FiOS Help & Support
FiOS Media Manager Troubleshooting Guide
FAQs

FAQs - Removable Devices

Q: Why is my device not detected by Verizon Media Manager?

A: The device should be in either mass storage mode or MTP mode in order to be detected by VMM. If you have an SD Card on the device, you can turn on mass storage mode by selecting the options menu on your device.
For example: If the device is LG Dare, LG Voyager, LG Env2

Go to Settings & Tools -> Tools -> USB Mass storage
If the device is BlackBerry
Go to Memory options and select the option to turn ON Mass storage and set it to automatically connect in mass storage mode when connected.
For other devices, see the specific user manual.

Q: What is mass storage mode?

A: Most of the devices support mass storage mode. If you have an SD Card on the device, you can turn on the mass storage mode by selecting the appropriate options on the device. When you connect your device to the PC and if the option is set on the device, then you can check for the following:

  1. Open my computer
  2. Look for drive letter: Removal media (E:\) - If you already have other devices plugged in, then the drive letter would be F: or G:
  3. Double click on the drive letter and make sure it is accessible from Internet Explorer.

Q: What is MTP?

A: Media Transfer Protocol (MTP) from Microsoft is used to transfer music between the device and the PC. To use your device in MTP mode, you need to have Windows Media Player 10 or above. If the device supports MTP, you can turn on the MTP mode by selecting the appropriate option on the device.
For Example: If the device is VCAST Mobile from Verizon wireless

Go to My Music -> Sync Music; or Go to Media center -> Music & Tones -> Sync Music (Option 6)
Note: for Verizon Wireless phones, the MTP transfer is limited to device to PC/laptop because of their VCAST product.
If the device is BlackBerry
Go to Options -> Turn on MTP when connected

Q: Why can't I import music from my VCAST Mobile phone?

A: VCAST mobile from Verizon Wireless does not support the copy of the music from device to PC.

Q: Why I can't I play music on the STB from my VCAST Mobile Phone?

A: VCAST Mobile phones do not support the import of the music from another device, therefore it is not possible to play the music on the STB.

Q: How do I set my VCAST Mobile phone to music sync so I can interface with Verizon Media Manager?

A: Go to Media Center -> Music &Tones -> Sync Music or My Music -> Sync

Q: How do I turn on mass storage mode on my device?

A: If the device is LG Dare, LG Voyager, LG Env2

Go to Settings&Tools -> Tools -> USB Mass storage
If the device is BlackBerry
Go to Memory options and select the option to turn ON Mass storage and set automatically connect in mass storage mode when connected.
For other non-Verizon Wireless devices, please review the individual user manual.

Q: I am having trouble getting my BlackBerry recognized as an MTP device?

A: A few of the BlackBerrys require that the USB driver be installed on the PC to be recognized as MTP device.
The drivers can be downloaded from the following location
https://www.blackberry.com/Downloads/browseSoftware.do

Q: Can I copy music from my BlackBerry to PC?

A: Yes, import of Music is supported both in mass storage and MTP mode for the Blackberry.

Q: Can I copy music from PMP devices to PC?

A: Yes. You must put your device in the proper mode so that Verizon Media Manager can successfully interface.

Q: Is Photo/Video transfer supported in MTP mode?

A: VCAST Mobile phones do not support Photo/Video transfer. For other devices, this feature shall be added in future releases.

Q: Can I transfer Rhapsody subscription music to my VCAST Mobile phone?

A: Yes, but you must use the Rhapsody application to download it.

Q: How do I resolve Connect Failure message on my device?

A: Select the CLR or END button on device.
Unplug the device from PC
Plug-in the device to PC
Select the option to start MTP on the device
If the device does not connect to PC, try connecting to a different port on PC.

Q: I have connected my Blackberry Storm but Verizon Media Manager does not recognize it. What can I do?

A: The Blackberry Storm, along with other Blackberrys, has a setting that must be user-enabled. Go to Options > Memory and set both "Mass Storage Mode Support:" to ON and "Auto Enable Mass Storage Mode When Connected:" to YES.

Q: I have connected my iPod but Verizon Media Manager is not finding all of my media from that iPod. What can I do?

