Frequently Asked Questions Everything you need to know about using PluggedIn and more!

General Questions

What is PluggedIn.com?
PluggedIn is an internet media company with a focus on building a unique experience for fans - a place where they can meet and interact with each other, and where they can enjoy, discover and share premium content on artists they love. PluggedIn offers free to consumer streaming of the highest quality music videos available anywhere on the Web. We feature over 10,000 HD and broadcast quality music videos from Universal Music Group, EMI Music, Sony BMG, and independent record labels. Our website offers more than one million Artist Pages, and is powered by an innovative new media player that supports high-definition full-screen video playback with no buffering and DVD-like controls, a multimedia search engine and fan-centric community features.
Why isn't all of your content in HD?
We'd love to have all of our videos in HD, but not all videos are recorded in an HD format. What we offer is the highest quality music video we receive from our content partners.
Are you planning to add more content?
Yes! We will constantly be adding new content to the site. In addition to the artist pages which dynamically update with new content, we are also always adding more HD and broadcast quality music videos to the site.
How do I save artists and videos to my profile?
Just click on the "+" sign that you'll see next to any artist or video and we will be add them to your profile. If you ever want to remove them, just click the "-" sign and we'll take care of the rest.
How do I follow another fan?
To add a fan as someone you would like to follow, just click the "+" sign and we will add them to your profile. If you want to remove them, just click the "-" sign and we'll take care of the rest.
Why can't I watch your videos outside of the US?
We presently have territory licenses that allow us only to display our music videos to US customers.
How do I offer feedback on the site?
We love feedback! Please send us your thoughts here: feedback@pluggedin.com. Thanks!
How do I get you to add a new artist or video or label to the site?
We're always working to add new content to the site and would love to hear your suggestions. Please send them to feedback@pluggedin.com.
I'm an artist - can I add content directly to PluggedIn?
Not yet- but stay tuned. For now, please visit our Label Program page to learn more about adding your videos to PluggedIn.
Can I share my playlist?
Yes! Once you've created a playlist you can share the link to your playlist with any one you'd like.
Can I embed your videos on my site?
You can share the link to a video, but not the video itself embedded in our player. Stay tuned for more on this!
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Installation Questions

Why do I need to install the Move Media Player plug-in?
PluggedIn.com video uses the Move Media Player plug-in, which provides high-quality video and offers the additional benefits full-screen viewing. Move Media Player provides a rich and continuous viewing experience unmatched by other streaming video players. It offers enhanced audio and video quality, eliminates the pausing and buffering so common in other players and also enables powerful features like time-shifting and video sharing. The player automatically adjusts the quality of the video stream based upon available bandwidth, and is therefore capable of compensating for internet traffic issues as well as changes in the viewer's internet connectivity and CPU load.
How do I install the Move Media Player plug-in?
You should be prompted to download and install Move Media Player the first time you visit the website. Instructions for installation are provided during the website install process. For your convenience, we have also listed the installation instructions 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 being playing momentarily after the install process completes. If the content does not begin playing, please restart your browser and return to the website.

If you encounter problems and are unable to install the player software, please contact technical support.

Does the Move Media Player plug-in gather private information?
No, the plug-in does not collect private information. If you do ever receive a warning from an anti-virus or anti-spyware program concerning Move Media Player or the player install package, we urge you to contact technical support.
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Playback Questions

Can I pause video?
Yes, you can. To pause the main big video, click on the pause button on the bottom left of that screen. To pause the smaller mosaic windows, click on the pause button located underneath.
How do I view the video in Full Screen?
In order to view the video in Full Screen, click the located on the player control bar.
How do I save the video?
In order to save the video, click on the (+) sign located underneath the video thumbnail. The video will be saved to your Profile. If you are logged out, you will be promoted to sign in. If you do not have an account, click on the “Hook Me Up” button located within the login window.
How do I purchase the video?
In order to purchase any of the videos on the site, click the “purchase” button on the bottom right hand corner of the video description.
Why does audio or video playback stop and/or stall?
Playback should not stop or stall under normal circumstances. However, video delivery may be disrupted during periods of internet congestion or when too many computer applications are open at the same time.
What can I do if the video playback stops or plays slowly?
If playback stalls, you can usually begin again by refreshing your browser or closing your browser and opening it again. You can also drag the scrub button back in time several minutes in the program timeline. You may also wish to avoid internet congestion and wait approximately 30 minutes before viewing the programming again. Also try closing other computer applications that may be open at the same time. You can also try to pause all of the mosaic smaller video screens below to improve playback performance in the larger main window.
Why doesn't audio and video play at all?
Video can take 30-50 seconds display or you may be running a content filter, antivirus application or proxy accelerator that is preventing the streaming of video content. Please turn off these services and try again. If the problem persists please contact us via the feedback page.
Why does audio play without video?
Please check to ensure that your system meets the minimum system and bandwidth requirements for the player. If you have done that and are still unable to see the video content, please visit the Change Player Settings page to adjust the player video settings.
Why does video play without audio?
Check that your speakers are turned on and aren't muted. If the problem persists please contact us via the feedback page. If the problem persists, please visit the Change Player Settings page to adjust your audio playback settings.
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. 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.
  • Run a bandwidth check on your internet connection. You will need to be able to download at a minimum of 250kbps (kilobytes per second) to view the content without problems. A few available sites for bandwidth testing are listed below. (Note: These sites are not provided by, monitored by or maintained by Move Networks. We do not guarantee the accuracy or completeness of any information contained on these websites.)
    • http://www.speedtest.net
    • http://www.xostats.xo.com
  • 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.

