Technical FAQ

  1. PGATOURLIVE.com Customer Service

    1. My question is not answered here. How can I get more help?
  2. Media Player Questions

    1. Which Media Player do I need to play media on PGATOURLIVE.com?
    2. Where can I download Adobe Flash Player?
    3. Can I watch my tournament feed in my computer's default media player, or do I have to use the player recommended by PGATOURLIVE.com?
    4. How do I view PGATOURLIVE.com events in Full Screen?
    5. What software should I keep up to date for the best PGATOURLIVE.com functionality?
  3. Browser Questions

    1. How do I delete my browser's cache?
    2. I know I need to enable cookies for PGATOURLIVE.com to function properly. How do I enable cookies on my browser?
    3. How do I disable the Pop-Up Blocker built in to my browser?
  4. Compatibility Questions

    1. Can I access PGATOURLIVE.com on a Mac?
    2. Can I access PGATOURLIVE.com on a plane or through a mobile hot spot?
    3. For work, my computer requires the use of a VPN Connection and/or Proxy, will this interfere with PGATOURLIVE.com?
  5. Video Link Questions (PGATOURLIVE.com)

    1. When I click on the event link, nothing happens and no browser window pops up. What should I do?
    2. When I click on the event link, the Media Player launches, but the player screen is blank. What should I do?
    3. When I click on the event link, all I see is a plug-in prompt or a message saying "Stay Tuned..." What is happening?
    4. I tried to log in to view the event and received a message telling me that I have logged in too many times, or am logged in on multiple computers, what should I do?
  6. PGATOURLIVE.com Questions

    1. How can I improve the quality of my video feed?
    2. Which tournaments will be available in HD? Is there any special software required to view them in HD?
    3. When I try to play an event, a box comes up which says I need to install a new version of Adobe Flash Player? What should I do?
    4. The video quality of my feed is inconsistent and "choppy". How can I improve it?
    5. How can I connect my computer to my television to view PGATOURLIVE.com?
    6. I switched to full screen mode and the message to "Press ESC to Exit Full Screen Mode" will not go away, what can I do?
    7. I launched the event in Full Screen and now my laptop's touchpad does not work, what happened?
    8. I have received a Flash Player error or the quality of the video is very poor and/or choppy compared to how it should normally look at this quality level. What should I do?
    9. When trying to launch an event, the media player opens and only shows a gray screen with the silhouette of the PGA TOUR logo or my browser hangs and the round does not start up. What can I do?
    10. I am trying to watch a live PGATOURLIVE.com event and can see that the video is playing, however the image is jumbled and unclear, blurring the colors of the video. What should I do?
    11. When I try to watch an event, the media player opens to a blank white screen and/or I can hear audio but do not see any video. What should I do?




  1. PGATOURLIVE.com Customer Service

    1. My question is not answered here. How can I get more help?
      If your question isn't answered here, please check the other sections of the FAQs. You can also contact our Customer Service Department.
  2. Media Player Questions

    1. Which Media Player do I need to play media on PGATOURLIVE.com?
      To watch PGATOURLIVE.com multimedia content and/or live and archived PGATOURLIVE.com feeds, we recommend installing the latest Adobe Flash Player on your computer. For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player. See the System Requirements for additional details.
    2. Where can I download Adobe Flash Player?
      Adobe Flash Player can be downloaded and installed here.
    3. Can I watch my tournament feed in my computer's default media player, or do I have to use the player recommended by PGATOURLIVE.com?
      We recommend users utilize the PGATOURLIVE.com native player. Alternative players are not supported, and may not function properly.
    4. How do I view PGATOURLIVE.com events in Full Screen?
      To view an event in Full Screen, click on the arrow icons in the bottom right corner of the Media Player. Once in Full Screen, to go back to the default player size either mouse over the tool bar and click again on the arrow icons, or press the ESC key on your keyboard.
      If you do not see the square icon on the bottom of your media player, the zoom functionality of your browser may be zoomed in too much to see the entire media player. To resolve this, go to your browser's "View" menu and select either "100%" or "Actual Size" to restore the browser to the default view.
    5. What software should I keep up to date for the best PGATOURLIVE.com functionality?
      To receive the best performance from PGATOURLIVE.com, make sure to update Adobe Flash Player, and your Internet browser.

      To download the latest version of Adobe Flash Player, visit this page. From here, follow the prompts on Adobe's website to update Adobe Flash Player.

