Technical Support for the Downloads

[MassiveDVD]

Hey guys,

I keep getting the same questions again and again so I thought I'd start a thread where people could check to see if someone else might have already had the same issue. Feel free to post/answer questions. User specific issues can still be sent aaron@massiveblack.com and be sure to include your transaction ID.

Cheers,
Aaron

FAQ:

Q: I paid but I haven't gotten a download link... what gives?
A: eChecks can take up to 4 business days to clear. If you already have money in your paypal account, or you pay via credit card, you'll get instant access.

Q: I'm on a mac and I can't download the video.
A: Simply click the link to save the file to your computer. If you have problems, try Option + Click and the "Save to Disk" command to save the file to your computer.

Q: I'm on a PC and I can't seem to download it.
A: Check to make sure that your firewall is off.

Q: I'm getting jerky playback with my video. Quicktime quits out on me halfway through.
A: Try getting the most recent of Quicktime.

Q: My internet connection is slow and I'm having difficulties downloading it.
A: Try using a program called Down Them All: http://www.downthemall.net/

[synapz]

I just wanted to say thanks to all those involved in distributing these impressively inspiring videos. Special thanks to the artists for the actual content.

MB & CA ROCK

Z

[GriNGo]

Hello... I just bought the 5 videos... I just wanted to ask how much time do the download links last until they expire? I live in Ecuador, although I have a decent internet connection, the first download, which is the andrew jones vid, is going to take me like 3 hours to download, since I'm downloading them one by one... I calculate like a whole day for all of them to download... will the links work tomorrow?

[MassiveDVD]

GringoLoco: It should be fine. The system knows whether you've completed the download or not. If something goes wrong, though, you can request more downloads from the expired download page.

[IvkeBG]

Hi MassiveDVD people,

For inexplicable reasons, PayPal doesn't have my country on the list and for years has compulsively stuck to the story that the database is automated, they don't have a contract, etc. I've never had problems with online ordering except PayPal, which by now induces spasmotic fits at the very sight of their logo on my screen. It is my misfortune that they have spread so much over the internet.

So my question would be, are there alternative methods of payment? I managed to order Shawn Barber's DVD through Amazon, but I can't download the electronic lessons through PayPal, which makes it even worse, because I don't even need a physical address!

Can you help me out? I'll send money through postal office, come over there to clean your company's hallways, sell you my kidney, whatever really :)

edit: Amazon titles have vanished?!!?

[MassiveDVD]

IvkeBG: We can't accept checks or cash. Do you have any friends/relatives in nearby countries that could buy it for you?

[jcaffoe]

Sooo I sent payment through paypal about three weeks ago for the Nox tutorials, payment cleared two weeks ago, and I still don't have a link to the videos.

after several unanswered e-mails to Aaron I figured I would post and ask what's up?

[MassiveDVD]

easy tiger: You didn't receive the automated email that was sent to you nor did you receive the 2 manual emails I sent you. I'll send you a PM with the links, but you should figure out what's going on with your email.

[madkosai@hotmail.com]

Im probably going to get burnt for this but where can I get these vids?

Edit: No need to worry found it.

[snootchy]

Hi MB, thanks for all the hard work you guys put into inspiring and educating all of us here on CA. I'm having problems completing downloads, it starts to download but then for some reason it just stops dl'ing and could never get a complete file. I have high speed internet and have a steady dl rate of 700kb/sec, also using the downloadthemall plug in for firefox. Any suggestions?
Thanks

[snootchy]

Hey MB! glad to see your back up and running nevermind i was able to complete coro's video, but for some reason i have to try many times before the file will complete dl'ing. Thnx

[Jack Frost]

I have the same issue as snootchy, I have a fast internet connection. I have also used different browsers to get it to work. I am on my 6 or 7th attempt now I will try the download service you suggested and see what happens.


