June 2006

Video Issues

Thanks again to all of you for your valuable feedback. We’re aware that some of you are still experiencing trouble getting video working in the player, and we’ve found that 99% of the time the issue is related to one of 3 things:
Issues:

1. Not having a current enough version of DirectX (We require DirectX 9.0c and suggest you’re running Windows XP Service Pack 2). You can check the directX version by going to the start menu, clicking on run, and typing in dxdiag and then hitting ok. You’ll see the directX version down at the bottom of the page.

2. Not having current enough video drivers for DirectX ( 9.0c support required). In the dxdiag application – see issue #1 for how to run this – under the Display tab, you can try and run the DirectDraw and Direct3D tests. If all tests run successful and Mosaic is not working properly, please contact us.

3. Not having a video card that will work at all with DirectX 9.0c – see instructions under issue #2 above.

Possible resolutions:

1. Upgrade Windows to Service Pack 2 and DirectX to 9.0c. Downloads available via Windows Update, or here: WinXP SP2 and here: DirectX 9.0c

2. Contact your video card manufacturer or computer manufacturer via their website and download the latest drivers for your video card. You can find the video card and version under the dxdiag application as noted in issue #1 above. After the driver upgrade, try and run the tests again as noted in issue #2 above and see if you get better results.

3. If all else fails, you may need to purchase a newer video card for your computer. Please contact your computer manufacturer prior to doing this, as they may have a workaround or advice on the issue. Unfortunately, in order to provide an application we feel best adds to the baseball viewing experience, we need to use newer technology which necessitates the use of the latest DirectX features. We hope to continue to develop the technology and hope you’ll upgrade with us as we progress.

Thanks again for all of your help and patience as we work through this process.

Best,

Justin

UPDATE: Release Notes

Hi all.. for those of you having Address verification issues, we rolled out a change this evening that should resolve the problems you’ve been seeing and will no longer ask you to launch mlb.tv. Please just put your address and credit card into the popup form and hit ok – we’ll take the submission and cache the information securely so you won’t need to enter it again. We use this information to ensure that you’re properly blacked out based on your location, if we’re unable to utilize other methods to determine where you are. Again, thanks for your patience and looking forward to feedback here.
Update: Thanks to feedback from a number of you, we’ve rolled out some additional changes and believe this to be functioning properly now. Please write in if you’re still experiencing issues with address verification after today.

Thanks,

Justin

Panel 2 Video Quality

As previously mentioned, we’re upping the video quality on Panel 2 for a little while to gauge response. It may cause some of your systems to buffer more than in the past. It will be running at approx. 700kbps for video and 96kbps for audio for a total of 796 kbps for the evening. Email in and let us know how it works for you!
Thanks,

Justin

Feedback Format

The guys over at Strongspace wrote a great little posting on support tickets. For those of you sending in feedback – the commentary below might be helpful! (Here’s the original: http://weblog.strongspace.com/tips-and-tricks/how-to-write-the-perfect-support-ticket )
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Thanks to everyone who has sent in feedback and bug reports. Every single one helps us to improve the service we provide. The most helpful reports are detailed and succinct descriptions of what you’re experiencing.

Here’s a less than helpful report:

Subject: Help!
This thing doesn’t work! I don’t see anything!

Here’s a report that makes it a little easier for us to track down the issue:

Subject: Inconsistent MLB.TV Mosaic Blackout
Hello. I’m having trouble viewing the Yankees game in the Mosaic. When I log in to the Mosaic as “user@website.mlb.com” I see a blackout window shade over the Yankees game. However, if I log into the website with the same user, I can watch the game.

If it helps, I have a 2 Ghz Pentium with 512 MB RAM and I’ve installed Direct X 9.0c and .NET framework 1.1.

I can watch any other games so I suspect the application is fine, but I’d really like to see my team in all of its Mosaic goodness.

Comments

Thank you all for all of the comments on the blog so far. Due to the speed of your responses, i think its going to be a bit easier to consolidate all of this via email. Please continue to send feedback to mosaic@website.mlb.com, and the team and I (in addition to our CS team) will be reviewing your notes. I’ll post some of them up here, when they are issues that have been brought up by the group, as opposed to responding individually.
Thanks,

Justin

Where is the Mac Version?

Many of you have written in asking about the Mac Version! We appreciate all of the feedback, and want you to know that we haven’t forgotten about you (in fact, many of us here are mac users as well). The Mac version is currently under active development, and as soon as an early access beta is available, we’ll be notifying you here and via email for those that have expressed interest. In the meantime, thank you for the support.

Installer Questions

Here’s a quick update on the install process for some of you that have asked questions about it. The MLB.TV Mosaic uses the latest in video technology to overlay the user interface on top of the mosaic video and present the application as you see it. In order to ensure that your machine will be compatible, we perform some tests during the installation process so that once installed, it should work on your machine.
If you see errors such as “Unable to create VMR”, it can mean two things. First, and most common, you might need to upgrade your video card drivers to the latest version. You can generally find drivers from either your computer manufacturer (ex. Dell, Gateway, Lenovo, etc.) or from the specific manufacturer of your video card (ex. ATI, NVidia, etc.). Specifically, we require support for DirectX 9.0c, so when you check with them you can use that as a benchmark.

For those of you who have upgraded your video card drivers, and are still not able to get the installer to run – please write in to mosaic@website.mlb.com or comment here and we’ll take another look at specific issues. However, the solution in this case is largely going to be you may need to purchase a newer video card to get the mosaic to work. We’re continuing to work on optimising the application, and hopefully in the future will be able to offer a version that is less resource intensive.

Thanks,

Justin

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Multiple Login Issues

A number of you have written in reporting issues with the Mosaic or the MLB.com site reporting that your account has been logged in too many times after using the Mosaic. We’ve added some additional functionality in our release this evening that we believe should resolve a number of these issues that have been reported. Once you’ve received the update, we’d appreciate feedback from you all as to whether or not this resolved your specific issues.