password for them and send it to their e-mail address. If none of these steps work, please escalate the issue to NeuLion via your supervisor. Home

12. What kind of Internet Browser is the customer using? (If using Firefox, Safari or another browser recommend they switch to Internet Explorer ) If customer is using Internet Explorer or they have switched over and it still does not work click continue. Continue Home

13. Have them restart their computer . Restarting your computer will refresh the files and folders in Windows and may help to solve the problem you are having. 1. Shut down your PC in the usual way, by clicking Start, then Shut Down. 2. Wait 30 seconds. 3. Turn your PC back on and try to connect again. Click continue if this did not work. Continue Home

14. Update Windows Media Player If the Windows Media Player is not completely up to date, you may experience problems viewing videos. 1.Connect to your internet service provider (ISP) as you normally would. 2. Double-click the Internet Explorer icon on the desktop. Note: If there is no Internet Explorer icon, click Start, select All Programs or Programs, then click Internet Explorer. 3. Click the Tools menu, then click Windows Update. Note: If this selection is missing go to http://www.windowsupdate.microsoft.com 4. Follow the instructions to scan for and install any applicable updates. You may be asked to restart your computer. Note: Windows Update is not a service that is supported by Center ICE online . If you run into any issues, we recommend that you contact the Windows Update support team If this does not work click continue Continue Home

15. Lower your Microsoft Internet Explorer security setting and enable ActiveX controls When Internet Explorer security settings is set to High, it will not allow the necessary ActiveX controls to be used. When ActiveX is disabled, videos may not operate properly. 1. On the Windows Start menu, go to Settings, then click Control Panel. For Windows XP/Vista - click Start, then select Control Panel. 2. Double-click the Internet Options (or Internet) icon. 3. Click the Security tab. 4. Click the Internet icon and click Custom Level. 5. Select Medium-low or Low from the Reset to drop-down list. 6. Click Reset, then click Yes. 7. In the Settings box, select Enable for each of the options under ActiveX controls and plug-ins. 8. Click OK, then click Yes. 9. Click OK and click OK again to end. If this does not work click continue Continue Home

16. Configure Windows Media Player and lower the video acceleration Video acceleration allows hardware and software developers to speed up video processing routines. Some video content may need the video acceleration lowered in order to play properly. 1. Open Windows Media Player. 2. Click the Tools menu, then click Options.... Note: If the Tools menu is not visible, double-click the title bar to maximize the window. 3. Click the Network tab. 4. In the Streaming protocols area, select all the protocol boxes except for UDP. Leave the UDP box un-ticked. 5. Click the Performance tab. 6. Under the Video Acceleration section, drag the slider bar to the middle. 7. Click OK. Note: If this does not resolve the issue, try setting the Video Acceleration to None by dragging the slider bar to the extreme left. If this does not work click continue. Continue Home

17. Lower hardware acceleration Lowering your computer's hardware acceleration may provide a temporary solution, to do this: Windows XP and 2000 only. 1. On the Windows Start menu, go to Settings, then click Control Panel. For Windows XP - click Start, then select Control Panel. Note: If using Windows XP with Control Panel, set to Classic View or Windows 2000 skip to step 3. 2. Click Appearance and Themes. 3. Double-click the Display icon, then click the Settings tab. 5. Click Advanced. 6. Click the Troubleshoot or Troubleshooting tab. 7. Under the hardware acceleration section, next to Hardware acceleration: drag the slider one or more notches to the left, the click Apply. Note: Moving the slider all the way to the left will disable hardware acceleration. 8. Click OK. 9. Click the Colour quality or Colours drop-down menu, select High Colour or Medium (16 bit) by clicking it, then click Apply. 10. Click OK. The new desktop settings will be applied. 11. Click Yes to accept the changes, then click OK. Note: Lowering the hardware acceleration may cause other video-related programs on your computer to function improperly (for example, a DVD player). If this step resolves your problem, please go to the next step to install computer updates or update video driver If this does not work click continue Continue Home

18. Clear temporary internet files and cookies 1. On the Windows Start menu, go to Settings, then click Control Panel. For Windows XP/Vista - click Start, then select Control Panel. 2. Double-click Internet Options (or Internet). 3. Internet Explorer 6.0 and below: In the Temporary Internet Files section, click Delete Cookies... and Delete Files..., then click OK. Click Clear History, then click Yes. 4. Internet Explorer 7.0: In the 'Browsing History' section, click Delete.... Click Delete files..., Delete history... and Delete Cookies.... Then click Close. If this does not work click continue Continue Home

19. 7. Install computer updates or update video driver - Install all applicable drivers, firmware, or software updates for your computer. If you are unsure of how to do this, please contact your computer manufacturer for help. - Update your video driver. If you are unsure how to do this, please contact your computer manufacturer for help. The customer will need to contact his/her computer manufacturer at this point, if they have no luck after they have checked their hardware is up to date they may call us back to escalate the call to Neulion via your sup. Home

