DVDs

I can’t find the support materials on my DVD.

If the package does not include a Resource CD, the support materials will be on the DVD. When you view the contents of the DVD on your computer, you will see the support materials, or a folder labeled "Support Materials."

My DVD won't play.

You might be using DVD player software that is incompatible with the product, since our products are copy-protected. We recommend using Microsoft DVD Player (available for purchase on the Microsoft Store website). Windows no longer includes DVD software that can play copy-protected DVDs, and VLC player no longer supports encrypted DVD playback. 

When I try to play the DVD, I get a “Region Error code”.

Our DVDs are encoded to play back in “All Regions”. If you receive this error, it is likely due to your DVD software. Please contact your software’s support for assistance.

USBs

My USB does not work on my PC.

You may have antivirus software which blocks the USB from running. Please contact your IT department.

Additionally, we recommend allowing PCViewer.exe permission to play in your security settings. You can do this through the following steps:

Windows Security --> Firewall & network protection --> Allow an app through firewall --> choose PCViewer.exe

Can I save the contents of the USB key to my computer?

You may save the support materials to your computer. However, you cannot save the course mp4 file – it will only run using the PC or Mac viewer software on your USB key.

The USB takes a long time to load.

The USB’s encryption software takes time to load the videos. If the load time exceeds one minute, please contact Media Partners Support.
In some cases, the USB takes longer to load on Macs than on PCs. This is due to a change in QuickTime, which now requires decrypting the entire video. We recommend updating QuickTime and closing all open programs while viewing the USB.

The audio and video are out of sync.

This is usually due to outdated video drivers, or insufficient RAM. Please update your computer's video drivers and ensure that there is enough RAM to run the USB. Exiting all unused programs on your computer can increase available RAM.

Copyright

May I duplicate, copy, save or stream my purchase, rental or preview copy?

Our products are copyrighted, so making any unauthorized copies is illegal. If you need additional copies, please contact us. Training industry videos and all written materials are protected by U.S. and international copyright laws.

Why is it illegal to train with an online preview?

In the training industry we don't actually sell videos, we sell a "license to train", with a particular medium. When we offer a potential customer a free online "preview-only" for purchase evaluation only, it is  "unlicensed". Therefore, it is illegal to use the preview-only video for training. Training industry videos and all written materials are protected by U.S. and international copyright laws.

What is the penalty for making an illegal copy of a video?

The Copyright Act allows a copyright owner to recover monetary damages measured either by: (1) actual damages plus any additional profits of the infringer attributable to the infringement, or (2) statutory damages, of up to $150,000 for each copyrighted work infringed.

The copyright owner also has the right to permanently enjoin an infringer from engaging in further infringing activities and may be awarded costs and attorneys' fees. The law also permits destruction or other reasonable disposition of all infringing copies and devices by which infringing copies have been made or used in violation of the copyright owner's exclusive rights. In cases of willful infringement, criminal penalties may also be assessed.

Signing-Up on Our Website

Why should I sign up for Media Partners website?

Most people first sign up for our site in order to watch the full-length previews online. If you sign up for the Media Partners website, you will have access to full-length previews to choose the program that will be the right fit for your training plans.

Further, you will be notified of new releases, periodic sales, and also receive helpful information on training trends and free resources we offer. 

Will you share my information with anyone?

We value your privacy, and we protect your personal information. We will never sell or share any personal or private information with anyone, including outside organizations.

Previewing

Why aren't the online previews working for me?

We're sorry to hear if you are having difficulties viewing our online media stream. Here are some suggestions that may help you:

• Turn on ‘cookies’ on your browser
• Enable JavaScript on your browser
• Ensure that you have the following version of your browser: Chrome 42+, Internet Explorer 11+, Edge 40+, Firefox 40+, Safari 9+, or for mobile, Android 5+ or iOS 9.2+.
• If you have a firewall at your organization, ensure that it allows the streaming video. Contact your IT department or network administrator to confirm this.
• Check your Internet connection speed. If it is a dial-up or anything slower than a DSL or cable-modem, you may not be able to view the stream properly.
• Close any running programs on your computer, to free up available RAM.

How do I preview training videos online?

Registered users enjoy full length online previews. It's easy to sign up, just CLICK HERE to get started. Click on the LOG IN button in the upper right corner, click on Sign Up Now. Or, click on Join, which is located on the footer of the homepage. Fill out the form with your information and submit. You will receive and email with a link to activate your registration. After that, when returning to our website, you may log in with your email address and the password you established.

