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Help
Please read the help provided below before contacting support
- I'm having trouble placing an order
- I bought the CD DVD combo pack and only received one jewel case.
- I'm having trouble playing "Before You Go" online
- I'm having trouble playing "Before You Go" CD or DVD that I purchased online
- I would like to play or perform "Before You Go", purchase sheet music, link to this site or have a legal question
- None of the above
I'm having trouble placing an order
Try clearing your browsers cache before contacting us. If that doesn't help, contact support.
I bought the CD DVD combo pack and only received one jewel case.
The DVD disc is UNDER the CD disc in the jewel case. You have to flip up the CD holder to find the DVD under the CD. BE SURE that you are trying to play the correct disc on the correct media player.
Help Playing "Before You Go" on our website
Thousands of people download "Before You Go" daily, and we have found that if you are having problems, the following the steps will usually allow you to play Dr. Sam's and John Melnick's song and see the pictorial. Here are a few suggestions to try.
Problem: You don't have a flash player installed or your flash player is out of date:
Clearing Cache Settings
You can check your favorite search engine for instructions on "clearing my browswers cache" or check out this link on WikiHow
Problem: The download stops prior to completion:
Most of the time this is the result of being in a dial-up connection rather than a high-speed connection. The only solution to this problem is to try to play the song on a computer that has a high-speed connection. In some cases the download will complete on a dial-up connection, but can take up to ½ hour. With a high-speed connection, the download should complete in 15 to 20 seconds.
Problem: You do not hear the music but see the pictures:
One of the most common reasons for this occurrence is that your computer is configured for some music player other than it's default player. If you are able to do so, configure your system to use Windows Media Player if you have Windows, or the proprietary player for Macintosh computers.
Problem: The music plays, but no pictures display
Display of the pictures requires that a program called FLASH is installed on your computer. The vast majority of computers that are more than several years old have FLASH pre-installed on them. In some cases you need to activate the program, but that is rare.
If necessary, you can download FLASH macromedia player free at this location.
If you receive a message that says that you must install Active X and a multimedia plug-in, accept the option and download those programs. Also, be sure that JAVA (Sun) is activated. To do this in Internet Explorer, click on Tools, then Internet Options, and then select the Advanced tab. Scroll down until you see Java (Sun) and place a checkmark in the box just below it. Then click on OK, close your browser, and open it up again.
Problem: When you click on the link to obtain information on how to order a CD, nothing happens.
Try holding down the < ctrl > key on your keyboard as you click on this link. Some "pop-up" blockers running in the background occasionally interfere with the functioning of this link since it opens a separate browser window. This is usually bypassed by holding down the < ctrl > key while clicking on the link.
Problem: You receive a message indicating that you have exceeded the number of times that "Before You Go" can be played on your computer
Click on the "Refresh" button on your browser toolbar. You should then be able to play the song and view the pictorial.
Problem: You have Web TV and cannot play "Before You Go"
"Before You Go" will not play on Web TV. You will need to view it on a computer connected to the Internet
I'm having trouble playing "Before You Go" CD or DVD that I purchased online
Thousands of CDs and DVDs have sold and we have not yet discovered any defective units.
Computers have various configurations, and if it is the CD that you are experiencing problems with, we have found that following the steps below will usually allow you to play your "Before You Go" CD, and see the pictorial associated with the song.
If it is the CD that you are having a problem with, BEFORE doing anything, try the CD in another computer. We'll then know right away if the problem is the CD or your system. If you ordered both a DVD AND a CD, be sure that you have the right disk in the right device. Not all computers have disc drives that will read both a CD and a DVD.
The DVD should play on any DVD - R DVD player - which is the most common format.
The following information is for troubleshooting the CD.
First: Be sure that your computer recognizes your CD player by testing another CD in it.
In the meantime, here are a few suggestions to try.
Problem: The images fill the entire screen and you do not know how to terminate the presentation.
Suggestion: Press the ESC key. This will reduce the size of the image and expose the menu options that will allow you to move on.
Problem: You do not hear the music when you play the CD on your computer.
Suggestion: Be sure that your computer volume controls are at a high enough level to hear (use Control Panel - not just the speaker volumes).
Problem: The music plays, but no pictures display.
Suggestions: Try the CD on some else's computer. If it works well - we know the problem lies with your computer..
Problem: The system hangs..
Suggestions: Instead of rebooting if the system hangs, eject the CD from the CD ROM player using the button on the CD drive and re-insert the CD.
If these measures do not solve the problem:
- Place the CD in your CD drive and open the CD files using "My Computer" or "Explore" in Windows, or the files listing icon if you have a Macintosh operating system.
- For Windows, click on the icon labeled Start.exe, for Macintosh, click on the icon start_mac.
- Be certain that your default media player is not a proprietary player other than your system's default media player.
If all of this fails AND if your discs still do not play properly on another computer - let us know and we'll send you a replacement. (We will ask that you return your discs to us so we can investigate the problem on our end as well). Or call us so we can try to help you on the telephone