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WATCH ABC - Frequently Asked Questions for Desktop and iOS Devices

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FREQUENTLY ASKED QUESTIONS

  • What is "WATCH ABC"?
  • Why isn't the Live Stream available for my location?
  • How can I get the "WATCH ABC" Lives tream? Is there an extra charge?
  • Why doesn't the Live Stream match what's on my live TV broadcast?
  • What are the minimum system requirements for my computer?
  • Which mobile devices have the WATCH ABC app? Are the apps free to download?
  • Is WATCH ABC available outside the U.S.?
  • Is closed captioning available?
  • When do new episodes get added to the player?
  • How can I watch videos in Full Screen mode?
  • Computer, Cookies, JavaScript, and Internet browser questions
  • WATCH ABC and Apple TV
  • Does the WATCH ABC app support iCloud for syncing between iOS devices?
  • What if my TV provider and Internet provider aren't the same? Which one do I use?
  • Video Playback Issues
  • WATCH ABC Call Center Information

    6abc and the ABC Network take another giant step into the digital future with the premiere of WATCH ABC, an app that will allow viewers in the Philadelphia area to watch a live stream of 6abc programs online and on their iPhones and iPads! Below are some frequently asked questions if you are accessing WATCH ABC online from a computer or laptop:

    WHAT IS "WATCH ABC"?

    WATCH ABC is a new way to experience ABC television! Watch your favorite TV shows and local programming - LIVE or ON DEMAND - at home or on the go.

    NEW LIVE STREAM*! In select U.S. markets, you can now watch the local Live Stream of your ABC station. You must be located within each available station's local viewing area. Program substitutions may apply.

    WAYS TO GET WATCH ABC:

    On your computer:
    www.WATCHABC.go.com

    On supported Apple mobile devices:
    "WATCH ABC" app in the App Store.

    * Live Stream is currently available in Philadelphia and New York City area only. Starting July 1, 2013, simply verify your eligible TV provider account for continued access to the Live Stream.

    WHY ISN'T THE LIVE STREAM AVAILABLE FOR MY LOCATION?

    The WATCH ABC Live Stream* is currently only available in select U.S. markets. We're working to add new locations! Go to our Live page to view the current available markets.

    The Live Stream for your local station is determined by your physical location. You must access WATCH ABC within each available station's local viewing area. Program substitutions may apply.

    If you'd like to be notified when we roll out the Live Stream for the local U.S. station in your area, go here to Get Notified.

    * Live Stream is currently available in Philadelphia and New York City area only. Starting July 1, 2013, simply verify your eligible TV provider account for continued access to the Live Stream.
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    HOW CAN I GET THE "WATCH ABC" LIVE STREAM? IS THERE AN EXTRA CHARGE?

    Currently the WATCH ABC Live Stream preview is only available in the New York City area and Philadelphia. You must be within each available station's local viewing area.

    Starting July 1, 2013, simply verify your eligible TV provider subscription for continued access to the Live Stream. There's no extra charge, it's included with your eligible TV subscription services.

    WHY DOESN'T THE LIVE STREAM MATCH WHAT'S ON MY LIVE TV BROADCAST?

    The content programming in WATCH ABC Live Stream may differ from what's on your TV screen. Program substitutions may apply.
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    WHAT ARE THE MINIMUM COMPUTER SYSTEM REQUIREMENTS?

    1. You must have a high speed Internet connection with consistent download speeds of 1.5 Mbps or better.

    2. You must have Adobe Flash Player 10.2 or above installed.

    3. You must enable Javascript and accept cookies.

    Windows

    1. 2.33GHz or faster x86-compatible processor, or Intel® Atom" 1.6GHz or faster processor for netbooks
    2. Microsoft® Windows® XP (32-bit), Windows Server® 2003 (32-bit), Windows Server 2008 (32-bit), Windows Vista® (32-bit), Windows 7 (32-bit and 64-bit)
    3. Internet Explorer 7.0+ (IE 9.0+ for Live Stream), Mozilla Firefox 8.0+, Google Chrome 17.0+, Safari 5.0+
    4. 128MB of RAM (1GB of RAM recommended for netbooks); 128MB of graphics memory

    Mac OS

    1. Intel Core" Duo 1.33GHz or faster processor
    2. Mac OS X v10.6 or v10.7
    3. Safari 5.0+, Mozilla Firefox 8.0+, Google Chrome 17.0+
    4. 256MB of RAM; 128MB of graphics memory

    Linux

    Not supported at this time

    For the Live Stream location check, we recommend that you enable location detection on your browser.

