Support

For assistance with orders and pre-sale questions email Customer Service.

For technical support with a product you already own or help using this site please browse the FAQ below first. If you are unable to resolve your issue, email Technical Support.

Click here for latest Windows Vista and QuickTime 7 support issues

How do I get my order to go through?

FAQ

Using our CS3 Programs-On-Disc

1. What computers do the programs run on?
2. What monitor settings are required?
3. What about Flash?
4. Why won't the Program autostart?
5. What about Memory?
6. Why when I click near the video scrubber end, can it take a while for the video to play?
7. How do I get additional help with running my Disc Programs?

Using our CS, CS2, Elements, Flash and Painter Programs-On-Disc

1. What computers do the programs run on?
2. What monitor settings are required?
3. What about QuickTime?
4. Why won't the Program autostart?
5. Why don't image files open in Photoshop?
6. Why can it take a while for the program to open?
7. What about Memory?
8. Why am I getting audio or video skipping?
9. Why won't my DVD programs play properly?
10. Do the Programs come in Macintosh OS 9 format?
11. How do I open Macintosh OS X programs?
12. How do I get additional help with running my Disc Programs?

Using our Workshops-On-Demand

1. What do the workshops require for playback?
2. How long do I have to view my purchased workshops?
3. Why does the video stop playing occasionally?
4. How do I get additional help with playing workshops?

Using this Website

1. How do I get my order to go through?
2. Is the Shopping Cart secure?
3. Why isn't the Shopping Cart working properly?
4. Which browsers are supported?
5. How do I get additional help with this site?

1. What computers do the programs run on?
Our CS3 programs are tested to run on Macintosh OS X 10.1.x and Windows XP and Vista computers.
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2. What monitor settings are required?
Our programs require your monitor to be set to a minimum of 1024 x 768 resolution or greater in millions of colors (1280 x 1024 recommended). Back to Top

3. What about Flash?
The interface is a Flash Projector file which contains the player interface and a built-in Flash Player application. The videos are Flash FLV format. No other plugins or media players are required. Back to Top

4. Why won't the Program autostart?
Our programs are made to autostart in Windows, but some CD/DVD players, systems and virus protection may interfere with this function. If so, go to 'My Computer' and right-click our disc icon. Select 'Open' from the menu and double-click the <Program.exe> application file. Macintosh OS X does not support autostart or autorun due to security considerations. Back to Top

6. What about Memory?
Most computers will need to have a minimum of 512 MB of RAM (1 GB recommended) to use our programs along with Photoshop. Back to Top

5. Why when I click near the video scrubber end, can it take a while for the video to play?
If you begin playing a Session video and then click or scrub on the playhead near the end of the video, your cursor will spin while the video is loaded into cache. The length of time needed to cache a video depends on its runtime and the playback computer performance. Once the video begins playing again, you can click anywhere on the playhead bar with no additional waiting. Back to Top

7. How do I get additional help with running my CS3 Disc Programs?
For additional help, email Software Cinema Technical Support. Please include a description of your problem with error messages and detailed system information including your computer's operating system, processor, clock speed, memory, hard disk space, CD or DVD drive, graphics card and monitor size. Also include the title of the Disc you are having problems with. Back to Top

1. What computers do the programs run on?
Our programs are tested to run on Macintosh OS X 10.1.x and Windows 98, ME, 2000 and XP computers. Photoshop CS programs are NOT Macintosh OS 9 compatible. Back to Top

2. What monitor settings are required?
Our programs require your monitor to be set at 1024 x 768 resolution or greater in thousands of colors (16 Bit) or greater. If you have a computer with a maximum resolution of 800 x 600, you may watch the 800 x 600 movies directly with the QuickTime Player. Using this method, you will not have the interactivity of the program interface, but you will be able to access 100% of the content.

To do this, quit the program using 'command Q' on the Macintosh or the 'Escape' key in Windows. Navigate to the CD disk on your computer and open the 'lessons' folder. Double-click any QuickTime movie in that folder to open it in the QuickTime Player. To open image files used in the lessons, find the 'images' folder and double-click any image file. If any other documents such as PDF files or Photoshop actions and settings files are included on the program disc, they will be located in the 'documents' folder. Back to Top

3. What about QuickTime?
For our programs to run, you must have QuickTime 6.5.2 or greater installed for our programs. You will be prompted at startup if the required QuickTime version is not installed. The installers are located on our disc, however, due to system and software upgrades over time, it is recommended that you always run the latest version of the QuickTime Player, available at the Apple QuickTime download page.

Follow the QuickTime installer instructions. You do not need a serial number for QuickTime, however if you have a QuickTime Pro serial number, you may enter it during the installation process. Our programs do not require QuickTime Pro. Back to Top

4. Why won't the Program autostart?
Our programs are made to autostart in Windows, but some CD/DVD players, systems and virus protection may interfere with this function. If so, go to 'My Computer' and right-click our disc icon. Select 'Open' from the menu and double-click the <Program.exe> application file. Macintosh OS X does not support autostart or autorun due to security considerations. Back to Top

5. Why don't image files open in Photoshop?
Our programs will open a .PSD file in whatever application you have a .PSD file set to open on your system. To set the file association of a .PSD file to Photoshop follow these instructions:

Windows
Right-click any .PSD file and select 'Properties'. Under the 'General' tab where it says "Type of file" and "Opens with" click 'Change'. Find Photoshop in the Applications list and select it. Make sure you check the checkbox that says 'Always use the selected program to open this kind of file'.