A: iPod memory can contain both encrypted and non-encrypted files. Verizon Media Manager will only scan the non-encrypted files. In addition, you must enable the "Hard Disk usage" to ON through iTunes and then Verizon Media Manager will be able to scan and import the media files. However, Verizon Media Manager will still be limited to the media files that Windows Explorer is able to detect.
To determine which files are readable, connect the iPod and open Windows Explorer on the PC. The media files seen in Windows Explorer should also be displayed in Verizon Media Manager when the iPod is scanned.
Some files, like from iTunes, are in DRM format which is a proprietary form that cannot be accessed on other devices.

Q: Verizon Media Manager does not see my cell phone/device. What can I do?

A: There are two ways to do this for Verizon Wireless phones:

  • Connect the phone via the USB port and then select the 'Sync Music' option from the phone's Media Center to perform the music transfer. Note: this is limited to only a phone to PC transfer. 'Sync' Mode: On the Verizon phone, click on the 'Media Center' icon, then select 'Music & Tones' and then 'Sync Music'. A display will show the Sync Music screen.
  • Connect the phone via the USB port and then select 'Settings & Tools' and then 'Tools' and then 'USB Mass Storage.' Note: this allows for bi-directional transfers.
For non-Verizon phones:
  • Connect the phone via the USB port then select the 'Enable USB' option from the phone's menu to perform the media transfer. 'Enable USB' Mode: Non-Verizon phones differ on changing to USB mode, check the user guide.
For other devices, the steps required to having Verizon Media Manager see the device varies and you should consult your user manual.

Q: I requested a bitrate of 375 kbps for a video transfer from my pc to my removable device. Instead, it was 316 kbps. Why isn't it what I asked for?

A: There are two possibilities:

  • The requested bit rate degraded the video too much so an alternate bitrate by Verizon Media Manager was used for maximum quality.
  • The video did not contain enough information to transcode at the higher bitrate.

Q: I connected my removable device, chose 'No' when asked to scan the media, then clicked "Add Folder(s) to Library" and chose the drive for the removable device. The folder(s) appear but are empty. Why?

A: Choose 'Yes' when asked to scan the media when the device is first connected. This is a known issue and will be fixed in the next release.

Q: I copied some music files from my PC/laptop to my removable device and noticed that the Genre on my device does not match what is shown on the PC/laptop. What happened?

A: This is a known issue and will be fixed in the next release.

Q: I have a Motorola Razr with a 2GB SD card. When I connected it to the PC/laptop and clicked 'Yes' to scan the device after putting it in 'Sync' mode, it took a long time to scan. Why was it so slow?

A: This is a known issue with the Motorola device.

FAQs - PC

Q: How do I scan for media?

A:

  1. In Verizon Media Manager, select File and then Launch Scan Wizard and select one of the options to proceed.
  2. Or click on and select media folders to add media to the library.
Verizon Media Manager will then scan for photo, video, and music files and add any folder in the library.

Q: How do I check whether I have the latest version of Verizon Media Manager?

A: From the Help menu, select Check for Updates. If you do not have the latest version, you will be prompted to download the upgrade. Upon startup, Verizon Media Manager automatically checks for the most recent version and will prompt you to download the newer version if one is found.

Q: How do I remove all scanned photo, video, or music folders?

A: You can remove all media within your Verizon Media Manager by clicking File and then Remove All Media. You will receive a confirmation message; click Yes to remove.

Q: How do I adjust the volume?

A: Click and hold on the volume slider at the bottom:

  1. Drag to the right to increase the volume.
  2. Drag to the left to decrease the volume.

Q: Why can't I see all the songs/pictures/videos in my Verizon Media Manager music/photo/video folders that I can see in my Windows file system?

A: If you have added or removed songs, videos, or photos since your original scan, they might not have been detected by Verizon Media Manager. If this is the case, you may refresh the scanned music folder by following these steps:

  1. Right-click on the folder in the Scanned Music/Photo Folders tab that you would like to rescan.
  2. Click Rescan Folder.
Note: Verizon Media Manager will not scan folders/files which have long path and names.
The folder will rescan and you'll see changes since your original scan.

Q: Some of my songs do not play in Verizon Media Manager and are skipped in my playlist. Why does this happen?

