In many cases, disks are not defective and do not need to be returned. Please review the following list of FAQ technical support topics. This will solve most issues. If you are still having a problem after using this troubleshooting guide, please contact us as described below.
Problem: I don’t see any video.
Solution: Make sure you have the latest version of the free QuickTime player installed. If you don't, download it from the Apple website.
Problem: When I try to open the exercise files, I receive an error message that says "Unexpected file format."
Solution: The native software application is required to run the exercise files (for example, Photoshop if they're PSD files, XLS if they're Excel files, etc.). Make sure you actually have the software used in the tutorial installed on your computer. Also, be sure to check the software version. For example, if you are using the CS3 version of Flash, you need to watch our Flash CS3 tutorials, not our Flash 8 tutorials.
Problem: On my Windows operating system, I don’t see any video or I receive an error message that says "Script runtime error."
Solution: Make sure you have the latest version of the free QuickTime player installed. If you don’t, download it from the Apple website. If you continue to have problems viewing the video, uninstall QuickTime and reinstall the latest version.
Problem: I can't see the entire movie or the movie plays audio only.
Solution: Make sure your screen resolution is set to 1024 x 768 or higher. To check your screen resolution, right-click on your desktop, click on Properties, and then click the Settings tab at the top.
Problem: I can’t see any video for the first few seconds.
Solution: This is a known QuickTime 7.0.2 issue. Wait until the video starts to appear and press the Back button to start at the beginning of the movie. We are working on a better solution to this problem.
If you have tried these solutions and your disk still doesn’t work, please use our contact form to contact our Customer Service department. Please let us know that you have followed the instructions in this troubleshooting guide, and include the following information:
If your disk is defective, we will send you a replacement disk at no charge, and we'll do our best to get it to you quickly. If you contact us Monday through Friday, we usually ship a replacement disk within 24 hours. If you contact us on Saturday or Sunday, we can ship a replacement disk on Monday.