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Product & Store Support

Q: Are these DVDs formatted the same way as the entertainment DVDs I watch on my computer and television?

A: No. Our DVD training products are produced in DVD-ROM format. DVD-ROMs do not play on standard DVD players that connect to television. They are only viewable on the computer.

Q: Have you changed your DVD format recently? I have an older DVD from you that I can play on a DVD player connected to my television.

A: Yes. We changed our DVD formatting to DVD-ROM in the last quarter of 2005. Before then, we produced standard DVDs with the same type of DVD formatting used for movies and other entertainment videos and that is why you can view one of our older releases on your television.

Q: Are there advantages to having the training program on DVD-ROM?

A: DVD-ROMs allow for greater interactivity. You can view and access the program’s menu at all times during your training session. You have total freedom to start, stop, and move among sections as much as you want, whenever you want. DVD-ROMs put you in control of the learning experience. DVD-ROMs provide better overall quality over DVD video. Images are crisper and clearer which enable fine details to show, enhancing the overall learning experience.

Q: What’s the difference between DVDs and DVD-ROMs?

A: Besides the fact that a hyphen and three letters follow the later there is one important difference and one similarity. Standard DVDs (or DVD Videos) contain broadcast video that allows them to be viewed on a DVD player connected to a television or on a computer. DVD-ROMs will ONLY play on a computer. To view either a DVD Video or DVD-ROM on a computer, a DVD drive (which is not the same as a CD-ROM drive) is required.

Q: How can I tell if the DVD I have is a DVD or a DVD-ROM?

A: Our DVD titles are currently produced in DVD-ROM format; however, older versions of titles (those produced in 2005 or earlier) exist in DVD Video format. The easiest way to tell if the DVD you have is a DVD Video or DVD-ROM is to look for the DVD logo, which is located on both the DVD jacket and on the DVD face.

Q: What system requirements are needed to play DVD-ROMs on my computer?

A: The following are the minimum requirements necessary to play our DVD-ROMs (with our recommendations for optimal viewing): Operating System: Mac OS X or Windows 2000 or XP. CPU Speed: For Macs – 1.25 GHz, G4, or Better (G5 Recommended); For PCs – Intel Pentium 4 (or better) Memory: 512k RAM (1 GB recommended) Hardware: 4x speed DVD-ROM drive (8x recommended), internal or external speakers Software: QuickTime Player 7 (or greater) Screen Resolution: 1024 x 786

Q: How do I know when my DVDs are shipping?

A: In most cases, orders are shipped via Priority Mail the day after your credit card is charged. When you receive your credit card receipt via email, expect to receive your DVDs within 4-7 business days, depending on destination. If your DVDs are backordered (we’re very popular, you know), you won’t be charged until they’re back in stock.

Q: I’m a NAPP member – do I get a discount?

A: You certainly do! Discounts on seminars, DVDs, books and conferences are one of the major benefits of NAPP membership.

Q: I’m not a NAPP member, but I’d like to become one. How do I do that?

A: It’s easy! Visit the NAPP site to join. After you join, you’ll not only get discounts on just about everything, you’ll have access to video tutorials, tech support, industry news and other services on the NAPP members-only website!

Q: I inserted my DVD into the drive and the DVD didn’t launch. Why?

A: All of our current DVD titles are formatted as DVD-ROMs. DVD-ROMs do not launch automatically. You must view the DVD files to open the projector manually. To play your DVD-ROM, follow the instructions below based on your operating system. If you have a PC, insert the DVD into your computer’s DVD drive. You should be presented with a window that asks you how to view the disk. Choose the “Open folder to view files with Windows Explorer” option. (If this window does not appear, your computer may not have a DVD drive. Please check your user’s manual to see if your computer has a DVD drive.) You should now have an open window on your desktop.

Q: The there is no sound. Am I missing something?

A: If the video is playing, chances are the problem is with your computer. Check to make sure that the sound is turned up in the player and in the system sound setting. If you have external speakers, make sure that the sound is turned up and all the plugs are properly seated (sometimes our pets or kids loosen the plugs).

Q: Why aren’t all of the images used in the video on my DVD?

A: Thanks to iStock Photo (www.istockphoto.com), many of the images used in the demonstrations are included on the disc. While we try to use these images as much as possible, we occasionally use an image that is rights-managed or otherwise unavailable. In most cases however, the majority of the images used in the tutorials are available on the DVD.

DVD-ROM Troubleshooting

Q: How do I navigate through the DVD content?