    WHICH MOBILE DEVICES HAVE THE "WATCH TV" APP? ARE THE APPS FREE TO DOWNLOAD?

    The WATCH ABC apps are free to download and are available on the following mobile devices.

    Apple mobile devices with iOS 5.0 or above:
    iPad, iPad mini, iPhone, iPod touch (on the App Store)

    Devices not supported at this time:
    We do not support any other mobile devices (including Android devices), Internet connected TVs, set-top boxes, or gaming consoles. If your device has the required version of Adobe Flash listed in our system requirements, you may find that our site works in your Internet browser, but we do not support such devices and cannot guarantee that WATCH ABC will work as intended on your device.
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    IS "WATCH TV" AVAILABLE OUTSIDE THE U.S.?

    WATCH ABC is only available if you're physically located within the U.S. and its territories (including Puerto Rico, Guam, Saipan, Bermuda, American Samoa, U.S. Virgin Islands).

    Also, you must not access WATCH ABC via an anonymous proxy IP address. Please use our online feedback form to submit a ticket if you're incorrectly getting an Out of Country message.

    IS CLOSED CAPTIONING AVAILABLE?

    Closed captioning is available for all video-on-demand (VOD) full-episodes. Click on the "CC" logo on the player controls to turn on or off closed captioning.

    For WATCH ABC Live Stream, most shows have closed captioning available.

    For any issues regarding closed captioning, the best way to contact us is to use our online form to submit a ticket. Alternatively, you can contact Khai Tran, Disney-ABC Digital Media, at DigitalClosedCaptioning@abcplayersupport.com. Please include "Closed Captioning" in the subject of your email.

    You may also contact us by phone at 818-962-4096, by fax at 818-450-0493 or by mail at 3800 West Alameda Ave., Burbank, CA 91505. Please note that this is for closed captioning inquiries only.
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    VIDEO PLAYBACK ISSUES

    HOW DO I INSTALL OR UPGRADE THE ADOBE FLASH PLAYER?

    On the computer, our video player requires Adobe Flash 10.2 or above. Download the free Adobe Flash plug-in on Adobe's website.

    http://get.adobe.com/flashplayer

    WHY AM I GETTING AN "OUT OF THE COUNTRY" ERROR MESSAGE?

    WATCH ABC is only available if you're physically located within the U.S. and its territories (including Puerto Rico, Guam, Saipan, Bermuda, American Samoa, U.S. Virgin Islands).

    Also, you must not access WATCH ABC via an anonymous proxy IP address. Please use our online feedback form to submit a ticket if you're incorrectly getting an Out of Country message.

    WHY DO I NEED TO ENBALE JAVASCRIPT? HOW DO I DO THIS?

    To Enable Javascript  Instructions depending on your browser:

    Google Chrome

    1. Select Chrome in the menu bar.
    2. Choose Preferences.
    3. Click "Show advanced settings&" at the bottom of the browser.
    4. Click Content Settings in the "Privacy section."
    5. Select Allow all sites to run JavaScript in the 'JavaScript' section.
    6. Click Done to update.

    Mozilla Firefox (mac)

    1. Select Firefox in the menu bar.
    2. Choose Preferences.
    3. Choose Content from the top navigation.
    4. Select the checkbox next to Enable JavaScript.

    Internet Explorer

    1. Select Tools from the top menu.
    2. Choose Internet Options.
    3. Click on the Security tab.
    4. Click on Custom Level.
    5. Scroll down until you see the section labeled "Scripting."
    6. Under "Active Scripting," select Enable and click OK.

