Are the live broadcasts available for archived viewing? Archived broadcasts will be available in the "On Demand" tab of the portal.
Keep in mind that our staff manually edits and prepares the archives for most audio-only events before they are posted to the portal, so please allow up to 72 hours or more for those to become available.
Video archives are generally available almost immediately following the event. Keep in mind that many clients choose not to archive some or all of their events, or choose to password-protect their archives.
If you are asked for a password prompt, please contact the client directly if you're like to request access. Who do I contact with a complaint about the broadcast production?
If you don't have any issues with the audio or video playback, but have a complaint about an element of the production, you can use the "Submit Support Request" link inside the "Help" tab.
While Stretch Internet does NOT produce the broadcasts and makes no warranties about the content of any broadcast, we can relay your comments or concerns to the school producing the event. Examples of production-related complaints include poor camera operation, mispronunciations, factual inaccuracies, etc.
Why are live stats not available for every game?
Our live stats modules utilize XML code generated by the software used by the majority of colleges and universities. However, the only sports that include live stats output are soccer, field hockey, volleyball, basketball, ice hockey, baseball, softball and lacrosse.
Additionally, some schools choose not to utilize our live stats service, while others only provide live stats for home games, and that can also be contingent on the availability of a high-speed Internet connection.
Why are the live stats frozen or not synced up with the audio or video? Streaming traffic uses a different protocol and transfer mechanism than live stats, so it's virtually impossible to guarantee a perfect sync between the two. Also keep in mind that the stats might not be entered immediately on site, which can result in delays in the live stats.
If the on-site stats computer is experiencing technical difficulties, the live stats will not update. We contact our schools when the stats have not been updated for 5 or more minutes, but you're also welcome to contact us using the support link if you think there might be an issue.
How do I purchase an passport to access an event?
You can follow these steps to purchase a passport: 1 On the portal landing page, click on the appropriate watch or listen icon next to the broadcast you're interested in 2 Select the passport you'd like to purchase and click "NEXT" 3 Login with your username and password or register a new account by clicking "REGISTER" 4 Enter your personal and billing information this information MUST match exactly the info on record with your credit card issuing bank and click "NEXT" 5 Enter your credit card information and click "NEXT" 6 Review the details of your order and click "NEXT" 7 If your order is successful, you will receive a confirmation e-mail and you can access your event with15 minutes of the scheduled start time by clicking on the corresponding watch or listen icon and clicking the "Sign In" link if you're not already signed in.
What is your refund policy?
If you have purchased a season or all-access pass that includes the event in question, a pro-rated refund will be issued upon request. You should always ensure your systems are compatible with the minimum requirements outlined in the Stretch Internet FAQ section on the portal. If you experience difficulties during a live event, you should contact us immediately so as to allow our support staff a chance to remedy any issues in a timely fashion.
What do I do if I'm still experiencing issues?
You can open a support ticket by clicking on the "Submit Support Request" link inside of the "Help" tab. Please complete all of the form fields and provide as much information as possible before submitting the ticket.
You can expect to promptly hear back from a member of our support team. Submit Form Request.