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If you are having difficulty downloading a VOD, please try this:
- Do not use hotmail. Hotmail blocks all our emails. Please use a different email such as Gmail.
- Do NOT use a download manager! Download managers are not compatible with our software.
- Use the Mozilla internet browser.
- If you don't receive the email with the username/password and VOD link within 20 minutes of purchase, email Kat right away so she can re-send you the email. Those with yahoo, hotmail and .de email accounts, your server has been deleting our email. Please use a different email address such as gmail.
- If you don't receive a response within a day, feel free to call Kat for your username & password. The phone number is in the paypal receipt (long distant charges may apply). Please note that Kat's hours are from 9 am to 7 pm central USA time. She will return calls within 24 hours if you call after hours or if she's busy. Please be considerate and keep the call short, thank you!
- Username/password are case sensitive! Please write down the username/password EXACTLY how you see it.
- Don't worry. If the first VOD stops after 20 minutes of video, that's because it's supposed to. All VODs are broken into 20-minute segments for easier downloading. Of course, the last VOD in the set will probably be less than 20 minutes as not all VODs are exactly one hour in length.
- Try again in an hour or two. You probably are trying to download during peak downloading times (when everyone is downloading). So far we noticed that Mondays are the busiest days.
- You have 7-days to download the VOD, and 5 tries to download each VOD segment. After that, the link to the VOD expires. Seven days should give you plenty of time; please download your video within those 7-days.
- Close out of all other programs and internet browser windows before downloading.
- These VODs are of high CD quality, there is not much compression, and therefore the files are large. Because of this, a single VOD may require a few downloading tries. If you really need more than 5 tries, just email Kat.
- Do not surf the internet while downloading.
- Do not watch the video until you have downloaded it. Your VOD will be easier (and faster) to watch when you watch the downloaded version on your computer...not on our server. (For example, downloading should take a matter of minutes; watching the VOD directly from our servers will take hours, due to the VOD's size and how your internet provider has you set up).
- Try downloading the video in a different internet browser.
- Try downloading the video in a new folder or different drive on your computer.
- Try renaming the video file.
- Make sure you have installed the most current Microsoft Windows Media player.
- Make sure that you have enough disk space on your computer.
- Maybe it's time to upgrade your modem or internet service. For example, the first segment of Leah's foam perm took less than 10 minutes to download, using a cable modem and DSL, at 8:30 pm (20:30) Central US, on a Tuesday night.
- If all else fails, please contact us for a refund, so that you can purchase the DVD instead. Please note that we do keep track of refunds, so if you already know that VODs do not work for you, please do not buy the VODs. Purchase the DVDs instead.
If you downloaded the VOD to your computer, but you can't find it, try this:
- This step is for those who have Windows software. The easiest way to find your VOD is to look at the VOD file name on the page where you download the VOD. Either write down the vod.wmv file name or highlight it and copy it. Next, click your START button on your bottom task bar. In that menu is SEARCH. Click on SEARCH. You'll see an option for your computer to search for video. Click on video and enter in the vod.wmv file name. Give your computer a few moments to find your VOD. Then, right-click and view properties to see where your VOD is located.
- The best way to know where your VOD is located is to make sure that you are downloading your VOD in a directory on your computer that is easy to find. I highly suggest making a new folder on the D:, E:, or F: drive on your computer with the name VODs. Please do NOT save to your C: drive if you can help it. The C: drive is where all your programs are stored. Once your computer crashes, most of the time, whatever is on the C: drive is lost forever. The C: drive is the drive that is most prone to crashes.
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