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Trouble Accessing PitCommand
If you are having difficulty accessing PitCommand, you may have a membership that only includes audio, video, Live Leaderboard and Raceday Scanner. You can find out if this is the case by checking your Account information at www.real.com. If PitCommand is not listed as one of your active products, then this is probably the case.
If you wish to also access PitCommand, you will need to upgrade your membership. At this time, the only way to do this is to contact RealNetworks Customer Service at 1-888-768-3248. Otherwise, you can continue to enjoy your current membership and use the available features.
Real SuperPass Members: Change in Service
As of February 19, 2005, Real SuperPass discontinued access to Nextel TrackPass(r) content as a part of its SuperPass subscription service.
In order to access Nextel TrackPass for the 2005 season, the following discounted monthly and annual subscription offers are exclusively available to SuperPass subscribers:
For users who are members of both SuperPass and a member of TrackPass via NASCAR.COM, you were likely logged in as a SuperPass member when you attempted to access TrackPass content. As SuperPass members no longer have access to TrackPass, this may be why you were not granted permission to view TrackPass content.
To solve this problem, you should take the following 3 steps:
- Log out of SuperPass. You can do this via the Help menu in the RealPlayer or via My Account at www.Real.com.
- Log into TrackPass via this link: https://account.real.com/partner_login/?pid=nscr_3rd
- After logging in, you should be able to access any TrackPass content on NASCAR.COM such as the live applications which can be launched from this page: http://www.nascar.com/multimedia/live/index.html
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Internet Service Provider error
Your Internet Service Provider error may be experiencing problems with their servers. If you cannot view other pages, and if the problem persists, you should contact your Internet Service Provider.
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Browser errors
- A browser error may have occurred. Try closing the browser, reopening it, and accessing TrackPass again.
- If you can access the page on another machine or other people can view it, it may be a problem with your Web page cache. Try clearing your cache and then reloading the site again. To do this in Internet Explorer:
- Click Tools in your browser
- Select Internet Options
- Select Delete Files
- Click OK
- Select Clear History
- Click OK
- If your browser or the RealPlayer crash when PitCommand is loaded:
- First, make sure you have the latest version of Java installed (Click here to download). If the browser is crashing or causing a blue screen when the applet is loaded, please click here to go through Java's trouble shooting guide.
(Problems with the latest version of Java 2D Technology can be addressed here:
http://www.java.com/en/download/download_the_latest.jsp under Java 2D Technology.) There is nothing in the PitCommand applet that should be able to force a crash or blue screen.
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Sign in Problems
- Check to make sure that you are using the correct username and password. If you are using the correct information and you still cannot access the service, please make sure that your billing information is updated and accurate. A potential problem may involve payment not being received on your account.
- If you change credit cards, you will need to change your account information accordingly to continue accessing TrackPass.
- If you cannot find your username or password for your TrackPass subscription, it can be sent to your e-mail address automatically so you can log on:
- From your Web browser, go to https://account.real.com/acct/login.html.
- Click the "Have you forgotten your password?" link that appears on each page where you were asked to log in.
- On the following page, click the "Click here" link to have your password sent to you by email.
- When you launch PitCommand, you will see a popup window asking if you want to trust the signed applet distributed by Turner Sports Interactive. Click Always. This allows our PitCommand applet to connect back and access its data source. If you do not click always for this applet, the product will not function correctly.
- If you are having trouble logging into your account, you may not be signed in. To sign in, follow the steps below:
- Launch the RealPlayer browser from your desktop or your Windows Start Menu
- In the RealPlayer browser, select the Help menu
- In the Help menu, select "Sign in" (If it says "sign out" you should sign out and then sign back in)
- Enter your email address and password
- Enter http://www.nascar.com into the browser and select the piece of premium content you wish to use
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Router Problems
- Some users have had problems accessing PitCommand when using cable or DSL routers. One thing to try is to plug your DSL or cable modem directly into your computer and try the PitCommand demo. If that works, you are having a problem with your router. It may help to upgrade your router firmware to the latest levels.
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Data Problems
- Data not showing in the player for Live Leaderboard or PitCommand
If there is supposed to be a race at the time you are logged into Live Leaderboard or PitCommand please first try to close the browser and restart it.
- Data problems or cars that slide off the track
Occasionally it is possible that PitCommand will show invalid car positions or other incorrect data. Usually these clear up quickly, but sometimes this may happen for a longer period. This may be due to issues with a car's data transponder, Global Positioning System or satellite issues, or other problems. NASCAR.COM continues to work with teams, broadcast partners, and others to provide the best possible experience for our users.