      Keep in mind that on Windows, the installation for Adobe Flash Player is separate for Internet Explorer and Firefox (or any other Internet browser), so you may need to install or update Adobe Flash Player within each browser.

      We also recommend keeping your operating system up to date by running either a Windows Update on Windows computers, or Software Update if you are using a Mac.

      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
  3. Browser Questions

    1. How do I delete my browser's cache?
      If you are having difficulty accessing PGATOURLIVE.com, you should clear out your browser's cache. If you receive a "Page Cannot Be Displayed" or similar error message, deleting your browser's cache may solve the problem. Here is how to clear the cache in the most popular browsers supported by PGATOURLIVE.com:

      Internet Explorer
      Click on the Tools menu and select Internet Options
      In the General Tab, under the Browsing History section, click Delete
      Click the Delete Files button next to Temporary Internet Files
      Click Yes

      Firefox (PC and Mac)
      Click the "Tools" menu
      Select "Clear Recent History"
      Select "Everything" in the drop down menu on the top right of the new window
      Click on the arrow next to "Details" to list more options
      Check the box next to "Cache" and click on "Clear Now"

      Google Chrome (PC)
      Click the Tools menu
      Select "Clear browsing data"
      Check the box next to "Empty the cache"
      Click "Clear Browsing Data"

      Google Chrome (Mac)
      Click the Chrome menu
      Select "Clear browsing data"
      Check the box next to "Empty the cache"
      Click "Clear Browsing Data"

      Safari 5
      Click the Safari menu and select Empty Cache
      Click Empty

      Safari 6
      Click the Safari menu and select Preferences
      In the Preferences menu click on the "Advanced" tab
      Check the box next to "Show Develop menu in menu bar"
      In the Develop menu that is now available, select "Empty Caches"

      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    2. I know I need to enable cookies for PGATOURLIVE.com to function properly. How do I enable cookies on my browser?
      Below are directions on how to enable cookies on the most popular browsers supported by PGATOURLIVE.com:

      Internet Explorer
      Click on the Tools menu and select Internet Options
      In the Privacy tab, the bar on the right slides up or down, setting the cookie level
      Configure your browser to accept cookies, at your preferred level

      Firefox (PC)
      Cick on the Tools menu
      Select Options
      Click the Privacy tab
      Check "Accept cookies from sites"
      Click OK

      Firefox (Mac)
      Pull down the Firefox menu and select Preferences
      Click the Privacy tab
      Check "Accept cookies from sites"

      Safari (Mac)
      Pull down the Safari menu and select Preferences
      Select the Security tab
      Configure your browser to accept cookies, at your preferred level

      Google Chrome
      Click on the Tools menu and select Options
      Choose the "Under the Hood" tab
      Under the "Privacy" choose the "Cookie Settings" drop down menu
      Configure your browser to allow cookies, at your preferred level

      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    3. How do I disable the Pop-Up Blocker built in to my browser?
      Below are directions on how to disable Pop-Up Blockers on the most popular browsers supported by PGATOURLIVE.com:

      Internet Explorer
      Click on the Tools menu and put the mouse over "Pop-up Blocker"
      In the menu that pops up select "Turn Off Pop-up Blocker"

      Firefox (PC)
      Cick on the Tools menu
      Select Options
      Click the Content tab
      Uncheck "Block pop-up windows"

      Firefox (Mac)
      Pull down the Firefox menu and select Preferences
      Click the Privacy tab
      Uncheck "Block pop-up windows"

      Safari (Mac)
      Pull down the Safari menu
      Click on "Block Pop-Up Windows" so that there is no longer a check to the left of the where it says "Block Pop-Up Windows"

      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
  4. Compatibility Questions

    1. Can I access PGATOURLIVE.com on a Mac?
      Yes, PGATOURLIVE.com uses Adobe Flash Player and is compatible with Mac OS X. Adobe Flash Player can be downloaded and installed here.
      PGATOURLIVE.com content works best on Mac OS X with Safari, Firefox, and Google Chrome. For more information, see our System Requirements.
    2. Can I access PGATOURLIVE.com on a plane or through a mobile hot spot?
      PGATOURLIVE.com live and archived content is subject to blackout restrictions and relies on location data provided by the PGA TOUR LIVE application or your ISP for verification. The following factors may affect successful blackout verification: Location services are not enabled on the device, GPS satellites are not visible due to being indoors/away from windows; a cellular data or Wi-Fi hotspot, satellite, hotel or corporate/VPN internet connection is being used; You are attempting to access while traveling in motion (plane, train or automobile).
    3. For work, my computer requires the use of a VPN Connection and/or Proxy, will this interfere with PGATOURLIVE.com?
      Yes they can. If you are using a VPN Connection or Proxy and are having problems with PGATOURLIVE.com, then you should disable them and try to access the event again.
  5. Video Link Questions (PGATOURLIVE.com)

