Here is a list of the frequently asked questions about our site and troubleshooting potential issues. If you still do not see the answer you are looking for here, please contact us through our contact form and we will assist you as soon as possible.
The volume is way too low on the videos. Is there a way to fix that?
Consider plugging a small set of speakers or headphones into your computer or device. Headphones really make a difference for mobile devices like tablets, smartphones, and laptops. If you have a newer laptop and HD TV, you can connect them with an HDMI cable and watch the videos on your TV – it’s pretty awesome!
Why does my video keep stopping and pausing?
Our videos are made in a high-quality format so that they look and sound nice and clear on a variety of devices. Due to the nature of high-quality files, sometimes they can take a short amount of time (or occasionally longer) to buffer on lower internet speeds. If you are running on dial-up 56K or lower speed DSL, then you may have to pause the video and give it a little time to buffer before it can play smoothly. We apologize for this inconvenience but we wish for you to have the best possible learning experience with clear videos.
It may seem obvious but sometimes we forget – double check your internet modem and router setup to ensure there are no issues with your internet service.
My video isn’t playing at all! What’s going on here?
Our video formats were chosen because of their vast compatibility with virtually all video players and internet browsers. We have tested them on a wide variety of devices with success. If you are having trouble with the videos not playing at all or not loading then please contact us through our contact form with the subject of “Website Issue or Bug.” It could be an issue on our end that we will need to resolve immediately.
I paid for a downloadable product but the download didn’t start. What do I do?
Our downloadable products will also be sent to you as a link in your email invoice after purchase. Please check your email and spam folder in case it was sent there. There should be a link to your download on your receipt. In some rare event that you do not receive an email, please contact us through the contact form with the subject of “Website Issue or Bug.” We will make sure you get the link for your download.
I purchased the Complete Lesson Package and I don’t have access to them, now what?
Simply email us through our contact form or send us an email at email@example.com. We don’t start the lessons until you email us to let us know you are ready to begin. Each lesson is good for 30 days or until you email us to let us know you are ready for the next lesson. We want the lessons to be as convenient as possible for each and every student.
I purchased a downloadable item (lesson files for example) but the files I downloaded won’t open. How do I open them?
The lessons files that accompany each harp lesson are contained in a zip folder for easy download. It’s much easier to download a single zip file than multiple files separately so that’s why we use zipped files for our digital products. Zip files are commonly used now a day for digital downloads, but sometimes the computer you are using does not have the proper program to unzip these files. Luckily, there are several types of free zip software available to download if you do not have any sort of zip software. Here are some examples of free zip software you can download for Windows PCs and Mac computers.
iZip – http://www.izip.com/
The first step to opening a zip file is to download and install the zip software from one of the sites listed above or zip software of your own personal preference. Click the “Download” button or “Download” links on the site to download the software. Some of these sites may ask if you want the 32 bit or 64 bit version of the software. Choose the correct version for your system. If you do not know if you have a 32 or 64 bit system, then just choose the 32 bit. It will work on either type of system. Once the software downloads, install it according to the instructions.
After the software is installed, the next step will be to unzip the file. Locate the zip file in your Downloads folder. If you are not familiar with your computer’s file system, simply do a search for the Downloads folder. In most Windows PCs, the search is located under the Start button. Click the Start button in the bottom left of your screen and locate the Search text box. Type the word “Downloads” in the text box and your computer will search for the folder. To search on a Mac with Spotlight, click the magnifying glass in the menu bar, or press Command (⌘)–Spacebar.
Open the Downloads folder and locate your zip file. The zip files are usually named by the item they contain. For example, the lesson files for Lesson 3 are named “Lesson3.zip”
Once you find the proper zip file right click on it to bring up the submenu. From the submenu, hover your mouse pointer over the “Open with…” selection. When the “Open with…” submenu opens, click the software that you installed from the program list to unzip it with that software. Follow the unzipping instructions with the software to unzip it and extract the files. Usually, your computer will recognize when you have zip software installed and most of the time you can simply double-click the zip file to have it automatically unzip in the Downloads folder. But if you chose the right click option, you can control where the zip file will place the extracted files. That way you can extract the files exactly where you want them. If you extract the files to the Downloads folder, you can find those files and move them to wherever you’d like to put them.
Now that your files are unzipped and extracted, you can move them or open them as you please. The sheet music files are PDFs which can be opened by a PDF reader or even an internet browser like Internet Explorer, Google Chrome, Firefox, etc. If you do not have a PDF reader you can download a free reader program from Adobe. Click here to download Adobe Reader.
If you have done all of the above and are still having trouble, please contact us with a detailed description of your problem and any error messages you are receiving so we can better assist you.