Frequently Asked Questions | NBC Sports Gold

WHAT CAN WE HELP YOU WITH?

  • Logging In

  • How do I log in?

    Go to www.nbcsportsgold.com. Enter the email address and password you used to create your account. For your security you may be required to create a new password. We will email you a link to create a new password.

  • I forgot my username and/or password.

    Don't worry. Simply click "I forgot my password" on the log in screen at www.nbcsportsgold.com and follow the prompts. We will email you a link to reset your password.

  • I didn't get the email with the password reset link.

    If you received the confirmation message that an email was sent to you, please check your spam folder and add NBC Sports Gold to your safe sender list. If you are still getting errors or experiencing problems try a different browsers and/or devices and always feel free to contact us at [email protected]

  • I need to watch and I can't log in - Help!

    Not a problem. Let's try this first - make sure you have the correct username and password. Your username is the email address used to create your account. If you have forgotten your password, don't worry. Simply click "I forgot my password" on the log in screen at www.nbcsportsgold.com and follow the prompts. If problems persist, try a different browser and/or devices and always feel free to contact us at [email protected]

  • Troubleshooting

  • The video on my device keeps buffering or is of poor quality. How can I fix this?

    Watching video is available via a 3G or 4G connection, but to experience the highest quality of video, connect to a WiFi signal. You can also improve your video quality by making sure you have installed the latest operating system onto your device. If using wireless internet (WiFi), connect directly to your modem or router with an Ethernet cable.

  • What do I do when the video doesn't start, and is showing a spinner or black screen, or an error message?

    Try the following steps:

    1. Allow 3rd party cookies

    2. Refresh your browser

    3. Upgrade your browser (Older browsers might not be offering you the premium in speed and security to view this content).If you would like the best viewing experience, we recommend that you upgrade to the most recent version of your browser. You can select from the following supported browsers: Firefox, Google Chrome, Internet Explorer, Safari, Microsoft Edge

    4. Update Flash. Our video content is streamed through Adobe® Flash® player.

    5. Before installing Adobe Flash, you will need to first uninstall any older versions you currently have running on your computer. To do so, download Adobe's official uninstaller (Make sure to select your correct operating system, and then "Uninstall Flash.")

    6. Now that you've uninstalled the older version of AdobeFlash, follow Adobe's instructions for reinstalling the most recent version. The download option is on the right-hand side of the page.

    7. Once you have downloaded the file, please exit your browser first, and then install the upgraded version of Adobe Flash to your computer.

    8. Finally, open your browser again and return to the video you wish to view. You should now be able to successfully watch videos.

  • The video stops playing completely.

    Try the following steps:

    1. Refresh your browser

    2. Clear your browser's cache and cookies.


    If the browser you're using or a page you're viewing is displaying problems, try to clear the browser's cache. If that doesn't fix the problem, try to clear the browser's cookies.

  • I cannot hear any audio.

    Try the following steps:

    1. Refresh your browser.


    If refreshing didn't help, try the following:

    1. Adjust the volume control on your computer and speakers.

    2. Restart your internet browser (Internet Explorer, Firefox, Chrome, etc.)

    3. Ensure that the volume is turned up on other video players, such as Quicktime, Real Player, or Windows Media player, as this might affect the video player sound.


    If you still have no sound when playing the video, you may want to try the steps below (in order):

    1. Install the latest version of Adobe® Flash® after removing any old versions you have installed.

    2. Allow third-party Adobe® Flash® content on your computer:

    3. Visit the Adobe® Flash® Global Storage Settings Panel.

    4. The Adobe® Flash® Player Settings Manager should display.

    5. Check the box labeled: "Allow third-party Adobe® Flash® content to store data on your computer."

    6. To ensure the check is accepted please click one of the tabs at the top of that box and then click back to the (Global Storage Settings Panel). The box should still be checked.

    7. Once this is completed, close all of the browser windows and try re-playing the Live Event.

    8. Check your Antivirus and Firewall software to see if you're blocking third party Adobe® Flash® content.

  • My video is choppy or it keeps on buffering.

    Try the following steps:

    1. Refresh your browser

    2. Quit your browser application entirely (Ctrl+Q in Microsoft Windows or Command+Q in Mac OS), quit all other unnecessary applications running on your computer, and then restart your browser. Avoid using multiple tabs.

    3. If using wireless internet (WiFi), connect directly to your modem or router with an Ethernet cable.

  • Can I pause my video?

    You can pause your video, but if the stream ends while you are on pause you will not be able to continue viewing.

  • I am experiencing issues playing video. Does it matter that I have blocked 3rd party cookies?

    Yes, you will need to unblock 3rd party cookies, in order to view videos. In current versions of Firefox, for instance, follow these steps:

    1. In the Firefox menu bar, go to Tools > Options

    2. In the Options screen, select Privacy

    3. Make sure that both "Accept cookies from sites" and "Accept third-party cookies" are checked.

    4. In the "Keep until:" dropdown, select either "they expire "or "I close Firefox"

    5. Click OK to close the Options screen.

    6. Force-reload the page by doing Shift-Reload (Hold down the Shift key on the keyboard, while clicking the Reload button in the browser's button bar.)

    The videos should now play successfully

  • I get a "Video not loading" error that doesn't go away. What do I do?

    Try the following steps:

    1. Check your 3rd party cookies. You need them enabled (in Firefox, Chrome and Safari you set it directly, in IE you need to set a privacy level of "Medium High" or lower)

    2. Check to see if you have an anti-virus, anti-malware or other proxy software (such as Net Nanny) running on your machine or corporate/campus network that may be blocking (or impacting) access to the streams.

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