    1. When I click on the event link, nothing happens and no browser window pops up. What should I do?
      Clicking on event links for live and archived video automatically redirects your webpage to our page-in media player. If you have a Pop-Up Blocker or Ad-Blocker enabled, whether in your browser or through a separate program or add-on, you may need to either disable the Pop-Up Blocker or add "*.PGATOURLIVE.com" (without the quotation marks) to the blocker's Exceptions List.
      If you have any Internet security programs (e.g., Kaspersky, Norton, McAfee), Firewalls or add-ons (e.g., IE7 Pro, Google Toolbar) that include a Pop-Up Blocking feature, you may need to either disable the Pop-Up Blocking feature or disable the program entirely.
      For information on how to disable the pop-up blocker built in to your browser, click here.
      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    2. When I click on the event link, the Media Player launches, but the player screen is blank. What should I do?
      First, make sure that you have the latest version of your browser and Adobe Flash Player installed, which you can download here. If you are still having problems, disable Hardware Acceleration within Flash Player:
      Right click on the video and choose "Settings"
      Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close".
      If that does not help, delete your Flash Cache by going to this page and click "Delete All Sites".
      If you have any Internet Security Programs (e.g., Kaspersky, Norton, McAfee), Firewalls or add-ons (e.g., Adblock Plus) that include an Ad-Block feature, you may need to either disable the Ad-Block feature or disable the program entirely. In addition to Adblock Plus, other Firefox add-ons which can prevent the media player from loading properly are Flashblock and NoScript. If you are having problems with the Media Player and have these add-ons installed, disable or uninstall them.
      You may also be behind a firewall that is stopping the content. To receive PGATOURLIVE.com content, we recommend setting PGATOURLIVE.com as a trusted site in your firewall software. Please consult the Help section of your firewall software for further support.
      If you are still having problems you may need to disable your firewall software or find out if your network (especially if you are in an office) prevents PGATOURLIVE.com or PGATOURLIVE.com features (such as videos) from loading.
      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    3. When I click on the event link, all I see is a plug-in prompt or a message saying "Stay Tuned..." What is happening?
      If you see only a plug-in prompt or a message that reads, "Stay Tuned..." it is likely that the stream you are trying to watch is not yet active. Please confirm the event has started; if so, wait five minutes and check the link again.
    4. I tried to log in to view the event and received a message telling me that I have logged in too many times, or am logged in on multiple computers, what should I do?
      Please confirm that other people are not using your account. If you have shared your account information with other people, then you may be prevented from logging in to your account. If you are worried that others are accessing your account, you should change your password under your account profile.
      The best way to prevent this error is to log out of PGATOURLIVE.com every time you are finished watching an event by clicking the Logout button on the top right of any PGATOURLIVE.com page. The next time that you would like to watch an event you will be prompted to log in before the round launches.
      If you have already seen this error message, and you are sure that no one else is using your account, log out of PGATOURLIVE.com, close all of your open browser windows and exit your browser. Next, re-launch your browser, and click on the game that you would like to watch in the Multimedia Center, where you will be prompted to log in again.
  6. PGATOURLIVE.com Questions

