QMJHL Technical support - FAQ

FAQ

Setting-up your computer / Trouble viewing games

Optimizing your viewing experience

FAQ

What do I need to do to access games for free?

To be able to access games for free, you must be a TELUS High Speed Internet subscriber and use a computer connected to it - and thereby use an approved IP address - when watching the game.

Your computer must meet the minimum computer requirements.

Your computer must be connected with a network cable to your modem or router. A wireless connection (WLAN) is not recommended.

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I am a TELUS customer. How do I access games?

To be authenticated, TELUS subscribers must watch games from a computer connected to TELUS High Speed Internet.

Once connected, they can watch live games by clicking the "Live games" tab, and watch archived games by clicking the "Archives" tab from the top navigation menu.

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I am currently using a computer connected to TELUS High Speed and I still can't access the games.

Contact technical support via e-mail: lhjmq@pqm.net.

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Why is there a fee to watch the games for non-TELUS High Speed Internet customers?

Initially, the QMJHL webcast plan, launched at the end of the 2006-2007 season was to provide the games for free to the fans, financed via an advertising model. We have indeed offered the games free until this season.

For various reasons, this model unfortunately did not work. To be able to continue offering all games to the fans, we were forced to change the business model.

Together with the QMJHL, it was decided to draw on the existing model in Western Canada (see for the WHL: http://livestream.whl.ca/packages.php and the OHL: http://livestream.ontariohockeyleague.com/packages.php), to establish the Quebec offer.

You will find that the cost for a live or an archived game is the same as in the West, but that the entire QMJHL season is offered for only $ 199.95, thereby representing a cost of approximately 30 cents per game. Moreover, the season pass for the QMJHL includes access to all the playoff games, unlike those of the WHL and OHL that only include the regular season for $ 299.95 and $ 289.95 respectively.

As a major partner of the QMJHL for the past eight years, TELUS has invested over 5.6 million dollars in the QMJHL properties, of which 3.7 million for the production, structure and resources necessary to broadcast the games on the Web since 2007. We understand this situation may be frustrating, but this pricing is necessary for us to continue to innovate by investing in the product's quality and to offer all games on the Web.

It is to be noted that all the games are offered without cost to all TELUS High Speed Internet subscribers.

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I'm a special events promoter, restaurant or venue owner, etc. Can I broadcast the games to my clients?

The amount billed using the online payment process is for a personal use licence. Therefore, you cannot broadcast the games to your clients. Nevertheless, you can obtain a commercial licence by inquiring for info at lhjmq@pqm.net

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What should I do if I forget my password?

Use the "Forgot your password?" link from the login page.

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What are the minimum requirements to watch the QMJHL games in High Quality (HQ)?

  • Processor: Intel Pentium IV 1GHz (or equivalent)
  • Microsoft Windows®: XP Home Edition, XP Professional or Vista
  • Microsoft Internet Explorer 7, Firefox 3.0 or Opera 9.5 (or more)
  • 512 megabytes (MB) of RAM
  • Windows Media Player 10 (Windows XP) (or more)
  • Broadband Internet connection or access to a high-speed network
  • Super VGA (800 x 600) or higher resolution
  • 16-bit sound card
  • Speakers/headphones
  • Mac OSX
  • Safari 3.0, Firefox 3.0 or Opera 9.5 (or more)
  • 512 megabytes (MB) of RAM
  • Flip4Mac Quicktime plug-In (download here)
  • Broadband Internet connection or access to a high-speed network
  • Super VGA (800 x 600) or higher resolution
  • Speakers/headphones
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What level of quality should I expect with the High Quality feed (HQ)?

TELUS is proud to offer QMJHL hockey fans a High Quality feed (up to 1 Mbps), allowing a far superior image quality and the possibility to transfer the image on a television (cables required sold separately). In comparison, the standard quality feed is transferred at 400 kbit / s.

Please test your Internet connection to ensure you can support the High Quality feed by clicking here. If you are unable to see the High-Quality feed, you have access to the standard quality feed. Preview the standard quality feed.

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Is it possible to watch the games in full screen?

