FAQ

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Local Delivery Digital Rights Broadcast/ITV

General

What kind of computer equipment and Internet access do I need?

Users need a high-speed Internet connection (DSL or cable; no dial-up) and audio capabilities (sound card) to accommodate streaming audio and video.
What media player(s) do I need to have installed to view streamed videos?

The Flash streams in the Video Library can be played on any computer with the Flash browser plug in (free download). Windows Media streams require the Windows Media Player (free download). For Macs to play Windows Media downloads, you may have to download the Flip4 Mac plug in (free download).
How do I enable cookies?
In order to use this site, you must have cookies enabled in your browser. How to do this varies from one browser version to another. Here are some step-by-step instructions for the most popular browsers:
1. Click the Tools menu. (On a Mac, click the Firefox menu.)
2. Select Options. (On a Mac, select Preferences.)
3. Click the Privacy tab.
4. Select the 'Accept cookies from sites' checkbox.
5. Click the OK button.
1. Click the Tools menu.
2. Select Internet Options.
3. Click the Privacy tab.
4. Click the Default button (or manually slide the bar down to 'Medium').
5. Click the OK button.
1. Click the Safari menu.
2. Select Preferences.
3. Click Security.
4. In the 'Accept Cookies' section, select Always.
Allowing third-party cookies
Even if you already have cookies enabled, third-party cookies need to be enabled as well for some Google settings (for example, the SafeSearch lock) to work. The default setting in Safari is not to allow third-party cookies, but following the steps above sets Safari to allow them.
I can't log in to stream videos.

If you’re having trouble logging into the Video Library, first check that you are typing your user name and password correctly. Verify that your CAPS LOCK key is not on. If you continue to have problems, try resetting your password. Use the "Forgot Password" button and a new password will be emailed to you. If you do not receive your password in a few minutes, and if you have reset it more than once, contact Support.
When I click the links for each video, nothing happens.

The videos will play in a new window. You need to have JavaScript enabled in your browser. If you have a pop-up blocker, you will need to turn it off. Make sure you do not have any "Pop-up Blockers" enabled. Enabling JavaScript in your browser. 1. Pull down the Tools menu and choose Internet Options 2. Click on the Security tab 3. Click on Internet 4. Click on Custom Level and scroll down to the section on Scripting 5. Make sure that Active Scripting is enabled 6. Click on OK 7. Click on Local Intranet and repeat steps 4-6
Is a firewall preventing me from viewing the videos?

The Flash videos in the Video Library require your network administrator to have enabled TCP port 1935 for the Real Time Messaging Protocol (RTMP). This is the port and protocol used by the Flash Media Servers which stream the videos. A network administrator may have knowingly disabled port 1935 on your network due to bandwidth concerns since many users viewing streaming video concurrently could create a bottleneck if not carefully managed. If this is the case, then you would be unable to view the streaming video clips from this website, and you will need to work with your network administrator to enable access on your network's firewall.
The streaming video doesn't play or takes a long time to buffer.

The videos are intended to be streamed using a high speed internet connection. Using a slow connection will cause the video to not play properly. If you are streaming a high resolution file, try switching to low resolution. If the videos frequently buffer, then it means that you are not maintaining a fast enough connection to our servers to watch our videos. Please contact your network administrator. We do not support dial-up connections.
When does system maintenance occur?

System maintenance of the IRIS Education servers may occur on the second Wednesday of the month from 10pm – 12am PST. If you are logged onto this site during that window you may encounter a brief interruption of service--please try again after 12am. We appreciate your understanding as we take the necessary steps to ensure our systems are running at peak performance and provide reliable service to our customers.
What format are the DVDs?

All DVDs are NTSC, Region 0. Individual titles are DVD-R and will play on most DVD players. If a DVD-R doesn’t play, try playing it on a different DVD player.
What is the difference between low resolution and high resolution video streaming?