    1. How can I improve the quality of my video feed?
      The PGATOURLIVE.com Media Player is designed to automatically choose the best video quality setting for you based on the speed of your connection. For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player. When playing a live or archived PGATOURLIVE.com event, if the media player continues to buffer, repeatedly reconnect, or shows only a frame-by-frame "choppy" feed, then there may be a problem with the bandwidth (speed) of your connection. PGATOURLIVE.com standard content is streamed at a minimum of 1800kbps, so your bandwidth must be consistently pulling 1800kbps to receive a feed. High quality PGATOURLIVE.com content is streamed within 3000kbps and your bandwidth must be consistently pulling 90% of the streaming rate to receive a high-quality video feed.
      The recommended bandwidth for PGATOURLIVE.com standard content is 1800kbps; the recommended bandwidth for higher quality PGATOURLIVE.com content is 3000kbps and above. A user connecting below the required bandwidth may experience choppiness on their streams.
      Finally, if you have implemented the above recommendations and still experience a poor quality video feed, heavy Internet traffic may be the problem. If you continue to experience difficulties, please contact PGATOURLIVE.com Customer Support toll free in the U.S. and Canada at 800-515-9990 (International customers can dial 512-434-1542). Please be prepared to provide the following information:
      Your full name.
      Your phone number.
      Your PGATOURLIVE.com registered email address.
      Your Operating System. (Windows XP, Vista, 7 MAC 10.5.x, 10.6.x, etc.)
      The browser you are using and its version number. (To find out version, pull down the browser's Help menu and select About.)
      Your Internet Service Provider.
      Your connection type.
      Your IP address*.
      The results of your bandwidth tests.
      Your location. (Home, office, wireless, etc.)
      Time of access.
      Game you are attempting to access.
      * To look up your IP Address click here.
    2. Which tournaments will be available in HD? Is there any special software required to view them in HD?
      You may view events with an HD quality picture if the source feed is distributed in HD, you are an PGATOURLIVE.com subscriber with the latest Adobe Flash Player and have sufficient bandwidth. For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player. Our highest quality HD feed requires an Internet connection with a consistent bandwidth of at least 3Mbps. If you do not have this amount of bandwidth, the bitrate will adjust to one of our lower quality streams. If you are unsure what the bandwidth of your Internet connection is, you can check with our bandwidth test.
    3. When I try to play an event, a box comes up which says I need to install a new version of Adobe Flash Player? What should I do?
      Click yes in the message box to install the new version of Adobe Flash Player. Then follow any necessary steps to complete the installation. After the update has completed, you will be able to load the game.
      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    4. The video quality of my feed is inconsistent and "choppy". How can I improve it?
      First, make sure you have the latest version of Adobe Flash Player installed. You can download the latest version here.
      If you are still having problems, try viewing the event in another browser. Keep in mind that on Windows, the installation for Adobe Flash Player is separate for Internet Explorer and Firefox (or any other Internet browser), so you may need to install Adobe Flash Player in the new browser.
      In addition, you should close any sites or programs that are open on your computer or network, as these may slow down your Internet connection. For instance, downloading music or movies from an online store, or playing online games on a computer or video game system are all activities that may slow down your connection and negatively impact PGATOURLIVE.com performance. To make sure you have a fast enough connection at the moment, check the speed of your Internet connection with our bandwidth test.
      If no other programs or sites are running and your connection is slow, power cycle your modem and/or router. To do this, unplug your modem, as well as any wired or wireless router you are using, for about 10 seconds. Then re-plug the device(s). Wait a few minutes as your Internet connection resets and, then, try to view the event again. Finally, if you are still having problems and/or the media player itself is reacting slowly, check to make sure your computer is compatible with our System Requirements.
    5. How can I connect my computer to my television to view PGATOURLIVE.com?
      Windows:
      Use the necessary video cable to connect your computer to your television. An adapter may be necessary.
      Turn off alarm
      If you are not connecting your computer to your television with an HDMI cable, to send audio from your computer to your television or sound system, connect your computer's Audio Out or Headphone jack to your television or sound system's corresponding Audio In jacks.
      Switch your TV to the channel necessary for viewing the input from the connection you used. This can usually be done via the Source, Video, or Input buttons on your remote (the correct button is specific to the television). If you are using a desktop and the TV is the only display you are using on your computer, skip to step 8.
      In the Start menu go to Control Panel or Settings and then Control Panel.
      In Windows XP double click on the Display icon, and then choose the Settings tab for the display settings. In Windows Vista, choose Personalization and then Display Settings.
      Choose your television from the drop down menu under the word "Display" (if you do not see another monitor listed, restart your computer). Check the boxes next to "Extend my Windows desktop on to this monitor" and "Use this device as my primary monitor". Hit Apply.
      Launch the event, choose to view it in full screen by clicking on the Full Screen icon on the bottom right of the player.

