Support
FanVision Support
NASCAR SUPPORT
Contact Information:
If you need assistance with your FanVision during the race weekend, please visit one of the FanVision or Racing Electronics kiosks at the race track.
For FanVision support please contact us at:
- phone: (855) 326-8474
- email: NASCAR@fanvision.com
Hours of Operation: Monday – Friday 8:30 am – 5:30 am EST
All emails and calls received after business hours will be responded on the next business day.
Frequently Ask Questions:
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Q: I own a Sprint FanView controller. Will it still work for the 2012 NASCAR season?
A: For more information regarding Sprint FanView, please visit www.racingelectronics.com/fanview
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Q: Can I update my Sprint FanView with the FanVision service?
A: No. If you have a Sprint FanView, please visit www.racingelectronics.com/fanview for more information.
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Q: Can I trade in my Sprint FanView controller for a new FanVision controller?
A: For more information regarding Sprint FanView, please visit www.racingelectronics.com/fanview
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Q: How does FanVision work? Where does it get its signal from?
A: FanVision is the world’s only provider of rich, in-venue content just for fans at live sports events. It gives you unprecedented freedom to shape your own race day experience on a dedicated, super-fast network. The venue-based UHF broadcast center, staffed with FanVision producers, delivers exclusive event content to the hand-held controller.
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Q: What kind of display system does FanVision have?
A: FanVision features a 4.3 inch LCD display providing for 8.4 Mbps continuous video streaming.
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Q: What features do I get with NASCAR FanVision?
A: Live race broadcast – both video and audio
- 8 in-car cameras
- Radio scanner for all cars
- Instant replays
- Track your favorite drivers
- Driver updates and comparisons
- Detailed driver stats
- Driver bios
- Live stats for all race series
- Championship standings
- Race series results
- Split screen or full screen options
- NASCAR Twitter feeds
- NASCAR News feeds
- Race schedule
- Track information/map
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Q: Can I choose the twitter feeds that I follow?
A: No, right now it is pre-programmed based on the popular NASCAR handles.
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Q: Can I tweet back?
A: A: No, at this time the controller is not enabled for 2 way communication.
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Q: Who provides FanVision stats?
A: The controller delivers official, real-time statistics directly from NASCAR.
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Q: What makes FanVision better than the competition?
A: FanVision's broadcast technology is specifically designed for live events, and is capable of streaming synchronized video, data, and audio to an unlimited number of fans. Additionally, the signal comes from a dedicated UHF broadcast center at the event with exclusive content delivered by a team of FanVision producers.
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Q: Is FanVision compatible with any other smart controller?
A: FanVision is a dedicated controller designed specifically for enhancing the fan experience at live, sports & entertainment events.
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Q: With the advancement of cell phone technology and apps, which allow fans to turn their phones into scanners, is there less of a need for the FanVision system?
A: No, the app scanner cannot distribute the volume of data FanVision can from a scanner POV. In addition, with the FanVision controller you receive up to 9 channels of rich video and other features.
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Q: How long does the battery last?
A: The FanVision battery, when fully charged, should provide up to six hours of continuous data and video streaming.
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Q: How do I recharge the battery?
A: Batteries can be recharged by using your FanVision wall charger. Plug the charger into the port that is located on the left side of the controller under the rubber tab. When you are plugged into the correct port, 4 red lights will appear around the navigation keys on the front of the controller. Once the battery is fully charged the red lights will turn off.
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Q: How long does it take to recharge the battery?
A: A fully drained battery will take up to five hours to recharge.
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Q: I charged by controller but the battery is not holding the charge. What should I do?
A: Please make sure that you are plugging the charger into the correct port that is located on the left side of the controller under the rubber tab. When you are plugged into the correct port, 4 red lights will appear around the navigation keys on the front of the controller. Once the battery is fully charged the red lights will turn off. Also, please make sure that the protective tab has been removed completely from the battery prongs. To confirm this, please remove the back batter cover and take out the battery. Make sure that the white tab has been completely removed from the battery and that the charging prongs are exposed. Replace the battery and the battery cover. If you have done both of these steps correctly and your battery is still not holding the charge, please visit a FanVision kiosk to replace your battery with a new one.
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Q: Do I need an internet connection to use FanVision?
