FAQs / Help - The Metropolitan Opera in New York

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TROUBLESHOOTING QUICK TIPS

Below is a quick list of troubleshooting tips to try in addressing the most commonly reported problems with Met Player, with links to more detailed information found elsewhere on this FAQs page:

Ensure your computer meets the site's technical requirements.
Test your internet connection speed to ensure it is sufficient for streaming Met Player content.
Refresh your browser if playback stalls or subtitles stop appearing.
Clear your browser cache and restart your browser if you experience problems with playback and/or subtitles.
Close all other programs that are not required for use when using Met Player.
If you experience problems in one browser, try using Met Player in a different browser.
Check for and install any available updates for your browser(s).
Ensure that your settings for Adobe Flash Player are adjusted appropriately for Met Player.
Disable certain applications that may interfere with Met Player performance including: Firefox extensions, Aero for Windows Vista, anti-virus or filtering applications, and Zune.

If you have exhausted all of these troubleshooting tips and have still not resolved the issue(s) with Met Player, please try Uninstalling and Reinstalling the Move Media Player and Uninstalling and Reinstalling the Adobe Flash Player.

CONTACT US

How do I contact Met Player customer support?
What information should I include with a customer support / technical assistance inquiry?

Technical Questions

What are the site's technical requirements?

For an optimal viewing experience and to be able to watch video performances with subtitles we recommend a minimum 2.0 GHz Dual Core processor, 1 GB of memory and 128 MB of video RAM.

* Please note that 32 MB of Video RAM is the minimum required for basic playback of Met Player videos. Optimal playback, and especially the delivery of subtitles, can only be guaranteed with the recommended 128 MB Video RAM. Users with Video RAM between 32 MB and 128 MB may have problems with subtitles (which are delivered via Flash overlays), and are advised to try the other Flash-specific troubleshooting tips on this page.

Met Player utilizes the most advanced technology available to deliver superior streaming of audio and video performances, including those shot in high-definition video. To ensure the best possible experience, Met Player users should note the minimum system requirements needed to stream the audio and standard-definition videos available on the site as well as the recommended system requirements for viewing high-definition videos. It may still be possible to access the performances available on Met Player if these requirements are not met; however, the optimal viewing and listening experience has been designed with these guidelines in mind.

NOTE ABOUT G4 AND G5 MACS: G4 and G5-based Macs are NOT supported by the Move Media Player used with Met Player. The Flash overlays used by Met Player for subtitles and other site functions are not compatible with these older Mac systems. G4 and G5 users may try the other troubleshooting tips found on this page, but we cannot guarantee optimal playback of Met Player content on these machines.

What can I do to ensure the best viewing experience of Met Player on my computer?

For an optimal viewing experience we recommend a minimum 2.0 GHz Dual Core processor, 1 GB of memory and 128 MB of video RAM. A high-speed broadband internet connection of 2mbps or greater is also recommended.

There are several websites to choose from to test your connection speed for free, including:
www.speedtest.net
www.speakeasy.net/speedtest
www.bandwidth.com/tools/speedtest

(Please note: These sites are not monitored or maintained by the Met. We do not guarantee the accuracy or completeness of any information contained on these websites.)

You should also ensure that your internet browser(s) is fully up to date by checking for updates as follows:

Internet Explorer - Click "Tools" and select "Windows Updates"
Firefox - Click "Help" and select "Check for Updates"
Safari - Click the Apple Icon and select "Software Update"

What is the Move Media Player?

All users of Met Player will need to download Move Media Player to their computers. Move Media Player provides a rich and continuous viewing experience unmatched by other streaming video players. It offers enhanced audio and video quality, eliminating the pausing and buffering common in other players. The player automatically adjusts the quality of the video stream based upon available bandwidth; it is able to compensate for internet traffic issues as well as changes in the viewer's internet connectivity and CPU load.

What might be causing problems with the Move Media Player?

