CNNgo Troubleshooting Instructions
There is possibly an issue validating your video pass or authenticated status. Please try the following in order to clear the error:
TO CLEAR YOUR CACHE AND REFRESH THE PAGE:
TO RESET YOUR DRM SETTINGS:
For Mac and PC Users on all browsers except Google Chrome:
For Google Chrome users:
TO ENABLE THIRD PARTY COOKIES:
Internet Explorer/Windows:
Google Chrome Users:
Firefox on Mac:
Third-party cookie settings are available in the Preferences window's Privacy panel:
Firefox on Windows:
Safari on Mac:
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- First, try refreshing your browser and/or different browsers. It is very likely there is an error with the specific configuration of your computer. You can also try removing browser extensions.
- Clear your cache and re-try. See cache clearing instructions below.
- Ensure you only have one instance of the CNNgo app running.
- Ensure your Flash Player is up to date. Check whether your Flash Player is up to date.
- Ensure that you have third party cookies enabled. See full cookie enabling instructions below.
- Ensure you are not in incognito mode or private browsing mode on your browser.
- You may need to reset your DRM settings. See DRM reset instructions below.
TO CLEAR YOUR CACHE AND REFRESH THE PAGE:
- PC Users: Press control + F5 to refresh the page.
- Mac Safari Users:
- Press command + option + E to clear your cache.
- Press command + R to refresh the page.
- Mac Firefox or Chrome Users: Press command + shift + R to refresh the page.
TO RESET YOUR DRM SETTINGS:
For Mac and PC Users on all browsers except Google Chrome:
- Right Click over the video Player
- Select "Global Settings"
- Click "Delete All..."
- For Mac users: Select the check-box to "Delete all Audio and Video License Files"
- Click "Delete Data"
- Refresh the application
- Go to Settings
- Select "Show Advanced Settings"
- Under Privacy click "Clear Browsing Data..."
- Ensure the "Content Licenses" box is checked
- Click "Clear browsing data"
TO ENABLE THIRD PARTY COOKIES:
Internet Explorer/Windows:
- Open the settings dropdown (cog logo)
- Open "Internet options"
- Go to the "Privacy" tab
- Below "Select a setting for the Internet zone" select "Default" as the privacy slider setting
- Close the Internet options window by clicking "OK"
- Reload the application and you should be able to login
- Copy and paste chrome://settings/content into you browser address bar and hit enter
- Ensure that "Allow local data to be set" is selected
- Ensure that the "Block third party cookies and site data" is NOT checked
- Reload the application in your browser and you should be able to log in successfully
Third-party cookie settings are available in the Preferences window's Privacy panel:
- On the menu bar, click on the Firefox menu and select Preferences...
- Select the Privacy panel
- Set "Firefox will:" to "Use custom settings for history"
- Set "Accept third-party cookies" to "Always"
- Close the Preferences window
- Reload the application and you should be able to login
- Click on Firefox Menu in top left
- Select "Options" in menu
- Select "Privacy" from top menu of Options window
- For "Firefox will:" dropdown, select "Use Custom Settings For History"
- Check "Accept cookies from sites"
- Next to "Accept third-party cookies", select either "Always"
- Next to "Keep Until", select either "Ask me every time" or "they expire"
- Close the Preferences window
- Reload the application and you should be able to login
- Click on "Safari" in the top left corner
- Select "Preferences"
- Click on "Privacy"
- Where it says "Cookies and website data:" select "Always allow"
- Close Preferences
- Quit Safari
- Relaunch Safari and you should be able to login
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