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Help and Support

What to do when it doesn't work.

Help and Support is Available

Unlike traditional training on video shooting and editing, our training takes place completely online. Even if you are tech-savvy, you should expect some frustrating minutes or even hours as you navigate your way through the maze of video and computer tech. Here are some tips to help.

1. Use helpfiles. We have tried to include information to help you along the way, but you are likely to face a problem we haven’t covered. Never fear, helpfiles are available. You can usually find extensive help on each website you are using. If that’s not working, try doing a google search for your problem. Be specific. For example, if you are having trouble uploading your video because it keeps stopping the middle of the upload, “search uploading video youtube stops halfway”.

2. We are here. We may not be able to answer your questions immediately, but we will make every effort to support you. Feel free to email anytime and call most times. No calls at 2a.m. please!

3. Be specific in explaining and identifying problems. When something is not working, the more specifically you can describe it, the easier it is to correctly determine the problem. Taking screenshots of the problem is an excellent way to demonstrate the problem so that we can see it quickly and easily. See for information on making screenshots. We can also use Go To Meeting to look at the problem on your computer.

3. Be persistent. If something doesn’t work the first time, try it again. If you sent us an email and didn’t get the answer you needed, email us again and read over the helpfiles again. Your persistence will pay off.

4. Take breaks. If something is still not working and you are about to destroy your computer with your bare hands (we’ve all been there), take a break. Watch a video you enjoy, take a walk, make a sandwich. Staring at a computer screen for hours on end without breaks is not only bad for your health, it also can make your brain turn to mush. It is recommended to take a break every 20 minutes of computer use. At the very least you should pull your eyes away from the screen and focus them on something else, maybe even the backs of your eyelids.

5. Don’t forget to laugh. If all else fails, shoot a video of yourself making funny faces and upload it to the group. But wait, the whole problem is that you can't upload video! Ok, laugh about that, too.