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PitCommand errors
- PitCommand applet doesn't load and shows a gray box
Make sure your version of Java is the latest (Click here to download). Some users have reported that web accelerator software interferes with Java. If this is your problem, you will see "java.security.AccessControlException" in your Java console (double click the coffee cup icon in your system tray). Turning your web accelerator software off might fix the problem.
- Watching Live Leaderboard and PitCommand at the same time
At this time you are not able to watch both applications at the same time because it is not possible to have two RealPlayer's running simultaneously.
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Audio problems
- You may only listen to one of the dedicated audio feeds at a time. If you want to hear the entire field, use the Scan option.
- In-Car audio delay
- As a result of the technology currently being used to provide the in-car audio feature, there is a 10-15 second audio delay behind live action. We are working to improve this service.
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For RoadRunner users
- You must be using your RoadRunner account to see TrackPass content. This means you need to be on your primary computer, which is the one that is connected to your RoadRunner modem. Click here to upgrade.
- For additional assistance with your RoadRunner account, go to http://www.help.rr.com/rrwho.asp.
- If you are unable to access TrackPass through Road Runner, it may be due to your use of a proxy server. Due to the way Road Runner users are recognized by Trackpass, users cannot use proxy servers (requests must come from Road Runner IP addresses). This needs to be disabled in your Internet Explorer configuration. To turn off proxy servers in Internet Explorer 6.0:
- Open Internet Explorer and select Internet Options from the Tools menu.
- Select the Connections tab and then click the LAN Settings button.
- Uncheck the Use automatic configuration script and Use a proxy server for your LAN options.
- When done, click the OK button.
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For AOL users
- If you have Pop Up Blocker activated on your AOL browser, you will not be able to view Live Leaderboard, PitCommand or watch video content from NASCAR.COM. To view this content, you must select the "Allow Pop Ups From This Site" option in your browser.
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Note to Macintosh Users
Mac Users can now follow their favorite driver all season long. Click here for more information and to see what your Mac will need to operate Nextel TrackPass.
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Customer Service
If the information provided within this document is not sufficient to solve your problem, you have several options to get the assistance you need:
- RealNetworks Customer Support, on behalf of NASCAR.COM, is the primary way to get assistance with TrackPass problems. Click Here to be directed to Frequently Asked Questions (FAQ) at Real.com.
- You can also browse the NASCAR.COM Subscription Services message board to see if another user has had a similar problem resolved. Click Here.
- If those resources aren't adequate to solve your problem, call RealNetworks at one of the following phone numbers:
- Customer Service Phone Number: 1-888-768-3248.
- Technical Support Phone Number: 1-206-674-2650.
- If you still haven't found the solution to your problem, please email trackpass@turner.com. We will get to your inquiry as soon as possible.
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NASCAR.COM's Privacy Policy
Your privacy is important to us. To better protect your privacy, we provide a detailed notice explaining our online information practices and the choices you can make about the way your information is collected and used at NASCAR.COM. For more information, visit NASCAR.COM's privacy guidelines.
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Firewall problems
It is possible that some firewalls may block the proper operation of TrackPass. Although we have worked hard to avoid compatibility problems, some users may see problems. Here is a list of possible issues:
- TrackPass doesn't require incomming connections, or port forwarding, to function like some games do. All TrackPass connections are outgoing.
- Live data for PitCommand and Live Leaderboard require a streaming port be open, either 554, 443, or 5190.
- Some firewalls may filter http headers, and interfere with the mechanism that TrackPass uses to authenticate users. We have heard of this happening with Watchguard Firebox firewalls. We recommend you disable this feature.
- Some firewalls may filter HTTP content types, and be able to block things such a Real content or Java. We recommend you disable this feature
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General problems
If you are having a problem with Live Leaderboard or PitCommand, such as your computer crashing, RealPlayer closing, not seeing some of the graphics, or just getting a gray box, please try these steps first:
- Close all browsers.
- Go to the add or remove programs control panel, and remove everything that starts with the word Java.
- Go to www.java.com and download the latest Java plug-in by clicking the Get It Now button. Complete the installation.
- Reboot your machine.
- Try launching TrackPass live content from the TrackPass live page
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© 2001-2012 NASCAR | Turner Sports Interactive, Inc. All Rights Reserved.
NASCAR.COM is part of Turner - SI Digital, part of the Turner Sports & Entertainment Digital Network.