A: No. Once at the venue the controller will automatically detect and begin receiving the FanVision broadcast signal from a dedicated UHF broadcast center and begin configuring the controller for the race.
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Q: Why can't I use my FanVision controller at home?
A: Your FanVision controller will only work within the venues that are enabled with our broadcast technology.
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Q: Is FanVision WiFi enabled?
A: The controller has been designed with WiFi capability. This feature will be available for future use on the controller.
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Q: Will there be software updates and upgrades available?
A: Yes. As a registered owner of the controller you are entitled to software updates as they become available. Registered owners will have the option of receiving automatic email notifications from FanVision when software updates become available. Notification of updates will also be posted on the FanVision online support site. You can find the latest 2012 FanVision NASCAR software application update here, a MAC version will be released soon.
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Q: How do I update or upgrade the software?
A: FanVision has a USB port which allows for content and software upgrades from the internet.
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Q: Is the software upgrade compatible with both a PC and a MAC?
A: Yes you can use a PC or MAC to upgrade the software on your controller. Please note that if you are using a MAC to upgrade a controller that currently has the NFL software, make sure that you have the 2011 version installed before trying to upgrade to the NASCAR software. You can find the latest 2012 FanVision NASCAR software application update here, a MAC version will be released soon
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Q: Can I have multiple software for different sporting events on my controller?
A: Currently you will need to switch back and forth from software but our technical team is working on the ability to have multiple software on one controller.
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Q: What is the USB connection used for?
A: The FanVision USB port is used for content and software upgrades from the internet.
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Q: I would like to rent or purchase multiple FanVision controllers for my company. Do you provide corporate pricing?
A: For information on corporate (B2B) pricing, please contact support at (855) 326-8474 to speak to a customer service representative.
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Q: What types of credit cards are accepted?
A: All credit cards are accepted. Debit cards are also accepted.
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Q: Can I purchase via check or money order?
A: No checks, cash or money orders accepted for online orders.
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Q: If my controller requires service or repair what should I do?
A: Please contact our support center for instructions on how to send in your defective controller for repairs. You can also visit one of the FanVision or Racing Electronics kiosks on race day for assistance.
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Q: What is the warranty for Defective Items?
- Controller: One (1) year from the date of purchase by the first end-user purchaser
- Accessories (including batteries & ear buds): Ninety (90) days from the date of purchase by the first end-user purchaser.Batteries may also be exchanged by visiting one of the FanVision or Racing Electronics kiosks on race days.
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Q: Who pays for the shipping cost to return the defective item?
A: The customer must pay the shipping costs to send in a defective item.
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Q: What is your return policy?
A: If you are not satisfied with your FanVision device, you have up to 7 calendar days from the original purchase date to initiate a return and request a refund of the purchase price of the device.
Return Process:
To request a refund please contact the FanVision customer service center at (855) 326-8474 and provide us with information about you and your purchase. If your return request meets the criteria set forth in this policy, we will authorize you to return the FanVision device and accessories and provide you with shipping instructions. FanVision is not responsible for devices or accessories that are lost or damaged during shipping, and refunds will not be granted for devices that are not received by FanVision in good working order.Return Requirements:
The original receipt is required for all returns. All returns must be in original condition in its original unmarked packaging including the battery, battery charger, any accessories, manuals, and any other documentation provided in the original packaging. FanVision reserves the right to deny any return.Refund Method:
Refunds will be in the same form as the original purchase, to the extent permitted by the relevant financial institution. We will process your return within 30 days of receipt, but it may take longer for the credit to appear on your statement or for you to receive a refund check. Please call (855) 326-8474 if you have any questions. -
Q: I own a FanVision controller that I purchased for another sporting event. Will it work for NASCAR?
A:Yes, the FanVision controllers will work at the FanVision enabled venues (NFL, College, F1 and NASCAR). You will need to upgrade your controller with the appropriate software for NASCAR and then purchase the subscription for that event. Please visit www.FanVision.com for a list of FanVision enabled venues and software upgrades.
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Q: Can I use my FanVision controller at any NASCAR event?
A:Yes, your FanVision controller will work at any NASCAR Sprint Cup Series and companion events with the purchase of the subscription for the event.
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Q: I own a FanVision. How much is the subscription for a race?
A: Single weekend subscription is $19.99. This includes all the races during that weekend.