A: In most cases, these files have been encoded in variable bit rate format. This method is used primarily to reduce the size of audio files. Verizon Media Manager does not support playback of these types of music files.

Q: What Firewall settings should I set up in my PC when using Verizon Media Manager?

A: If your PC has the Windows XP Operating System with SP2 and you are using the Windows XP firewall:

  1. Go to your Windows System Tray.
  2. Select Start.
  3. Select Settings.
  4. Select Control Panel.
  5. Select Windows Firewall Settings.
  6. You will see 3 tabs in the Windows Firewall Settings window - General, Exceptions and Advanced.
  7. Select Exceptions tab.
  8. Check the list of Programs and Services - If Verizon Media Manager is included in this list and has a check mark you are good to go, else
  9. Select the Add Program button.
  10. Choose the Verizon Media Manager software (MediaManager.exe and VTServer.exe) to be added to the Exceptions list.
You should now be able to see your devices in the Verizon Media Manager TV interface.
Note: If you have personal firewall software installed in your PC (e.g. McAfee, Symantec, Zone Alarm) or are using the Verizon Internet Security package you will need to add the Verizon Media Manager software to the firewall's exceptions list to enable detection on the TV in your in-home network.
For directions, please refer to the review the Firewall Setup section of this document or the Help section of your firewall software and type the following query "Adding software to the exceptions list".

Q: Where does Verizon Media Manager save log files?

A: Click on Start, then Run. Type "%appdata%\Verizon\Verizon Media Manager" and select OK to open Windows Explorer.

Q: I have music and photos on a USB drive or on an external network drive. How do I create music playlists or photo slideshows with these files?

A: To do this you must first import the pictures into your computer's local hard drive. Simply plug in the device to your computer while Verizon Media Manager is running. Verizon Media Manager will automatically prompt you to scan the contents of the USB or external network.
To store this media within the Verizon Media Manager folders, utilize the Drag and Drop process to move the media to the desired playlists or folders.
The new slideshow should now be listed on your TV.

Q: What type of media files does Verizon Media Manager support?

A: Verizon Media Manager supports the following file formats:
For Photos, Verizon Media Manager supports JPG/JPEG, GIF, PNG and BMP.
Note: The default scan setting will only import photos in the JPG format and greater than 10 KB. You can change these settings in Tools > Settings > Scanning.

For Music, Verizon Media Manager supports MP3, WAV, WMA and M4A (unprotected AAC).
Note: The default scan setting will not scan files in the WAV format and files shorter than 7 seconds. You can change these settings in Tools > Settings > Scanning.

Important Note: Some supported video files may not be playable because the codec used to create the video is not supported. A codec encodes a data for transmission, storage or encryption, or decodes it for playback or editing. Supported Video Codecs in AVI/MP4 files: MJPG, M4S2, XVID, DIVX, WMV, MPG, FLV1, VP6F, and MP42.
Supported Audio Codecs in AVI/MP4 files: wma, qcelp, raw-pcm, mp3, m4a, mpga, and adpcm.
For Video, Verizon Media Manager supports AVI, WMV, FLV, 3GP/3G2, MPG (non-MPEG2 videos), MP4/M4V (non-H.264 videos).
Note: The default scan setting will not scan files in the 3GP/3G2 format and files shorter than 3 seconds. You can change these settings in Tools > Settings > Scanning.

Q: How can I check the codec of a particular video if it is not getting scanned?

A: Open the file in "Windows Media Player" and click on "File/Properties" to check the video codec. Some of the files may not be opened in Windows Media Player in which case they can be opened if any other video player is installed to check the video codec.

Q: I have an .AVI file that plays in Windows Media Player but Verizon Media Manager is not able to scan/play it. Why does this happen?

A: AVI is a container format and can have audio/video encoded using various codecs. Verizon Media Manager does not support all audio/video codec types. Please refer to the supported Audio and Video codec list.

Q: I have an .MPG file that Verizon Media Manager is not able to scan/play. Why does this happen?

A: MPG files can have videos encoded using MPEG-1 or MPEG-2 codecs. Verizon Media Manager does not support MPEG-2 encoded videos. Only MPEG-1 Videos are supported at this time.

