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World Cup Digital FAQs & Support

This is the SBS / The World Game Support, Status & FAQs page specifically for the 2018 FIFA World Cup mobile app, and the SBS | Optus World Cup VR app.

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Source: SBS

Current App & Stream Status

Known Issues
 

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Mobile Apps
  • 2018 FIFA World Cup App - iOS : LIVE
  • 2018 FIFA World Cup App - Android : LIVE
  • SBS|Optus FIFA World Cup VR App - iOS : LIVE
  • SBS|Optus FIFA World Cup VR App - Android :  LIVE
  • SBS|Optus FIFA World Cup VR App - Occulus/GearVR : LIVE

 

This page covers FAQ and Support for the following platforms only:

  • 2018 FIFA World Cup App - iOS
  • 2018 FIFA World Cup App - Android
  • SBS|Optus FIFA World Cup VR App - iOS
  • SBS|Optus FIFA World Cup VR App - Android
  • SBS|Optus FIFA World Cup VR App - Occulus/GearVR
Note if you are an Optus customer using one of these above platforms seeking support with login, registration, or general technical support including video, you should seek support from Optus Sport .

What this page does not cover:

  • Optus customers using the above listed applications - support should be sought .
  • SBS On Demand - Support is available .
  • Optus Sport mobile apps, connectedTV apps, gaming console apps, or Optus Sport website. Support is available .

Coverage

Q: How can I watch the matches?
The 2018 FIFA World Cup will covered by SBS on more platforms, on more screens and more devices than ever before. For a breakdown on how and where you can enjoy the World Cup on SBS, .

Q: Where can I see the match schedule, what games SBS is showing, or find out when my team is playing?
SBS’s coverage will feature 25 premium matches, including all Socceroos games, all Semi-Finals, the Final, and overall will feature at least 19 of the 32 competing nations. The World Game has a fixtures list that will be updated during the tournament , along with on our social channels. 

Q: Why aren’t you showing my team’s game?
SBS will broadcast the match of the day, every day, from the World Cup live, free and in HD for all Australians on television. Our television coverage will feature 25 premium matches, including all Socceroos games, all Semi-Finals, the Final, and overall will feature at least 19 of the 32 competing nations. SBS also will present comprehensive highlights, analysis and opinion of all 64 matches on television, radio and online via The World Game.

Q: Where can I watch matches that SBS is not showing?
Matches SBS is not airing on television will be available on the official 2018 FIFA World Cup app™ and the Optus Sport app through an Optus Sport subscription, which is available to all Australians month-to-month for a small fee. Please for further information.

Q: What World Cup matches will you choose to broadcast in the later stages of competition?
SBS will broadcast all Socceroos matches plus both Semi-Finals and the Final live, free and in HD for all Australians. SBS will select key fixtures throughout the Round of 16 and Quarter Finals to bring games to audiences for free that tell the story of the tournament.

SBS Radio will broadcast audio coverage of all 64 matches of the tournament in multiple languages. For more information visit https://www.sbs.com.au/radio/worldcup

Q: Will SBS be broadcasting Australia’s matches?
Yes, SBS will broadcast all FIFA World Cup matches in which the Socceroos compete.

Q: Will SBS commit to show every team?
It is not possible to say at this point if SBS can make a commitment to show every team as we do not know what the schedule for the Round of 16 and finals will be, and how the matches will fall. SBS will broadcast matches featuring 22 of the 32 competing nations in the Group Stage.

Q: Why isn't SBS airing any Argentina, Croatia, Iceland or Nigeria games in the Group Stage?
SBS will air one match per day throughout the 2018 FIFA World Cup Russia, including all Socceroos matches. As the World Cup Group Stage Draw has seen Argentina and Croatia drawn in Group D along with Iceland and Nigeria, all matches featuring those nations are held on the same day as Australian matches in Group C, thus making them unavailable for SBS to broadcast.

SBS Radio will broadcast audio coverage of all 64 matches of the tournament, including all matches in which Argentina, Croatia, Nigeria and Iceland compete, in multiple languages.

Q: What languages will you be covering the games in?
SBS Radio will broadcast audio of all 64 matches of the tournament live and free to all Australians in multiple languages. Full coverage schedule, including available languages can be found . This schedule will be updated throughout the tournament, and is subject to change)


General

Q: How do I Chromecast with my iOS or Android device


Here is the process to setup Chromecast for iOS and Android (from the official Google instructions)

  • iOS: https://support.google.com/chromecast/answer/2998456?hl=en&co=GENIE.Platform%3DiOS
  • Android: https://support.google.com/chromecast/answer/2998456?co=GENIE.Platform=Android&hl=en (edited)
Q: Why do I receive a geo-block or blackout message?