All video streams were created from high resolution MPEG2 files. Factors influencing video quality include the codec or compression scheme used to encode the original content so that it can be streamed. We have selected Windows Media and Flash for video streaming to provide the greatest audiovisual quality and compatibility across platforms. Another factor influencing video quality is the bit rate or the number of bits per second at which the video is transmitted. The higher the bit rate, the better the quality. The smaller the frame, the sharper the image. Aspect ratio (length vs. width) is also important to the viewing experience. Additionally, video quality is affected by factors which are unrelated to the way in which the source video is encoded - those factors include the quality of the computer and monitor or projector used to display the video and the network bandwidth available to the viewer.
Which video streaming resolution is right for me?

Each program is available in a high resolution version suitable for classroom viewing and a low resolution version suitable for viewing on a computer. A high Internet bandwidth connection is required for streaming high resolution files. If the bandwidth available to allocate to a video stream is not adequate, information in the video will be lost or delayed. This can result in an unacceptable viewing experience.

Ordering and Returns

What happens with my purchasing information?

Your purchase is made using a credit card through our secure processor. We do not keep your credit card information on file. It is removed after you successfully complete your order. Your credit card number is kept in an encrypted form during the ordering process, and during your session, so you can edit your card details such as your name, address, city, state, zip and other details about your card.

If you have trouble making a purchase, please contact Support. Purchases that do not go through may result in an authorization on your card, which is standard operating procedure in dealing with any credit card purchase. An authorization is not a purchase. It may take 7 to 10 days before an authorization is removed from your card. We have no control over the authorization process, but try our best to make sure you only get charged for what you purchase.

We do not sell, rent or distribute purchasing information to anyone. Any information you provide is only used to contact you if there is a problem.
What online payment options do you offer?

We accept VISA, MasterCard and American Express for all online purchases.
What is your Federal Tax ID number?

Our Federal Tax ID number is 95-3559646.
Can I make changes to my order after it has been submitted?

Orders cannot be changed online once they’ve been submitted. If you make a mistake or need to change your order, immediately send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Be sure to provide your order number with a detailed explanation of the change you are requesting. Every effort will be extended to correct your order.
My credit card keeps getting denied even though my card is valid?

There are several reasons why this may happen. Failed AVS Check: This is a common but little known problem that occurs when the billing address you provide in your online order does not match the billing address on record with the bank that issued your credit card. It is your responsibility to make sure that the billing address you provide matches the address on record with the bank that issued your card. Not Enough Credit in Your Account: If there is not enough credit in your account your online order will not be approved. Card Not Recognized: We only accept VISA, MasterCard and American Express at this time. If you attempt to use any other card your transaction will not be approved. You Have Entered Information Incorrectly: Be sure to enter credit card numbers and expiration dates accurately. Also, be sure to enter data to the specifications required for each field.
When will I receive my order?

Orders for DVDs and Workbooks are usually processed within 48 to 72 hours. Orders are not processed on weekends or holidays. Shipping requires another three to five business days depending on where you live in the continental United States.
Do you ship to post office (PO) boxes?

UPS does not ship to PO boxes. You must provide a street address in your order or it will not be processed.
What is your return policy?

There are no refunds or exchanges for digital accounts. Defective or damaged DVDs or workbooks only may be returned for a full refund or exchange. Returns other than for defects must be received by INTELECOM within seven (7) days of the invoice date. Merchandise must be in resalable condition and in its original packaging. On returns received after 7 days of the invoice date, a 20% restocking fee will be assessed and shipping costs are not refundable. All returns must be accompanied by an RMA number (Returned Merchandise Authorization). Contact INTELECOM at (800) 576-2988 to receive an RMA number. Please repack all merchandise carefully, including a copy of any packing slips or receipts, and ship prepaid to INTELECOM.
Where should I ship my return?

Ship returns pre-paid to: INTELECOM, Attn: Customer Returns, 150 E. Colorado Blvd., Suite 300, Pasadena, California 91105-1937.