Macintosh OS X
Highlight a .PSD file and select 'Get Info' from the 'File' menu and pop-down the arrow to the left of 'Open with'. Select Photoshop from the drop-down menu and then click 'Change All'. Back to Top

6. Why can it take a while for the program to open?
For older computers with a slower processor speed and CD/DVD drive, you may have to wait for the complete program to launch. This will also be the case when launching the images in Photoshop. Once you know how long your computer takes to launch these files you will know what to expect for the launch times. Slow CD/DVD drives can cause some audio and video skipping. Back to Top

7. What about Memory?
Most computers will need to have a minimum of 512 MB of RAM (1 GB recommended) to use our programs along with Photoshop. Back to Top

8. Why am I getting audio or video skipping?
If the audio or video is skipping or distorted, you probably need to install the latest version of QuickTime from Apple. This is especially true for Macintosh OS X Panther and Windows XP.

If that doesn't solve your problem, your computer's display settings and graphics capability may be affecting QuickTime's ability to display the video in the movies. If you have an older computer and your display settings are for 1024 x 768 resolution, there may not be enough video display memory left to display in True Color (32 bit). Try setting your color depth to thousands of colors (16 bit).

It is also recommended that you download and install the latest audio and video drivers for Windows computers. Back to Top

9. Why won't my DVD programs play properly?
Our DVD programs are the same as our CD programs, but on DVD-ROM discs for computer playback only. If your DVD drive is slow, there may be some audio and video skipping. If this happens, we recommend that you upgrade your DVD drive to a faster unit. Back to Top

10. Do the Programs come in Macintosh OS 9 format?
Our Programs-On-Disc are compatible with any version of Macintosh OS X. We no longer support OS 9 or earlier Macintosh operating systems. Back to Top

11. How do I open Macintosh OS X programs?
To open Macintosh OS X programs, go to the disc on your desktop and double click it. Then double-click the <Program> file. Macintosh OS X does not support autorun or autostart for removable discs. Back to Top

12. How do I get additional help with running my Disc Programs?
For additional help, email Software Cinema Technical Support. Please include a description of your problem with error messages and detailed system information including your computer's operating system, processor, clock speed, memory, hard disk space, CD or DVD drive, graphics card and monitor size. Also include the title of the Disc you are having problems with. Back to Top

Using our Workshops-On-Demand

1. What do the workshops require for playback?
You need to have the Flash 8 plugin installed, a broadband Internet connection and at least 512 MB RAM. Back to Top

2. How long do I have to view my purchased workshops?
You have 180 days 24/7 from the time of purchase to view your workshops. You will receive a reminder email 10 days prior to the expiration date. Back to Top

3. Why does the video stop playing occasionally?
The videos may stop playing if your Internet connection is slow or intermittent. We recommend that you let the download progress bar on the scrubber control get a ways out in front of the playback head. For best results, you may wish to let the entire movie load before viewing so that you will not experience any interuptions and can scrub to any location in the video.
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4. How do I get additional help with playing workshops?
For additional help, email Software Cinema Technical Support. Please include a description of your problem with error messages and detailed system information including your computer's operating system, processor, clock speed, memory, hard disk space, Internet connection type and speed, graphics card and monitor size. Back to Top

Using this Website

1. How do I get my order to go through?
First, sign up on our website to become a member. This is required to make a purchase on our site. Your information will not be distributed or sold to any third parties and you may opt to receive or not to receive special emails regarding shows and special promotions.

To sign up for a Member Account, click the link 'Become a Member' in the right column of any page. Enter the email address you wish to use as the user name of your account and enter an alpha numeric password of at least 6 characters. Then click the 'Sign Up' button. You will be redirected to your 'Member Page' and notified that your account is active.

While you are still logged in, proceed to add the items you wish to purchase to your cart from our store pages. When you have completed adding your items, click 'Checkout' on the cart page or 'Go to Checkout' in the right column of any page. Since you are logged in as a member, you will be directed straight to the Checkout page. Back to Top

2. Is the Shopping Cart secure?
Our shopping cart is secure with 128 bit encryption provided by EBIZID. Back to Top

3. Why isn't the Shopping Cart working properly?
The Cart utilizes Cookies. You must have your Browser set to accept Cookies or the shopping cart will not function. You can adjust your Browser's settings by going to the 'Tools' menu and selecting 'Internet Options' if you are using Windows. On the Mac, go to the 'Edit' menu and select 'Preferences'. Select 'Privacy' in Windows or 'Cookies' on the Mac and set to accept cookies.
Internet Explorer 6 users should follow the instructions below.
In Windows, select 'Tools' in the main menu. On the Mac, select the 'Edit' menu.
In Windows, select 'Internet Options' from the popdown. On the Mac, select 'Preferences'.
In Windows, select the 'Privacy' tab. On the Mac, select 'Cookies'.
Move the settings slider down to 'Low'.
Click 'Apply'.
Click 'OK'.
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4. Which browsers are supported?
We support the latest versions of Firefox, Netscape Navigator, Microsoft Internet Explorer and Opera on Windows platforms. On the Macintosh we support Firefox, Netscape Navigator, Apple Safari and Opera. We do not support Microsoft Internet Explorer for Macintosh. Back to Top

5. How do I get additional help with this site?
For additional help with this site, email Software Cinema Technical Support. Please include a description of your problem with error messages and detailed system information including Internet connection speed and your computer's operating system, processor, clock speed, memory, hard disk space, CD or DVD drive, graphics card and monitor size. Back to Top