Jack F.

btw- its the nox vid 1

[Jack Frost]

ok it seems that it works if I use program downthemall, kinda sticks that it wasn't working other ways also...but it work nevertheless...thnx

Jack

[snootchy]

Hi MB,

I've been using the program downloadthemall and still the dl hangs. This time I was able to get the full dl but then when i try to unzip the file it says it's corrupted or files may be damaged. Any thoughts? My ISP is comcast, not sure if this has any reason to do with it.

Thanks

[MassiveDVD]

Snootchy: I'm at a loss... most people are able to download them pretty easily. Send me an email if you still haven't had any luck.

[snootchy]

Hi MB,

thanks for the reply. I used the internet download manager through IE, normally use firefox as web browser. If anybody else is having hang ups this may help. You can grab a free dl of internet download manager of download.com

Thanks again, I am saved!!

[Jacob Kobryn]

I keep getting this message when trying to download. What's up?

[Cavematty]

Hey guys,

I had a mare trying to download the one I just bought. It kept doing as you all say - dropping out. The connection would truck along just fine at 400kb/s, then disconnect. Sometimes at 6%, sometimes at 60%.
I installed DownloadThemAll - didn't help me any. The resume function wouldn't work, and it continued to drop the connection.
So I installed Internet Download Manager (http://www.download.com/Internet-Download-Manager/3000-2071_4-10071618.html?tag=lst-3) as suggested by Snootchy (as in snootchy bootchies? Lol. Jay is da MAN!). Though I got it to work through Firefox.
The connection continued to drop out on me (Twice during download) but the resume function through this program would reconnect quickly. Ended up getting it in under and hour despite 2 disconnections.
Thanks snootchy! Looking forward to watching it now :)

Internet Download Manager Link @ download.com (http://www.download.com/Internet-Download-Manager/3000-2071_4-10071618.html?tag=lst-3)

EDIT: Content is GREAT! I got the Jason Chan: Quick Sketch tut. A great watch. Thanks Massive Black :)

[Askbotboy]

Hello Aaron,
I wanted to get back to you about my download problems for the Massive Black DVD's.
Being on the Mac, I tried your suggestion of the Firefox plugin called Down Them All.
Still, my downloads would begin very fast and stop halfway through. I was able to have
my son, using BootCamp, download the files on the PC. (I cannot understand why I couldn't
get the files as I normally do!) He then had to upload those files to my FTP site, which I then
downloaded and watched today. Phew!

I was so impressed with the content and information provided, I had to have more! I bought
4 more DVD's and I HAD to figure out a better method to get those videos into my bloodstream ASAP!
After searching and trying a few Mac download managers and accelerators, I found iGetter.
http://www.igetter.net/ , there is a free version which works great! I downloaded all 4 movies
and associated files in minutes! I couldn't be happier, and now I'll get the rest of the videos!

Pass on the iGetter to any Mac person that needs it! Thank you Aaron for your help as well.
Super cool products and again, I'm very impressed.

[Serpian]

I just purchased The coro gun demos and Chan's digital illustraton.

At first I tried downloading with BitComet, but the dl never started. I was not worried, because BitComet hasn't been working as it should recently, so I tried Firefox's standard dl manager. The downloads started, but stopped a few percent in. I tried Dowthemall, but the same thing happened here - it started and then stopped. Then I tried IDM, which completed the downloads, but two of the files were corrupt. I restarted firefox and tried downloading with IDM again, and this time it worked.

Now, time to watch!!

[Naomi Ningishzidda]

I had a problem with the sound for viewing in Windows Media Player (latest version). You just need to download the audio codec:

http://www.wmplugins.com/ItemDetail.aspx?&codec=FF

[jcaffoe]

I figure I'll post this here as well, I think it falls under the same category...

So every time I start using Whit's brushes for more than a minute Photoshop just up and crashes on me.

Is anyone else having this problem? I'm on my Macbook Pro, running Leopard, and don't usually have this issue with custom brushes (all of M@'s and my own work fine)

Also I think it's worth noting that I tested this out on a few different Macs with the same result, so it's not just my computer.