    Apple Safari

    1. Open the Safari menu on your browser's toolbar.
    2. Choose Preferences.
    3. Choose Security.
    4. Select the checkbox next to Enable JavaScript.
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    WHY DO I HAVE TO ACCEPT COOKIES? HOW DO I DO THIS?

    Cookies can be used to tell you what is new since your last visit and to store your login information so you don't have to enter it on each visit.

    Enable Cookies - Instructions depending on your browser:

    Internet Explorer

    1. Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start button > Settings > Control Panel).
    2. Click Network and Internet
    3. Click the Internet Options icon.
    4. Select the Privacy tab.
    5. Click Advanced.
    6. Select ""Override automatic cookie handling"" under the ""Cookies"" section in the Advanced Privacy Settings window.
    7. Select the ""Accept"" or ""Prompt"" option under ""First-party Cookies.""
    8. Select the ""Accept"" or ""Prompt"" option under ""Third-party Cookies."" (If you select the ""Prompt"" option, you'll be asked for approval every time a website attempts to send you a cookie.) 9. In the Internet Options window, click OK to exit.

    Mozilla Firefox for Windows

    1. Click Settings.
    2. Click Privacy in the top panel.
    3. Set "Firefox will:" to "Use custom settings for history."
    4. Check the box next to "Accept cookies from sites" to enable cookies.
    5. Click OK.

    Mozilla Firefox for Mac

    1. Select Firefox from the menu bar
    2. Select Preferences.
    3. Click Privacy.
    4. Set "Firefox will:" to "Use custom settings for history."
    5. Check the box next to "Accept cookies from sites" to enable cookies.

    Google Chrome for Windows

    1. Click the Tools menu.
    2. Click Settings.
    3. Click "Show advanced settings&" at the bottom of the browser.
    4. Click Content settings in the "Privacy" section.
    5. Select Allow local data to be set to allow both first-party and third-party cookies. If you only want to accept first-party cookies, check the box next to ""Block all third-party cookies without exception.""
    6. Click Done to update.

    Google Chrome for Mac

    1. Select Chrome in the menu bar.
    2. Choose Preferences.
    3. Click "Show advanced settings&" at the bottom of the browser.
    4. Click Content settings in the "Privacy" section.
    5. Select Allow local data to be set to allow both first-party and third-party cookies. If you only want to accept first-party cookies, check the box next to ""Block all third-party cookies without exception.""
    6. Click Done to update.

    Apple Safari 1. Select Safari in the menu bar.
    2. Select Preferences.
    3. Click Privacy in the top panel.
    4. Under "Block cookies" select "From third parties and advertisers."

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    I'm getting an Adobe Flash shared objects error message.

    The Adobe Flash shared objects error message occurs when your Flash storage settings are either too limited or set to "None." In order to resolve this issue, follow these steps:

    1) Navigate to http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager03.htmll

    1. Uncheck the box "Never Ask Again"
    2. Use the slider to increase your storage settings to "Unlimited"

    2) Navigate to http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.htmll

    1. Select "entitlement.auth.adobe.com" and uncheck the box "Never Ask Again"
    2. Use the slider to increase your storage settings to "Unlimited"

    3) Reload the WATCH ABC page that you were on.

    Video does not play at all.

    Please try the steps below to resolve your issue:

    1. Confirm that your computer or device meets our minimum system requirements.

    2. Check your Internet download speed (Internet download speeds should be 1.5 Mbps or better). Your wifi or mobile signal indicator does not correlate to your download speed. There are a number of web sites where you can conduct a free "Internet speed test."

    3. Check to see if you can view videos from other sites.

    4. Refresh your browser or close your browser or app and re-open it.

    5. Close other computer applications that may be open at the same time.

    6. Disconnect other Internet (e.g. Wi-Fi) connected devices that may be connected at the same time.

    7. Restart your computer as a last resort.

    If the problem persists please contact us via our online feedback form.

    Video playback stalls or is choppy.

