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TECHNICAL DIFFICULTIES


We want your experience with Media Partners to be memorable...for the right reasons. If you're having technical trouble with any part of our website, please check the information below, or call us at 888.381.9816. We want to help!

Technical Difficulties


"I am having problems playing your DVD on my computer." 


The most important thing to consider is whether the software you are using to play the DVD has the codecs needed to play copy-protected content. If you are running Windows 8.1 or newer as your operating system, Microsoft no longer includes the necessary codec to handle copy-protected content. In this case, you will need to additionally purchase media player software to play your DVD. You can click here for information on Microsoft’s options and recommendations for media player software. Please be advised that open source media and/or free of charge media players like VLC Player will also not play content that is copy-protected.

 If you have a DVD player appliance (for use with a television), you will be able to play your DVD without issue, provided there aren’t any scratches on the disc or defects with the appliance. Any support materials included on the DVD will need to be access from a computer instead of the DVD player.

 If your disc will not play and we have confirmed you are using the right hardware and software to run it, please call (888) 381-9816 for next steps.


"I am getting, "Region Code Errors" when I try to play your DVD."

Our DVDs are encoded to play back in “ALL REGIONS”. In other words, they should play without issue but are also copy protected using standard industry methods. The default region code setting from one DVD playback software to another may vary. Regardless, with playback set for “ALL REGIONS” any region code errors must be resolved through the DVD playback software directly. Please contact the support resource for your software.


"I am having problems accessing the Documents on the DVD." (Leader's Guide, Powerpoint presentation, etc.)

To access the documents the DVD must be in a COMPUTER and NOT in a stand-alone DVD player. If you are trying to access the Leader's Guide on a dedicated DVD player, you will have to remove it and put it into a computer.

Once you have the DVD in a computer, navigate your way to the DVD drive using File Explorer (PC) or Finder (Mac). The folder containing the files will be labeled with the title of the DVD you purchased, such as, Give 'Em The Pickle DVD. Select and open the folder.  There you will find the additional materials. Be sure to view the files with corresponding software. For example, PowerPoint presentations should be opened in PowerPoint and PDF files should be opened with a PDF reading program like Adobe Acrobat Reader.

What is a USB key?

A USB key is another term for a thumb drive, flash drive, or memory stick. When you purchase a USB key from Media Partners, you are buying a format that must run directly from the USB port. To do this, you may need administrative access to your computer. We recommend you check with your network administrator to see if your security policy will allow software to be run from the USB port. If your policy does not allow software to be run from the USB port, please contact us about other format options.

Can I save the contents of the USB key locally to my machine?

You may save any support materials locally, including PDFs and PowerPoint Presentations. The course mp4 file may not be saved locally and will only run using the software that has been previously installed on your USB key (either PC Viewer or Mac Viewer).

How do I play the course video file on my USB key?

To play your course video on your USB key, please follow the steps below:

PC

1. Insert the USB key into your computer's USB port.

2. Select and open the USB drive using File Explorer to display the contents as shown below. File Explorer can be accessed by clicking the file folder icon on your taskbar, likely at the bottom of your screen.

3. Select and run the PC Viewer.exe file.

USBKey_PCViewer1_rev             

Note: You will not be able to view the video without opening PC Viewer.exe. Video files are copy protected and will not open or run properly if they are not opened and accessed through the USB key. Video files will not work if they are copied to a computer or another device. Files must be accessed and opened through the USB key as outlined above.

4. After the PC Viewer opens, another file explorer window will open. From that window, select and open the video file (.mp4).

USBKey_MP4_PCUsers_rev             

Mac

1. Insert the USB key into your computer's USB port.

2. A drive icon will appear on your desktop with the name of the course below it. You can click the icon to launch the USB key.

USBKey_MacViewer1_rev             

Or, select and open the USB drive using Finder.

3. Select and run the Mac Viewer.app file.

USBKey_MacViewer2_rev             

Note: You will not be able to view video without opening the Mac Viewer.app. Video files are copy protected and will not open or run properly if they are not opened and access through the USB key. Video files will not work properly if they are copied to a computer or another device. Files must be accessed and opened through the USB key as outlined above.

4. After the Mac Viewer opens, select and open the video file (.mp4).