ninemsn HIRO SYSTEM SUPPORT
Welcome to the HIRO video software support. Choose one of the following topics:

Downloading the Software and Videos

Viewing Videos

HIRO Video software - General Questions

  • What is the HIRO video software?
    The HIRO software is free to download, install and use.
    After downloading the HIRO video software, users can download and view videos for free. The HIRO video software is a plug-in to the Windows Media Player and Quicktime, that dynamically adds advertisements to videos, in real-time as they are being watched – just like in commercial TV.
    The HIRO video software is not spyware software: It does not add pop-ups or any type of advertisement outside the video itself – the only ads that the users will see are ads within the context of the video they are watching.
    In addition, ads are personalized for each user according to the data he or she supplied during registration.
    HIRO users can enjoy fast download speed, high quality and a secure environment (no fear of fake files or viruses).
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  • What are the system requirements?
    The HIRO software requires:
    On a PC: Windows 2000, XP or Vista, and the Windows Media Player, version 9 or higher.
    On a Mac: Mac OS 10.4 and higher and the QuickTime player.
    The Mac also must have an Intel processor and not PowerPC.
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  • How much does it cost?
    Downloading and viewing videos with HIRO is completely free, as is the software itself.
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  • Why should I use HIRO when I have other options to download videos, without ads?
    HIRO is completely free, legal  and offers a faster and secure download. You may find other outlets to download videos, but at least one of those aspects would be compromised.
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  • Can I uninstall the HIRO video software?
    Yes.
    PC users: Go to Start > All programs > HIRO Media > HIRO Client > Uninstall HIRO client.
    Mac users:
    1. Open the terminal.
    2. Execute: "launchctl unload /System/Library/LaunchAgents/com.hiro.Daemon.plist
    3. Execute: "sudo -s", and write your root password.
    4. Execute: "rm /System/Library/LaunchAgents/com.hiro.Daemon.plist
    5. Execute: "rm /usr/local/lib/libHiroMediaLibraryDynamic
    6. Execute: “rm /Library/QuickTime/Hiro.component”
    7. Execute: “rm /Library/QuickTime/HiroDecoder.component”
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  • Does HIRO support MAC OS or Linux?
    HIRO is designed to support Windows and MAC OS 10.4 and higher (with an Intel processor).
    Currently we do not support Linux.
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  • Why should I change my default media player to Windows Media Player?
    On a PC, HIRO videos could be viewed only with the Windows Media Player on a PC computer. If you don’t want to change your default player you can open HIRO videos from the 'My Videos' screen by clicking the HIRO icon in the system tray.
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  • How can I prevent HIRO from starting automatically when restarting the computer?
    To prevent HIRO from starting automatically when opening the computer, you need to delete it from the startup menu.
    Go to: Start > All programs > Startup. Delete 'Hiro-Media client' by right clicking it and choosing 'Delete'.
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  • When trying to load a video to the iMovie application a message appears saying: 'HIRO: Video codec is unavailable'.
    What should I do?
    Please download the latest HIRO codec software from the website and install it. After re-installing HIRO, the iMovie application will work correctly.
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Downloading the Software and Videos

  • Isn't downloading videos on the Internet a criminal act?
    Not with HIRO. Our system is completely legal. Copyrights are not infringed, and we work with close co-operation and with the blessing of content owners such as movie studios and TV networks.
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  • Why do I need to be online during installation?
    Immediately after installation, the HIRO software needs to contact the server in order to get an ID and start working. Only after this ID is received, can the software start playing the HIRO-encoded videos.
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  • Windows doesn’t recognize the program that opens the HIRO installation file. What can I do?
    1. Make sure the installation file you have downloaded has an 'exe' extension.
    2. If the downloaded file has no extension, add '.exe' to it and double click it.
        The HIRO installation should then start.
    3. If the Installation file has an extension and there is still a problem opening it,
        try to download the Installation file again.
    4. If you downloaded the file a second time and there is still a problem opening it, please contact us at
        support@hiro-media.com
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  • I am trying to install HIRO on Windows Vista and I get the following message:
    "The installer has insufficient privileges to access this directory: C/program files/ Hiro-Media/ Hiro client. The installation cannot continue. Log on as administrator or contact your system administrator". What can I do?
    The Hiro-Media client cannot be installed on a Windows Vista user that doesn't have administrator privileges. Please install the software as an administrator and then use the software as a user.
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  • Can I transfer a video to a laptop or another computer?
    Yes, when transferring a video to another computer, you need to make sure that the HIRO video software is installed on the other computer and that this computer is online.
    Several minutes later, you will be able to view the video.
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  • Can I burn a video on a CD or DVD?
    Yes, but you will have to view these CDs and DVDs only on a computer which has the HIRO video software installed.
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  • I downloaded a HIRO video but can't remember where I saved it. What should I do?
    PC users can see where the file is saved and play it from the 'My videos' screen. To open the 'My videos' screen, click on the HIRO icon in the system tray. To play it from the 'My videos' screen, either double click the name of the video in the list or select the video by clicking it once and then clicking the 'play' button at the bottom of the screen. To locate the video on your PC, select the video by clicking it once and then click on the magnifying glass at the bottom of the 'My videos' screen. Mac users can always find the video in the "Downloads" folder.
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Registration