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Q: Do I need an event code for my controller for NASCAR races?
A: If you have activated your controller for the race you do not need an event code. Once you are at the venue the controller will automatically detect and begin receiving the FanVision broadcast.
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Q: Do I need an event code for my controller for NASCAR races?
A: If you have activated your controller for the race you do not need an event code. Once you are at the venue the controller will automatically detect and begin receiving the FanVision broadcast.
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Q: If I experience connection issues while at the race, who do I contact?
A: FanVision branded and Racing Electronics locations and support staff will be available at the venues o provide assistance.
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Q: Will FanVision offer the same service for NASCAR that it offered for Formula One?
A: Yes, however the UI is specific to NASCAR.
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Q: Will FanVision be offered in other racing series such as IndyCar?
A: We have just started those conversations. Stay tuned.
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Q: I own a FanVision. What do I need to do to be ready for the race?
A: You must go online and activate your controller and purchase a subscription for a race.
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Q: How do I activate my FanVision controller?
A: Visit www.FanVision.com and click on the “Activate” red button on the upper right corner of the page. You must first create an account. Once you have an account, log into your account and add the MSN (serial number) to activate your controller.
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Q: I activated my controller online and want to make sure it was activated correctly and will work when I get to the race track.
A: Once you have activated your controller and purchased the race subscription you should see your order under “Orders”. You can find this by logging into your account and clicking on the “Order” link on the left side under “Welcome [NAME]! Please make sure that your controller has the 2011 NASCAR software installed prior to arriving at the race track. Software upgrades will not be handled on-site on race day.
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Q: I rented a FanVision controller on-line. What do I need to do to have it for race day?
A: You can pick up your controller on race day at the track. Visit one of the FanVision or Racing Electronics kiosks and present the staff with a copy of your rental confirmation to pick up your controller.
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Q: Can I purchase accessories for my FanVision?
A: Yes, accessories are available for purchase. Please visit the “Shop FanVision Now!” page of this website for a list of accessories available for your FanVision.
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Q: I own a pair of racing headphones. Will I be able to use it with my FanVision?
A:The headphone jack is a standard mini plug and should be compatible with your own racing headphones.
NFL and College Football Support
Contact Information:
If you need help with your FanVision please contact us at:
- phone: (877) 321-2470
- email: support@fanvision.com
Frequently Ask Questions:
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How does FanVision work? Where does it get its signal from?
FanVision is the world’s only provider of rich personal, in-venue content at live sports events. FanVision gives fans up to 10 channels of sports entertainment and information at your fingertips, including access to instant replays, multiple camera views, real-time stats, audio and full converge of out-of-market games, all from the convenience of the FanVision hand-held controller! The signal comes from a dedicated UHF broadcast center at the event with exclusive content delivered by a team of FanVision producers.
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What channels do I get with FanVision?
FanVision provides access to 10 channels of live video during the game so you never miss a tackle or a touchdown. Features include: instant replays, multiple camera angles of the current game broadcast, live out-of-market games, local audio broadcasts, in-game highlights, NFL RedZone, NFL Scoreboard, real-time game and player stats, fantasy football updates, and more.
College Football: FanVision provides access to 10 channels of live video during the game so you never miss a tackle or a touchdown. Features include: instant replays, multiple camera angles, live out-of-market games, local audio broadcasts, in-game highlights, , real-time game and player stats, and much more.
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Who provides FanVision stats?
The controller delivers official, real-time statistics directly from the NFL.
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Do I need an internet connection to use FanVision?
No. Once at the stadium the controller will automatically detect and begin receiving the FanVision broadcast signal from a dedicated UHF broadcast center.
-
Is FanVision WiFi enabled?
The controller has been designed with WiFi capability. This feature will be available for future use on the controller.
-
Will there be software updates and upgrades available?
Yes. As a registered owner of the controller you are entitled to software updates as they become available. Registered owners will have the option of receiving automatic email notifications from FanVision when software updates become available. Notification of updates will also be posted on the FanVision online support site. You can find the latest 2011 FanVision Football software application update here.
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How will I be informed of updates and upgrades?
Registered owners will have the option of receiving automatic email notifications from FanVision when software updates become available. Notification of updates will also be posted on the FanVision online support site. You can find the latest 2011 FanVision Football software application update here.
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How do I update or upgrade the software?