Use Rights and Restrictions

What use rights come with online streaming and DVDs?

All online streaming and DVD purchases include campus audiovisual use rights for classroom exhibition of the programs. Public performance rights are included. All other rights are reserved by INTELECOM.
Can I duplicate the DVDs?

Your purchase of DVDs for classroom use does not include duplication rights of any kind. While technology exists to duplicate or ‘burn’ copies of DVDs, any unauthorized duplication, replication and distribution of copyrighted works is a violation of federal copyright law.
Do you sell DVDs to customers outside the United States?

To purchase DVDs for use outside the United States, contact our international sales agent: Bill McGowan Director Sales & Acquisitions Distribution Access a division of CTV Inc. Suite 440, 601 - Sixth Street New Westminster, BC Canada V3L 3C1 T. 604 523 6677 Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Broadcast and ITV

What format masters do you make available for broadcast?

We can provide broadcast masters in most available formats including S-VHS, BetacamSP, Digital Betacam, DVC-Pro and DVCam.
Can we digitize programs for purposes of broadcast?

Under a broadcast or ITV license you have the rights to digitize and store the programs on a server for purposes of broadcast or cablecast only. No other use or delivery of the digitized programs is permitted under a broadcast or ITV license.
Does an ITV license allow us to create DVDs off the program masters?

DVDs may not be created under an ITV license but may be purchased at a discount from INTELECOM.
Are transcripts available for your programs?

We make transcripts available for most but not all of our programs. Contact your INTELECOM representative for information about availability.
Do you license programming for broadcast outside the United States?

All programs in the INTELECOM Video Library are available for broadcast worldwide. Contact your INTELECOM representative for information about international rights and licensing.
Do you have separate music and effects tracks on your programs?

Most of the programs that we make available for broadcast include both a separate Music and Effects track and Full Mix Minus Narration.

Digital Rights

Does INTELECOM provide encoded programs for local digital delivery?

With a Digital Rights license, INTELECOM provides you with a high resolution MPEG2 copy of the program along with Excel metadata and electronic caption files. It is the responsibility of the customer to encode the programs (e.g. Flash, H.264, Windows Media, QuickTime) for purposes of local digital delivery.
Are we allowed to create clips from the digitized programs?

Under no circumstances may the programs be edited, re-edited, time-code indexed or bookmarked in such a way as to make standalone clips or short-form segments available from the programs.

Proxy and IP Authentication

How does IP address and proxy server authentication work?

You can configure IP addresses of your institution’s network that this website will use to recognize requests for video access. When configured properly, users with an IP address that falls within the list of authorized IP addresses will be granted access to view videos without further authentication. This is ideal for anyone who wishes to access videos from an on-campus location where you can predict what will be the source IP addresses of your users. Authentication is seamless, and the user will never be prompted to login.

In order for users that reside off-campus to have access to videos, your institution must use a proxy server. This is necessary because it is not possible to reliably predict the IP address of someone using a private internet service provider, as IP addresses are assigned dynamically. Using a proxy server gives the appearance to our servers that the off-campus request is coming from a known on-campus IP address. The proxy server handles authentication using some sort of password-protected page, with user credentials usually supplied from a database or directory, such as LDAP.

There are several proxy server solutions available that can be integrated with existing directory services; a popular one is OCLC’s EZproxy. Most institutions with libraries that subscribe to scholarly journals and electronic databases (such as Ebsco, Lexus Nexus, and others) utilize proxy servers to give access to these materials to users from off-campus. The configuration for access to this site from off-campus will be very similar.

Access via off-campus or on-campus from an allowed IP address or proxy server will allow the user to view content from the Institution Access page without logging in, which is a listing of all licensed content with links to view the media. In addition, direct links to the media will also be permitted for use from those allowed IP addresses or proxy servers.
How do I configure proxy server authentication for off-campus users?