Support – Secrets of the Pros

SUPPORT & FREQUENTLY ASKED QUESTIONS

We are here to help!

97% of the technical problems we see can be solved with the answers to the issues below.

If this doesn’t help feel free to contact us and our info is down below.

A FEW COMMON ISSUES TO KNOW

• Your Subscription / Streaming training is on the “My Account” page. Just log in and scroll down.

My Account page

Groupon Customers – Please Read

• Read thru your Groupon receipt under “How to Use” and it will clearly explain how to redeem your subscription.

• Please use Firefox, Chrome, or Safari browsers if you can, they work best for now.

• If you are downloading files to own the download files are BIG! Please let them fully download before clicking on them to expand.

• Download 1-2 files at a time. Then you can watch some while downloading others!

• CLICK HERE TO WATCH THIS VIDEO AND WE WILL WALK YOU THROUGH THE PROCESS OF DOWNLOADING THE VIDEOS

Download & Playback Issues?

I'm confused about how this works

Our system is streaming via subscriptions (like Netflix), or download to own.

For either you want to start at the “My Account” page and simply follow the instructions. We built it to work like several other modern sites so it should be intuitive and easy.

You do NOT have to download all the files at once. Please download a couple at a time only.

Read this for more info >

Download and Playback Issues?

Download the training videos one at a time. Many of these videos, or sets of videos are several gigabytes (a lot of data) and can take a bit of time if your internet connection is slow.Click on the items one at a time. Let it download ... then click on the next.It's best to play these with Quicktime or iTunes. Both are free from Apple’s website.You can also download what you want to watch and download others later. No rush! We will store the file and you can access them whenever you want.

PC users - problem playing videos?

Make sure the files ‘uncompress’ ... we compress these files because they are large, though compared to many virtual instruments they aren't big at all. Make sure you see a folder with videos inside. If not right click on the file to "unstuff" it. This should happen automatically but if not try this.

PC users - no audio plays!

This is a voodoo issue we’ve seen before though it is very rare. Please try using Quicktime or iTunes.Also, you can try re-downloading the files and see if they work. In every case these two methods fixed the issue.

I did not get an email after purchase

Most often this is because the email ended up in a spam folder. Please check there first and feel free to contact us if this didn’t fix the issue. We are happy to help!

How do I watch the streaming content?

To view videos or download your training go to “Profile” which is in the upper right hand corner, the navigation menu or click here.

Once you do that look on the left side for “Orders”.

Click on any of those and you can select “View” then click to watch or download.

To download a section just select the blue text (on the right) with the name of the section you want to download. Enjoy!

Your email from SOTP ... helpful!

When you set up an account from us we send email to you from “SOTP”.

Search for these emails and they will have a lot of helpful info about your account and purchases. Just a friendly reminder!

Downloaded files not unzipping.

If you download the .zip files and they do not unzip into a folder, then try double-clicking on the .zip file.

Most of the time this is required. If not, do you have a program to unzip files like this one for Mac > click here <

For Windows users this is a good app > click here <