Troubleshooting

Recommended operating environment

  Windows Mac
OS version Windows 7 (32 bit)
Windows 7 (64 bit)
Windows Vista (32 bit)
Windows Vista (64 bit)
Mac OS X 10.7
Mac OS X 10.6
Browser Chrome
Firefox 3.0.1 or later
Internet Explorer 7
Internet Explorer 8
Internet Explorer 9
Internet Explorer 10
Safari 3.2.2 or later
Safari 4 or later
Chrome
Firefox 3.0.1 or later
Safari 3.2.1 or later
Safari 4 or later
[Notes]
*Beta versions of web browsers are not supported.
*Enable the Javascript settings.
*Cookies and SSL must be enabled.
*Certain functions may not be available depending on the specific applications installed on the device, such as virus protection software, or depending on the visual environment.
Playback application Flash Player 10.3 or later
Connection speed ・A connection speed of 600 kbps or faster is required for video playback. To view video at high resolution, a connection speed of about 2.5 Mbps is required.
・To check the speed of your current connection, use the Speed Test tool provided by various Internet sites. Please note that SoftBank is not responsible for the content of these sites.
  Android iPhone/iPad
OS version 4.2
4.1
4
2.3
iOS 6.1 or later
[Notes]
*Same for iPhones and iPads

Browser Standard browser preinstalled on device
[Notes]
*The layout may not be displayed properly in some standard preinstalled browsers.

Standard Safari browser
[Notes]
*Beta versions of web browsers are not supported.
*Enable the Javascript settings.
*Cookies and SSL must be enabled.
*Certain functions may not be available depending on the specific applications installed on the device, such as virus protection software, or depending on the visual environment.
Playback application HTML5 Player
[Notes]
*Playback in Flash mode for devices where Flash Player is installed
HTML5 Player
[Notes]
*Some functions may not work for certain devices and OS versions.
Connection speed ・A connection speed of 600 kbps or faster is required for video playback. To view video at high resolution, a connection speed of about 2.5 Mbps is required.
・To check the speed of your current connection, use the Speed Test tool provided by various Internet sites. Please note that SoftBank is not responsible for the content of these sites.
Android iPhone/iPad
OS version
4.2
4.1
4
2.3
iOS 6.1 or later
[Notes]
*Same for iPhones and iPads
Browser
Standard browser preinstalled on device
[Notes]
*The layout may not be displayed properly in some standard preinstalled browsers.
Standard Safari browser
[Notes]
*Beta versions of web browsers are not supported.
*Enable the Javascript settings.
*Cookies and SSL must be enabled.
*Certain functions may not be available depending on the specific applications installed on the device, such as virus protection software, or depending on the visual environment.
Playback application
HTML5 Player
[Notes]
*Playback in Flash mode for devices where Flash Player is installed
HTML5 Player
[Notes]
*Some functions may not work for certain devices and OS versions.
Connection speed
・A connection speed of 600 kbps or faster is required for video playback. To view video at high resolution, a connection speed of about 2.5 Mbps is required.
・To check the speed of your current connection, use the Speed Test tool provided by various Internet sites. Please note that SoftBank is not responsible for the content of these sites.

Frequently asked questions

Q.

Video playback does not work. What should I do?

A.

Please try the methods below.

  • Check whether your computer or smartphone is a device supported in the Recommended operating environment.
  • Delete your browser's cookies and temporary Internet files, and refresh the page.
    If the above methods do not fix the problem, update Adobe Flash to the latest version.
  • Try another browser.
  • When security software is running, the video may not play back properly. Try playing the video while the security software is stopped. For details on the stop procedure, see the Help or manual for your security software.
  • If you use the security service of your service provider, you may not be able to play video. In this case, try stopping the security service. For details on the stop procedure, contact your service provider.
  • Corporate networks are typically set at a higher security level than home networks, and in certain cases, streaming data communication for video playback may not be available. Please contact your company's network administrator as such cases cannot be effectively addressed by us.
Q.

Video plays back, but playback is not smooth. What should I do?

A.

Playback may be disconnected if your broadband connection does not provide enough speed.
In such case, try pausing video, and then press the Play button again. If video playback is disconnected during Wi-Fi or other wireless connections, try playback over a wired connection.

  • Adobe® Flash™ and Adobe® Reader® are registered trademarks or trademarks of Adobe Systems. Incorporated in the United States and other countries.
  • Internet Explorer and Microsoft Excel® are registered trademarks of Microsoft Corporation in the United States and other countries.
  • The names of other companies, products, and services on this website are registered trademarks or trademarks of the respective companies.