Product Overview
Technical Requirements
Payment, Account Information, Free & Gift Downloads
Technical Troubleshooting
Getting Further Support
Product Overview (top)
What programs are available as video downloads? (top)
A wide selection of television programs are available from Discovery's family of networks, including the Discovery Channel, Animal Planet, TLC and more.
How do I purchase video downloads? (top)
Browse by category or search for the title of your choice then "Add to Cart." On the Confirmation Page in Checkout you'll find a link to your download. Before you make your purchase, please make sure your computer and Internet connection meet our system requirements.
How many times can I download a video? (top)
Videos can only be downloaded once. You may, however, transfer a digital video file to another computer. Each digital file will play on a maximum of three devices. If you encountered an error when downloading a video for the first time, please contact customer care.
Technical Requirements (top)
What are the system requirements? (top)
To successfully view video downloads, your computer must have:
- Windows 2000 or XP*
- Internet Explorer 5.5 or higher (6.0 and above recommended)
- Windows Media Player 9 or higher (10 and above recommended)
- Screen resolution of 1024x768 or higher
- A broadband (high-speed) Internet connection
- Internet Explorer's "Privacy & Security" settings set to the default "Medium" setting
- Firewalls and pop-up blockers disabled. (Firewalls may be raised after the successful receipt of a license and the initiation of the video stream.)
*Unsupported Windows Versions: We are unable to provide support or troubleshooting for issues relating to older versions of Windows, such as Windows 95/98, or pre-release/beta versions of the Windows OS. Support for Windows Vista will be introduced shortly.
Mobile Platforms: Windows operating systems on mobile platforms (Windows CE, Windows Mobile) may not contain the required Digital Rights Management (DRM) components and are therefore not currently supported. This policy also applies to non-Windows mobile platforms.
How many of my computers can access my video downloads? (top)
You can access your purchased video downloads from a maximum of three computers. For example, you will be able to access your video download from your work and home desktops, as well as your laptop. Free downloads may be accessed on one computer. For further information, see "Why did I get a 'Maximum Licenses' notification?" FAQ.
How many times, and for how long, can I watch my video download? (top)
You have unlimited viewing access to the content you purchased. Free downloads may be viewed for 30 days.
Do I need to install special software to view my video download? (top)
Yes. We use a proprietary Media Manager that allows you to view your video downloads. See "What is the Discovery™ Media Manager?" FAQ for more information.
What is the Discovery™ Media Manager? (top)
Discovery™ Media Manager is a proprietary program that allows you to view your video downloads. This software is installed, via ActiveX, when you download your first item, or can be initiated manually by clicking the "launch player" button on the My Downloads page. If you are using the required Internet Explorer browser, you will be prompted to install the Media Manager and a security banner will appear at the top of the browser window.
To launch Discovery™ Media Manager, click the banner and select the Install option to begin. Once installed, a Media Manager Icon will be present on your desktop and in the system tray (located in the bottom right hand corner of your screen).
Can I use other media players like QuickTime, RealPlayer, etc? (top)
Our video downloads are secured using Windows Digital Rights Management that requires the use of our Media Manager/Windows Media Player (WMP) for viewing. If you have more than one media player on your computer (RealPlayer, QuickTime, etc), please set WMP as your default player to avoid problems accessing your Discovery™ video downloads. Below are instructions for creating the default:
- Open Windows Media Player
- In the menu area at the top of the WMP window, click "Tools"
- If "Tools" is not visible, right-click on the upper bar area of WMP and a menu-list will appear
- In the list that appears, choose "Options"
- Select the "File Types" tab
- Click "Select All," located below and to the right of the list
- Click "Apply," located at the bottom of the "Options" window
- Click "Apply" and then "OK" at the bottom of the "Options" window
Can I use dial-up Internet access? (top)
A dial-up connection is not recommended as it will likely require long download times. We recommend a broadband (high-speed) Internet connection to ensure faster downloads.
Can I view my video download from a Macintosh? (top)
No, the Mac version of Windows Media Player (WMP) does not support the Digital Rights Management features we use to protect our content from unauthorized use. If/when Microsoft releases a version of WMP for the Macintosh that supports these security features, Mac users will be able to purchase and view Discovery™ video downloads.
Can I transfer movies or TV episodes to my iPod, Zune, or other portable hand devices? (top)
No. Due to licensing and technical restrictions, our videos are not compatible with portable devices, including Apple iPods, Sony PSPS, and Microsoft Zune players.
What are the dimensions of the video window and the streaming bit rate? (top)
The default video window is 640x480 and the streaming bit rate is approximately 1.5 Mbps. You can expand the video to full screen mode but image resolution may degrade and slow down your frame refresh rate.
What is Digital Rights Management (DRM)? (top)
Digital Rights Management is a technology that allows for the secure management of digital media. This security protects the content from unauthorized distribution and viewing by issuing licenses to your computer for each piece of protected content for which you are authorized.
