Technical Frequently Asked Questions
We appreciate your feedback and try, wherever possible, to answer your emails, but due to the huge amount of correspondence we can't guarantee a personal reply. Please look at the FAQs below before sending an email - many of your questions are answered here.
Please note that we don't offer translation services.
Technical FAQs
1. I can't hear the audio - why?
To listen to the audio, you will either need the software called Flash or RealPlayer. Without Flash, you'll still see text and pictures, but you won't be able to enjoy the audio.
If it's not already on your computer, Flash can be installed easily and free of charge using the BBC WebWise guide, which you can find here.
To download and install a free version of RealPlayer, follow this step-by-step guide from BBC WebWise.
If you have any other media player or an older version of RealPlayer, they may not be suitable and you may have to download the software again.
Further help can be found here.
If you're using Ma France or the intermediate Crossword, please ensure that you have the latest version of Flash 8.
Can't find what you're looking for? Please contact us.
Back to questions
2. I can't see the videos - why?
To view the videos, you will either need the software called Flash or RealPlayer. Without Flash you'll still see text and pictures, but you won't be able to enjoy the videos.
If it's not already on your computer, Flash can be installed easily and free of charge by using the BBC WebWise guide, which you can find here.
To download and install a free version of RealPlayer, follow this step-by-step guide from BBC WebWise.
If you have any other media player or an older version of RealPlayer, they may not be suitable and you may have to download the software again.
Further help can be found here.
If you're using Ma France or the intermediate Crossword, please ensure that you have the latest version of Flash 8.
Can't find what you're looking for? Please contact us.
Back to questions
3. I don't see anything; it's just a blank page - why?
If you're having trouble viewing some parts of a web page or whole pages seem to be blank, your firewall is usually causing the problem by blocking cookies or scripts that the website can't work without.
Click here for more information about your firewall.
It may also be that you have a pop-up blocker switched on in your browser. You can usually see a yellow bar at the top of the page. You need to 'right click' on it to be able to accept the pop-up.
If you are using Internet Explorer, select Tools and choose the Pop-up Blocker option, then select Pop-up Blocker Settings. In the Address of Web site to allow box, type the address http://www.bbc.co.uk/languages/
Can't find what you're looking for? Please contact us.
Back to questions
4. When I watch the videos, they're slow to load, cut off or don't appear to load at all - why?
This may be due to congestion, which will slow down your connection speed at times of high Internet traffic. Connections to the Internet involve a network of many different servers. Your Internet Service Provider's servers and the BBC's are connected by many others, which will also slow down at times of high traffic.
We have tried to minimise the disruption this may cause in your experience of our site. In the meantime, we suggest you try again, possibly at a different time, but please let us know if you continue to experience problems.
Please note that if you are using Ma France and you have a slow internet connection, we would advise you to pause and wait for the videos to download. Please also ensure that you have the latest version of Flash 8.
Can't find what you're looking for? Please contact us.
Back to questions
5. I click on a link but I don't see the page - why?
It may be that you have a pop-up blocker switched on in your browser. You can usually see a yellow bar at the top of the page. You need to 'right click' on it to be able to accept the pop-up.
If you are using Internet Explorer, select Tools and choose the Pop-up Blocker option, then select Pop-up Blocker Settings. In the Address of Web site to allow box, type the address http://www.bbc.co.uk/languages/
Finally, click on Add.
Can't find what you're looking for? Please contact us.
Back to questions
6. I'm having problems when I try to sign in to a course. I've already subscribed - what should I do?
You should use your existing username each time you visit the site, rather than signing up separately every time. To ensure your changes and progress are stored, remember to click on Save and Quit when you have completed your session.
You should also make sure that you allow cookies to be set. Cookies have an expiry date and should you not return to the site within a month they may have expired. You can find out more about Cookies
here.
Always make sure that you make a note of your username and password for future use.
Please note that if you can see the sign in button at the top of the page in French Steps you have not logged in successfully.
You can sign in to the following courses: French Steps or Ma France.
Can't find what you're looking for? Please contact us.
Back to questions
7. I can't see the keywords - why?
It may be that you have a pop-up blocker switched on in your browser. You can usually see a yellow bar at the top of the page. You need to 'right click' on it to be able to accept the pop-up.
If you are using Internet Explorer, select Tools and choose the Pop-up Blocker option, then select Pop-up Blocker Settings. In the Address of Web site to allow box, type the address http://www.bbc.co.uk/languages/
Finally, click on Add.
Can't find what you're looking for? Please contact us.
Back to questions
8. The text is too small - how can I resize it?
To increase or decrease the text size for the web page that you are viewing, please refer to this page and select Windows, Apple Mac or Linux.
Can't find what you're looking for? Please contact us.
Back to questions
9. I can't add special characters (accented letters) - why?
Your browser is probably not displaying the symbols properly because it's set on a specific default, not compatible with these letters.
Please follow these steps:
1) In your Internet Explorer, go to View
2) In the view menu, choose Encoding
3) In the Encoding menu, choose Western European (ISO))
Please also make sure that you have the latest version of Flash Player downloaded on your machine. You can download it, free of charge, here.
For help with typing the special characters, please refer to this page.
For more information on how to type special characters on a Mac.
Can't find what you're looking for? Please contact us.
Back to questions
10. Can I download Languages' materials for my iPod/mobile phone/MP3 Player?
The only phrases which are currently downloadable are the Quick Fix and Cool Languages in four languages: French, Spanish, Italian, German.
To download the files, 'right click' and choose save target as.
Have a look at Ma France video Podcasts.
To receive up-to-date information about our new courses, you could subscribe to our monthly newsletter. Just click here and enter your email address in the space provided.
Can't find what you're looking for? Please contact us.
Back to questions
11. I've subscribed to the Languages' monthly newsletter but haven't been receiving it - what should I do?
Please try subscribing again by clicking here and entering your email address in the space provided.
Can't find what you're looking for? Please contact us.
Back to questions
12. I've accidently unsubscribed from the Languages' monthly newsletter - what should I do?
Please try subscribing again by clicking here and entering your email address in the space provided.
Can't find what you're looking for? Please contact us.
Back to questions
13. General computer queries
Unfortunately, we are unable to assist with general computer queries. However, the following starting points may be of use:
The BBC's guide to using the Internet: Webwise
Enter your problem/query and search for results with Google
Search Microsoft's support pages here
Search Apple's support pages here
Search Linux's support pages here
Alternatively, you could search for the homepage of the manufacturer of the hardware/software you are experiencing problems with and search there.
Back to questions
Can't find what you're looking for?
Contact us:
We will only use your details to contact you and will not pass them on to anyone else.
Do you want to make a complaint?
Please use our website BBC Complaints.
The BBC is not responsible for the content of external sites