[Pawkfox]

Can't play films using latest quicktime.
Can only view them using VLC, what gives? =(

[MassiveDVD]

Can't play films using latest quicktime.
Can only view them using VLC, what gives? =(

They're encoded with fairly standard codecs that Apple fully supports, and we don't have any problems playing them in the office. What files are you having difficulties with? Does anyone else have any suggestions?

[Pawkfox]

They're encoded with fairly standard codecs that Apple fully supports, and we don't have any problems playing them in the office. What files are you having difficulties with? Does anyone else have any suggestions?

Jason chans photoshop illustration, (the one with an asian girl in white being molested by tentacles under water. =)
Reinstalling quicktime didn't help. I downloaded it from the site twice.
I fixed the problem by installing QTlite codec pack for media player classic.
It's not as much of a fix as it is a bypass.

Using quicktime the image would go white, no sound was playing but the full length of the movie was displayed and the timer was running.

The error message I got only once, just said it couldn't play the file. That it was not supported.

Perhaps an issue from when I downloaded it from your servers? The internet isn't 100% functional always =)

But I did get around it and I got to enjoy it. Thanks and I'm looking forward for more instruction DVD's =) (preferably from the guys in shanghai ;D )

[SCIBOTIC]

Additionally if you're still having trouble downloading even with a download manager, right-click the download link and copy the url, paste it into your browsers address bar and edit it from https:// to http:// and press enter.

Doing so should provide a more stable connection and also allow resuming downloads.

[SardonicusMaxim]

IvkeBG: We can't accept checks or cash. Do you have any friends/relatives in nearby countries that could buy it for you?

MassiveDVD- I am in the payments processing business, and I think I can help you here, so you can take payments from your customers via ACH (electronic checks). It's cheaper and easier than paypal- and I'm part of CA (doubt that Paypal has any interest in the community).

Let me know if you want to talk about this- I have lots of options available to help you out.

sardonicusmaxim@gmail.com

[alkaline111]

Hello, I purchased the speed painting from Brancha, first off its great! 2ndly I love the brushes! THough, THey seem to be very prone to crashing Photoshop. This seems to happen when i adjust brush size towards the small size. It consistantly crashes. I was hoping Some one might be able to diagnose why? and maybe how to fix the problem. I use CS2

I really would like to use these brushes, but cant when im ctrl+s every other stroke.

Thanks!

-Alkaline

[Φ]

hey there,

first of all, these vids are awesome!

now, I downloaded the shawn barber zip and my mac (powerPc / OS: 10.5.6) failed to decompress it. I tried to decompress manually with "Archive Utility" which is default on mac and also with "stuffit expander"
both failed again ?!

this should not happen right?

thanks for help in advance


EDIT: nevermind, worked after re-downloading. thanks anyway :)

[N-man]

i had recently re-installed my mac os and i thought i had backed up my massive black downloads. i was looking through the file i had put it into and most my movies are missing including the zip files and such. i thought i had backed up the right stuff and like i said i re-installed the os so everything was deleted. is there a way to download it again or something without buying it again? thanks for any help.

N-man

edit:i didnt notice the email address at the top.sorry.

[Slash]

When buying the james kei clothed figure download from here:

http://dvd.massiveblack.com/downloads.html

I didn't notice that the link is actually wrong, and i bought the digital figure painting one instead. I got the proper link eventually, so i got them both. :P But this might be a headache for someone who isn't willing to get both the movies. So please fix the "buy this" button and make it go to the video it is actually advertising.

[spaztastic]

so how do i open a rar file on a mac??????

Edit: Never mind I found an unarchiver online. thanks for the AMAZING VIDS Massive Black You guys ROCK :D

[bjoern3000]

Got the Email with the link but the link leads to " the page is currently not available"

What can I do?

EDIT: now its working

[Arshes Nei]

I have a technical support question, that has more to do with store purchases. If one is doing multiple purchases at the store is there a way for payloadz to update the cart properly and keep shopping until you're done?

This may not be valid after you switch how you handle services but I always found the process cumbersome if you're trying to get all parts in the cart and purchase.

