Support FAQ

If you run into any trouble with your Inner Espresso, please check this list of common issues. If it doesn’t address your issue, please contact us at support@innerespresso.com with your question. We want to make sure your pot is brewing, not boiling over!

The system says I have to log back in. Why?

Most of the time http://my.innerespresso.com remembers your login. You will have to log back in if you switch computers, clear your browser cache or cookies, or we reset the system on our end due to maintenance or an upgrade.

I’ve forgotten my password. Now what?

Enter your email here http://my.innerespresso.com/user/password and a temporary password will be sent to you.

The website says I have to get or upgrade the Flash Player. What’s that?

The Flash Player is a free browser plug-in from Adobe (www.adobe.com) that helps websites display compelling multi-media. Over 98% of all computers have the Flash Player installed. It’s very safe and very quick to install. Inner Espresso uses Adobe Flash to deliver your Inner Espresso videos. We need you to have a recent version of the Flash Player to make sure you can watch our high quality videos so if you have an old version you may need to upgrade. You will be directed at the Adobe website if you need to install or upgrade. It will just take a minute and then you can come back to watch your video.

I’m not seeing any video, just a black box. Why?

Something must be interfering with the transmission of our video signal to your computer. The most common cause is a hardware or software firewall that is intentionally blocking the signal. Our videos are usually delivered via Adobe’s RTMP protocol on Port 1935, or RTMPT protocol on Port 80. If you have a software firewall running on your computer (e.g. Windows Firewall, Norton, McAfee, ZoneAlarm, Little Snitch, etc.) you should check the settings. Sometimes there are firewalls built into home routers and gateways that need to be configured. If you are in a corporate or campus environment there may be a hardware firewall under the control of your network administrator. It’s beyond our capability to help configure every firewall out there, but if you’re stuck please write and we’ll do our best to help. We have a simple port test at http://my.innerespresso.com/support/port-test that you can use to help diagnose the problem. If you write please include the results of this test in your email.

I see the video but it doesn’t look very good. I heard Inner Espresso prides itself on high quality video. What’s going on?

If your internet connection doesn’t have the bandwidth to play the video with full quality, it will automatically downgrade the picture quality to enable you to watch the video right away, and without stuttering or constant re-buffering. You might be on a slow connection, or there might be other computers or processes consuming the available bandwidth on your connection at the same time. If you right click on the video player window, it will tell you the connection speed that was measured between your computer and our servers.

I was expecting to see a new video, but I see an old one instead. Why?

Your company may have told us to skip a day due to a public holiday or other reason. But if there’s no apparent reason for the absence of a new video, you should let us know so we can check it out for you.

I’m logged in, but instead of a regular video I just see a promotional video for Inner Espresso. Why?

This is a sign that your account is not currently active. Check with your account administrator or get in touch with us for more information.