Further information is available from Microsoft on their Windows Media DRM FAQ page (this link will open a new window).
How do I get a Digital Rights Management (DRM) license? (top)
In most cases, DRM licenses are delivered directly to your computer without any interruption.
If this is your first time viewing DRM licensed content (or if you recently reinstalled or upgraded your Windows Media Player), you will be prompted for permission to download security upgrades from Microsoft (sometimes referred to as "individualization").
This "individualization" process should start automatically, but you will need to click "Yes" or "OK" when asked to permit the upgrade. If you do not permit the upgrade, our video content will not be viewable.
In the unlikely case the "individualization" process fails, you may need to reinstall Windows Media Player (WMP). Please consult Microsoft's Windows Media Player website (this link will open a new window).
How do I know if my system can handle your Digital Rights Management (DRM)-protected content? (top)
Below are two clips to test whether or not your system can handle our DRM-protected content. Clicking on either link should launch your Windows Media Player and play the test clip:
- DRM-protected
- NOT DRM-protected
We suggest you try the DRM protected test clip (A) first. If this does not work, then try the unprotected clip (B) to see if basic video files will play. If the unprotected test clip works but the DRM-protected clip does not, then you are having a problem obtaining a DRM license. In this case, please read the Technical Troubleshooting section.
Do I have to obtain a Digital Rights Management (DRM) license every time I want to watch a new video on the same computer? (top)
Generally, yes – but the process is seamless. When you first click on a media link, a DRM license for that piece of content will be distributed to your computer and stored by Windows Media Player. This license is not transferable to another computer. As long as this license remains on your computer, and does not expire, you will not need another license to watch that particular piece of content on that computer. Each piece of content, however, does require its own license. Further, content licenses can expire, depending on the terms of your download. Also, accessing content from multiple computers uses up the limited number of licenses issued to you for a specific piece of content.
Payment, Account Information, Free & Gift Downloads (top)
What methods of payment do you accept for video download purchases? (top)
Discovery Store video downloads can be paid for with American Express, Discover, MasterCard and Visa. You may also redeem Discovery Store gift cards and Passport Rewards certificates.
Can I use Bill Me Later® to purchase video downloads? (top)
Sorry, Bill Me Later® is not available for video download purchases.
From what countries/regions can I purchase and view video downloads? (top)
You can purchase and view video downloads from the U.S. including the 48 contiguous states, Alaska, Hawaii, U.S. territories including Puerto Rico. Before you make your purchase, please make sure your computer and Internet connection meet our system requirements.
How can I view my video download purchase history? (top)
You can view all previously purchased video downloads in the My Downloads section.
Are there any age requirements for video downloads? (top)
Per our Terms of Use, you must be 13 or older to access Discovery™ Video Downloads.
Do I need to create an account to download videos? (top)
Yes. During checkout, if you don't already have one, you will be prompted to create an account. Accounts are necessary to manage the Digital Rights Management (DRM) licenses that protect the content. Per our Terms of Use, you must be 13 or older to register for an account.
How do I retrieve a misplaced password? (top)
Go to My Account and click on the "Forgot your password?" link to reset it. A temporary password will be e-mailed to you.
How can I change my password? (top)
Go to My Account, login and click on "Member Info." Enter a new password and then click "Update."
How do I update my account information? (top)
Go to My Account and login. There you can update your password, make changes to your address book, credit card settings and more.
How do I access my free video download? (top)
Please follow these steps:
- Login or create an account
- Your free download will appear in the My Downloads section
- Click "Download." If you haven't installed the Discovery™ Media Manager, you will be asked to do so (please make sure you meet the system requirements).
- You can view your download from the Media Manager.
How do I view the video downloads I received as gifts? (top)
Access your gift downloads via the link in the email you received. Gift downloads will then appear on your My Downloads page.
Technical Troubleshooting (top)
Why am I being asked to login over and over again, or to buy the same video download I already purchased? (top)
This is often caused by problems with your computer's cookie management. We suggest you clear your cookies, delete your temporary Internet files and lower your Internet Explorer Privacy settings. Below are detailed instructions:
- In the menu area at the top of the Internet Explorer (IE) window, click "Tools"
- In the list that appears, choose "Internet Options"
- Please select the "Security" tab
- In the "Security level for this zone" section, click and raise the slider bar to "High"; if there is no slider bar present, click "Custom Level"
- A "Security Settings" window will open
- In the "Reset custom settings," select Medium and click "Reset"
- In the "Warning" window, click "Yes"
- Click "OK" to close the "Security Settings" window
- Click "Default Level" below the slider bar
- Click "Apply" in the main "Internet Options" window, this will reset your Security settings to Medium
- Now, select the "Privacy" tab
- In the "Settings" section, click and raise the slider bar to "High"
- Click "Default" below the slider bar
- Click "Apply" in the main "Internet Options" window, this will reset your Privacy settings to Medium
- Close all browser windows and launch a new IE browser
I am hearing sound but my video is choppy, frozen or missing entirely. What is the problem? (top)
If you have a broadband connection but still have poor video quality, excessive buffering, or cannot view the video, your computer may lack optimal processing power. There may also be a high level of Internet traffic congestion. Stopping other applications while accessing streaming media may improve playback performance.
