Frequently Asked Questions
Look here first to see if any of these solve your problem.
- How do I print the puzzle?
- How do I view the video offline?
- How do I use the video player?
- I can’t hear the audio. Video is fine, but no sound.
- How do I adjust the volume?
- Video stops part way through and doesn’t finish.
- AOL User?
None of that helps! What do I do? Click here to contact support.
How do I Print the Puzzle?
The printable puzzles require Adobe Reader be installed on your computer. So if you’re having trouble, it is likely that you need to download and install the Adobe Reader software. Adobe Reader is free, easy to use and install. Here’s what you need to do:
- Go to: http://get.adobe.com/reader/
- Click the Download Now button and follow the instructions.
Once Adobe Reader is installed on your computer,
- Click the link to the puzzle in the download area underneath the video. This will download the puzzle, and open it up in another browser window.
- Click the Printer icon, and your puzzle will print out.
How do I View the Video Offline?
First of all, it’s not necessary to download the videos and watch them offline. You can always come back to the site and watch the videos as many time as you want. However, many people want to download the some (or all) of the videos, especially if they’re planning on traveling to areas that have limited or no internet access.
There are two issues you need to be aware of that we’ll cover here:
- Downloading and playing the video
- Getting the software required to play the video (if #1 doesn’t work)
Downloading the Video
You must Right-click the video icon in the download area to bring up a menu. From that menu, you will select either “Save target as…” (if you’re using Internet Explorer), “Save link as” (if you’re using FireFox), “Download Linked File As…” (if you’re using Safari), or “” (if you’re using Chrome).
You’ll then be allowed to select where you want to put the video (i.e., in what folder). I highly recommend that you put it on your Desktop (for now), so that you can easily find it later when you want to play it. Once you click OK, it will be downloaded to the location you specified.
In order to play it, you’ll use Windows Explorer (or Finder on a Mac) to locate the newly downloaded video. Just double-click the video file to play it.
If nothing happens (or you get an error), then you’ll need to keep reading to get the necessary software.
Getting the Software Required to Play the Video
If you’re using a Mac or other Apple product (iMac, MacBook, iPad, iPhone, etc.), you should have no problem playing the video. All Apple products are pre-loaded with the software necessary to play MP4 videos. If you are having problems, you should probably contact Apple support.
If you’re using a Windows computer, it does not come with a native MP4 player (we use the MP4 video format because it gives the best quality with the smallest size). So you need to download Apple’s QuickTime player. (If you have iTunes installed on your computer, you’ll probably have QuickTime installed already.)
QuickTime is Free and easy to install. Just go here: http://www.apple.com/quicktime/download/ Click the Download Now button, and follow the instructions to install the software. Once you do that, you should be able to double-click the video file and play it on your computer.
How do I Use the Video Player?
This short video explains all the aspects of the Video Player that you need to know to start, stop, back up, or advance the video. It also explains how to adjust the volume and switch to full-screen mode.
I can’t hear the audio. Video is fine, but no sound.
Check each of these things:
- If your speakers have a separate on/off switch or volume control, make sure they are on and the volume is turned up there.
- Next check your computer’s volume control. You may have controls on your keyboard or, if you’re using Windows, you’ll have a volume/speaker icon in the icon tray (lower-right corner of the screen that looks like this ). Make sure that volume hasn’t been muted and it’s turned up.
- The last place to check is the volume control on the video player. You can watch the video above, and it will show you where the volume control is located. Just slide the control to the right to adjust the volume.
How do I adjust the volume?
See the video above on How to Use the Video Player.
Video stops part way through and doesn’t finish.
In this situation, it is likely that something has interrupted your internet connection while you were playing back.
The first thing you want to do is note where you are in the video (i.e., how much time has elapsed), so you can quickly get back to that point.
Click to start playing the video again. Then advance the play head to the time you left off (or as close as possible). For instructions on advancing the play head, just watch the video above on How to Use the Video Player.
If you use the AOL-provided browser to access the video lessons, you will likely have problems.
Please access the lessons using Internet Explorer, Firefox or some other browser installed on your computer. You may need to 1) start Internet Explorer (or other browser), 2) highlight and copy the link from the e-mail message, and 3) then paste it into the address bar of the browser and hit enter.