Resources

WATCH ABC Frequently Asked Questions

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ABC7 is taking another giant step into the digital future with the premiere of WATCH ABC, an app that will allow viewers in the New York area to watch a live stream of Channel 7 programs online and on their iPhones/iPads and other devices! Below are some frequently asked questions if you are accessing WATCH ABC.

If you have a question or need support for something that is not covered below, please call
WATCH ABC Customer Care: 1-800-230-0229.
You can also use our feedback form.


Top Questions

   What is WATCH ABC?       back to top

WATCH ABC is a new way to experience ABC - anytime, anywhere. Whether you're at home or out and about, you can enjoy your favorite ABC TV shows, sports, and local news and weather on your smartphone, tablet, or computer - LIVE* and ON DEMAND.

The WATCH ABC Live Stream is a special new benefit brought to you by ABC7 and participating TV Providers at no additional cost. In select U.S. cities, you can now watch the Live Stream of ABC7. You must be located within each available station's local viewing area and must verify your participating TV Provider account for access to the WATCH ABC Live Stream.

WAYS TO GET WATCH ABC:

On your computer:
www.WATCHABC.com

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

On supported Android and Kindle Fire tablets by searching WATCH ABC on Google Play or Amazon.com
.

* Live Stream is currently available in the following areas: Philadelphia, New York City, Los Angeles, Chicago, San Francisco, and Raleigh-Durham. You must be located within each available station's local viewing area and must verify your participating TV Provider account for access to the WATCH ABC Live Stream in your area. It's included with your TV subscription services. Program substitutions may apply.


   Why isn't the Live Stream available for my location?       back to top

The WATCH ABC Live* Stream for ABC7 is determined by your physical location. You must access the WATCH ABC Live Stream within each available station's local viewing area. Although it's currently available in select U.S. cities, we are working to make it available to all of our viewers. If your TV Provider isn't currently participating, go to GETWATCHABC.com to ask for it!

WATCH ABC is brought to you by ABC7 and participating TV Providers at no additional cost.

* Live Stream is currently available in the following areas: Philadelphia, New York City, Los Angeles, Chicago, San Francisco, and Raleigh-Durham. You must be located within each available station's local viewing area and must verify your participating TV Provider account for access to the WATCH ABC Live Stream in your area. It's included with your TV subscription services. Program substitutions may apply.


   How can I get the WATCH ABC Live Stream? Is there an extra charge?       back to top

WATCH ABC is brought to you by ABC7 and participating TV Providers at no additional cost.

For access to the WATCH ABC Live Stream, go to the Live section and enable the location detection on your supported web browser or app. You must be located within each available station's local viewing area and must verify your participating TV Provider account . It's included with your TV subscription services. Program substitutions may apply for Live programming.


   Why doesn't the Live Stream match what's on my live TV broadcast?       back to top

The content programming in WATCH ABC Live Stream may differ from what's on your TV screen. Program substitutions may apply.


   What are the minimum system requirements?       back to top

WATCH ABC requires these minimum system requirements for viewing on a computer:

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 require that you enable location detection on your browser.


   Which mobile devices are supported? Are the apps free to download?       back to top

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
Download "WATCH ABC" on the App Store

Android / Kindle tablets:
Kindle Fire (2nd Gen), Kindle Fire HD 7.0", Kindle Fire HD 8.9"
Google Nexus 7" & 10"
Samsung Galaxy Tab 2 7" & 10.1"
Samsung Galaxy Note 8" & 10.1"
Download "WATCH ABC" on the Amazon Appstore for Android or Google Play Store. Other tablets with Android 4.0+ may also work. We do not have an app for Android phones at this time.


Devices not supported:
If your device has the supported version of Adobe Flash listed in our system requirements, you may find that our site works in your mobile browser, but we do not support devices not listed and cannot guarantee that WATCH ABC will work as intended on your device.


   Is WATCH ABC available outside the U.S.?       back to top

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

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?       back to top

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.


Video Playback Issues


   How do I install or upgrade the Adobe Flash Player?       back to top

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?       back to top

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

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 enable Javascript? How do I do this?       back to top

The WATCH ABC site uses cookies and javascript to improve your viewing experience. They allow us to give you a more robust user interface, which is the means by which you interact with the content on the web pages.

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.


   Why do I have to accept cookies? How do I do this?       back to top

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."


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

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

2) Navigate to http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html
Select "entitlement.auth.adobe.com" and uncheck the box "Never Ask Again"
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.       back to top

Please try the each of 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. Clear cache and cookies on your browser, and try to play back episode again.
7. Restart your computer and try again.

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


   Video playback stalls or is choppy.        back to top

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 and try 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, which can drain memory or processing power.
6. Disconnect other Internet (e.g. Wi-Fi) connected devices that may be connected at the same time.
7. Restart your computer and try again.

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


ABC7 Programming


   I can't find the episode that I was watching anymore.        back to top

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 episodes get added to the player?        back to top

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


Player Features


   Can I resume playing a full-episode video from where I left off?        back to top

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?        back to top

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 app support iCloud for syncing between iOS devices?        back to top

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.


   Can I stream my iOS device to my apple TV using Airplay?        back to top

Sorry, Airplay on Apple TV is not currently supported.


    While downloading the app, the download got stuck before finishing.        back to top

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?        back to top

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.


    My TV and Internet provider aren't the same. Which one do I use?        back to top

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


If you need additional help, please contact the WATCH ABC Call Center at 1-800-230-0229
M-F: 6am - 7pm PT, Sat: 6am - 12pm PT