Trouble shooting guide

TROUBLESHOOTING GUIDE FOR DOWNLOADING ISSUES

We have prepared this troubleshooting guide that covers the most common queries we receive.

Internet connection

As these are relatively large files, they will take time to download according to the strength of your internet connection. If at the time of downloading the connection is interrupted, or there is an attempt to play the video, the download is likely to fail. Please, therefore, allow plenty of time and ensure the download process has completed.

Mobile devices

Please DO NOT try to download onto a mobile device. The file must be downloaded and saved though your PC or Mac.

DO NOT stream through your phone directly from the link as this will use up the attempts to download you are allowed. You can use your tablet or phone to view, but the video must be downloaded and saved onto a cloud storage facility first (eg Dropbox, Google Drive, or iCloud). Mobile devices cannot store these files due to size.

Settings on your PC or MAC

File streaming instead of downloading onto your computer, or difficulties downloading.

These problems will be due to the current settings on your browser, PC or Mac.

It is important to check that your browser settings are set up to enable the download and storage of video files correctly.

Browser Settings for Firefox:

https://support.mozilla.org/en-US/questions/1055477

Browser settings for Safari

https://9to5mac.com/2020/01/03/mac-how-to-always-allow-downloads-safari/

Browser settings for Chrome

https://support.google.com/chrome/answer/95759?hl=en-GB&co=GENIE.Platform%3DDesktop

You can search about settings for your particular browser if none of the above are applicable.

Download issues on PC (windows based)

https://support.google.com/chrome/answer/95759?hl=en-GB&co=GENIE.Platform%3DDesktop

Limited download attempts

Attempts to download are limited for copyright purposes. If you have had issues downloading, you may have exceeded this number. If so, let us know and we can resend the link to you.