Our rights for the 2018 FIFA World Cup only extend to Australia. We are unable to provide live streams, replays or FIFA match video content and clips outside of Australia.

Q: What devices and OS versions do you support for the World Cup apps?

  • 2018 FIFA World Cup App: iOS v10 and above  |  Android v4.4 and above
  • SBS | Optus World Cup VR: iPhone 6 and above / iOS v9 and above  |  All Android devices running v5 and above
  • Website (Match Streaming & full match replays, statistics and squads/lineups): Chrome 46+  |  Firefox desktop 42+  |  Internet Explorer 11 (Windows 8.1 and above only)  |  Microsoft edge 13+  |  Safari Os X 8+
Q: More video player queries?
On web browsers, we support HTML5. The videos are available in adaptive bit rate format, for live matches and full match replays:

The bit rate is up to 1920x1080px at 6.5Mbps (Quality: adaptive to your internet connection and subjected to video production). This is subject to the source video production.

Q: Why can’t I get any videos to play?
Desktop

  • Update your browser version
  • Clear your browser's cache
  • Disable any ad/content blocker plugins you may have installed on your browser
  • Try another browser for comparison
  • Restart your network connection
  • Try connecting your computer directly to your modem. If this works, there's likely an issue with the router itself
  • Make sure you're not using a custom DNS or VPN
Mobile Phones & Tablets

  • Try deleting and reinstalling the app
  • Update your iOS/OS/OS X software
  • Check you're not using any content or data blocking apps such as Ad blocker plus or Crystal
  • If you're using a mobile network, try switching to a network connection to see if things improve
Q: Why are videos not loading on the website?
Occasionally there are times when some users have issues watching videos on desktops and laptops. There are many reasons why this may occur, and many, if unrelated to bandwidth or connectivity issues can be resolved by manually clearing your browsers cache. We have detailed some instructions below on how to do this in supported browsers.

Google Chrome (Windows & Mac)

  • Open Chrome
  • On your browser toolbar on the right hand side, click More > More Tools > Clear Browsing Data
  • In the 'Clear browsing data' box, select the tickboxes for Cookies and other site data and Cached images and files Use the menu at the top to select the amount of data that you want to delete.
  • Choose beginning of time to delete everything Click Clear browsing data
Internet Explorer 11

  • In Internet Explorer, select the Tools button, point to Safety, and then select Delete browsing history
  • Choose the types of data or files you want to remove from your PC (in this case, cached images and temporary internet files), and then select Delete
  • If deleting just cached images still does not work repeat the process above but delete cookies
  • NOTE: theworldgame.sbs.com.au contains some components, such as video players, statistics widgets and interactive modules that are not compliant with IE11. We do not have control over these elements. If you are experiencing issues with IE11 with one of these elements, we do first suggest switching to an alternative browser listed here amongst compatibility.
Firefox

  • Click the menu button (the three lines) and choose Options
  • Select the Privacy & Security panel
  • In the Cached Web Content section, click Clear Now
  • Close the _about :preferences_ page. Any changes you've made will automatically be saved
Safari - Version 8 - 10

  • Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences
  • In the window that appears, click the Privacy tab. Click the button Remove All Website Data
  • Click Remove Now in the pop up window that appears
Safari - Version 10+

  • Click on Safari and then on Preferences Select Privacy and then click Manage Website Data
  • Select Remove All and then in the small popup, selection Remove Now
Microsoft Edge

  • In Microsoft Edge, go to More > Settings
  • Under Clear browsing data, select Choose what to clear
  • Check the boxes next to any data type you’d like to clear, then select Clear
  • If you’d like, turn on the setting below the check boxes to Always clear this when I close the browser
Q: Why does the ad play but not the video itself?
Desktop:

  • Update your browser version
  • Clear your browser's cache
  • Disable any ad/content blocker plugins you may have installed on your browser
  • Try another browser for comparison
  • Restart your network connection
  • Try connecting your computer directly to your modem. If this works, there's likely an issue with the router itself
  • Make sure you're not using a custom DNS or VPN
Phones & Tablets:

  • Try deleting and reinstalling the app
  • Update your iOS/OS software
  • Check you're not using any content or data blocking apps such as Ad blocker plus or Crystal
  • If you're using a mobile network, try switching to a network connection to see if things improve

Login

Q: Why can’t I create an account?
Creating an account and logging in should be simple and easy, so if you're having troubles, there might be a step that's been missed somewhere along the way.