21. Clear temporary internet files and cookies 1. On the Windows Start menu, go to Settings, then click Control Panel. For Windows XP/Vista - click Start, then select Control Panel. 2. Double-click Internet Options (or Internet). 3. Internet Explorer 6.0 and below: In the Temporary Internet Files section, click Delete Cookies... and Delete Files..., then click OK. Click Clear History, then click Yes. 4. Internet Explorer 7.0: In the 'Browsing History' section, click Delete.... Click Delete files..., Delete history... and Delete Cookies.... Then click Close. Scan for Spy ware/ Ad ware with any available programs you may have. (if customer has none skip this step but recommend they purchase this type of software) Then Restart Computer and test this again. Make sure no other programs are running in the background If this does not work click continue Continue Home

22. Test the customers Bandwidth speed by having the customer go to Http://www.speedtest.net -Have them click on the yellow triangle that is geographically closest to where they live. This will now start to test their download and upload speeds. When it is complete have them read to you what the download speed is. It is required that you have either a Cable or DSL modem providing at least 500 kbps download speed Though we highly recommend it be 750 kbps or higher during the time they are trying to view the game. Make sure you are not downloading music, movies, or games at the same time as this consumes your bandwidth. Note that if you are on a shared network, other people may be consuming your bandwidth. For example if your children are using the web at the same time you are. Contact your internet provider if you suspect you are getting less internet bandwidth then you should If this does not work click continue Continue Home

25. When getting the Error message URL Invalid, there are several things to check: 1. Are you using Firefox? If so Please switch over to Internet Explorer 2. How are you accessing the NHL Center Ice Online Broadcast? - Make sure they are going to http://www.nhl.tv or though http://www.nhl.com -> Multimedia -- Center Ice Online Login 2. Are you behind a router? If yes click continue Continue Home

26. One thing that could help is to change the buffer settings in windows media player. This will allow WMP to have a larger amount of video already downloaded to play from to help it overcome possible latency issues. To do this open WMP click on tools -> options -> a new window will open, in this window click on the performance tab . In this section under network buffering place the dot next to place the dot next to Buffer , then change the default value of 5 to a higher value, I would suggest trying 15 to start with, please note that a higher value makes a higher initial load time, but will help ensure a more pleasant viewing experience. It may be helpful to reinstall the latest free version of Windows Media Player for you system. Use the following URL to access the download page : http://www. microsoft .com/windows/ windowsmedia /player/10/default. aspx Home

27. Neulion is working on this. If the customer is running more than one game at a time and has one game on full screen and others still running in the background, this will cause issues, if they close them, the picture quality should improve. Also find out what kind of operating system they are using. If using a Mac the quality will be much lower for the time being because of it’s incompatibility with Windows programs and inability to play multiple bit streams at one time. Home

31. Refund Policy We currently are able to refund a customers account within 15 days of purchasing an NHL Center Ice Online Package. We will then refund the total minus 15 days . The refund should take anywhere from 7-10 business days. After the 15 day mark no refunds will be given. No exceptions. For one day 14.99 package we will refund this if they are calling the day of the game and were unable to get the program to work and were willing to go through troubleshooting steps. If the customer calls 5 minutes before the game ends and does not want to troubleshoot, you may want to contact a supervisor. Home

32. Countries NHL Center Ice Online is available in the U.S., Canada, Japan, South Korea, Hong Kong, New Zealand, Guam, Puerto Rico, Australia, Northern Mariana Islands, American Samoa, and the Virgin Islands, U. How can I watch live NHL games online in Europe and the Middle East? The NHL Center Ice Online package is now available in Europe on ESPN 360. NHL fans can watch up to a 1000 games throughout the regular season by simply selecting NHL within the ESPN360 player - go to https://europe.espn360.com What is ESPN 360? ESPN 360 is the new home for live sport online in Europe, with free access to news, interviews and highlights from a huge range of sports, plus live streaming of NHL games through subscription packages. For more information, go to https://europe.espn360.com Home

33. Why do some of my games say "Waiting For Feed" in Center Ice? When "Waiting For Feed" appears in Center Ice, it means that the game is coming soon, but no live feed is available from the arena yet. Typically, live feeds become available 10-15 minutes before the game, so check back at that time to view the live game. Home

34. Can I watch NHL Video Portal on a Mac? Currently the Mac OS is not supported in Center Ice because the media player does not properly support videos with multiple bit streams nor multiple players on the same page. Most Mac computers display the video in a pixilated or distorted manner. Playing multiple media player simultaneously will also result in multiple sound streams being played. Home

35. Why are some games not being aired, or being removed from the list of the games being aired on NHL Center Ice Online? The games being aired on NHL Center Ice Online is decided by the individual teams in the league. On occasion, teams will decide not to allow their games to be aired, which can occur at a moments notice. Home

36. Why is the player showing games scheduled for the next day instead of the current day? This will occur when there are no games scheduled to be aired on that day. If a day is being skipped, it is because there are no games available for viewing on that day. Home

37. Why are the subscription prices different in Canada & the US when the dollar is close to being at par Canada is a mature market, which dictates the fees charged for goods and services offered in Canada. Although the Canadian dollar may currently be at par with the US dollar, these fluctuations have no impact on the set rate which has been predetermined by the Canadian market place . Home

38. Why does the screen turn green when I change to full-screen mode? This is a known issue with Microsoft. Please have them visit the following link: http://support.microsoft.com/?id=898549 Home