[heaths]

I fully agree with everyone. It was an excellent post. Thank you.:drinkup:
simulationcredit (http://simulationcredit1.com)

[Jason Manley]

if you are having issues plz send an email to aaron@massiveblack.com and he will get you all fixed up.

looks like time to give payloadz a whack!!! I am unfortunately having no luck in getting a response out of them. I tried to email their ceo and just got some abrasive comments back from customer service. Asses. We have to be one of their bigger clients I would think. oh well....will have to do it manually for now. Aaron can fix u up.

not sure on arshes question..maybe aaron knows.

regarding the .rar on macs..also an aaron question as he can at least ask someone there at mb.


j

[jeremygordon89]

I have no idea where these videos are (I just bought the labor day special and got my passwords.) I tried going to the live streaming videos forum and I entered my password and the video just said offline? Am I missing something? Where are the streaming videos?


EDIT: Nevermind, I think I figured it out

[Streetz]

Whit Brachna's live stream seems to be missing a ton of content. When will this be up ?

[_Sir_]

I totally bought a ton of stuff, didn't get links, and emailed Aaron without reply at around 11 PM yesterday ._.

[TimWinkelman]

Hi,

I just wanted to tell you that your link to the Carl Dobsky Perspective Volume 2 download on the button in your store seems to be broken. Instead of putting it in the cart, it just takes me to the main payloadz page. I was impressed with volume 1 and would like to get volume 2 if this link can be fixed.

Thanks,

Tim Winkelman

[MassiveDVD]

Hi,

I just wanted to tell you that your link to the Carl Dobsky Perspective Volume 2 download on the button in your store seems to be broken. Instead of putting it in the cart, it just takes me to the main payloadz page. I was impressed with volume 1 and would like to get volume 2 if this link can be fixed.

Thanks,

Tim Winkelman

Thanks for pointing that out! :)

Here's the correct link: http://www.payloadz.com/go?id=545992

[Nizra]

Hi there !
I've recently bought awesome content from massive black and also often go here as a silent visitor.
Now, i'm a bit surprised with the message in it "this video is numbered and associated with the credit card blabla". This doesn't seem to shock anyone here and i understand you want to protect your work, but still, i'm not very happy with the fact that something i bought has a tracker in it, linked with my credit card. I'm not event sure this is legal in my country. What about if i copy this on another pc(s) ? i don't get it. May i have some additional informations on this ?
Thanks

[MassiveDVD]

Hi there !
I've recently bought awesome content from black massive and also often go here as a silent visitor.
Now, i'm a bit surprised with the message in it "this video is numbered and associated with the credit card blabla". This doesn't seem to shock anyone here and i understand you want to protect your work, but still, i'm not very happy with the fact that something i bought has a tracker in it, linked with my credit card. I'm not event sure this is legal in my country. What about if i copy this on another pc(s) ? i don't get it. May i have some additional informations on this ?
Thanks

It's not a tracker... that would be crazy. It's a digital watermark so if it shows up on a filesharing network we'll know who put it up there. All your credit card and personal information is totally safe and is not in any way embedded in the file. We're not Big Brother... we just want to keep our site free and open.

[Nizra]

Ok, thanks for the explanation. This world is making me paranoid :)

[TimWinkelman]

Thanks for the link. I downloaded it today.

[MatejaPetkovic]

I have a question regarding payment method. Since in my country doesn't existe paypal, and i don't have credit card(also i don't want to bother my friends), can i buy this dvd's etc. by wire transfer?
I have asked this question to Jason Manley on pm, but i presume he is really busy man, so i think this is right thread to ask this question.
I really want to support CA, but in order to do that someone needs to give me any info.

Thanks in advance

M

[MassiveDVD]

Unfortunately I think the only answer is to have someone in another country buy them for you. Email or PM me if you have further questions.

[D.C.]

Nevermind, it's all good :)

[suman_d123]

I had bought the wonderful Whit Brachna environment paint downloads last year from the store. Unfortunately the hard disk of my laptop crashed and I had no backup of this video. What is the policy on such cases? Can I get the download again if I can show the proof of purchase email? Or do I have to buy it again?