  • Check you've entered all required fields before hitting 'submit'
  • Check the email address you've entered is correct. Typos in emails can quite often be the cause of failed login attempts
  • Haven't received your validation email? Check your spam or junk folder
  • For questions or queries related to Optus Sport Login - please contact .

 

Technical Video Support

Q: What video quality do you use?
SBS will provide the optimal video quality depending on the current download bandwidth of your Internet connection, up to a maximum of a Full HD experience. Our video players use adaptive bandwidth technology to periodically check your Internet connection and deliver you the optimal video quality experience for that connection. If the available bandwidth changes as you watch a game, the picture quality will fluctuate.

Live streaming is provided at 50 & 25 frames per second depending on the available bandwidth that a user has. The videos are available in adaptive bit rate format, both live and on-demand. The bit rate has a maximum of 1920x1080px at 6.5Mbps. This is subject to the source video production.

Q: What are the minimum system requirements?


  • Google Chrome version 37 or later on Windows 7 or later, Mac OS X 10.9 or later (Mavericks), or Linux*
  • Internet Explorer 11 or later on Windows 8.1 or later (Note there are some known performance and compatibility issues with IE11. We suggest upgrading or switching your browser for optimal experience.)
  • Microsoft Edge on Windows 10
  • Mozilla Firefox version 47 or later on Windows Vista or later, Mac OS X 10.7 or later, or Linux*
  • Supported on stable, official release builds from Mozilla. Non-Mozilla builds are not supported.
  • Opera version 33 or later on Windows Vista Service Pack 2 or later and Mac OS X 10.9 or later
  • Safari on Mac OS X 10.10 or later (Yosemite) - Supported on all 2012 or later models and select 2011 models
  • Due to the many configurations of Linux available, customer support is unable to assist with troubleshooting issues on Linux devices.

Desktop, Laptop & Mobile Web Specific

Q: Why am I seeing a blank screen when playing a video
Make sure you have pressed the play button for your video and wait a minute or two. If you still cannot play the video then your issue may be due to the following:

  • Low Memory: if your computer has less than the minimum 512 MB of memory or you are running many applications at the same time, close other applications before playing a video.
  • Low Bandwidth :it is required that you have either a Cable or ADSL modem providing at least 750 kbps download speed. Contact your internet provider if you suspect you are getting less than this speed.
Q: Why am I experiencing choppy or pixelated video
Live World Cup coverage and full match replay in the DIVA player features adaptive playback which dynamically adjusts the quality of the video stream you receive based on the speed of your connection. If your connection speed fluctuates (many factors can contribute to this such as network congestion during peak times and other devices sharing your connection) DIVA detects this and lowers the quality of the video stream to ensure you can continue viewing the content without interruption.

  • Make sure your computer is up to date with the latest patches and your video card's drivers are current.
  • Disable hardware acceleration as it can cause choppy video playback.
  • Increase virtual memory as it can improve video playback.
Q: Why am I seeing loading circles?
If you're trying to watch a game and you're seeing a continuous loading circle or connection error within the video player, this can usually be resolved clearing your web browser's cache, and relaunching the browser.

If you're unsure of how to clear your web browser's cache, please see the below links to instructions for the most commonly used browsers.

  • Chrome - https://support.google.com/chrome/answer/95582?hl=en
  • Firefox - https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
  • Internet Explorer 11 - http://windows.microsoft.com/en-us/internet-explorer/manage-delete-browsing-history-internet-explorer#ie=ie-11
  • http://windows.microsoft.com/en-us/windows-vista/delete-temporary-internet-files
  • Safari - http://support.apple.com/kb/PH17191
  • If clearing your browser cache and relaunching does not solve the issue, it may be related to a web browser media player plugin issue.

FIFA World Cup Mobile App Specific

Q: Why can't I download the app from the Apple App Store?

Please check and ensure that your Apple ID country or region is set to Australia. Please read more information on how to do this, and the implications of this action, on this Apple Support page - https://support.apple.com/en-au/ht201389



Further Technical Support

Further technical specific support is available via wcsupport@sbs.com.au

 

 

 

 


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Watch the FIFA World Cup, Tour de France, Giro d’Italia, Vuelta a España, Dakar Rally, World Athletics / ISU Championships (and more) via SBS On Demand – your free live streaming and catch-up service.
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14 min read
Published 1 April 2018 at 11:00am
By SBS The World Game
Source: SBS