SUPPORT

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 Support.

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

This Site

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 preceeding link or the 'Become a Member' button 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.
How do I become a Member?
Click here and follow the simple instructions. There is no charge at all for becoming a Member.

When you sign up, you can choose whether or not to receive promotional emails from us. You can also change these preferences at any time in your Member Page. Of course, we do not share your email address with ANYONE and, if you select not to receive any Software Cinema promotional emails, none will be sent. Go to Policies page.

Once you have signed up, you will be taken to your Member Page 'Active Library', where you will find a link to the free Online tutorials. This is also where you will see links to Online programs you have purchased.
Is the shopping cart secure?
Our shopping cart is secure with 128 bit encryption provided by EBIZID. We are also an Authorize.net trusted retailer.
How do I use a Promo Code?
Add your Promo Code to the 'Enter Promo Code' field on the 'My Cart' page and click 'Re-calculate'. Products included in the promotion will update to the discounted rate.
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'.
Which browsers are supported?
We support the latest versions of Firefox, Netscape Navigator and Microsoft Internet Explorer on Windows platforms. On the Macintosh we support Firefox, Netscape Navigator, Apple Safari and Opera. We do not support Microsoft Internet Explorer for Macintosh. For stability and security we strongly recommend Firefox on both Windows and Macintosh.
How do I make changes to my Member Account?
When you log in as a member you are taken to your member pages. You may update your profile, change your password, opt in or out for email news and view order history and active Online programs. If you need to change your email address for the account see below.
How do I change the email address for my Member Account?
If you need to change your email address for your account, email Support and include the exact email address the account is currently under and the exact email address you wish to change it to. The email addresses are case sensitive.
I misplaced my password, how do I reset it?
When logging in, enter your email address and click "Forget your password? Click here." An email will immediately be sent to you with a new password. The email can occasionally be blocked by spam filtering, so check your spam folder in case this happens. If you continue to have a problem, email Support and we will manually reset the password.
How do I get additional help with this site?
For additional help, email Support. Please include your computer's OS and version, browser and version, Flash plugin version, type of Internet connection and a description of the problem you are having.

Online Programs

What do Online programs require for playback?
You need to have the Flash 9.0.115.0 Player plugin installed, a broadband Internet connection and at least 512 MB RAM (1GB recommended).
How do I view the free Online tutorials?
When you log in as a member you will be taken to your Member Page 'Active Library', where you will find a link to the free Online tutorials.
How do I view my purchased Online programs?
When you log in as a member you will be taken to your Member Page 'Active Library', where you will find links to Online programs you have purchased.
How long do I have to view my purchased Online programs?
You have 365 days 24/7 from the time of purchase to view your Online programs. You will receive a reminder email 10 days prior to the expiration date.
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 video load before viewing so that you will not experience any interuptions and can scrub to any location in the video.
How do I get additional help with playing Online programs?
For additional help, email 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 program you are having problems with.

Disc Programs - DVD-Video for TV

What do the programs run on?
Our DVD-Video discs run on consumer television DVD players, but can be run on a computer with an application capable of playing DVD-Video discs.
What is the difference between DVD-ROM and DVD-Video discs?
DVD-ROM discs are for computer playback only. DVD-Video discs are designed for consumer television DVD players, but can be run on computers that have an application capable of running DVD-Video discs.

Disc Programs - DVD-ROM - Adobe CS3, CS4, Corel Painter 5

What computers do the programs run on?
Our CS3 and CS4 programs are tested to run on Macintosh OS X 10.1.x, Windows XP and Vista. Our programs are NOT Macintosh OS 9 compatible.
What is the difference between DVD-ROM and DVD-Video discs?
DVD-ROM discs are for computer playback only. DVD-Video discs are designed for consumer television DVD players, but can be run on computers that have an application capable of running DVD-Video discs.
What monitor settings are required?
Our programs require your monitor to be set to a minimum of 1280 x 1024 resolution in millions of colors (larger recommended).
What about Flash?
The Disc 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 for Discs. For Online, the Flash 9.0.115.0 Player plugin is required.
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' application file. Macintosh OS X does not support autostart or autorun due to security considerations.
What about memory?
Most computers will need to have a minimum of 2 GB of RAM to use our programs along with Photoshop. If Photoshop and no other applications are open, 512 MB of RAM will be enough to play our programs.
Why when I click near the video scrubber end, can it take a while for the video to play?
If you begin playing a 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.
How do I get additional help with playing my CS3 and CS4 disc programs?
For additional help, email 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 program you are having problems with.

Disc Programs - DVD-ROM - Adobe CS, CS2

What computers do the programs run on?
Our programs are tested to run on Macintosh OS X 10.1.x, Windows 98, ME, 2000, XP and Vista. Our programs are NOT Macintosh OS 9 compatible.
What monitor settings are required?
Our programs require your monitor to be set at 1280 x 1024 resolution in millions of colors (larger recommended). If you have a computer with a maximum resolution of 1024 x 768, you may watch the 800 x 600 movies directly with the QuickTime Player id you can not see the whole program interface. 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.
What about QuickTime?
For our CS and CS2 programs to run, you must have the QuickTime Player installed on your system. The installers may be located on our discs, 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.

Windows users should always run the latest QuickTime, especially if running Vista. Early QuickTime 7x versions may not be compatible with Vista.
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' application file. Macintosh OS X does not support autostart or autorun due to security considerations.
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
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'.
Why can it take a while for the program to open?
For older computers with a slower processor speed or 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.
What about memory?
Most computers will need to have a minimum of 1 GB of RAM to use our programs along with Photoshop. If Photoshop and no other applications are open, 512 MB of RAM will be enough to play our programs.
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 Windows Vista 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.
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.
Do the Programs come in Macintosh OS 9 format?
Our disc programs are compatible with any version of Macintosh OS X. We no longer support OS 9 or earlier Macintosh operating systems.
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.app> file. Macintosh OS X does not support autorun or autostart for removable discs.
How do I get additional help with playing my CS and CS2 disc programs?
For additional help, email 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 program you are having problems with.
 
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