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Download Video FAQ
Frequently Asked Questions
Use the most recent version of QuickTime Player
or VLC Media Player.
QuickTime for Windows is available as a free download here and for Mac here.
High Definition, Apple TV, iPhone, iPod or other format questions?
From Camera To Print Tutorial?
Lightroom 2 Tutorial Question?
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 two or more separate QuickTime 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 QuickTime Player and open the files. For Windows users there are several alternatives to QuickTime detailed below.
Q: How do I find my order? Where are 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 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 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.You can also try a download manager (some work, most do not) or browser that allows you to restart a 'paused' or partial download. 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 will likely fail.
Don't worry if you have used your available downloads, drop 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).
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.
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.
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: My order says that the Link expires 06/02/2008. Why has it expired?
A: It has not expired; that expiry date is June 2nd, 2008 - not February 6th! Download orders are valid for at least 90 days after purchase.
Q: My video is faulty: there is no audio!
A: Make sure you have the latest QuickTime Player (v. 7.5 +). Also some QuickTime video files have the volume control set to zero; try turning up the media player's volume control!
Q: QuickTime 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 over in the unzipping/decompression process of the original downloaded files. This tiny 1k file is a vestige left over from compression on a Mac and then decompression on a Windows machine. Annoyingly, it will have the same name as the real video file!
Coupon Questions
Q: How do I get the $5.00 off coupon for The L-L Guide to Lightroom 2? How does that work?
A : Before you purchase, send us an email with your name & the Order number of your Lightroom 1 Tutorial purchase. Your Lightroom v.1 Tutorial order number is in your receipt email or at the top of your order in your Customer Record on our Shopping cart. Simply log in, go to your Previous Orders and locate your Lightroom v.1 Order. The Order number will start 110...
Please allow us 48 hours to reply with your coupon
No, coupons cannot be used after purchase!
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.
High Definition, Standard Definition, AppleTV, iPod, iPhone, iTouch, AVI, DivX Questions
Q: How can I view the videos on my iPhone, iTouch, Apple TV or in .avi or DivX?
A : Simply export the the appropriate video format using QuickTime Pro.* or other encoder.
iTunes users can import the videos into the Library, then highlight each video and from the Advanced menu choose Convert Selection for Apple TV / iPod / iPhone* If you are converting from the High Definition vesion of the L-L Guide to Lightroom 2 which is in a significantly higher resolution than previous videos, do not use QuickTime Pro since the encoding will take far too long. Rather use either Visual Hub for speed of conversion or MPEG StreamClip for quality of conversion.
Visual Hub is an excellent commercial product and is very much faster than either QuickTime / iTunes or MPEG StreamClip when set to standard resolution, single pass. If you do use VisualHub to convert, in the advanced checkbox select "force ffmpeg decoding" ... this will greatly speed up the re-encoding time. Some users have reported speeds 10 to 15 x faster than iTunes or MPEG StreamClip.An encoder for our DVD-Video products is the free Handbrake.
Q: What is the difference between the regular -sized files (that were named Hi-Res) and the newer High Definition files?
A : The new (as of LLVJ-17) High Definition files are considerably larger: 960 x 540 pixels vs. 640 x 360 pixels.
These High Definition videos use the H264 codec that will scale up to 1280 x 720 pixels or 1920 x 1080 very well.
The frame rate is 29.97 fps and they are progressive (de-interlaced).
Q: Why is the High Definition version more expensive?
A : These files are much larger and the extra cost covers the extra bandwidth required for you to download them from our server.
Q: Why is there no iPod version available?
A : This older small size has diminished in popularity; it is also now very easy for viewers to export an iPod version using QuickTime Pro or one of several media converters (see above).
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.
Visual Hub is available for less than $25 here.
Handbrake is available free here.
From Camera To Print Tutorial 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: My downloads have stopped part way! ?
Q: My zip files are corrupted! ?
Q: At this rate of Download, it is going to take waaay too long ! ?
A: - Disable any Download Manager - most do not work with our Store.- Do not click on the Download button for one file while another is already downloading. Wait for the first file to download completely. Likely you will need to log in again if your download took longer than 30 minutes. This is a security function of the Shopping Cart and cannot be altered.
The demand for this tutorial was exceptionally high during the first few days following its release. The server therefore experienced difficulty keeping up with the pace of downloads. Our solution in 'high-demand' periods is to 'throttle back' the allowed speed of downloads of large files so that most customers get a chance for some complete downloads and the site's regular operation can continue largely unaffected. Best time of day for downloads is between midnight and 6 am EST (GMT -5).
Our advice and request is that you download only a single file at a time and then return later for the next. Please be patient and know that you can always return to your order to download the next video once you have digested the last. The files are available for 1 full year from the date of purchase.
Q: My video is faulty: there is no audio!
A: A number of Windows users have made this complaint (specifically about Video #3). The sound is there but there seems to be a Windows (Vista?) problem that mutes the sound on some files. These problems have all been solved by the download and installation of the new QuickTime Player v. 7.5
Make sure you have the latest QuickTime Player (v. 7.5 +).
Also some QuickTime video files have the volume control set to zero; try turning up the media player's volume control!
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: Is there a Table of Contents for the 24 videos?
A: Yes, it is available both as a web page and a downloadable PDF
Lightroom 2 Tutorial 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: Will the Lightroom Tutorial be available as a DVD?
A: No, since by the time we could get a physical DVD into customers' hands, the Tutorial may be dated and likely will need to address new features of future upgrades or releases of Lightroom. Download video gives far greater flexibility and faster turn-around.
Q: Do you have a Table of Contents or Index for the Lightroom Tutorial's forty video files ?
A: Yes. Please go here.
Q: The video and audio stutter or are out of synch. What's wrong ?
A: You are likely playing the High Definiton version of the files on an older computer that cannot handle that sized file. A Standard Definition version will be available on the Store here by August 7th, 2008. For those who have purchased the HD version, a coupon for the SD version can be requested by contacting Customer Service .
If you are a Windows user and are experiencing playback problems, please check out the section below.
QuickTime for Windows Player Problems
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?
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 7
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.
Q: Is there an alternative to QuickTime?
A: Yes! If you're unable/unwilling to use the latest QuickTime, these files are playable with the 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 set.
The easiest is if your compuer has an S-Video output. Also easy is a hardware device such as an Apple TV box or other X-Box-like device that can take digital files and export them as a component video signal (See above).
The files can also be transferred to a DVD-Video if you have the appropriate software to create a DVD-Video. Some DVD-authoring programs are:Mac: iDVD, Roxio Toast
Windows: Roxio MyDVD, DVDirector
But please remember, that since these files are already compressed for download, the quality may not be quite as good as a regular DVD-Video.
If you believe there should be additions, deletions or corrections to this FAQ,
Please let us know!