Q: Verizon Media Manager 3.0 is not able to scan my .MPEG files. Why not and what should I do?

A: This is a known issue. Please rename your .MPEG files to .MPG and rescan your files/folders.

Q: Some of the video files have been removed from my playlist after an upgrade. Why did this happen?

A: Please refer to the supported video files list above.

Q: When I play a video in Verizon Media Manager on the PC, an ActiveMovie window pops up. What should I do?

A: Please exit your Verizon Media Manager application and re-launch it. If the issue persists, send us your video file to investigate the root cause.

Q: When I try to play DRM songs on my PC, Verizon Media Manager displays a message that I do not have a valid DRM license to play the song but the progress bar keeps moving. Why does this happen?

A: DRM songs are protected and cannot be played. The progress bar is a known issue and will be fixed in the next release.

Q: Verizon Media Player cannot play some zero duration songs that Windows Media Player is able to play. Why not?

A: This is a known issue and will be fixed in the next release.

Q: I cannot make the Musical Slideshow for Photo Folders feature work on my STB since upgrading to Verizon Media Manager. Why not?

A: This is a known issue and will be fixed in the next release.

Q: Why am I not able to search any internet videos on the PC or FiOS TV/STB?

A: Step 1: please check if you are able to connect to the Internet. Open "Internet Explorer" and open http://www.google.com/
Step 2: when the PC has software like netnanny.com, which blocks web site access or allows access to only some web sites, Internet videos on PC and FiOS TV will not work. The result will be the same if you search for any keyword on veoh.com - you will get a message on the PC which states the access is blocked. Expect the same behavior from a search via the FiOS TV/STB.

Q: Why can't I launch a slideshow on the PC?

A: If Flash is not installed or is not properly registered, then Verizon Media Manager cannot play a slideshow on the PC. Please install the FP_AX_CAB_INSTALLER.exe file found at the following site then try launching the slideshow again.
https://fpdownload.macromedia.com/get/shockwave/cabs/flash/swflash.cab

Q: When I perform an Internet video search, I don't see as many results in Verizon Media Manager as I do when I go directly to those sites. Why?

A: Verizon Media Manager has contractual obligations with these Internet video web sites and must filter out those videos that do not meet the contractual criteria.

Q: The installation of Verizon Media Manager aborted before it completed. What should I do?

A: Execute the following:
Click on Start and select Run. Type "regsvr32 C:\WINDOWS\system32\vbscript.dll" on the command line and click Ok.
This will register the VBScript component which is required by Installer to execute some custom actions.
Note: This issue could be seen in new VISTA OS machines.

Q: The Verizon Media Manager installation process is failing to start or is returning an installation termination message at the beginning of the installation. What should I do?

A: It is likely that the installer engine in your machine is corrupted. To re-install the installer engine follow these steps.

  1. Navigate to the location C:\Program Files\Common Files\InstallShield\Driver and delete all folders and files from there.
  2. Install the MediaManager application which will first install the install engine which will trigger the MediaManager installation to complete.

Q: I know there is a newer version of Verizon Media Manager but the automatic upgrade failed. What should I do?

A: Perform a clean installation as follows:

  1. Make a backup of the folder contents C:\Documents and Settings\<userName>\Application Data\verizon.
  2. Uninstall MediaManager: Click on Start and select Settings, then Control Panel, then Add/Remove Program, then find and click on Verizon Media Manager. Click Remove.
  3. Install the fresh MediaManager from http://www36.verizon.com/fiostv/web/
  4. Overwrite the folder contents from the backed up copy to C:\Documents and Settings\<userName>\Application Data\verizon.

Q: I have multiple DVRs. How do I use Verizon Media Manager? Can I stream between them?

A: The DVR that you choose as the Home Media DVR will become your 'hub' DVR. After you subscribe to the Home Media DVR feature, you will be able to access Verizon Media Manager from all of your DVRs. You can also have multiple computers in any combination of PC and/or MAC connected together and running the Verizon Media Manager client, but each computer can only stream to one DVR at a time.

Q: I am using Windows XP SP2. When I tried to run an MPG file that is a home video, I receive an error on the TV that the video cannot be run at this time. The video runs fine on the PC. Any suggestions?

