|
|
|
Download Video FAQ
Frequently Asked Questions
Use QuickTime Player, Windows Media Player * or VLC Media Player
for monitor & laptop playback. Videos app for iPad
Media Players:
QuickTime for Windows is available as a free download here and for Mac here.
* Windows Media Player 12 under Windows 7 appears to work well with our .mov files.
VLC Player is available free for all platforms here.
_______________
Declined Purchase FAQ available here
_______________
iPad, iPhone High Definition, Apple TV or other format questions?
Playback stutters or is out-of-synch ?
Watching on a TV or want to make a DVD?
_______________
General Questions
Q: I don't understand how to get the videos. What do I do?
A: After you have purchased the Videos, you should be returned to your Order and be able to see the files to download - if you are not returned there, please contact our customer service.Here is a basic workflow for downloading and viewing the videos:
- Download one file at a time.
- Each file that you download is a .zip file that contains one or more separate videos, some are .mov files and some .mp4
- You will need to decompress the zip files to reveal the video file(s) within. Each video file will be between 60 and 600 MB in size.
- Launch the latest version of VLC Player and open the files.
Q: How do I find my order? Where are my files?
A : Simply log in at the store (Top Left).
Then follow this path:
Log In / MyAccount / PreviousOrders - View / Download Nowor
A : Find the email you were sent from our Store titled '[NEW ORDER] Order Confirmation No: 110xxxxx'. This email contains a URL to your order; click it, log in with your registered email address and password and you will see all your files. We can also email you that URL link if you wish, just contact Customer Service.
Q: I have logged in to my account and it says my downloads have expired. What do I do?
A: Simply send us an email with your name, your store-registered email address and the product you need reset - it can be done easily . Make the email subject: Reset Please!
Q: I have logged in to my account and cannot see the download order. What do I do?
A: You may have set up multiple accounts with different email addresses and logged in to the 'wrong' account.
It is also possible that your order became 'stranded' by a timeout if the credit card approval process took too long. Send us an email and we will check your order for the correct login or otherwise 'rescue' any stranded order; the fix is fairly simple.
Q: I have downloaded the files but cannot find them; I did not have a chance to Save to Disk. Where are the files?
A: Your web browser will have a default directory/folder in which it stores downloaded files. Check your browser's preferences for this location - the files will be there - they are automatically saved to disk.
Q: My download stopped/slowed/timed out after ~100MB. What do I do ?
Q: Why is your server so slooow?
A: Some ISPs (Internet Service Provider) have bandwidth limits and so have a limit on the size of file you may download. They may also 'choke' or throttle back the download after you have used a certain limit during a period of time. Check with your ISP to see if this is the case. The solution is to use an unlimited account with your ISP or another ISP.Download managers do not work with our secure shopping cart. If you have a Download Manger enabled and your downloads are failing, please disable it.
It is best if you download one file at a time. Multiple simultaneous downloads are much more likely to fail.
When new video content is published, our server can be extremely busy during the peak N. American daytime hours. When there are hundreds of customers downloading simultaneously, each connection is reduced in speed from the 'normal' 150-300 KB/sec to spread the load evenly. Generally this rush to download will diminish within a week or so after publication.
Occasionally customers have problems relating to the large quantity of data already on the hard drive to which the downloaded files are written. If your hard drive is 80% or more full, the browser may have difficulty writing the large download files. Should this be the case, try writing the files to a drive that is less full. Or at the very least, use a disk utility to defragment the full drive.
Don't worry if you have used your available downloads, send us an email and we will reset your available file count. If you have a slow connection, try again in non-peak hours 2300-0600 Eastern Time (UTC-5).
Q: Why can't I have just one large file for download? That would be much simpler!
A: We try to optimize the file size for the 'average' user to download. While some users have very high-speed connections and would prefer one super-large file, many customers have slow or limited connections and prefer smaller files. Our download .zip files are sized between 100 and 500 MB - generally around 250MB.
Q: Why can't I have multiple smaller files for download? That would be faster & easier with my slow ISP!
A: We try to optimize the file size for the 'average' user to download. While some users have slow connections and would prefer multiple smaller files, many more customers have high-speed connections and prefer less files.
Q: I have difficulty organising all these separate video files. How can I watch all of them in order without switching from file to file?
A: The easiest way is to use a media player such as iTunes or VLC Player to build a 'playlist' of the files. Then when 'Play' is initiated from within that program, the files so organised will play sequentially without stopping.
Q: My order says that the Link expires 06/02/2013. Why has it expired?
A: It has not expired; that expiry date is June 2nd, 2013 - not February 6th! Download orders are valid for at least 90 days after purchase.
Playback Problems on monitors & laptops
Q: My video is faulty: there is no audio!
A: Make sure you have the latest VLC Player (v. 1.0) or QuickTime Player.
Note that some video files may have the volume control set to zero; try turning up the media player's volume control!A: Installations or upgrades of Windows Media Player may have corrupted QuickTime Player. You may have to re-install QuickTime Player.