Can I train with the online preview?

No. It is illegal to train with an unlicensed "preview only". We've added reminders throughout the preview copies of our training programs, that might alarm your trainees. Previews are for purchase consideration only and cannot be used for training or educational purposes.

Is the preview the full-length version of the film or just a trailer?

Most previews are full-length versions. Keep in mind that when you purchase training video programs, they usually come with support materials for facilitators and participants, depending on the delivery medium you select.

Discounts

Are there industry discounts available on training products?

Yes – we offer industry discounts for all Media Partners programs. Typically, the discounts are 10% for Government, Education, and 501(c)3 Non-Profits; however, this varies for the other producers we represent. Please contact us for specific information about the video you are interested in.

How do I know if I qualify for industry discounts on training videos?

When you sign up, we'll ask you a few about your industry. The industry discount will automatically apply when placing an order online if you choose one of the eligible industries. If you are not sure which industry you belong to or if you have questions regarding the categories, please contact us.

Are there any discounts available if I buy more than one film?

Yes – these discounts vary depending on the quantity and the producer. See Media Partners' discount schedule. Other producers we represent will have their own quantity discount schedule. Feel free to contact us for specifics.

Payments

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, check, ACH payment, or wire transfer.

To set up an account for using a Purchase Order, please contact your Media Partners account manager.

Do I need to have an account set up with you or a purchase order number to pay by invoice?

Typically, yes. We will need to ask first-time buyers a few questions prior to shipment in order to set up an account. As for purchase order numbers, we do not require that you provide us with a purchase order number, but if it would help you process the invoice more efficiently, we are happy to include your purchase order number on the invoice.

If you need a copy of our IRS W-9 form, contact your account manager.

International

What types of payment do you accept from international customers?

All international sales require prepayment before we will ship your order. The most efficient way for payment is by credit card (Visa MasterCard, Amex). In some cases, we can make arrangements for a wire transfer. If you would prefer that option, please contact us.

What languages are your programs available in?

This varies depending on the program. Most programs are first produced in English, then as translations are completed they are made available (either subtitled or in some cases, dubbed). We keep an updated list of the current translations for each program in the description section of the program. Please double check with your account manager for further information. 

What video formats are available for international purchase?

All Media Partners produced programs are mastered in NTSC DVD Region 0 (All Region) format, playable in almost all NTSC and PAL DVD players, and in almost all computer DVD drives. This is also true for almost all of the programs from the other producers we represent.  

If I am outside of the U.S., can I purchase DVDs or support materials?

Yes. All DVDs and USB Keys, and training support materials produced by Media Partners may be purchased by customers outside of the U.S. However, there are international sales limitations on products from some of the other producers we represent. It is best to contact us directly with questions about the specific product you are interested in.

Our DVDs and USB Keys are copy-protected and cannot be duplicated or uploaded to any server. Any attempt will damage the medium.

General Questions

What if I have a VHS or DVD version of one of your videos and I'd like to trade up to a DVD or USB?

We offer upgrades for a fraction of the original price. For $349, we will send you a new DVD or USB Key  version of the Media Partners VHS or DVD program you own. Programs by other producers we represent will be at their allowed pricing. You may contact one of our account managers by calling 1-800-408-5657. 

What are the delivery methods available?

UPS Ground is our standard free shipping for orders over $350.00. We also offer UPS 3-day, 2-day, and overnight. If you need a specific shipping method, such as Overnight Early AM , FedEx (2-day and Overnight), DHL, or USPS, please contact us.

If the DVD or USB Key I purchased is damaged, is there a warranty?

All Media Partners DVDs and USB Keys come with a one-year limited warranty, under normal use and service. The warranty covers manufacturing defects; however, damage due to accidents, misuse and loss  are not. Replacement is free as long as the bad copy is returned and the replacement can be shipped via UPS Ground.

Click here for more WARRANTY INFO. 

If I lose my purchase copy do I have to pay full price for a replacement?

Our warranty does not cover lost products; however, we may be able to offer replacement discounts for Media Partners produced programs. Other producers we represent will have their own replacement policies. Please contact us for more information.

Click here for more WARRANTY INFO. 

Can I alter or copy the support materials that come with a video program?

Our support materials are copyright protected, unless they are labeled "Reproducible Handouts". The licensing details are clearly marked in the first couple of pages of your Leader's Guide. If you have any additional questions, please contact us.