Also, if you are accessing the video through a Local Area Network (LAN), you may experience excessive buffering or connectivity delays as a result of network congestion from the other users on your LAN.
If you are hearing sound only, but no video, check the test clip. If you can only hear the sound on the test clip, you may need to restore your Windows Media codec package (a codec is a software filter that allows the picture to be seen correctly).You can restore your Windows Media codecs from Microsoft.
Finally, if you continue to experience poor quality video (for example: pink or green lines, choppy or flickering video or garbled audio) we recommend you check the "Buffer" setting in your Windows Media Player:
- Launch Windows Media Player (WMP)
- In the menu area at the top of the WMP window, click "Tools"
- If "Tools" is not visible, right-click on the upper bar area on WMP and a Menu-list will appear
- In the list that appears, choose "Options"
- Select the "Performance" tab
- In the "Network buffering" section, click the ball beside "Buffer"
- Change the default from 5 to 30
- Click "Apply" and then "OK" at the bottom of the "Options" Window
- Close WMP and try viewing the video again
What if I can see the video, but cannot hear anything? (top)
Check your system volume and make sure your speakers are not muted, disconnected, or turned to a very low setting. Also, verify that there are no other streaming applications running on your computer. If you continue to have trouble, we recommend you reinstall Windows Media Player (link opens in a new window).
Why did I get a "Maximum Licenses Reached" notification? (top)
While you can view each purchased video download for an unlimited time period, as often as you'd like, you can only play each video from a maximum of three computers. If you attempt to access a video from a fourth computer, you will be locked out of your access to that video. Do not share your account access with others or attempt to view videos from more than three computers. This will lock you out of your videos.
Maximum Licenses can also be caused by settings configured by your Internet Service Provider (ISP). To correct these settings, please perform the following steps:
- In the menu area at the top of the Internet Explorer (IE) window, select "Tools"
- Choose "Internet Options"
- Select the "Connections" tab
- Click "LAN settings"
- Ensure all boxes are unchecked
- Click "OK"
- Then, select the "General" tab
- In the central section, labeled "Temporary Internet Files"
- Choose "Delete Cookies"
- Click "OK" in the verification window
- Choose "Delete Files"
- Click the box beside "Delete all offline content" then click "OK"
- Click "OK" at the bottom of the "Internet Options" window
- Close all browser windows and open a new IE browser
If you continue to receive the "Maximum Licenses Reached" notification, please contact customer care.
I downloaded my video, but am unable to find it. Where is it? (top)
If your download does not appear in the Media Manager after downloading, first verify that the Media Manager is installed properly and its icon is present in the system tray (located at the bottom right hand corner of your desktop).
If the icon is present but your download is not listed within Media Manager, verify that you do not have an active firewall. If you do have an active firewall, we recommend you temporarily disable it and try your download again. Once the download has begun, you may reinitialize your firewall's protection services and the required ports will remain open for future use.
You may also access your download(s) directly from your computer in this location: C:\Documents and Settings\[username]\Local Settings\Application Data\My Videos\DiscoveryDS. You may change this default location during software installation or by right-clicking the Media Manager icon in your system tray and choosing "Reset Download Path."
How many times can I download a video? (top)
Videos can only be downloaded once. You may, however, transfer a digital video file to another computer. Each digital file will play on a maximum of three devices. If you encountered an error when downloading a video for the first time, please contact customer care.
Can I play downloaded videos on my TV? (top)
Our videos are optimized for viewing on a computer monitor, however with the right equipment you may also connect your PC to your TV. Many PCs have S-Video and RCA audio ports that allow you to connect them directly to a TV. S-video only transfers the video image, so you will also need to connect your computer to external speakers (via the audio out port) or to your TV (via RCA cables, if your PC has RCA ports). Please refer to the documentation for your computer for more information.
If you are using a Microsoft Media Center PC, detailed information is available on their Media Center website (link opens in a new window).
I am getting this error message when I try to download videos: "Error: Unable to write to DRM license store." (top)
Deleting your DRM folder may resolve the issue. Please open Microsoft's DRM troubleshooting page (link will open in a new window). Review step three to locate the hidden DRM folder. Delete the entire DRM folder, then perform step four.
What if I've tried everything you suggested but I still can't get my download to play? (top)
Please contact our support staff. They will be happy to assist you. Contact information is available in the Getting Further Support section below.
Getting Further Support (top)
E-mail
Please use our convenient online e-mail form to submit questions to our knowledgeable Customer Care Representatives.
Phone
For customer service issues in the U.S., please call 1-800-889-9950 between 9 a.m. and 6 p.m. EST, Monday through Friday.