Firefox Extensions: Please note that Firebug, Adblock, Adblock Plus, NoScript, and Flashblock may potentially interfere with the proper playback of video. To check which extensions you have installed, select the "Tools" menu and click "Add-ons." A new window should pop-up with a list of the extensions and themes which are currently installed. If you have any of these extensions running, disabling them before using Firefox to use Met Player may resolve the problem you are experiencing.
Windows Vista with Aero: If you are running Windows Vista with Aero turned on (default) and you scroll the browser, it may cause the video to play outside the player window. This problem should be fixed by turning off Aero.

How do I install the Move Media Player?

You may be prompted to download and install Move Media Player the first time you visit Met Player. Instructions for installation are provided during the website install process.

For your convenience, the installation instructions follow in the section below. Please select the appropriate instructions for your operating system and web browser.

Windows XP and Windows Vista - Internet Explorer

After the website has loaded, you should see the blue "Watch Now" button in the center of the video playback area. Click this button to begin the install process.
A security warning will appear asking you whether you want to Run, Save, or Cancel. Choose Run to run the program after downloading it to a temporary folder, or select Save to save the .exe file to a specific location on your computer.
If you chose Run, another security warning will appear immediately after the download has completed and present you with two new options. Choose Run.
An "Installing..." progress bar will appear in the center of the screen. After the progress bar reaches the end, that window will close.

Windows XP and Windows Vista - Mozilla Firefox

After the website has loaded, you should see the blue "Watch Now" button in the center of the video playback area. Click this button to begin the install process.
If this is your first time installing the software, a yellow bar will appear at the top of your browser window informing you that Firefox has prevented the site from asking you to install software on your computer. When this occurs, click the "Edit Options" button.
An "Allowed Sites" dialog box will open.
Click the "Allow" button to add the website to the allowed list.
Click the "Close" button.
Click on the "Click here to continue" link in the center of the video playback window.
A "Software Installation" dialog will open, showing that you have asked to install Move Media Player (signed by Move Networks, Inc.)
Click "Install Now."
The plugin will download, and you will be prompted to restart Firefox. Click the "Restart Firefox" button in the lower-right.

Mac OS X - Safari and Mozilla Firefox

After the website has loaded, you should see the blue "Watch Now" button in the center of the video playback area. Click this button to begin the install process.
Click "Trust" in the dialog box that appears to run the Java applet.
Your content should begin playing momentarily after the install process completes. If the content does not begin playing, please restart your browser and return to the website.

How do I uninstall the Move Media Player?

The procedure for uninstalling Move Media Player varies based on which operating system and web browser you are using. Please choose the set of instructions below appropriate for your system.

Windows XP - Internet Explorer

Open the Start menu.
Select "Control Panel."
Double-click "Add or Remove Programs."
Find the "Move Networks Media Player for Internet Explorer" listing.
Click the "Change/Remove" button.
After the uninstall process has completed, click the "Close" button.

Windows Vista - Internet Explorer

Open the Start menu.
Select "Control Panel."
Under the "Programs" heading, click on "Uninstall a program."
Find the "Move Networks Media Player for Internet Explorer" listing.
Click on "Uninstall/Change."

Windows XP and Windows Vista - Mozilla Firefox

Open the Firefox browser.
Click on the "Tools" menu.
Select "Add-ons."
Select the "Plugins" tab.
Click on the "Move Media Player" listing.
Click "Uninstall."
When asked if you want to uninstall Move Media Player, click "Uninstall."
You will need to restart Firefox for the uninstall process to complete.

Mac OS X

Open a Finder window.
Click the Home icon (usually has your account name by it) in the Finder window.
Click Library.
Click Internet Plug-ins.
Drag the Move Media Player plugin to the trash.
Click Library.
Click Caches.
Drag the "Move Networks" directory to the trash.
Empty the trash.

I click "Play" but the opera does not begin, and I only see "Loading opera..." and/or circular arrows spinning in the middle of the screen. What should I do?