Thanks
Suman

[Hive_minD]

I had bought the wonderful Whit Brachna environment paint downloads last year from the store. Unfortunately the hard disk of my laptop crashed and I had no backup of this video. What is the policy on such cases? Can I get the download again if I can show the proof of purchase email? Or do I have to buy it again?

Thanks
Suman

Just send proof of purchase via email and they will surely open the download link for you again. Back it up this time too ;) Easy mistake to do, and so shitty when it happens. I know to much about it...

Chris

[suman_d123]

Just send proof of purchase via email and they will surely open the download link for you again. Back it up this time too ;) Easy mistake to do, and so shitty when it happens. I know to much about it...

Chris

I sent a e-mail and got a prompt response with a new download link. awesome!
conceptart.org rules!

[Hive_minD]

I sent a e-mail and got a prompt response with a new download link. awesome!
conceptart.org rules!

;) glad it worked out.

[khnguyen]

I don't know if this is the appropriate thread to discuss this topic, but I'll give it a shot.

Can I somehow re-download the massive black videos I bought? My external hard drive storing all of the Massive Black videos that I bought, crashed on me. I lost six years of worth of memorabilia, such as the personal pictures and documents, music and video collections. So right now, I am trying to salvage what I can get out of this wreck, and rebuild everything again.

My only proof of the purchase of the download is the paypal history. I'd appreciate it if someone can help me out. It just sucks to pay a bunch of money for something, just to lose it.

If anyone is curious what this problem might be, and want to help me out, here is the error message I get when I try to access my hard drive: http://i49.tinypic.com/2jfc2de.jpg. If someone think they can help me out with the hard-drive situation, I will pay for your service if you're successful at retrieving my data.

[Hive_minD]

Can I somehow re-download the massive black videos I bought?

Just look up a few posts above yours and you will find the answer to this ;)

[Hive_minD]

If someone think they can help me out with the hard-drive situation, I will pay for your service if you're successful at retrieving my data.

Give a little google search with the error message and you should find a few answers that might help you out. Best of luck

[khnguyen]

Video Situation: Ahh. Thanks a lot Hive-minD. I should have read this thread's first post (Aaron's Post) and of the other posts first. Lesson, Learned! :)

Hard Drive Situation: I tried. I there's really not much I can do. It seems the problem involves physical damage, which is out of my realm of "expertise." I generally do better with OS, software problems. I do have several friends who might be able to recover the data, but they will have to open up the portable drive case, and tinker around with the hard drive itself. However, if they do so, my warranty for the drive is void. I just sent Seagate Data Recovery Service team an email about the situation, if the service fee is within reason, I will be more then willing to pay them to get at least my photos and school/personal documents recovered. Wish me luck.

[Gamboli]

help pls just purchased the Zhang Lu @Jason Manley portraits volume1 - caucasian
female - got the email with the download load link but I'm getting the following error everytime I try to download:
Transaction limit exceeded Seller has exceeded his transaction limit so we can not provide you download at this time. Please contact seller for further queries.
Between the time I purchased and got the link not more than 2 minutes could have passed- help pls

[Gamboli]

I want to say thanks to Scott Richeson from CA.org for taking the time to fix the issue I was having in downloading the Zhang Lu @ Jason Manley vid. I was amazed that you were able to get everything back on track so quickly and really appreciate that you were able to call me back. Again thanks :)

[Sig.NAL]

Hey, I was going to try to use my coupons to purchase the download versions of Marko's Character ideation video as I gave my old one to my cousin. When I go to purchase them however, there is no place for entry of the coupon codes. Are the coupons only good for certain downloads? I used the $10 one a week ago for the Sammy Hall DL (which is really good by the way!) and have a little more money this week and I really wanted to pick up Marko's tutorial again using the coupons, If it can't be done, I'll probably just pick up another vid, I just thought I would check. Thanks!

[staccato]

yeah i wanted to get both Sammy hall videos with the coupon but i wasn't able to add to my shoping cart. hoping to get help before the coupons expire. any help is apreceated.

