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Technical Support

Be sure to read the Membership FAQs for answers to many common questions.

Last Updated: Thursday Sept 19th, 2014 @ 7:30PM

Trouble receiving e-mail from us (JoeFrank.com)?

If you have any trouble receiving e-mail from us please make sure to check and try the following:

  • Check your Junk or SPAM folder in case your e-mail provider has accidentally flagged the message.
  • Add *@joefrank.com (check with e-mail host for correct syntax) to your Whitelist or Address Book (some systems check Address Books as a Whitelist)
  • Make sure you aren’t over quota with your e-mail provider. If you aren’t getting any mail this may be the cause and if so please contact them.
  • If all else fails please use the Contact form to get in touch with the Joe Frank Online Support team. We usually respond within 24 hours – most of the time sooner.

NOTE: If you use a spam control service requiring messages sent to you to be
approved, please let us know so that you may receive our response in a timely manner. Failure to do so may cause a delay in our response.

Streaming in Membership area:

If you do not see the Membership you subscribed to listed under “Your Subscriptions” on the right-hand column (where the login is/was) then please “Logout“, close all of your browser windows and then log back in. This has been seen to happen randomly on a variety of devices/browsers.

Selecting the name of the show you want to listen to should create a pop-up of the player that will auto-reload to display and auto-play (when it can) the show. If you do not see a pop-up please disable the Pop-up blocker for your browser and click on the show name again.

Note: The shows are available for download only through the shop – the Membership is subscription-based access to online streaming content only.

Joe Frank Streaming Media:

All streams throughout the site are compatible with the Adobe Flash Player and/or most HTML5 Browsers.  We aim to auto-detect the best display method between HTML5 and Flash for your device and browser.  Currently Chrome for all Operating systems (Windows, Mac, Linux, Android, etc.) provides the best playback solution because of the way they handle HTML5, while other browsers may require Adobe Flash Player to be installed.  Streaming content is delivered in a MPEG4 container of the .M4A (AAC, audio) or .MP4 (H.264, video) file types.

Special Note: We have recently found that Firefox Browser for Android allows full skipping forward and jumping backwards of shows, which at times Google Chrome has issues with.

Below is a table showing all the devices/operating systems/browsers we have tested and confirm work. Just because your device/operating system/browser isn’t listed doesn’t mean it won’t work, it just means we have not personally tested it to ensure it will work correctly:

Windows 98 Firefox 2.x
Internet Explorer 6
Windows XP (32-bit) Firefox 21+
Chrome 27+
Opera 12.15+
Internet Explorer 8
Windows Vista (32/64-bit) Firefox 21+
Chrome 25+
Opera 12.15+
Internet Explorer 9
Safari 5.x
Windows 7 (32/64-bit) Firefox ESR 17.06+
Firefox 21+
Chrome 27+
Opera 12.15+
Internet Explorer 9
Internet Explorer 10
Internet Explorer 11
Windows 8.0 (64-bit) Firefox 21+
Chrome 27+
Opera 12.15+
Internet Explorer 10 (Desktop mode)
Internet Explorer 10 (Metro mode)
Mac OS X (Mountain Lion) Safari 6+
Chrome 27+
Opera 12.15+
Ubuntu 13.04 Firefox 21+
Chrome 26+
Opera 12.15+
IOS 6.2/7.x (iPad 4) Safari
Chrome
Kindle Fire (2011 series) Stock Browser
Kindle Fire HD (2012 series) Stock Browser
Android 2.3.4
(Gingerbread)
Stock Browser (requires Flash)
Opera 12.10 (requires Flash)
Android 4.2.2 (Jellybean) Chrome
Opera 12.10
Android 4.3 (Jellybean) Chrome
Opera 12.10
Android 4.4.4 (KitKat) Chrome
Firefox 31
Opera 22.x

 

Customer Service

We’re proud of our Team’s rapid response. You will never receive an auto-responder email with a generic “someone will get back to you soon.” We usually respond within 24 hours – most of the time sooner – and will help you through whatever problem you may encounter with the Membership. If you do not hear back from us and you used support[at]JoeFrank.com please try the Contact form on this site to ensure there isn’t any mail issues between your e-mail provider and our server.

Please send your email to support[at]JoeFrank.com or use the Contact form on this site.