Yes, although only games in High Quality (HQ) and High Definition (HD) offer an optimal viewing experience in full screen. Here's how:

If you use Internet Explorer, click "Full Screen" at the bottom of the player.

If this doesn't work, double-click on the video.

OR

With your mouse, right-click on the video, select "zoom" in the menu and then "full screen".

OR

This problem can also be related to your Windows Media Player settings.

Please follow the steps below to resolve this problem:

  1. Open Windows Media Player (Programs> Accessories> Entertainment)
  2. In Windows Media Player, select the menu "Tools" and then "Options"
  3. Then click the tab "Performance"
  4. Under "Video Acceleration", move the slider to "Maximum" (All the way to the right)

Note: The full screen option is not available for Mac and Firefox currently.

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I heard that some games are available in HD quality. Is this true?

Yes, some games are webcasted in HD, but are available exclusively to TELUS High Speed Internet subscribers.

For an optimal experience in HD, TELUS high-speed Internet customers must be subscribed to either TELUS High Speed or High-Speed Turbo.

We will let you know in advance which games will be available in HD. Come back often to be the first to know.

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Can I get a copy of the archives on DVD / VHS or download the video on my computer?

Currently the archives are available on request from the website only. The price for 24 hour viewing is $ 3.95 per game. Browse archive

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Why is it that the live video feed can be delayed by 20-30 seconds?

Each step of the live content transmitting process on the Internet adds time to the final delivery to your home computer. The video is transmitted from the shooting location where the event takes place, to PQM.net and the distributed network of servers. Depending on your location, live video can travel on several servers, each adding a slight delay to the delivery time.

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Setting-up your computer / Trouble viewing games

What are the minimum computer requirements needed to watch the QMJHL games on my computer?

  • Processor: Intel Pentium III 666 MHz (or equivalent)
  • Microsoft Windows®: 98SE, 2000, Millennium Edition, XP Home Edition, or XP Professional
  • Microsoft Internet Explorer 5.5, Netscape Navigator 7, Firefox 1.5 or Opera 7.51 (or more)
  • 256 megabytes (MB) of RAM
  • Windows Media Player 9 (Windows 2000), Windows Media Player 10 (Windows XP) (or more)
  • Broadband Internet connection or access to a high-speed network
  • Super VGA (800 x 600) or higher resolution
  • 16-bit sound card
  • Speakers/headphones
  • Mac OSX
  • Safari 1.2, Firefox 1.5 or Opera 7.51 (or more)
  • 256 megabytes (MB) of RAM
  • Flip4Mac Quicktime plug-In (download here)
  • Broadband Internet connection or access to a high-speed network
  • Super VGA (800 x 600) or higher resolution
  • Speakers/headphones
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Is it necessary to use the Windows Media Player to watch the QMJHL games?

Yes. Windows Media Player is the only player that can be used to watch QMJHL games. Windows users can use version 9, 10 or 11. As for Mac users, they may use version 9 for Mac OSX. For optimal performance, we recommend you download the latest version of the player. You can obtain it via the Microsoft Download Center. You can also upgrade your Media Player at all times. Open Windows Media Player and select "Scan for updates ..." in the Help menu (Mac users: select "Check for updates" in the Help menu.)

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The application used to block pop-ups on my computer does not allow me to view QMJHL games. How can I solve this problem?

This type of application prevents the opening of the video player. To solve this problem, it is necessary that you modify the application settings to allow pop-up windows. Please browse the help section of the browser in question for further information. In most cases, the change may be made by selecting from the "Tools" or "Settings" menu, "Internet options" and "block / allow pop-ups.

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How much time is required before the video starts to play?

In most cases, the video should be loaded within 15-20 seconds after buffering in Windows Media Player. However, depending on where you are and the speed of your Internet connection, it can take up to 1 minute before the video can start playing.

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I hear the sound but can't see the video. What could be the problem and how can I fix this?