You most likely need to adjust your Adobe Flash Player^TM settings. Visit the Settings Manager page at the address below on the Adobe website, through which you can adjust the settings for Flash on your computer:

http://www.macromedia.com/support/documentation/en/flashplayer/
help/settings_manager.html

On this page, click on "Global Storage Settings Panel" on the left side and move the slider bar to at least 1 MB. Also ensure that BOTH buttons are checked for "Allow third-party Flash content to store data on your computer" and "Store common Flash components to reduce download times." You may also click on the "Global Security Settings Panel" link, click on the "Edit locations..." drop down menu, and select "Add location..." and enter BOTH "http://www.metoperafamily.org" and "https://www.metoperafamily.org" to the list of sites that Always Allow Flash to access information. It may be necessary to close your browser and return to this site to ensure that your changes have been saved.

The video playback is choppy and/or stalling. What can I do to fix it?

The player should not stall under normal circumstances. If you are constantly experiencing problems with stalling or choppy playback, please check the following:

Ensure that your computer meets the minimum hardware and software requirements. Streaming video playback is extremely CPU intensive. If your CPU is running at or above about 75% you will likely encounter issues with sluggish or choppy playback. You can check your CPU usage by hitting Ctrl+Alt+Del and then selecting "Task Manager". CPU usage percentages are listed under the "Performance" tab. (On a Mac, go to "Applications", then choose “Utilities” and open the “Activity Monitor.”) You can reduce your CPU usage by closing other programs and background services which you have running at the same time as your web browser.

Some antivirus programs, internet security applications and/or content filters may interfere with Move Media Player's ability to provide uninterrupted playback by preventing timely delivery of the video content. Temporarily disabling these types of programs while viewing the website content may afford you a more enjoyable playback experience. For information on how to disable a specific program, please contact the software vendor.
Some users have also reported choppiness when running Zune software, specifically the zuneNSS.exe file. If this file is causing CPU usage to run above 75%, playback may seem choppy. You can reduce your CPU usage by turning off the "Share my media" option in the Zune software.

My browser freezes or crashes when I try to play a Met Player opera. What should I do?

Please refer to the information above to ensure that your computer meets the site's technical requirements, that your internet connection speed is sufficient, that your settings for Adobe Flash are adjusted appropriately, and that all other suggestions detailed above have been considered.

Why am I not seeing subtitles?

First make sure you have selected a subtitle language from the "Subtitle Options" drop-down menu and that the subtitles are not turned off. It may also be necessary to refresh your browser. If they are still not appearing, clear your browser cache and restart the browser. If you use different internet browsers, please check for subtitles in each before contacting customer support for further assistance.

Subtitles in Met Player are delivered via Flash overlays. If you are not seeing the "Subtitle Options" menu, please start a Met Player video and switch to full-screen. Are you able to see the control bar (Play/Pause, Back/Forward buttons) when you mouse over the bottom of the screen in full-screen mode? If not, then the Flash overlays are not being delivered on your machine. To remedy this, you may need to adjust your Adobe Flash settings. Lastly, if you have more than one browser available on your computer, you will need to ensure that the same version of Flash is installed in each browser; for example, if you typically use Firefox, you will need to check which version of Flash is installed for Internet Explorer (even if you don't usually use that browser.) If different versions are installed, you should probably uninstall and reinstall Adobe Flash in each browser.

I am using Apple's Snow Leopard OS (Mac OS X v 10.6) and cannot play the operas in Met Player. What should I do?

At this time, Met Player will not play in the Safari browser under Snow Leopard's default 64-bit settings. Either you can enjoy Met Player in Firefox, or you can adjust the settings in Snow Leopard for Safari as follows:
Open Finder
Navigate to the Applications folder
Select “Safari”
Right click (CTRL+CLICK) and select “GetInfo”, through the File Menu, or CMD+I
Place a checkmark next the box for “Open in 32-bit mode”
Close the Safari Info window

Account Questions

Do I need to set up an account?

Yes, all Met Player customers will need to have an active account. If you currently have a subscriber account on MetOpera.org, you will be able to access Met Player through that same account.

I already have an account on metopera.org. Do I need to set up a separate account for Met Player?

No. You can use the same user name and password to access Met Player and process payments for subscriptions and individual rentals.

