Help
If you're having trouble watching videos on The WB, we are here to help. Frequently asked questions are below to help you figure out what the problem could be.
- What browser version, Internet connection, Flash version and OS version are you using?
- Why can't I hear anything when I play a video?
- Why can't I use the full screen mode on my dual monitors to watch a video on TheWB.com?
- Why doesn't TheWB.com recognize that I have Flash installed?
- I've upgraded to Flash Player 9.0.124.0 and I'm having problems viewing video in full screen mode. How can I fix this?
- I live in the US; why do I receive an error saying videos are not available in my region?
- Why do my videos keep stalling and stuttering?
- How do I enable JavaScript and Cookies?
Answers and remedies to the issues are below.
To enjoy videos at The WB, you will need the following software installed on your computer:
- Internet Explorer 7.0 or above, Firefox 3.0 or above, or Safari 3.0 or above.
- JavaScript and Cookies must also be enabled.
- Adobe Flash Player 9.0 or above. Check it here.
System Requirements
| PCs (Windows): |
MACs: |
- Intel Pentium 4 2.33GHz processor
(or equivalent)
- 128MB of RAM
- 64MB of VRAM
|
- PowerPC G5 1.8GHz or faster OR
- Intel Core Duo 1.33GHz or faster
- 256MB of RAM
- 64MB of VRAM
|
In addition, we recommend a high-speed Internet connection with sufficient bandwith (of at least 1000kbps or higher) for the smoothest playback experience.
Our videos stream at 300Kbps, 500Kbps or 700Kbps, and our video player will automatically adjust our stream based on your bandwith.
If you're not sure what your downstream bandwith is, you can test your connection for free! Simply search for "bandwith test" online to find many of the most popular bandwith test sites.
If you cannot hear audio from TheWB.com videos, please try the following steps:
- Check that the volume settings in the video player are correctly set.
- Check that your computer speaker volumes and settings are correctly set.
- Check to see if you can hear audio from other computer programs, such as Windows Media Player or Quicktime.
- Restart the browser and try watching TheWB.com videos again.
- If that does not work, restart the computer and try watching TheWB.com videos.
If you still cannot hear any audio from our videos, try the following:
- Go to the TheWB.com homepage.
- Right-click your mouse on the big scrolling video image in the middle of the page and select the "Settings..." menu option.
- Click the third tab with the folder icon. You should see a menu that says "Local Storage."
- Drag the slider all the way to "0" and then click "OK."
- Drag the slider back up to "100KB" and then click "Close."
If these steps do not resolve your issue, you should reinstall Flash using the following steps:
- Uninstall Flash following these steps.
- Restart your computer.
- Reinstall the latest version of Flash, following these steps.
If you are still experiencing audio problems, please contact us at feedback@thewbmail.com.
Due to a limitation on the Flash Player we use to stream our content, you will not be able to play a video in full screen mode on one monitor and work in the other screen at the same time.
Instead, we suggest you maximize the pop out player instead, which will give you nearly the same affect and allow you to work on the other monitor.
Don't worry, though, because we're still looking into possible solutions for this problem! We know how important it is to multi-task!
In some cases, Flash is not correctly installed and cannot be accurately detected. Please reinstall Flash by following these steps:
- Uninstall Flash following these steps.
- Restart your computer.
- Reinstall the latest version of Flash, following these steps.
If you are still experiencing audio problems, please contact us at feedback@thewbmail.com.
This is problem caused by a known issue with Adobe's latest Flash Player's hardware acceleration feature and some graphics cards. You can easily turn off this feature using the following steps:
- Go to TheWB.com and watch a video.
- Right-click on the player and select "Settings."
- Click to the first tab in the settings window and uncheck the "Enable hardware acceleration" box.
- Click "Close" and try watching any video in full screen mode again.
We are currently unable to stream any videos to users outside of the United States, due to various business and legal issues surrounding international streaming.
However, if you do live in the U.S. and our technology is incorrectly recognizing your location, please let us know by visiting our Feedback Page.
If you're still having problems with our video stream after confirming that your computer meets the software and bandwith requirements (as listed above), please let us know by visiting our Feedbag Page.
You can enable cookies and JavaScript in your browser by following the steps below for your browser.
Internet Explorer
- Click the Tools menu.
- Select Internet Options.
- Click the Security tab.
- Click the Custom Level button.
- Scroll down until you see the "Scripting" section. Select the "Enable" radio button for "Active Scripting."
- Click the OK button.
- Click the Yes button in the confirmation window.
- Click the Privacy tab.
- Click the Default button.
- Move the slider to "Medium."
- Click the OK button.
Firefox on Windows
- Click the Tools menu.
- Select Options.
- Click the Contents tab.
- Select the "Enable JavaScript" checkbox.
- Click the Privacy tab.
- Select the "Accept cookies from sites" checkbox.
- Click the OK button.
Firefox on Mac OSX
- Click the Firefox menu.
- Select Preferences.
- Click the Contents tab.
- Select the "Enable JavaScript" checkbox.
- Click the Privacy tab.
- Select the "Accept cookies from sites" checkbox.
- Close the dialog window.
Safari
- Click the Safari menu.
- Select Preferences.
- Click the Security tab.
- Select the "Enable JavaScript" checkbox.
- Under Accept cookies select the "Only from sites you navigate to" radio button.
- Close the dialog window.