[Dave_]

Aye, I want to buy both of the Sammy Hall video's. However, I can't find a way to buy both at the same time (no shopping cart @ payloadz =\?) nor do the coupons work.



Edit: I found out what the problem is.

When using chrome, payloadz will automaticly redirect you to the paypal paying screen. But you need to use the coupon in the playloadz shopping cart, I used firefox for that (It didn't even work all the links, so trial and error).

[Cam Sykes]

Hey guys, I might be wrong so please direct me to the correct way if I am, but there's no where to enter the discount count. I've been hunting around for it on both the payloadz and AD site but can't see the box to type it in. FIrst time I've had this problem, the apply code box used to be there on the cart page.

[!_assoriInjerse]

Doing something that might save the planet and will also help our budget is what we should think about these hard days.

[TAD_Orders]

Hey guys, I might be wrong so please direct me to the correct way if I am, but there's no where to enter the discount count. I've been hunting around for it on both the payloadz and AD site but can't see the box to type it in. FIrst time I've had this problem, the apply code box used to be there on the cart page.

Should be fixed. Buy quickly... the sale is coming down soon! :)

[jouzinka]

Hi. Should be or is it?

I can't find a way to apply the sale either. :-\ Trying with FF 3.6 and IE 8.

Screenshot from FF:
http://i46.photobucket.com/albums/f136/jouzinka/nemazat/th_TAD.jpg (http://i46.photobucket.com/albums/f136/jouzinka/nemazat/TAD.jpg)

[jouzinka]

Sorries for doublepost. http://i46.photobucket.com/albums/f136/jouzinka/kolobok%20dark/blush2.gif

[TAD_Orders]

Hi. Should be or is it?

I can't find a way to apply the sale either. :-\ Trying with FF 3.6 and IE 8.

Screenshot from FF:
http://i46.photobucket.com/albums/f136/jouzinka/nemazat/th_TAD.jpg (http://i46.photobucket.com/albums/f136/jouzinka/nemazat/TAD.jpg)

It was fixed but then it expired again.

We're just waiting on a new banner to replace the sale banner. I reactivated the discount... might not be long before it's gone, though.

[jouzinka]

I see. Thanks and... sorry for bringing it up, then. :S

[MIKETAYLOR]

I've bought several DOWNLOADS this time. I had troubles with my internet conexion during my trip and I haven't downloaded all the stufs yet. The cuestion is that the licks fave expided and don't work any more . I bought them 14th of JULY. ANY ONE CAN HELP ME?

[MIKETAYLOR]

i've bought several downloads this time. I had troubles with my internet conexion during my trip and i haven't downloaded all the stufs yet. The cuestion is that the licks fave expided and don't work any more . I bought them 14th of july. Any one can help me?


finaly i had to buy them again. No one give me support and i'm sad becouse of it.

[MIKETAYLOR]

finaly i had to buy them again. No one give me support and i'm sad becouse of it.

FINALY IT'S RESOLVED. I could download the vids.
THANK YOU!! :)

[Vermis]

I'm having the same problem. Net connection playing silly-buggers; downloaded half the purchased files over three days; kicked out on Monday afternoon. Since then I've twice requested extra downloads through the site, but nothing yet...

Got 'em now. Much gratitude for the help and patience.

[Birkeley]

Hi guys, I'd really like to buy a few of these, but could I have some clarification on the download process? I have a 5GB/month download limit (yeah I know, but I don't usually need to download big files like this!) so it's a bit complicated. I will need to download them in parts when I can get on a friend's internet connection, so it might take me a while to do and I've seen people mentioning download link expiry.

My questions are:
1) are the downloads split into multiple smaller parts?
2) do the download links expire after a certain amount of time even if the files have not been fully downloaded? I've seen people saying they do but haven't seen any clarification on the amount of time you get?

Thanks!

[Deadlyhazard]

How long is technical support supposed to take to respond? Just curious, as its been over a week and I haven't been able to access my downloads :X.