Will I be able to access my account and/or my current rentals from any computer and/or internet connection?

Yes, you will be able to access your account from any computer and enjoy Met Player, as long as the computer you are using meets the minimum system requirements, has the Move Player installed, etc.

Can I preview an opera before deciding to rent it or subscribe?

Met Player offers a rotating lineup of free opera preview clips to introduce customers to the Met Player experience. On any given day, you may not be able to preview the specific opera in which you are interested—but we hope you will take advantage of the three free previews available at that time.

Additionally, new users may register for a one-time, free 7-day trial subscription. During this free trial, users can enjoy unlimited access to all of the content available on Met Player. Please note that free trial subscriptions must be cancelled before the end of the 7-day trial period—or users will become monthly subscribers at the $14.99 rate.

Why am I being asked to provide my credit card information to begin the free 7-day trial of Met Player?

The free 7-day trial period serves as an introduction to Met Player that will convert to an ongoing monthly subscription unless the customer specifically chooses to cancel before the end of the trial period. Your credit card information is obtained at the beginning of the trial period, but will not be charged if you cancel before the end of that 7-day period.

How much does Met Player cost?

There are several different options available to experience Met Player, at different price points.

Subscriptions offering unlimited access are available for $14.99 per month or $149.99 per year. Met Members at the $125 level and above can purchase an introductory six-month subscription to Met Player for $49.99.

Non-subscribers can rent individual operas for a one-time rental fee of $4.99 for HD videos and $3.99 for audio performances and non-HD videos. Individual rentals may be played in a six-hour window within 30 days of purchase.

I am a Met subscriber. Are there subscriber discounts available for Met Player?

There is no discount available for season subscribers. However, there is an introductory offer available to Met Members at the $125 level and above for a six-month subscription for $49.99. To learn more about Met Memberships, please visit: www.metoperafamily.org/metopera/support/membership_patron

How can I give a gift subscription to Met Player?

Annual subscriptions ($149.99) to Met Player can be purchased as gifts by calling the Met at (212) 362-6000. Our customer service staff will process the order and mail a gift card to the gift purchaser or to the gift receipient, which will include a special code and instructions for activiating the gift subscription. Met Player gift subscriptions may also be purchased in the Met Opera Shop.

Are special subscription prices available for institutions such as schools and libraries?

No, at this time Met Player does not offer any institutional subscription packages.

If I decide to upgrade from a one-time rental to a subscription, can I apply the cost of my rental to my subscription price?

No, but we certainly hope that after experiencing Met Player through a one-time rental that you will consider a subscription that will give you access to the entire Met Player catalog for the duration of your subscription.

How long is my one-time rental good for?

Upon purchasing an individual rental, you have 30 days to begin playback of that opera. Once you click play on a rented opera, you then have 6 hours to watch and/or listen. The “Your Rentals” link on the Met Player homepage directs you to a page that tells you how many days you have left to begin playback, and how many hours remain once you have clicked play.

It appears as though my rental or subscription transaction has been processed, but I am unable to play the selected video in Met Player. How can I solve this problem?

First, please make sure that your computer and internet connection meet all of the system requirements detailed above. If the problem is not resolved, users should contact us at metplayer@metopera.org or call customer service at (212) 362-6000.

How can I have my Met Player subscription billed to a different credit card?

Subscribers can visit the “Your Account” section of the Met Player site and choose “manage your payment methods” to add a new credit card to their account and/or change the credit card to which the subscription is billed.

On the “manage your payment methods page,” select “add a payment method” and input the information for the new credit card. At the same time, users may select the check box to have that new card billed for their Met Player subscription. Click “save” and the changes will be made.

If you have two credit cards stored in your account and wish to change your subscription billing from one to the other, simply “edit” the card that is not currently being billed, select the check box to “Bill Met Player subscription to this card” and click “save.”

Please note that the system will not allow users to delete a credit card from the account if that card is being billed for an active subscription; users wanting to delete a card in this case would either have to select a new card for their subscription billing (as detailed above) or cancel their subscription.

How can I update the expiration date for the billing credit card on my Met Player subscription?

