You have arrived at the Customer Support FAQ (Frequently Asked Questions) page where we offer answers to commonly asked questions and solutions to problems associated with online digitial video playback or product downloads. Please read these carefully before submitting a Customer Support request as the solution to your problem may be found here. This will save you a lot of time and allow our Support Team to focus on helping others whose issue is not covered here.
Web Browsers Supported by Swingsurgeon.com
This website employs the latest technology in web design that enables it to perform across all platform types--desktops, cell phones, and tablets. This technology requires the latest web browsers to function correctly. Because of this, we have gone to great lengths to test the function of our new website against the latest versions of the most common web browsers and devices. Your best experience with this website is going to occur if you are using the latest version for whatever web browser you are using.
Microsoft Internet Explorer Disclaimer: Because of restrictions in technology of older versions of Microsoft's Internet Explorer (IE) we DO NOT support IE version 6, 7, or 8. The current version of Internet Explorer is 11. Versions 6, 7, and 8 are no longer being supported by Microsoft or by many other major Internet sites; therefore, only Internet Explorer 9, 10, and 11 are supported by Swingsurgeon.com. You should upgrade for security purposes alone: IE 6, 7, and 8 are the most unsecure web browsers available and you are leaving yourself open to vulnerabilities and identity theft. If you are not using Internet Explorer 9, we suggest you upgrade to version 9 (or greater) or choose another web browser to use (Mozilla Firefox, Google Chrome, or Apple Safari). Click here to go to Microsoft's free down load page for Internet Explorer 9.
Windows XP Users: Due to restrictions imposed my Microsoft you cannot upgrade to Internet Explorer 9; therefore, it is highly recommend that you use either Google Chrome or Firefox if you do not want to upgrade your operating system. Both Google Chrome and Firefox run on Windows XP as of their latest release which supports all the technology this website is built upon.
Purchased Videos or other Digital Products
What is a Digitial Video or Digital Product? Digital videos and products are essentially computer files. The video can be streamed over the Internet to your browser or the file can be downloaded and saved onto your computer for future viewing even when no Internet connection is present. Digital videos are also very environmentally friendly because there is no physical disk, case, or need for shipping. A digital product (such as a manual) is exactly the same except it is not streamed over the internet it is typically a PDF file that is downloaded to your computer or device for viewing and printing on your personal printer if you wish.
I bought a digital video, how do I get it? A digital version of our videos can be played online - streaming the video to your browser - and downloaded off our website. The downloadable versions are very large files and can take a long time depending on the speed of your Internet connection. Click here to learn how to find the videos you have purchased.
You own the video and you want to download a video to play offline? The process for downloading a video is exactly the same as above. Note: Memberships are not allow to download the videos! Only if you have purchased the video will you be given the links to download a file.
The digital videos are MP4 with two different playback qualities (HD and Standard). Choose a format that your computer can play. All computers can play the MP4 version of the files if you have Quicktime installed (preinstalled on Macs). The two different quality versions are to help people that may be on a slow Internet connection. Ideally, you want the HD version (larger file) of the two if you can download it, but this may take hours if you don't have a fast download connection. If you have difficulty downloading the large files, you should choose the smaller Standard quality files.
Digital Video Playback Problems
Digitial video is a constantly evolving technology. That means your browser, plugins, and components have to be regularly updated with the latest technology. We cannot support older browsers and plugins as we continue to evolve our product line and system capabilities.
We test our videos against all standard browsers, according to the vendors' instructions. This is the list of supported web browsers we have tested: Internet Explorer 9, Internet Explorer 10, Firefox 23, Safari 6, and Google Chrome 28. We do NOT support Internet Explorer 6, 7, or 8. Standard browsers means that NO add-ons, third party plugins, or other software that may modify the browser (this includes virus scanners). Internet Explorer 9 and Firefox both support starting your browser without plugins installed. All videos are tested to play on many different platforms and not a single video gets posted on this website until we have completed thorough testing. We have provided a tutorial on how to restart the major web browsers with add-ons disabled.
Videos not loading?
- Make sure you have the latest Flash player plugin for the following browsers: Internet Explorer, Firefox, and Safari http://get.adobe.com/flashplayer/
Download packages not working?
- Are you using your right mouse button to click on the link and choosing "Save As" or "Save Link As". You must do this to download the packages.
- The size of the downloads are very large as these are HD videos made for DVD's therefore downloads are average 4GB. If this is a problem and you have a slow internet connection then we suggest paying the extra amount to get a physical DVD mailed to you.
- What is a zip file? A zip file is a compressed file that can contain many other files. In this case it contains all the chapters of the videos so you don't have to download them all individually. You will need a zip client to open them if your Operating System does not support zip files natively (Windows 7, Windows 8, Windows Vista, and Mac OS all support zip files and don't require any additional software). For windows we recommend using 7Zip (http://www.7-zip.org) it is a free and open source client for Windows.
Still having problems?
Send an email to us using the form below. Email is our primary form of communication for Support and for fastest service, we suggest using this route first before calling.