A: Unclick or deselect the Direct X option (see other Windows problems below).
Q: My computer does not recognise the file and it will not play! What do I do?
A: Check the size of the file you are attempting to play - it should be large. Avoid frustration and don't try to play the 1k file that is sometimes left after the unzipping/decompression process of the original downloaded files. This tiny 1k file is a vestige left over from compression on a Mac and subsequent decompression on Windows. Annoyingly, it will have the same name as the real video file!
Q: The video and audio stutter or are out of synch. What's wrong ?A: Try reducing the size of the playback window. You are likely playing the High Definiton version of the files on an older or low-powered computer that cannot handle that sized file.
Coupon Questions
Q: My coupons do not work! Why not?
A : There are a couple of likely reasons:
- you have coupons that are good for the Standard Definition version of the Luminous Landscape Video Journal but are trying to purchase the High Definition version. Contact Customer Service to exchange your coupons. If you were a DVD subscriber and switched to Download before LLVJ-17, your coupons are good for the Standard Definition version but not the High Definition - but we are happy to exchange them on a pro rata basis: each SD coupon is valued at $10, each HD coupon at $15.
- you have already used that coupon once. Each is only 'good' for a single purchase per customer.
Q: I have coupons but how do I use them?
A : You need to 'purchase' the product and then enter the coupon code in the redemption field at the second page of checkout; this will make the purchase discounted or 'free'. A screen-shot of that page is here.
iPad, iPhone, High Definition, AppleTV, AVI, DivX Questions
Q: How can I view the videos on my iPad, iPhone, iTouch, Apple TV or in .avi or DivX?
A : Videos released from mid-2010 forward will import directly into the iPad without re-encoding. The files can be moved using the standard iPad Sync procedure or with apps such as 'FileBrowser' or 'GoodReader'.Use the Videos app for playback on the iPad (not VLC Player)
For older videos, iTunes users can import (Open...) the files into their iTunes Library. Select each video and then from the Advanced menu, choose Convert Selection for iPad, Apple TV / iPod / iPhone.
If the video is incompatible with your choice, you will need to export the the appropriate video format using QuickTime Pro or other encoder.
If you are converting from High Definition, do not use QuickTime Pro which takes a long time. We suggest you use MPEG StreamClip or RoadMovie for Mac - a simple, fast & efficient encoder that costs $19.95.An encoder for our older DVD-Video products is the free Handbrake. The latest version of Handbrake can also be used for encoding in a similar way to MPEG StreamClip or Road Movie.
Q: What is the difference between the older files (that were named Hi-Res) and the newer High Definition files?
A : The newer High Definition files are considerably larger: 1280 x 720 or 960 x 540 pixels vs. 640 x 360 pixels.
These High Definition videos use the H264 codec that will scale up to 1920 x 1080 very well.
The frame rate is 29.97 or 24 fps and they are progressive (de-interlaced).From mid-2010 forward, all videos released will be at 720P, 24fps.
Q: Why is the High Definition version more expensive?
A : These files are much larger and the extra cost covers the bandwidth required for you to download them from our server.
Q: Where can I get QuickTime Pro or one of the other media converters?
A : QuickTime Pro is available for either Windows or Mac OS here.
MPEG StreamClip is available free for either platform here.
Handbrake is available free here.
Road Movie is available for $19.95 here.
More Questions
Q: How do I find my files?
A : Simply log in at the store.
Then follow this path:
Log In / MyAccount / PreviousOrders - View / Download NowIf you cannot see Log In or My Account , it is at the top left of the Store page....
or
A : Find the email you were sent from our Store titled '[NEW ORDER] Order Confirmation No: 110xxxxx'. This email contains a URL to your order; click it, log in with your registered email address and password and you will see all your files. We can also email you that URL link if you wish, just contact Customer Service.
Q: I see duplicate named .mov files in the unzipped directories/folders; each is about 1k in size. What are these files? Can I delete them? Why are they there?
A: Some Windows users will see these small files caused by compressing them originally on a Mac computer. They can safely be deleted - just make sure it's the small one you delete! (Thanks Jorgen for suggesting this Q/A!)
Q: Are the Tutorials available as a DVD?A: No, we abandoned the physical shipment of DVDs in 2008/9. Distribution costs are far too high to be supported by our pricing. Download video gives far greater flexibility and faster turn-around.
QuickTime for Windows Player Problems
Please use VLC Player - it works better than QuickTime!
Windows Media Player 12 under Windows 7 appears to work well with our .mov videos
If you use QuickTime...please download the most recent version!Read Apple's QuickTime: Windows Troubleshooting tips
Q: There is no sound on your video files!! ??
A: Please download the most recent version of QuickTime Player! ... and turn up the volume control?
Unclick or deselect the Direct X option (see below).
Q: When I open a video, I get a black screen and the video does not play.
A: Tap the spacebar to initiate Play . (QuickTime v.10)
A playback control bar appears when your mouse rolls over the window.
Q: When I try to open a video I get an Error 2048 message saying that QuickTime does not recognise the file.