A: This is a known issue in soda. 3ivx is not able to transcode some MPG files to MP2T.

Q: I receive "Error, Verizon Media Manager cannot access contents at this time, please try again later" when I try to access any Verizon Media Manager video on my TV. My PC/laptop is using Windows XP SP2. What can I do?

A: This could be 3ivx installation issue. Re-registering 3ivx dlls could fix this issue (register.bat).

Q: I am using Vista Operating System and cannot install the client. What can I do?

A: Make sure to log in as an Administrator prior to attempting the installation. This installation error may be caused by a lack of privilege.

Q: I am trying to Sign In to the Store, but my username and password are failing. What can I do?

A: If you do not have a current .net account or have forgotten your username and/or password for a current .net account, you can register a new account or get help in remembering your username and/or password by clicking on the appropriate option below.

If you need to register for a new username and password, click on the Register Now button and you will prompted to verify your existing account then supply a unique username and password combination.
If you have forgotten your password, you will be prompted to verify your existing account and then will be allowed to change your password.

Q: In Starz Play, I clicked on a preview then clicked on another while the first was playing. The video froze. What can I do?

A: This is a known issue with the player. Sometimes the title changes and sometimes not, but the video stops. It will be fixed in the next release.

Q: My internet service failed while I was purchasing a product in the Verizon Media Manager Store.

A: Workaround: None. The error message states, "We are unable to process your request. Please try again later." which does not clarify that the PC/laptop is not to the Internet. This is a known issue and will be fixed in the next release.

Q: I occasionally see my screen display randomly 'jittering' back and forth. Why is this happening?

A: This is a known issue but has been a rare occurrence with no identified resolution.

Q: Verizon Media Manager gets very slow when I try to make a purchase in the Store.

A: This is a known issue with the interface with Internet Explorer and we are working on a resolution.

Q: Verizon Media Manager did not inform me that I was trying to purchase a product that I had already made until I was far into the purchase process. Why can't I be told sooner?

A: The best way to avoid this is to Sign In and review your product purchase status before starting a purchase. The series of screens for the purchase process are displayed to collect information. When the complete set of data is collected, it is sent to the database and only then do we know that the purchase has already been made.

Q: I connected my camera in Verizon Media Manager and clicked on one when it was displayed but the Date Created and Camera Date fields were all zeros. What's wrong?

A: This is a known issue with certain devices and we are working on a resolution.

Q: I am having trouble with the ‘Authorize my PC’ feature. What can I do?

A: The Security DRM upgrade may have failed. Follow these steps to perform an upgrade:

  1. Exit Media Manager using File > Exit.
  2. Reset the Windows Media DRM by renaming the Windows Media DRM folder. Note that the Windows Media DRM folder is a hidden system folder. To view hidden files and folders, follow these steps:
    1. Click Start, and then click My Computer.
    2. On the Tools menu, click Folder Options, and then click the View tab.
    3. Click "Show hidden files and folders".
    4. Untick (clear) the "Hide protected operating system files" check box.

      The following are the typical locations of the Windows Media DRM folder, depending on your operating system version:
      • Windows Vista/Windows 7: C:\ProgramData\Microsoft\Windows\DRM
      • Microsoft Windows 2000 and Windows XP: C:\Documents and Settings\All Users\DRM
    5. Rename the DRM folder as "DRM_001".
  3. Note: if you rename the DRM folder, you will lose the DRM licenses already stored on your PC/laptop and will need to renew them by accessing the application for each.

    If you are unable to locate the DRM folder, repeat steps 2b - 2d again. If you still cannot locate the DRM folder, then do a system search. For example, in Windows XP, click START > Search > For files or folders. Then type 'DRM' and click the 'Search' button.

  4. For normal DRM update, download and install the Windows Media DRM component at: http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp?force=1

    If you receive error message like "The file that you are trying to use requires a software component on your computer to be upgraded....", then click on this link instead: http://go.microsoft.com/fwlink/?LinkID=75378

    1. If there is a message "This website wants to install the following add-on: 'mf' from Microsoft Corporation. If you trust the website and the add-on and want to install it, click here." displayed on the Info Bar at the top of your browser window, click on this Info Bar and a drop-down menu will be displayed. Click on "Install Active-X Control" option.
    2. Once installed, click the 'Upgrade' button to continue.
    3. Launch Media Manager, select the desired movie and click on Download. This will prompt to authorize the PC.