If you continue to experience stalling problems after ensuring that you meet the system requirements, bandwidth requirements and have disabled the aforementioned programs, please contact technical support.

Why does my window not resize to the Compact Mode/Full Screen Mode?
This can happen in Firefox when the browser's advanced javascript settings have been modified.
Why am I getting bandwidth warnings?

The player performs bandwidth calculations every time a video is played. Available bandwidth can fluctuate from moment to moment. Other factors that may affect available bandwidth or the quality of your viewing experience are: simultaneous network activity on your computer, wireless network usage, cable modems, general Internet congestion, time of day, and general computer power.

Things you can try to improve your viewing experience:

  • Minimize the amount of other Internet or network usage during viewing
  • Use a physical network connection, if available (instead of a busy wireless connection)
  • Try the smaller video option
  • Uninstalling the Plug-In (Windows and Mac)

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Uninstalling or Reinstalling Player

How do I uninstall 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.
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System Requirements

What are the minimum system requirements needed to watch PluggedIn.com videos?
  • PC
  • Processor: Intel Pentium 4 or greater
  • Memory: 256 MB of RAM
  • Video Card: 32 MB
  • Plugins: Adobe Flash Player 8+
  • Operating System: Windows 2000, Windows XP, Windows Vista
  • Browser: Internet Explorer 6+ or Mozilla Firefox (version 2.0).
  • Screen Resolution: 1024x768 or higher with 32-bit color
  • Connection Speed: Broadband/High Speed (DSL, Cable, T1, etc.). Dial-up connections are not supported.
  • Mac
  • Operating System:Mac OS X 10.3 "Panther" or greater
  • RAM: 128 MB minimum
  • Video Card: 32 MB minimum
  • Browser: Safari (version 1.3.2, 2.0, 3.0) or Mozilla Firefox (version 1.5 and 2.0 ). Please note that currently the Move Media Player isn't optimized for Safari 3. We expect to provide support for this browser in the future.
  • Screen Resolution: 1024x768 or higher with 32-bit color
  • Internet Connection: Broadband/High Speed (DSL, Cable, T1, etc.). Dial-up connections are not supported.
What system requirements do you recommend for the best viewing experience?
  • PC
  • Processor Speed: 1.5 Ghz
  • Memory: 512 MB of RAM
  • Video Card: 128MB
  • Operating System: Windows XP
  • Browsers: Internet Explorer 6+ and Mozilla Firefox 2.0+
  • Plugins: Adobe Flash Player 8+
  • Screen Resolution: 1024x768 or higher with 32-bit color
  • Connection Speed: 1 Mbps
  • Mac
  • Processor Speed: 1.5 Ghz
  • Memory: 512 MB of RAM
  • Video Card: 128MB
  • Operating System: OSX
  • Browsers: Mozilla Firefox 2.0+, Safari 2.0
  • Plugins: Adobe Flash Player 8+
  • Screen Resolution: 1024x768 or higher with 32-bit color
  • Connection Speed: 1 Mbps
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Known Issues

Firebug Extension for Firefox
There are known problems around Firebug, which is a Firefox extension. Any version greater then Firebug version 0.41 have been known to affect playback issues specifically when ad integration is added to the player environment.
Windows Vista with UAC
If you install the Move Networks Player on Windows Vista with User Access Control (UAC) turned off it must always stay off to continue to play content. If UAC is turned on it will require the end user to re‐install the Move Networks Player.
Vista Install Issues with Trend Micro Virus Scanner
The Trend Micro Anti‐Virus software may interfere with installation on Vista machines.
Kaspersky Firewall may prevent playback
Kaspersky Firewall may prevent playback of content even on the lowest settings available. The workaround is to disable the firewall.
Web Pages playing video that allow users to scroll may exhibit visual artifacts
When users scroll within a web page that is playing video with the Move Media client, portions of the video may not be refreshed within the browser.
When multiple players are on a page, pausing or closing players does not always lead to correct bandwidth calculations.
When multiple move players have been instantiated on the page, the player will attempt to balance the load between these players (see Player Prioritization feature description). When some players are paused or closed, the player can continue to act as if those players are still consuming bandwidth. The expected result would be that the remaining players would be allowed to use the share of bandwidth vacated by the paused/closed player. This does not always occur and can lead to sub‐optimal playback within the page.
Internet Explorer 6 on Windows XP and Windows 2000 will not always play content when using the “Automatically Detect Settings” option is set.
Internet Explorer 6, running on Windows XP and/or Windows 2000, will not play back content if the box next to “Automatically Detect Settings,” under Tools Internet Options Connections tab Lan Settings is checked.
Client Statistics on Mac have a timestamps that are local time in the TIM field.
This was added for internal use only and should have no effect on customers. The timestamps for the start of the stats segment, and end of stats segment show a “UTC” but are really local time.
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WORKS ON:   +  
Scan Your iTunes Library Match your iTunes or Windows Media Library with artists, music videos, and playlists found on PluggedIn.com. We'll dynamically assemble your favorites based on what you listen to on your computer and add them to your profile.
  • * Easy installation. Quick results.
  • * Automatically populates your profile.
  • * Completely private and secure.
Version 1.0 Beta, 1 MB