A: To navigate through the different sections of the DVD, click on the text links on the left side of the screen. Your selection should start automatically, however, if it doesn’t, you can use the controls at the bottom of the frame to start, pause and stop the video. Once a section starts playing, some DVDs will have a secondary menu in the center of the screen. Click on these links to jump ahead in that section. To return to the beginning of the DVD, just click on the top text link on the left.

Q: How do I access bonus content?

A: If your DVD-ROM has a folder labeled Extras, it will contain any bonus content including images used in the tutorials, so you can follow along or duplicate the lesson later. In some cases, bonus plug-ins or actions may also be included.

Q: When I try to play the video, all I see is a red “X” on my screen. How do I fix this?

A: If you see a red “X” on your screen while trying to play a video, you may not have QuickTime Player installed. To download the stand alone QuickTime Player, go to: http:www.apple.com/quicktime/download/standalone.html

Q: There is sound, but it cuts out occasionally. How do I fix this?

A: Check the version of your QuickTime Player. You may be using an older version that can’t “keep up” with the version used to create the DVD. Upgrading to the most recent version of Quick Time should solve the problem.

If you upgrade to the latest version of Quick Time and are still experiencing problems, the problem may exist within your system (this will most likely be the case if your system and related sound components are older). Sometimes this can be fixed with a driver update. Check the sound card manufacturer’s website for an update. If the sound is integrated on the motherboard, check for an update at your motherboard manufacturer’s web site.

Q: My QuickTime Player is not working. Where can I get help?

A: Visit the QuickTime troubleshooting web site at http://www.apple.com/quicktime/troubleshooting/

Standard DVD (DVD-Video) Troubleshooting

Important Note: These troubleshooting instructions apply only to our older DVD titles (videos produced in 2005 or earlier).

Q: My DVD does not play automatically. What now?

A: Normally when a DVD Video is inserted into the DVD drive, the DVD player software launches automatically. On the Mac, the DVD Player should launch and start playing the content. On Windows, you may see a dialog that asks you to pick from several available DVD players. If your DVD Video is not launching, follow the instructions below based on your operating system: On a Mac, try launching the DVD Player from the Applications folder in the Finder. If that doesn’t launch the DVD, use the File>Open Video_TS folder command to launch the movie. Navigate to the disc, click on the Video_TS Folder and click Choose. On a PC, try opening the movie from the player software. Or, check the troubleshooting website of Microsoft or the manufacturer of your computer to look for software updates.

Q: I tried to launch the DVD manually, but I don’t see it in my drive’s folder. Why?

A: Make sure your computer has a DVD drive and not a CD-ROM drive. Many older computers do not come with a DVD drive. Needless to say, if you don’t have a DVD drive you cannot play a DVD on your computer. If you are a PC User, please check your user’s manual to see if your computer has a DVD-ROM drive. If you a Mac User, go to ABOUT THIS MAC in the Apple menu and click the More Info button. Internal drives will be listed under the ATA tab; external drives are listed under the USB or Firewire tab.

Q: I’m on a PC. What DVD software should I use?

A: All of the most popular DVD-playing programs should work with our DVDs. However, the application that we recommend is PowerDVD, by Cyberlink. Many newer computers come with PowerDVD already installed, but if yours isn’t one of them, you can buy it or download the trial version at www.gocyberlink.com.

Q: Why is there a black border around the edges of the tutorials?

A: There is a difference between the viewable area on DVD movies watched on a computer versus those seen on a TV. Since we prepare our DVDs to be watched on both, we have to keep the tutorial portions within the “video-safe” area so that nothing gets cut off.

Q: The video looks a little fuzzy on my computer. How come?

A: Most DVD software automatically plays the disc in full-screen mode. Although this is great for “Hollywood” movies featuring people, it doesn’t work as well with movies like ours that show on-screen recordings. When the movie is played full screen, the pixels have to be stretched, resulting in slightly fuzzy look (and that’s not just our DVDs by the way, but any DVDs that feature on-screen recordings). So, you’ve got a couple of choices: leave it at full screen and live with that quality or change the viewing size to 100%. Depending on your DVD software, this may be done through a menu or by double-clicking on the movie to resize it.

Q: My player is set to 100% and the image is still fuzzy. Why?

A: If you are using Windows Media Player, we strongly recommend switching to DVD-playing software, which is better designed to handle DVD video. If you’re already using DVD-playing software, we recommend you contact the software company for software updates or customer support.