FAQs - TV

Q: What do I do if I don't see a playlist or slideshow on my TV menu?

A: You must make sure that you have created a playlist or slideshow on your PC/Laptop and have the Unhide option activated for your TV menu in the application.

Q: Why do I encounter distortions in video/audio when I play them on TV/PC?

A: There are many factors which can affect the quality of a video including:

  • Efficiency with which the video was recorded.
  • Ability of your PC to decode/play high bit rates, resolutions etc.
  • Efficiency of the compression technique employed.
The following are suggestions on how to improve video quality:
  • Use a better quality encoder or compression technique or recording mechanism. For example, a video recorded on your cell phone is built for display on small screen sizes. When we try to display on TV, the quality might degrade, particularly in the full screen mode.
  • Be sure your PC has enough resources to play the video. Check the CPU usage on your PC. It is preferable to keep it below 10% usage when Verizon Media Manager is not running.
Do not use high quality formats such as HD video or audio recorded in 7 channels since Verizon Media Manager does not support those formats.

Q: When I try to play music, a slideshow with music, or watch a video with Verizon Media Manager I am having problems with sound on my TV. What can I do?

A: We have known audio issues for certain combinations of TV model and cable but are working to resolve them.

Q: When I play a video in Verizon Media Manager on TV, an ActiveMovie window pops up on the PC and the video stops playing on TV after some time. Why does this happen?

A: This is a known issue and will be fixed in the next release. Please share your video with us for investigation.

Q: I have music files that seem to skip during playback on the TV. Why does this happen?

A: Verizon Media Manager does not support high bit rate audio files for playback on the TV. Please check your audio files to be sure that they do not exceed 192Kbps (kilobits per second).
The suggested audio bit rate is 128 Kbps (kilobits per second) to ensure the best quality of music playback.
If you still experience audio playback performance issues, discontinue the use of the Multi-Room DVR feature and try Verizon Media Manager again.

Q: I am not able to play any Videos on my TV or I get the following error while playing Local/Internet Videos on my TV: "Verizon Media Manager is not able to play this video at this time. Please try again later." What can I do?

A:

  1. Exit the Verizon Media Manager application.
  2. Open the Task Manager and check if the VTServer.exe process is running. If yes, then terminate it by clicking "End Process".
  3. Launch Windows Explorer and open the folder where Verizon Media Manager is installed on your PC. Open the Release subfolder and run Register.bat file.
  4. Re-launch the Verizon Media Manager application and click on "Video Component Check" and click on "Yes" for the message box that follows.
  5. If the problem still persists make a copy of "Verizon Media Manager" folder from: %appdata%/Verizon\ Verizon Media Manager.

Q: Why are some Videos very choppy on TV?

A: The source web server for Internet video files could be slow. In such cases the video will pause and play. It also depends on the internet connectivity and it's bandwidth.

Q: Can photos, videos, and music be streamed to my TV if I have a wireless network at home?

A: Yes, Verizon Media Manager photos, videos, and music can be streamed to the STB/TV over a wireless network.
However it is recommended that you have at least an 802.11b network to ensure optimum Verizon Media Manager performance. Also, other devices in the home (microwaves and 900MHz cordless phones) can cause interference with your wireless network. This may halt communication between your PC and your TV. If this happens often we recommend using a wired connection.

Q: Will Verizon Media Manager be able to play my photos, videos and music on the TV when I am logged into my corporate VPN (Virtual Private Network) on my computer?

A: Virtual Private Networks (VPNs) are highly secured by firewalls which can prevent detection of your PC on the TV interface.
It is necessary that you sign out of your VPN before trying to access Verizon Media Manager on your TV.
If the VPN has installed a firewall that does not get deactivated when exiting, you will have to make sure that:

  1. UDP Port 5050 is open. This port is used to discover devices.
  2. TCP Port 18000 and 18001 are open. These ports are used for media streaming.