FanVision has a USB port which allows for content and software upgrades from the internet. You can find the latest 2011 FanVision Football software application update here.
-
What kind of display system does FanVision have?
FanVision features a 4.3 inch LCD display providing for 8.4 Mbps continuous video streaming.
-
Is FanVision compatible with any other smart controller?
FanVision is a dedicated controller designed specifically for enhancing the fan experience at live, sports & entertainment events.
-
What is the USB connection used for?
The FanVision USB port is used for content and software upgrades from the internet.
-
How long does the battery last?
The FanVision battery, when fully charged, will provide up to six hours of continuous data and video streaming.
-
How do I recharge the battery?
Batteries can be recharged by using your FanVision wall and/or car charger.
-
How long does it take to recharge the battery?
A fully drained battery will take up to five hours to recharge.
-
Why doesn't my FanVision controller work?
Your FanVision will only work within venues that are enabled with our broadcast technology.
-
If I experience connection issues, who do I contact?
FanVision-branded locations and support staff will be available at the venues to provide assistance. To view the locations at each stadium go here.
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If I require service or repair, who do I contact?
Registered FanVision users can call (855) 326-8474 or email support@fanvision.com with questions or for service/repair.
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If I have purchase or billing questions, who do I contact?
Fans can call (855) 326-8474 or email support@fanvision.com for any billing questions.
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Return Policy - for NFL Events Only
Return Policy: If you are not satisfied with your FanVision controller, you have up to 7 calendar days from the date of activation to initiate a return and request a refund of the purchase price of the controller.
Return Process: To request a refund please contact the FanVision customer service center at 1- 855-326-8474 and provide us with information about you and your purchase. If your return request meets the criteria set forth in this policy, we will authorize you to return the FanVision controller and accessories and provide you with shipping instructions. FanVision is not responsible for devices or accessories that are lost or damaged during shipping.
Return Requirements: The original receipt is required for all returns. All returns must be in original condition in its original unmarked packaging including the battery, battery charger, any accessories, manuals, and any other documentation provided in the original packaging. FanVision reserves the right to deny any return.
Restocking Fee: There is a restocking fee of $25 for each controller returned, unless the FanVision controller or accessory is defective or the fee is prohibited by applicable law. The restocking fee will not apply if the FanVision controller is returned unopened in its original packaging.
Refund Method: Refunds will be in the same form as the original purchase, to the extent permitted by the relevant financial institution. We will process your return within 30 days of receipt, but it may take longer for the credit to appear on your statement or for you to receive a refund check. Please call 1- 855-326-8474 if you have any questions.
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Why can't I use my FanVision controller at home?
Your FanVision controller will only work within the venues that are enabled with our broadcast technology.
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Can I use my FanVision controller at any NFL or college football stadium?
Your FanVision will only work within venues that are enabled with our broadcast technology. Here is the list of current FanVision teams: Arizona Cardinals, Buffalo Bills, Chicago Bears, Cleveland Browns, Denver Broncos, Miami Dolphins, Michigan Wolverines, Minnesota Vikings, New York Jets, Philadelphia Eagles, Seattle Seahawks, St. Louis Rams, Washington Redskins.
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Where else and for what other events can I use my FanVision controller?
Visit www.fanvision.com for a complete list of NFL clubs and other FanVision-enabled venues.
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What makes FanVision better than the competition?
FanVision's broadcast technology is specifically designed for live events, and is capable of streaming synchronized video, data, and audio to an unlimited number of fans. Additionally, the signal comes from a dedicated UHF broadcast center at the event with exclusive content delivered by a team of FanVision producers.
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Do I need an event code for my controller for Football games?
If you have activated your controller for the current season, or purchased your controller with a team's current season, you do not need a event code for your device. Please ignore any messaging related to the event code.
F1™ Support
Contact Information:
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FanVision
20865 Chemin de la Cote Nord, suite 101
Boisbriand, Quebec, Canada
J7E-4H5 -
Kangaroo TV Europe Ltd.
70 Sir John Rogerson's Quay
Dublin 2
Ireland -
FOR ALL F1™ INQUIRIES PLEASE CONTACT US AT:
Attention: Customer Services
Fax: +1.450.595.2010
Email: f1info@fanvision.com -
Phone Canada & USA: 1.888.897.4588
UK local: 0.808.189.0102
UK toll free: +44.8455.280535
Frequently Ask Questions:
-
How does FanVision work? Where does it get its signal from?