      Mac:
      Use the necessary video cable to connect your computer to your television. An adapter may be necessary.
      If you are not connecting your computer to your television with an HDMI cable, to send audio from your computer to your television or sound system, connect your computer's Audio Out or Headphone jack to your television or sound system's corresponding Audio In jacks.
      Switch your TV to the channel necessary for viewing the input from the connection you used. This can usually be done via the Source, Video, or Input buttons on your remote (the correct button is specific to the television). If you are using a desktop and the TV is the only display you are using on your computer, skip to step 7.
      Open System Preferences and click Displays. If your display hasn't already been detected and functioning, click on the "Detect Displays" button.
      Click on the Arrangement tab. Set up the correct alignment between your computer display, and the TV. Then drag the menu bar on the current primary display over to the display representing your television. This will set your TV as the primary display.
      If you would like to change the screen resolution and attempt to improve the image, you can do so by clicking on a different resolution under "Resolutions" in the Display window that is open on your TV. Keep in mind that Apple already detects and implements the native resolution for the display.
      Launch the event, choose to view it in full screen by clicking on the Full Screen icon on the bottom right of the player.

      Note:
      As with most products from PGATOUR.com, PGATOURLIVE.com is designed for viewing on a computer. However, we have had good results with watching PGATOURLIVE.com on a television monitor using the instructions above. You can also view PGATOURLIVE.com on your television by using one of the supported devices listed here.
    6. I switched to full screen mode and the message to "Press ESC to Exit Full Screen Mode" will not go away, what can I do?
      You probably have an older version of Adobe Flash Player installed. Upgrade your Flash Player to the latest version by clicking here, then close and restart your browser.
      Re-launch the player and the full screen message should now go away after a few seconds.
    7. I launched the event in Full Screen and now my laptop's touchpad does not work, what happened?
      This may be due to a problem that occurs between Adobe Flash Player and laptops with Synaptics touchpad drivers. If this happens to you, simply hit the space bar and your touchpad should start working again.
    8. I have received a Flash Player error or the quality of the video is very poor and/or choppy compared to how it should normally look at this quality level. What should I do?
      First, make sure that you have the latest version of Adobe Flash Player installed.
      Then, increase your local Flash Storage for PGATOURLIVE.com:
      Right click on the video and select Settings from the menu that comes up.
      Click on the folder icon for Local Storage settings.
      Raise the amount of allowed information to 10MB. If you still have problems try Unlimited.
      Uncheck the box next to "Never Ask Again" and click Close.
      You can also update these settings here.
      If you continue to have problems, disable Hardware Acceleration within Flash Player:
      Right click on the video and choose "Settings"
      Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close"
    9. When trying to launch an event, the media player opens and only shows a gray screen with the silhouette of the PGA TOUR logo or my browser hangs and the round does not start up. What can I do?
      If you are receiving a gray screen with the silhouette of the PGA TOUR logo in the player please try the following:
      Disable any Ad Blocking features or plug-ins that you may have enabled in your browser or security programs. If you are using Firefox, disable the following plug-ins if you are using them: AdBlock Plus, FlashBlock, and NoScript.
      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    10. I am trying to watch a live PGATOURLIVE.com event and can see that the video is playing, however the image is jumbled and unclear, blurring the colors of the video. What should I do?
      To resolve this issue, disable Hardware Acceleration within Flash Player:
      Right click on the video and choose "Settings"
      Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close".
      After disabling Hardware Acceleration close the event and then relaunch it.
      DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION: Any change you make to your configurations is at your own risk. In no event shall PGATOURLIVE.com or any other PGATOUR.com entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.
    11. When I try to watch an event, the media player opens to a blank white screen and/or I can hear audio but do not see any video. What should I do?
      If the media player opens to a blank white screen which may play audio but no video when you try to watch an event, you should disable Hardware Acceleration in Adobe Flash Player. First, make sure that you have the latest version of Adobe Flash Player installed. Then, disable hardware acceleration in Flash Player by loading a highlight video on PGATOURLIVE.com, right click on the video, choose "Settings", click on the first tab in the window that comes up, and uncheck the option to "Enable hardware acceleration", then click "Close". After disabling hardware acceleration, try watching the event again.

For a one-time 10 minute preview, create a free account.

* Password must be 8 or more characters, mixed case, at least 1 number and at least 1 special character


By creating an account for PGA TOUR LIVE, you agree to PGA TOUR LIVE Terms of Use and Privacy Policy
Already a subscriber? Sign In Learn More