Visit the “Your Account” section of the Met Player site, select “manage your payment methods” and then “edit” the card you wish to update. Once you have updated the expiration date, click “save.”

How do I cancel my subscription to Met Player?

You may cancel your subscription at any time by visiting the “Your Account” section of Met Player. You must be logged in to see the "Your Account" link in the left-side navigation menu on the Met Player homepage. All cancellations (including the Free 7-day Trial) can only be processed online by selecting "Your Account" > "Manage Your Met Player Subscriptions" > "Cancel My Subscription" and submitting the request. Please do not contact customer support for cancellation requests. Please note, all payments are final and no refunds will be given.

Product Questions

Do Met Player operas include subtitles?

Yes, all Met Player videos contain English subtitles. Also, the most recent HD additions to the Met Player catalog contain subtitles in French, German, and Spanish as well. Click on the "Subtitle Options" drop-down menu to choose from the available subtitles, or to turn off subtitles. Users can switch between any of these options at any time during playback of an opera, but not while viewing in full-screen mode.

Can I turn off the subtitles?

Yes, below the video screen is a drop-down menu for "Subtitle Options" and users may select "Subtitles Off" at any time during video playback to temporarily turn off the subtitles.

Are the subtitles available in languages other than English?

Yes. For the HD operas from the 2008-2009 season (and future HD additions to the Met Player catalog), subtitles are available in French, German and Spanish as well as English. Click on the "Subtitle Options" drop-down menu to choose from the available subtitles, or to turn off subtitles. Users can switch between any of these options at any time during playback of an opera, but not while viewing in full-screen mode.

What is the difference between high-definition videos and standard-definition videos?

In 2006, the Metropolitan Opera began filming select performances in high-definition video, offering the highest quality in terms of picture clarity and sound. Most of those HD videos are available on Met Player—offering a viewing experience on your computer that delivers noticeably sharper images and improved sound quality.

What is the aspect ratio for Met Player videos?

High-definition videos on Met Player present in a 16:9 aspect ratio, while standard-definition videos present in a 4:3 aspect ratio. Users may need to adjust their screen resolution settings to find the right setting for enjoying Met Player videos on any given computer.

I don’t see my favorite opera listed among the options available on Met Player. Will it be available in the future?

Quite possibly. New audio and video files will be added to the Met Player catalog every month. Keep an eye on the “Recently Added” and “Coming Soon” sections of the Met Player site for updates on new additions to the library.

If I stop an opera in the middle, can I later resume playback at the same spot?

Unfortunately this is not possible on Met Player as playback always starts at the beginning of an opera. However, users may navigate to specific points in the opera using the scrolling track menu on the right side of the screen as well as the forward and backward buttons.

Can I download an opera from Met Player to my iPod or a DVD?

No, all Met Player products are only available for streaming through the Met Opera website.

Can I watch Met Player videos on my television?

If you already have your computer connected to your television, you should be able to view the Met Player videos on your television with connected audio as well.

Can I watch Met Player through Apple TV?

No, Met Player is not available through Apple TV.

Contact Us

How do I contact Met Player customer support?

Please call our customer service center at (212) 362-6000 or send an email to metplayer@metopera.org. Please know that support for Met Player is limited to the hours of operation of the Met's Customer Support Center. Regular hours during the opera season are: Monday through Saturday, 10 am to 6 pm and Sunday, 12 pm to 6 pm.

What information should I include with a customer support / technical assistance inquiry?

Please provide as much detail as you can when contacting customer support, including a complete description of the issue(s) you are having with Met Player, the date and time you experienced the issue(s), and whether your issue(s) is specific to one Met Player titles. It will also help us troubleshoot your problem to include specific information about your computer setup, including: Operating System and Version/Service Pack; Browser and Version; Type of Internet Connection and Connection Speed; System RAM and Video RAM; Flash Version.

CREDITS

The Met acknowledges the following companies whose combined efforts made Met Player possible:

AdamsMorioka, Inc.
Move Networks
mPoint
PermissionTV
POP

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