    Playback should not stop or stall under normal circumstances; however, video delivery may be disrupted during periods of network congestion, poor Internet connections, when too many Internet connected devices are connected at the same time, or when too many computer applications are open at the same time.

    Please try one or all of the following:

    1. Confirm that your computer or device meets our minimum system requirements.

    2. Check your Internet download speed. Internet download speeds should be 1.5 Mbps or better. Your wifi or mobile signal indicator does not correlate to your download speed. There are a number of web sites where you can conduct a free "Internet speed test." Do an Internet search.

    3. Refresh your browser or close your browser or app and open it again.

    4. Drag the rewind scrubber back in time several minutes in the program timeline.

    5. Close other computer applications that may be open at the same time.

    6. Disconnect other Internet (e.g. Wi-Fi) connected devices that may be connected at the same time.

    7. Restart your computer as a last resort.

    If the problem persists please contact us via our online feedback form.
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    ABC Programming

    I can't find the episode that I was watching anymore. That particular episode or program may have expired and is no longer available on our site. If the content programming has expired, we unfortunately no longer have the rights to distribute it online.

    The expiration for each show, episode, and movie varies, but expiration messaging will appear on each video content one week before it's due to expire.

    WHEN DO NEW ESPISODES GET ADDED TO THE PLAYER?

    New episodes of included shows are typically added to WATCH ABC the day after they broadcast on TV.
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    Player Features

    CAN I RESUME PLAYING A FULL EPISODE VIDEO FROM WHERE I LEFT OFF?

    Yes, if you're on the same computer and Internet browser, the player will automatically remember where you left off and allow you to resume the video you were watching.

    Select the "ME" section to see your viewing history and resume your video, if it has not expired.

    HOW CAN I WATCH VIDEOS IN FULL SCREEN?

    Full Screen viewing is available. To get into Full Screen mode, move your mouse over the video player and the player controls should appear. Click the icon on the far right in the player controls, which should expand the player to full screen.

    When in Full Screen mode you can exit by clicking the icon again. The player control bar will disappear after a few seconds once the mouse has been inactive. To get the player control bar to re-appear just move the mouse. Another way to get out of Full Screen mode is to click the ESC key on your computer.

    Mobile Apps

    DOES THE "WATCH ABC" APP SUPPORT iCLOUD FOR SYNCHING BETWEEN iOS DEVICES?

    Yes, the WATCH ABC app supports iCloud for syncing between iOS devices. This syncing features allows you to maintain your viewing history and resume videos across devices. iCloud must be activated on all devices for this feature to work.

    To check whether you have iCloud enabled, tap on "Settings" from your home screen, then "iCloud." If you're not signed in to iCloud, you must sign in with your Apple ID and password. You must also sign in to iCloud on your other iOS device(s) using the same Apple account.
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    CAN I STREAM MY iOS DEVICE TO MY APPLE TV USING AIRPLAY?

    Sorry, Airplay on the Apple TV is not currently supported.

    While downloading the WATCH ABC app, the download got stuck before finishing.

    If the app download icon appears stuck, you will need to delete and reinstall the app. Follow the steps below:

    1. Touch and hold any application icon on the Home Screen until the icons start to wiggle.
    2. Tap the "x" in the corner of the application you want to delete.
    3. Tap "Delete" to remove the application and all of its data from your device.
    4. Press the Home button.
    5. Go to the App Store.
    6. Search for "WATCH ABC" and then download it again.

    Verify TV Provider

    What if I forgot my TV provider's username and/or password?

    If you have forgotten your TV provider's username or password, you can retrieve your login info directly from your provider's help and support site.

    WHAT IF MY TV PROVIDER AND INTERNET PROVIDER AREN'T THE SAME? WHICH ONE DO I USE?

    Please verify using your login info for your TV provider, not Internet provider.

    WATCH ABC CALL CENTER

    WATCH ABC CALL CENTER

    If you need additional help, please contact the WATCH ABC Call Center at 1-800-230-0229.

    M-F: 9am - 10pm ET Sat: 9am - 3pm ET

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