  • Why should I register to the HIRO video software?
    Although users can view videos without registering to the system, it is recommended to register. Registered users enjoy a greater level of personalization of content and promotional elements.
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  • What is a legal user name in the HIRO video software?
    All users are requested to choose a unique user name for the software. A legal user name should be less then 20 characters long and include only letters and numbers.
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  • Does HIRO deliver the information I supply about myself to anyone else?
    No. HIRO does not give out any detail or information relating to anyone of its users to anyone else.
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Ads

  • Does the software include pop-ups or spyware?
    No. The HIRO video software inserts ads ONLY in the context of HIRO's video. The ads do not include pop-ups or any type of spyware.
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  • Why can't I fast-forward while viewing an ad?
    As the software is financed by the ads revenues, in order to ensure that users will continue to enjoy free content, we must make sure that they will not skip the ads that appear in the videos. For this reason it is impossible to fast forward and rewind during an advertisement.
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My Videos

  • What is "My Videos"?
    The "My Videos" screen helps you manage your HIRO videos on your computer. Click on the HIRO icon on the system tray and open the “My videos” screen. You can then play and watch the videos, Read a video synopsis and other details, send videos to a friend, locate videos on the PC and delete unwanted videos. The 'My videos' table has four columns: 1. Video Name: the title as it was saved on the computer; 2. Channel: the source channel of the video; 3. Genre; 4. Modified: the date the video was saved on the computer.
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  • How can I play a video from the "My videos" screen?
    You can either double click the title of the video you want to watch, or select the video by clicking on it once (a red frame will appear around the selected video) and clicking the 'Play' button at the bottom of the "My videos" screen. Back to top
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  • How can I delete a video from the "My videos" screen?
    To delete a video from the "My videos" list, simply select the video by clicking on it once (A red frame will appear around the selected video), and then click on the 'trash' button at the bottom of the screen. A message will ask for confirmation. Deleted videos will be sent to the computer's recycle bin.
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  • How Can I locate the videos on the 'My videos' list in my computer?
    To locate the video, simply select it by clicking on it once (A red frame will appear around the selected video), and then click on the 'magnifying glass' button at the bottom of the screen.
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Viewing Videos