This problem may be associated with several causes. Here are the steps and options to resolve it:

  1. Some computers can't display video unless the color mode is set to 24 or 32 bits. To confirm if your color mode is appropriate, click on your desktop using the right button of your mouse and select "Properties." Then click the "Settings" tab. Be sure to select the color mode "24 or 32 bits" in the scroll box associated with "Color Quality".
  2. Please download the latest version of Windows Media Player via "Windows Update". To do this, click on the Start menu and then "Windows Update". In the process of updating, you must install the new version of Windows Media Player or Windows Media Player Codec.
  3. Reduce the graphics hardware acceleration. Follow the steps provided by Microsoft by clicking here.
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The video is sometimes displayed upside down and in green and orange. Why?

It is a known issue with Microsoft. To resolve this problem, follow these steps:

  1. Make sure that you have the latest version of Windows Media Player. You can download it by clicking here.
  2. Download the correction on this issue. You can download it by clicking here.
  3. Reduce the graphics hardware acceleration. Follow the steps provided by Microsoft by clicking here.
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The video appears as a "slide show" but I hear the sound.

Your bandwidth may not be sufficient to allow the video to stream smoothly. You must use a broadband connection. Otherwise, try closing other applications to allow the video to display correctly (eg MSN Messenger). This should reduce the use of your bandwidth and increase your streaming efficiency.

See "How can I optimize the speed of my Internet connection?"

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The video does not play and I see no error in the video window, only the download icon.

Some security software installed on your computer can block scripts required for viewing QMJHL games on myTELUS.

To solve this problem with Internet Explorer, please add qmjhl.mytelus.com to your trusted sites by selecting "Tools" from the browser navigation menu. Then, click "Internet Options" and select the Security tab. Finally, click "Trusted Sites" and add the address qmjhl.mytelus.com to your list.

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Why does the video stop sometimes?

Often, when a video breaks it is due to congestion of your bandwidth allocation. If this problem persists, please refresh your window and reselect the desired game.

See "How can I optimize the speed of my Internet connection?"

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Optimizing your viewing experience

How can I optimize the speed of my Internet connection?

Please close other applications and browser windows to dedicate your connection to the processing of the stream via the game video player.

It is also recommended that the other members of your household limit their use of the internet connection at the same time as you are watching a game. Video streaming, large file downloads, as well as live chat per example, can require substantial bandwidth and therefore compete with the streaming of the game.

Finally, it is possible that your Internet connection does not support high-quality streaming. In this case, view games in standard quality or ask you Internet provider for information about the possibility of increasing the speed of your connection.

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What about firewalls?

Some corporate networks and ISPs block video transmissions. If you still can not watch video clips (and even if your system meets all the requirements information above), you are advised to contact your ISP or network administrator, to know whether a firewall blocks the transmission of videos.

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How can I view the game from my TV?

By connecting your computer to your TV via the "S-Video" output- the most common output for laptops.

If your computer has a graphic card with an S-Video output and your TV is compatible with S-video, you can connect both devices using a simple S-Video cable, available at most electronics stores. Check the back of your TV to see if there is an S-video input. (DVD players often use the same cable)

By connecting the computer to the TV via the "RCA" output.
Some newer computers have a TV card with a composite RCA connector. If you have a TV card, you can then connect the computer to the TV using an RCA cable, available at most electronics stores. If your TV does not have an RCA input, you can buy an RCA adapter.

By connecting the computer to the TV via the "VGA" output.
Each computer has a VGA port, normally used to connect a monitor. The only type of television that can be connected to this port is a high definition television (HDTV).

Note:
Newer computers are more likely to have either an S-Video or Composite output RCA. If you've decided to buy a computer, make sure a TV output or "Video" output is in the description. If your cable is not long enough to connect your computer to the television, there are wireless solutions available in many computer stores, as mentioned above.

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When I try to watch the game in Windows Media Player on my TV, all I get is black. How can I see the video?

It is often a problem with the performance of your video card.

Please follow the steps below to resolve this problem:

  1. Open Windows Media Player (Programs> Accessories> Entertainment)
  2. In Windows Media Player, select the menu "Tools" and then "Options"
  3. Then click the tab "Performance"
  4. Under "Video Acceleration", move the slider to" None "(All the way to the left)
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Have more questions?

Contact technical support
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