2010 Insider Technical Support - Start Here!

[Iditarod Insider]

This topic has been created to provide technical support for the Iditarod Insider subscription service. You're welcome to post questions and comments here:

Iditarod Insider Forums

If you need assistance with something that can't be posted publicly (questions about credit card transactions, for example)? Please send an email to insider@iditarod.com and we will reply within 24 hours.

[Iditarod Insider]

Can't Get Past the Login Screen

If you submit your email address and password and just see the login screen again, you need to enable cookies in your browser.

Your Email Address Doesn't Work

Be sure you log in with the original email address you used to subscribe or renew (did you use a work or personal address?). It's okay if you're not using that email address any more, and it's okay if you're not even able to access the old email account. See below for info on changing your email address.

*** Some subscribers have had difficulty signing in using Safari as their browser. If you are having difficulty, try using Firefox or Internet Explorer instead.

Bought a Membership but Can't Log into Insider

Certain levels of Iditarod membership include Insider access. If you've purchased one of those memberships but didn't receive an email with your Insider access information, please email Insider Support at insider@iditarod.com.

You Forgot Your Password

Go to Iditarod Insider and click "Become an Insider/Log In" in the sidebar. Under the login form, click the "Forgot your password?" link. Enter the email address you used to subscribe or renew, and your password will be emailed to you.

Someone is Logged On in Your Name

Insider accounts at the "individual" level are limited to one simultaneous login on one computer -- and one browser. We set a browser cookie on login -- and remove it on logout. If you forget to log out, you might see a "someone is logged on in your name" message. When you see that message, your account is automatically reset -- try logging in again (you may need to wait up to 10 minutes).

How Do My Students/Teachers Log In?

For "classroom" and "school" accounts, students will use the same email address and password that you used to sign up or renew. In the future, we plan to allow for separate student/teacher logins -- but for now, you can (and probably should) make your Insider password different than your email, computer or network password.

[Iditarod Insider]

Change Your Email Address or Password

Go to Iditarod Insider and click the "My Account" link in the sidebar (log in if necessary). You will be able to change your email address and/or password using the form provided.

Change Your Subscription Level

If you would like to upgrade an individual account to a classroom or school account, you will need to email Insider Support at insider@iditarod.com. We are currently unable to change subscription levels online. This also applies to downgrading Insider accounts.

[Iditarod Insider]

Credit Card Declined or Invalid

Is your card "declined" or said to be "invalid" when subscribing or renewing? Verify that there is room on your card for the charge. Double-check your card number (no spaces or dashes between the numbers). Check your security code and expiration date. If it's still not working, please try another card!

Can't or Won't Use a Credit Card?

If you're dead-set against subscribing via credit card -- or you're an educator that needs to do a purchase order and mail a check because of your school's requirements -- please contact the Iditarod Mail Order department at (800) 545-6874 or (907) 373-2710.

Was My Credit Card Charged Twice?

It may appear that your credit card has been charged twice in your online bank statement. This is NOT the case. There are two parts to every transaction -- first an "authorization" to check for room on your card. The second is the actual charge. When the charge is "posted," the authorization will go away -- though with some credit card companies, this can take 24-48 hours.

[Iditarod Insider]

Can See Video But Can't Hear Audio?

Please verify that you can hear audio for other types of Internet content (and otherwise have sound on your computer). Be sure your sound card is functioning, that your speakers are on, and that you have the volume turned up.

Here's a good place to verify that it's a problem you're having with Insider videos and not video content in general:

http://www.youtube.com

Getting an "Insider Media Issue 22306" Message?

If you see this message, it's because you have Javascript disabled in your browser. You will need to enable it -- please see the help files for your browser if you need assistance in doing so.

Only Seeing a Blue Screen Instead of Video?

For Windows Users. If you're able to install Flash Player but only see a "blue screen" instead of a video, this is most often related to a conflict with Norton Internet Security (or Norton Personal Firewall). Try temporarily disabling it to see if this resolves the issue; we're investigating what setting needs to be changed. Some users report that they had to "enable pop-ups" or "set ad-blocking to off." Some Windows XP users report having to enable Active X to resolve this. Please review the information on the following links as well:

http://www.macromedia.com/go/tn_19166
http://www.macromedia.com/go/tn_19479

For Macintosh Users. We've had one report of a user experiencing a similar "blue screen" problem when using the Safari browser. We suggest switching to the Firefox browser, which worked in that instance:

http://www.mozilla.com

Seeing the Same Video Over and Over?

If you see the same video repeatedly, no matter which one you choose, we recommend using the Firefox browser -- particularly if you're on a Macintosh or using the AOL Explorer browser.

http://www.mozilla.com

Please review the information on the following links as well:

http://www.macromedia.com/go/tn_19166
http://www.macromedia.com/go/tn_19479

Is Your Video or Audio Choppy?

If you're accessing Insider content on a dialup connection (NOT recommended), you'll need to "pause" the video clips and let them load before playing to prevent "jerky" video. For live broadcasts, you may be unsuccessful in viewing -- live Internet video generally requires a faster connection than dialup.