Please read through the areas relevant to your problem. We hope they will answer all your questions, but if they do not, feel free to contact us by emailing support@cantos.com or calling 00 44 (0) 20 7936 1330.
To help us solve your query quickly, include as much information as possible when you contact us:
- Your username (the email address with which you log in to the site)
- Description of what you are trying to do and how it is not working
- Details of any error message you have received
- The operating system you are using, and which version
- Which internet browser you are using
- Which software you use to view emails
Troubleshooting
- How can I use the Cantos website?
- What is my username?
- What do I need to use the Cantos site?
- Why do I get the message 'The supplied login was invalid?'
- I fill out the registration form but nothing happens
- Why can't I see any videos?
- Am I viewing from behind a firewall
- Why can I see video but not hear anything?
- How can I subscribe to emails from Cantos?
- How do I see which email subscriptions I am signed-up for?
- What if I change my email address later?
- Why haven't I received any emails?
- How do I unsubscribe from alerts?
q. How can I use the Cantos website
a. To view content on Cantos you will need to register free with our service. To do this, fill in the short registration form which will appear on the front page when you try to view a programme.
q. What is my username?
a. Your username is the email address you gave us when you registered.
q. What do I need to use the Cantos site?
a. To view video content on Cantos, you will require a moderately fast PC or Apple Macintosh with:
- An internet connection
- An activated sound card
- Flash software to view videos (download from adobe.com)
- Pop-up blockers disabled (for webcasts and Charts of the Week)
- ActiveX enabled (if disabled, a yellow bar should be visible at the top of your browser with an option to enable)
- No streaming media blocks in place in your company (you may have to speak to your IT department to make sure of this)
q. Why do I get the message 'The supplied login was invalid?'
a. This indicates a username problem. Your username is the email address you gave us when you registered.
Please note that usernames and passwords are case sensitive and should be in lower case. Ensure the Caps Lock is off and try again.
If you are still experiencing problems, please email support@cantos.com stating the username that you are trying to use and what happens when you try to login.
q. I fill out the registration form but nothing happens
a. The main cause of a registration failing to go through is that the user has already registered in the past, using the same email address. An email address cannot be registered more than once, so if it is already in our system you will be unable to register it again.
If you registered on Cantos in the past, try logging into the site using your email address.
If this is not the case, please email support@cantos.com or call 00 44 (0) 20 7936 1333. Please include all the information requested by the registration form in your email. It would also be helpful if you could include details regarding the operating system you are using and the internet browser (including version) with which you are viewing the site.
q. Why can't I see any videos?
a. There are several factors that may affect your ability to view video. Our recent programming is available in Flash only. Some of our archived content is available in Windows Media only. Some of these factors and possible solutions are listed below:
Are you using the minimum correct software versions?
You may not have the latest versions of the relevant software. We recommend that you use:
- Flash player 8 or higher
- Windows Media Player 6.4 or higher
- Internet Explorer 6.0 or higher
- Firefox 2.x or higher
- Safari
How high is your Internet Connection Quality & Speed? The number of users with whom your share your connection, and the bandwidth that is used for connection, will affect your Internet connection quality.
For example, if you access the Internet through an ISP or through a network in an office, many users sharing this connection will cause 'congestion', which will reduce the quality of the video. If congestion is the problem, it is likely to be temporary. If you retry later you will usually experience better results.
Is your Internet browser configured correctly? Your software settings may be incorrect. To use the Cantos website, you will need to enable scripting and active content (e.g. enable JavaScript and ActiveX).
q. Am I viewing from behind a firewall
a. Your company or your ISP may restrict your access to the Internet.
A firewall is a system designed to restrict access to or from a private network (e.g. an office network) that is connected to the Internet. Almost every company that has an Internet connection will have a firewall.
Firewalls are used to implement security. Mostly they will restrict unauthorised users getting into the private network. Occasionally they will enforce restrictions on users within the private network who are trying to get out to the Internet e.g. preventing users from visiting certain websites on the Internet or blocking video streaming over the Internet.
You may need to check with your IT department that they are not blocking streaming video. You may be given a password in order to access this, or they can add our site to a list of accepted websites.
We are always happy to discuss this with members of your IT team.
q. Why can I see video but not hear anything?
a. To hear audio you will need an activated sound card. You may need to adjust your speaker sound settings. If you are using Windows, double click on the speaker icon towards the bottom right of your screen. This will bring up the Volume Control window. Ensure that all Balances are set to maximum and that none of the 'Mute' boxes are checked.
q. How can I subscribe to emails from Cantos?
a. Stay informed of new programming by subscribing to our email alerts. Choose one or both of the following options:
- MyCantos - Relevant and targeted emails based on your actual viewing habits. Delivered to your inbox as soon as the videos are published on www.cantos.com.
- Weekly Newsletter - A round-up of all the videos published over the past week on www.cantos.com, sent every Friday.
q. How do I see which email subscriptions I am signed-up for?
a. Go to My Profile (top right of page) to see all email subscriptions that you are currently receiving. You can also use that page to unsubscribe from one or all of your current email subscriptions.
q. What if I change my email address later?
a. You can change the email address you want Cantos to deliver emails to by editing My Profile (top of page). N.B. This will also change your login to the new email address.
q. Why haven't I received any emails?
a. Anti-spam software can sometimes block legitimate emails. To ensure that your email subscriptions always reach your inbox, you can "white-list" emails from Cantos, i.e. tell your spam filter to let messages from Cantos through.
The method for white-listing varies depending on your email software. Often, you can add the address in the "From" line to your Address Book. Alternatively, add the cantos.com domain to your safe senders list or mark it as "not spam".
q. How do I unsubscribe from alerts?
a. Login to www.cantos.com and at the top of the page access My Profile. Select "Never email me", and we never will.
Remember we're always introducing new topics and companies to the site, so why not try our Weekly Newsletter for a low volume email service .