Q: I see "MTU - please restart your PC" displayed on my Set-Top Box. What does this mean?

A: A critical registry entry has been updated on your PC. Please restart your PC so Verizon Media Manager application can read the new entry. This is a required change for Verizon Media Manager to stream videos to TV.

Q: Why am I not able to search any internet videos on PC or STB?

A: First, please check if you are able to connect to the Internet. Open "Internet Explorer" and open http://www.google.com/
Second, when the PC has software like netnanny.com, which blocks web site access or allows access to only some web sites, Internet videos on PC and FiOS TV will not work. The result will be the same if you search for any keyword on veoh.com - you will get a message on the PC which states the access is blocked. Expect the same behavior from a search via the STB.

Q: I have multiple DVRs. How do I use Verizon Media Manager? Can I stream between them?

A: The DVR that you choose as the Home Media DVR will become your 'hub' DVR. After you subscribe to the Home Media DVR feature, you will be able to access Verizon Media Manager from all of your DVRs.
You can also have multiple computers in any combination of PC and/or MAC connected together and running the Verizon Media Manager client, but each computer can only stream to one DVR at a time.

Q: I am using Windows XP SP2. When I tried to run an MPG file that is a home video, I receive an error on the TV that the video cannot be run at this time. The video runs fine on the PC. Any suggestions?

A: This is a known issue in soda. 3ivx is not able to transcode some MPG files to MP2T.

Q: I am using Windows XP SP2 and receive "Error, Verizon Media Manager cannot access contents at this time, please try again later" when I try to access a Verizon Media Manager video, home or Internet, on my TV. What can I do?

A: This could be 3ivx installation issue. Re-registering 3ivx dlls could fix this issue. (register.bat).

Q: On the TV, I launched Verizon Media Manager while on a locked/unsubscribed channel and chose a photo album to view and then pressed the EXIT button on the remote. The locked/unsubscribed channel video displayed for several seconds.

A: This is a known behavior that cannot be corrected.

Q: I clicked Tools > Media Manager Settings and chose to use the Video Quality of 'Default' (see figure) then played a video on the TV. I changed the Video Quality to 'High' but could not see a difference when I played the video again. What happened?

A:

If 'Default' is selected, then the quality is based on the source video's bit rate. When 'High' is selected, the quality should transcode to that bit rate. This is a known issue.

Q: I was watching a video on the TV using Verizon Media Manager and the PC/laptop was put into Standby mode. The video paused but the progress bar continued as if it was still playing.

A: This is a known issue.

Q: On the TV, I performed a search of Internet videos and selected to play the first video in the results. The second one displayed "The requested operation has timed out. Please try again." Why can't I play the other videos?

A: This is a known issue and we are working on a resolution.

Known Issues

Q: Verizon Media Manager 3.0 is not able to scan my .MPEG files. Why not and what should I do?

A: Workaround: Please rename your .MPEG files to .MPG and rescan your files/folders.

Q: When I try to play DRM songs on my PC, Verizon Media Manager displays a message that I do not have a valid DRM license to play the song but the progress bar keeps moving. Why does this happen?

A: DRM songs are protected and cannot be played.
Workaround: None. The progress bar issue will be fixed in the next release.

Q: Verizon Media Player cannot play some zero duration songs that Windows Media Player is able to play. Why not?

A: Workaround: None. This is a known issue and will be fixed in the next release.

Q: I cannot make the Musical Slideshow for Photo Folders feature work since upgrading to Verizon Media Manager. Why not?

A: Workaround: None. This is a known issue and will be fixed in the next release.

Q: The installation aborted before it completed. What should I do?

A: Workaround: Execute the following:
Click on Start and select Run. Type "regsvr32 C:\WINDOWS\system32\vbscript.dll" on the command line and click Ok.
This will register the VBScript component which is required by Installer to execute some custom actions.
Note: This issue could be seen in fresh VISTA OS machines.

Q: I am using Windows XP SP2. When I tried to run an MPG file that is a home video, I receive an error on the TV that the video cannot be run at this time. The video runs fine on the PC. Any suggestions?

A: Workaround: None. This is a known issue in soda. 3ivx is not able to transcode some MPG files to MP2T.