A: To date, the quickest workaround is to use VLC Media Player.
Q: When I try to open a video I get an Error -2096 message saying that QuickTime failed to initialize.
A: Please read Apple's page on Compatibility Mode.
Q: When I try to play a video the sound is absolutely fine, but the screen just shows green/black fuzziness
A: Open QuickTime
Click on Edit tab and go to Preference,
Then click on QuickTime Preference.
Once that opens, click on Advanced tab
You will see a selection for video or Direct X : unclick the Direct X radio button
Click on Safe mode (GDI only)
Then click on Apply, then OK.
Restart QuickTime and play a movie to test.
Q: I try to open the .mov files and nothing happens!A: Check the size of the file you are trying to play, each should be between 500KB and 500 MB. Some Windows users may see very small duplicate-named .mov file in the unzipped directories/folders, each about 1k in size. These small files were created by compressing the originals on a Mac computer. They can safely be deleted - just make sure it's the small one you delete.
Q: I cannot get QuickTime to work properly on my computer. What do I do?
A: QuickTime & Windows troubleshooting tips are available here. Make certain you have installed a recent version of DirectX.
The codec that is used in our download videos (H.264) requires the use of QuickTime 7.2 or higher. Attempting to play the .mov files in another player may cause poor quality, severe artifacting or broken video. See alternative player below.
Should you have recently installed other player software, 'permissions' may have been altered. Amongst the many posts on Apple's QuickTime for Windows discussion forum, you may find some help.
An interesting 'kludge' can be used on our newer videos: if the file extension is .mp4, make a duplicate of the file and change the extension to .f4v
The video should then open in Adobe's Media Player, Flash Player and other Flash supporting media players.
Q: Is there an alternative to QuickTime?
A: These files are playable with VLC Media Player
( http://www.videolan.org/vlc/ ). It's free and is available for a variety of operating systems including OS X, Windows, Linux and BSD. VLC Media Player does not support drop-down menu navigation.Windows Media Player may be able to play the files. This from a customer using WMP on Windows XP sp2: "Right click on the video file and select "Open With" from the menu. The flyout menu will show QuickTime but at the bottom you can select "Other Program" which opens a selection window. Scroll down to Windows Media Player and select it. It will show a message saying it doesn't recognize the .mov extension and ask if you want it to try and play the file anyway. Click on "Yes" and the video will play." (Thanks Earle!)
Some users have also reported success using a media player for windows called QuicktimeAlternative.
Others have reported success with the free Media Player Classic from codecs.com.
Q: I am using 'Vista', is there a QuickTime version for that?
A: Yes, v. 7.5 or greater seems generally problem-free for XP & Vista users
Miscellaneous
Q: Why do you use .zip compressed files when it saves so little space?
A: .zip files are a requirement of the download function of our shopping cart.
Q: How do I open the .zip files?
A: You will need a small free utility like Unzip. It is available for all platforms here or a free utility called Zipeg available here.
Q: The .zip files will not decompress! Is the original file corrupted ?
A: No, the original file on our server is fine; the corruption likely occurred during the download process - especially if it took longer than usual. Disable any Download Manager, remember One-File-At-A-Time, *Re-boot your browser* and please try again.
Q: I cannot see the drop-down navigation menu, why not?
A: Access to the navigation menu is at the bottom right corner of the QuickTime Player window.
The only versions of our files that support drop down-menu navigation are the .mov Hi-Res files played in QuickTime Player.
Neither .mp4 nor .m4v videos support menus.
Q: Why do you watermark the video?
A: The QuickTime videos have no copy protection and can be distributed in contravention of our copyright. We would like to maintain the non-protected state of the videos but realise that some will copy them and pass them on. If we have a watermark embedded in the video, we hope that non-paying viewers will at least know where the video originated and perhaps come and visit us! We try hard to keep the watermark as unintrusive as possibe with a 50% opacity and a position over non-critical content.
Q: Can I watch the files on my TV ?
A: Yes. While primarily designed to be watched on a computer monitor, there are various ways of viewing the download video on a television.
The best and easiest is to use a set-top box with HDMI or component output, this means using our original files with no quality loss. Set-top boxes now come in many flavours: Apple TV, X-Box, Western Digital Media Player... there are many devices to which digital video files can be copied and which export the video as a component video signal to your TV or HDTV via HDMI, component or composite cables (See above).
The files can be transferred to a DVD-Video, but there is a major disadvantage. You have to re-encode the video with the appropriate software that will create the special files for a DVD-Video. Re-encoding and transferring our files to DVD-Video will cause visible quality loss. DVD-Video is now a rather old low-quality video format.
Some DVD-authoring programs are:
Mac: iDVD, Roxio Toast
Windows: Roxio MyDVD, DVDirector
Please remember that when making a DVD-Video, the quality will not be as good as a regular DVD-Video, since these files are already compressed for optimized download.
If you believe there should be additions, deletions or corrections to this FAQ,
Please let us know!
|
|
|