FanVision is a handheld controller you use while attending a game or event that gives you unprecedented freedom to shape your own sports fan experience. Its signal comes from a UHF-dedicated broadcast center at the event staffed with FanVision producers who deliver exclusive event content to the controller.
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What channels do I get with FanVision?
FanVision provides a variety of on-demand content channels which include up to nine video channels, multiple audio channels and unlimited data channels. Each FanVision sport offers unique sport-specific video channels; where FanVision Formula 1 offers the international broadcast feed, interview channels and on board cameras not available anywhere else in the world . Every FanVision video channel has the ability to show instant replays without waiting for it to buffer or load.
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Who provides FanVision stats?
The controller delivers official, real-time statistics directly from the official sporting body.
-
Do I need an internet connection to use FanVision?
No. Once at the event the controller will automatically detect and begin receiving the FanVision broadcast signal.
-
Is FanVision WiFi enabled?
The controller has been designed with WiFi capability. This feature will be available for future use on the controller.
-
Will there be software updates and upgrades available?
Yes. As a registered owner of the controller you are entitled to software updates as they become available. Please check back to the ACTIVATION CENTRE on our website for more details.
-
How will I be informed of updates and upgrades?
Registered owners will have the option of receiving automatic email notifications from FanVision when software updates become available. Notification of updates will also be posted on the FanVision online support site.
-
How do I update or upgrade the software?
FanVision has a USB port which allows for content and software upgrades from the internet. If you have purchased your G3 controller, a USB cable is included in the package.
-
What kind of display system does FanVision have?
FanVision features a 4.3 inch LCD display providing for 8.4 Mbps continuous video streaming.
-
What accessories are available for FanVision?
There are numerous accessories available for your FanVision including lanyards, car and wall charger, batteries, ear buds, and covers branded with your favorite team! See the online FanVision catalog for a complete selection of accessories.
-
Is FanVision compatible with any other smart controller?
FanVision is a dedicated controller designed specifically for enhancing the fan experience at live sports & entertainment events.
-
What is the USB connection used for?
The FanVision USB port is used for content and software upgrades from the internet.
-
How long does the battery last?
The FanVision battery, when fully charged, will provide up to 6 hours of continuous data and video streaming.
-
How do I recharge the battery?
Batteries can be recharged by using your FanVision wall and/or car charger.
-
How long does it take to recharge the battery?
A fully drained battery will take up to five hours to recharge.
-
Why doesn't my FanVision controller work?
Your FanVision will only work within venues that are enabled with our broadcast technology.
-
If I experience connection issues, who do I contact?
FanVision-branded kiosks and support staff will be available at some of the Formula 1 and many NFL venues to provide assistance. If you are at an F1™ event and are not able to contact support staff, please email F1techsupport@FanVision.com.
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If I require service or repair, who do I contact?
Registered FanVision users in the USA can visit www.fanvision.com/support or call 866-704-1521 866-704-1521 with questions or for service/repair. Registered FanVision users in Europe can contact F1info@FanVision.com or call UK toll free : 0 808 189 0102 or UK local : +44 8455 280535 +44 8455 280535
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If I have purchase or billing questions, who do I contact?
Fans can visit www.fanvision.com to purchase devices and to answer any billing questions.
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Why can't I use my FanVision controller at home?
Your FanVision will only work within the venues that are enabled with our broadcast technology.
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What events can I use my FanVision controller?
Visit www.fanvision.com for a complete list of FanVision-enabled venues.
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If I have purchased my FanVision, how much is the activation fee?
Please check on our website for a full range of pricing and products.
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What makes FanVision better than the competition?
FanVision's broadcast technology is specifically designed for live events, and is capable of streaming synchronized video, data, and audio to an unlimited number of fans. The method of broadcasting employed by FanVision is infinitely scalable with no degradation of broadcast quality so one fan or one hundred thousand fans will have identical signal quality.
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Why is the controller more expensive to use in some sports properties than others?
FanVision does everything it can to keep operating costs at a minimum and to make sure we keep our prices competitive. Sports properties that operate internationally require additional rights fees, resources, high transportation / airfreight costs and some require several days of setup. This often factors into the price.