Q: I am having problems with sound on my TV when I try to play music, a slideshow with music, or watch a video with Verizon Media Manager. What can I do?

A: Workaround: None. We have known audio issues for certain combinations of TV model and cable:

  1. 7216 HDMI cable for Sony Bravia Model XBR9 TV (can hear audio with analog audio output) - version 1.62 and 1.7.
  2. 7216 HDMI cable while tuned to an un-subscribed channel - version 1.7 only.
  3. Mix of audio with live TV with 7216 HDMI cable when tuned to a scheduled recording channel through the tuner conflict prompt - version 1.7 only.

Q: When I play a video in Verizon Media Manager on TV, an ActiveMovie window pops up on the PC and the video stops playing on TV after some time. Why does this happen?

A: Workaround: None. This is a known issue and will be fixed in the next release. Please share your video with us for investigation.

Q: In Starz Play, I clicked on a preview then clicked on another while the first was playing. The video froze. What can I do?

A: Workaround: None. This is a known issue with the player. Sometimes the title changes and sometimes not, but the video stops. It will be fixed in the next release.

Q: I connected my removable device, chose 'No' when asked to scan the media, then clicked "Add Folder(s) to Library" and chose the drive for the removable device. The folder(s) appear but are empty. Why?

A: Workaround: Choose 'Yes' when asked to scan the media when the device is first connected. This is a known issue and will be fixed in the next release.

Q: On the TV, I launched Verizon Media Manager while on a locked/unsubscribed channel and chose a photo album to view and then pressed the EXIT button on the remote. The locked/unsubscribed channel video displayed for several seconds.

A: Workaround: None. This is a known behavior that cannot be corrected.

Q: I clicked Tools > Verizon Media Manager Settings and chose to use the Video Quality of 'Default' (see figure) then played a video on the TV. I changed the Video Quality to 'High' but could not see a difference when I played the video again. What happened?

A:

Workaround: None. If 'Default' is selected, then the quality is based on the source video's bit rate. When 'High' is selected, the quality should transcode to that bit rate. This is a known issue.

Q: My internet service failed while I was purchasing a product in the Verizon Media Manager Store.

A: Workaround: None. The error message states, "We are unable to process your request. Please try again later." which does not clarify that the PC/laptop is not to the Internet. This is a known issue and will be fixed in the next release.

Q: I copied some music files from my PC/laptop to my removable device and noticed that the Genre on my device does not match what is shown on the PC/laptop. What happened?

A: Workaround: None. This is a known issue and will be fixed in the next release.

Q: I have a Motorola Razr with a 2GB SD card. When I connected it to the PC/laptop and clicked 'Yes' to scan the device after putting it in 'Sync' mode, it took a long time to scan. Why was it so slow?

A: Workaround: None. This is a known issue with the Motorola device.

Q: I occasionally see my Verizon Media Manager screen display randomly 'jittering' back and forth. Why is this happening?

A: Workaround: None. This is a known issue but has been a rare occurrence with no identified resolution.

Q: I was watching a video on the TV using Verizon Media Manager and the PC/laptop was put into Standby mode. The video paused but the progress bar continued as if it was still playing.

A: Workaround: None. This is a known issue.

Q: On the TV, I performed a search of Internet videos and selected to play the first video in the results. The second one displayed "The requested operation has timed out. Please try again." Why can't I play the other videos?

A: Workaround: None. This is a known issue and we are working on a resolution.

Q: Verizon Media Manager gets very slow when I try to make a purchase in the Store.

A: Workaround: None. This is a known issue with the interface with Internet Explorer and we are working on a resolution.

Q: Verizon Media Manager did not inform me that I was trying to purchase a product that I had already made until I was far into the purchase process. Why can't I be told sooner?

A: Workaround: Sign in and review your product purchase status before starting a purchase. The series of screens for the purchase process are displayed to collect information. When the complete set of data is collected, it is sent to the database and only then do we know that the purchase has already been made.

Q: I connected my camera in Verizon Media Manager and clicked on one when it was displayed but the Date Created and Camera Date fields were all zeros. What's wrong?

A: Workaround: None. This is a known issue with certain devices and we are working on a resolution.