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WebTV for Windows

Support Issues with Microsoft WebTV for Windows

The list below should help you answer some of the more common questions from customers about Microsoft Web TV for Windows.

  • I can't get your TV software to work with my video card

    There are many TV tuner cards available in the market STB TV PCI, IX-Micro Turbo TV or the ATI All-in-Wonder VGA card. Only two cards are supported, the ATI All-in-Wonder and ATI All-in-Wonder Pro cards. The drivers in Microsoft Web TV for Windows are written specifically for the chipsets in the two ATI cards. Customers using other cards should be able to use the software that ships with their TV tuner card; however, they will not be able to use Microsoft Web TV for Windows.

  • I get a "Web TV for Windows could not find the necessary hardware" error

    Often times this error means that the drivers between your sound card and the ATI card are not "binding" together.
    Make sure your devices are listed in device manager. If they are not, run Add New Hardware from Control Panel.
    If the customer has the proper card and still only sees three options from the Program Guide Go To… button, check MSInfo or Device Manager.

  • I can't get Sound

    Be sure you have the ATI card connected to your sound card (and that any volume controls on the hardware itself are properly adjusted).

  • Nothing Happens

    "I have Web TV for Windows installed with an ATI All-In-Wonder (Pro) video card. The ATI Movie Player will find the channels but Web TV for Windows does nothing. I click on start scan and it just sits there. I clicked on Start Scan for every channel and after I got to channel 99 it gave me a broadcast error."
    Or,
    "I downloaded the Program Guide from my cable TV provider and it says Loader running may take approximately 10 minutes. I let that stand for about 1 hour and it did nothing."
    Make sure the customer did not install the release version of Windows 98 over a beta version. Make sure all the ATI drivers are present in the Sound Video and game controllers section of Device Manager. It should list the following:

    • ATI TuneP, WDM TVTuner
    • ATIXBar, ATI WDM Video Audio Crossbar
    • Bt829, WDM Video Capture
    • Closed Caption Decoder
    • NABTS/FEC VBI Codec

    If these devices are not listed, run Add New Hardware in Control Panel.

  • My Cable Company Changed the Channels Again

    If the cable company adds new channels then you will need to scan for channels again. When you start WebTV for Windows the first time, it runs you through a "Scan Channels" process. If you have completed the scanning of channels and wish or need to do so again, go to the Configuration Channel, choose "Go To", and select "Scan For Channels." The Guide Plus+ site is owned by a third party. Given the frequency that cable companies change their channels, it might take some time for the site to have the changes updated.

  • I have an ATI All-in-Wonder card but the TV doesn't work

    Ask if the customer is using Multiple Display Support. If the answer is yes, make sure the ATI card is the primary card. Disable the second card in the Display Properties, Settings tab. Web TV for Windows does not work if the ATI card is the secondary display card.

  • I Can't View More than One Channel on my ATI Card

    Web TV for Windows does not allow for "picture in a picture" or multiple simultaneous channel viewing. The ATI box advertises the ability to view 16 channels at once and picture in a picture viewing. This capability is not in the Web TV for Windows.

  • My ATI Software no Longer Functions

    This is an either/or scenario. Either use Microsoft Web TV for Windows or the ATI utilities that shipped with the card. If the customer prefers to use the ATI utilities, reinstall their software and it should work fine.

  • How do I Change Contrast and Brightness?

    The ATI All-in-Wonder drivers do not provide a way to alter the brightness, contrast, or color characteristics of the video.

  • Why over 30MB for installing Web TV for Windows?

    Most software shipping with the TV tuner cards only take about 5MB of disk space. Microsoft Web TV for Windows installs several tools, components, BMP, WAV and AVI files to assist viewers in configuring the Program Guide.

  • Why does it take so long to download content?

    This occurs during vertical retrace. This is the time period in which a television signal is not visible on screen because of the vertical retrace (that is, the repositioning to top of screen to start a new scan). A portion of the VBI is used for transmitting enhancements and data services. It can take about 10 minutes before seeing content. Also, if you change channels and return to the original program, the transmitting needs to start over.

  • Why does it take a while to get Closed Captioning?

    This occurs during vertical retrace. This is the time period in which a television signal is not visible on screen because of the vertical retrace (that is, the repositioning to top of screen to start a new scan). A portion of the VBI is used for transmitting closed captioning, and can take about a minute before the triggers and captioning begin downloading.

  • There is no choice to scan for channels

    "I've installed Windows 98, changed the jumper on the card and installed Web TV for Windows. All the listings appear in Device Manger, but the Web TV for Windows configuration does not offer a choice to scan for channels. When it's through, I cannot watch TV."

    You may have your color palette set too high. Exit Web TV for Windows. In Control Panel, open the Display icon and click on the Settings tab. Change colors to True Color (24 bit).

  • Scanning for channels is slow.

    "Everything appears to be working great, but during configuration scanning for channels was incredibly slow. Also, it seems slow when I switch channels.

    The jumper to allow VBI reception on the ATI All In Wonder card is set to disable. Please check with the documentation provided with your ATI All In Wonder card on how to safely change the jumper.

  • The Get Now option during configuration does not download

    "I'm able to watch television and can download the EPG data from the website, but it will not download it if I choose the Get Now option during configuration. I also know that a local television station is transmitting some enhanced television shows, but I do not see any of the enhancements. I've even tried to enable Close Captioning, but never see anything."

    The jumper to allow VBI reception on the ATI All In Wonder card is set to disable. Please check with the documentation provided with your ATI All In Wonder card on how to safely change the jumper.