  • How can I View the downloaded HIRO videos?
    PC: You have two options: either simply double-click the downloaded video icon and play it with Windows Media Player (9 or higher); or click on the HIRO icon on the system tray and open the ”My videos” screen. You can then play and watch the video and manage all of your HIRO videos.
    MAC: simply double-click the downloaded video icon and play it with Quicktime player.
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  • Must I be online to view a video?
    In general there is no need to be online when viewing a video. The HIRO software makes sure that your computer always holds the updated material needed for playing the videos.
    Nevertheless in some cases there is a need to be online in order to allow the computer to download the required files to play the videos.
    If your computer was offline for a long time or went offline immediately after downloading, the software will need updating in order to play the videos, and for this reason the computer should be online.
    It is strongly recommended to watch the videos on the computer that downloaded them, and to keep this computer online when possible.
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  • I am online but I still get a message that I need to be online in order to view the video or finish the installation. What's wrong?
    It may be that your firewall blocks the HIRO software from contacting the Internet.
    PC Users should do the following:
    1. Exit HIRO (using the icon on your System tray).
    2. Go to the Start menu > Programs, and open your firewall program.
    3. Go to "Exceptions list" and if HIRO is listed there, delete it.
    4. Restart HIRO. You will be prompted to allow or not allow HIRO to connect to the internet,
    select "Yes" or "Allow".
    MAC users should exit the Quicktime application and make sure that their firewall does not block the HIRO software from connecting to the internet.
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  • I started viewing a video and then it stopped and I got the following message: "Sorry! Viewing will stop temporarily while HIRO updates some files. Please exit the Windows Media Player and try again in a few minutes." What does this mean?
    You tried to view a video for which you did not have all the required files. The HIRO software is probably downloading the required files, and for some reason it takes some time – you should retry to view the video a few minutes later.
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  • I started viewing a video and I got the following message: "The HIRO system encountered a problem. Please check your internet connection, exit Windows Media Player and try again." What does this mean?
    Make sure you are connected to the internet. Close the HIRO client by right clicking the HIRO icon in the system tray and choosing 'Exit HIRO'. then try again. If you still get this message you need to restart your computer in order to view HIRO videos.
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  • I started viewing a video and then it stopped and I got the following message: "Sorry! Viewing will stop temporarily while HIRO updates some files. Please check your Internet connection, restart QuickTime, and try again." What does this mean?
    You tried to view a video for which you did not have all the required files. The HIRO software is probably downloading the required files, and for some reason encountered a problem. Make sure you are connected to the internet, wait a few minutes, restart QuickTime, and try again.
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  • I am trying to fast-forward but I get the following message: "Seeking will be possible soon. Keep watching the video and try again in a few minutes."
    The system did not finish updating some crucial files, and therefore it does not allow you to perform "Seek" (fast-forward). It will become available shortly. Just be patient for few more minutes.
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  • I am trying to fast-forward to a certain point and it moves me a few minutes ahead – why is it?
    As the system is financed by the ads revenues, in order to make sure users continue to enjoy free content, we must make sure that users cannot skip the ads that appear in the video. For this reason it is impossible to fast-forward to any point several minutes after the end of each ad break.
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  • I downloaded a video and got a message saying I can't view the video in my country – what can I do?
    HIRO's distribution rights for some videos are limited to certain territories. Users from other countries are not allowed to view these videos.
    When downloading a video, check the title to see if it is limited to certain territories.
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  • I downloaded a video and got a message saying I am too young to view the video – what should I do?
    The HIRO video software will not play restricted videos to young audiences that are not permitted to view these videos. When downloading a video, check the title to see if it is restricted to certain ages.
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  • When playing a HIRO video, all I see is one minute of the video with a watermark saying I need to download the Codec.
     What should I do?
    1. Make sure the HIRO software is installed on your computer. Viewing a HIRO video without installing the     software is not possible.
    2. If the HIRO software was installed, make sure you are using the Window Media Player (PC)
         or QuickTime (Mac) to play the HIRO video. HIRO videos can only play using these players.
    3. If there is still a problem, open the "My videos" screen and play the video from there. If the video doesn’t appear on the "My videos" screen, click the "Refresh" button at the bottom of the "My videos" screen, and wait until the video is updated on the screen
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  • I am trying to play a HIRO video and a message appears saying: 'Xvid core not found'. What should I do?
    1. Please uninstall HIRO (Start -> All programs -> HIRO-Media -> HIRO client -> Uninstall HIRO client)
    2. Download a new installation file and install it, or install again the old installation file.
    3. If the re-installation did not help, please contact us at support@hiro-media.com
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  • I am trying to play a HIRO video and the following message appears: "Sorry! HIRO cannot play videos if Xvid is not installed. Please install the latest version of Xvid from www.xvid.org".Why?
    HIRO cannot play videos if the Xvid codec is not installed. To install the latest version of Xvid, go to: http://www.Xvid.org/
    If you still have problems viewing HIRO videos after installing Xvid, contact HIRO at support@hiro-media.com

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  • While viewing a HIRO video, the image freezes and doesn’t continue. What should I do?
    1. Make sure the HIRO client is installed and you are playing the video with the Windows Media Player 9
        or higher (PC) or QuickTime (Mac)
    2. Make sure you are online.
    3. Delete a folder named 'Data'. On a PC running Windows XP, the folder location is:
        'C: \Documents and Settings\All Users\Application Data\HIRO-Media\HIRO Client'.
        In Windows Vista, the folder location is: 'C:\ProgramData\HIRO-Media\HIRO Client'.
    4. If after deleting the 'Data' folder the video still freezes, try to download the video again.
    5. If the new downloaded video freezes as well, please contact us at support@hiro-media.com
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  • I am trying to view a HIRO video with an 'extended mode' display, but the video is not playing. What should I do?
    Your monitor driver is not supported by HIRO. Change your display settings to "clone mode" and try playing the HIRO video again.
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  • I am trying to download HIRO videos and get a message that HIRO encountered a problem downloading HIRO videos. What should I do?
    Vista users using the User Account Control, can encounter problems with downloading HIRO videos.
    To enable download capabilities, do the following:
    1. Close the HIRO client by right clicking the HIRO icon in the task bar and choosing 'Exit HIRO'.
    2. Go to 'c:\ProgramData\Hiro-Media\Hiro Client\Data' and Delete the folder called 'DownloadManager'.
    3. Try to download the video again.
    4. You can click on the 'Refresh' button in the 'My videos' screen to see all the videos on your computer again.
    5. If there are still download problems, please contact us at support@hiro-media.com.
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  • I keep getting the following message even after installing the latest version of Adobe Flash Player: "Sorry! You are using an old version of Flash. In order to use the full features of HIRO, you need to install a newer version of flash. Would you like to download the new flash player?" what should I do
    HIRO requires the latest version of the Internet Explorer flash player. Please use the following link in Internet explorer to download the latest version: http://get.adobe.com/flashplayer.
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