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If you are a paying subscriber and are unsatisfied with the quality of the product or services we provided, we will refund single-event passport fees for live or on-demand audio or video subscriptions in full if, a) there are confirmed, authenticated issues originating solely with the Stretch Internet services, including network downtime and/or latency, or, b) the broadcasting partner experiences technical difficulties which result in transmission quality deemed as low or unacceptable by the Stretch Internet support staff, and/or c) the broadcast is canceled or postponed before the completion of the event.
If you have purchased a season or all-access pass that includes the event in question, a pro-rated refund will be issued upon request.
Additionally, some schools choose not to utilize our live stats service, while others only provide live stats for home games, and that can also be contingent on the availability of a high-speed Internet connection.
Streaming traffic uses a different protocol and transfer mechanism than live stats, so it's virtually impossible to guarantee a perfect sync between the two.
While Stretch Internet does NOT produce the broadcasts and makes no warranties about the content of any broadcast, we can relay your comments or concerns to the school producing the event.
Examples of production-related complaints include poor camera operation, mispronunciations, factual inaccuracies, etc.
To access live or on-demand video, you will need a download speed of at least 1.0 Mbps (1,000 Kbps) for standard definition broadcasts and 3.0 Mbps (3,000 Kbps) for high definition broadcasts. Our broadcasts are also compatible on any Apple mobile devices running i OS 7 or later and on Android devices running OS 4.4.4 or later.
If you're wishing to view the broadcasts on your TV, we suggest using Apple TV to wirelessly stream content from a Mac or Apple mobile device – or connecting an HDMI cable from your computer or device to your TV.
Keep in mind that many clients choose not to archive some or all of their events, or choose to password-protect their archives.
If you are asked for a password prompt, please contact the client directly if you're like to request access.
If you don't have any issues with the audio or video playback, but have a complaint about an element of the production, you can use the "Submit Support Request" link inside the "Help" tab.
The first icon provides a "full view" option with the video presentation maximizing the portal.
The second icon offers a split view and is helpful if the client is utilizing any other features, such as Twitter feeds or live stats updates.We contact our schools when the stats have not been updated for 5 or more minutes, but you're also welcome to contact us using the support link if you think there might be an issue.