Help

3. Downloading and Streaming Courses

1. LIVE Broadcast

It’s FREE, but there’s a fee... - How does it work?

Our courses are FREE to watch during the LIVE Broadcast. We support the LIVE broadcast by recording them in HD and making the recordings available for purchase. Purchasing a course provides you with access to download or stream the course videos.

How do I watch?

You can watch the LIVE broadcast using one of the options below:

High Speed Internet: http://www.creativelive.com/live
Slower Internet: http://www.creativelive.com/low
Smart Devices: http://www.creativelive.com/low
iPhone/iPad/Android: Download the Ustream App, then search for creativeLIVE within the App.

What happens if I miss the LIVE broadcast?

For many of our workshops we do re-broadcast that days LIVE event, to find out email support@creativelive.com. You can also purchase the course. Courses are generally on sale before the LIVE event at a great discount.

How do I participate & ask questions?

You can ask questions via the chat room, http://www.creativelive.com/chat. If you’re viewing the main LIVE feed you will find a button under the feed which says “show chat”, click on this and log in to join the worldwide audience in both the creativeLIVE room (for instructor questions) or the creativeLOUNGE (for general photography related banter).

You can also ask questions via Twitter, watch your course emails for details on how to do this!

How do I Enroll for a course?

Log into your creativeLIVE account. Once logged in you can enroll for a course via the course page.

Why do I have to register?

We create an email list for each class; this allows us to send you information pertinent to the class you’ve registered for, including reminders before the class starts. We do not share your email address with anyone.

Can I come to the studio?

For details on participating in the LIVE studio audience reference the course page, the criteria for selection varies per course. If you have additional questions please email support@creativelive.com

2. Purchasing Courses

What do I get?

Purchasing a course provides you with access to download or stream that courses videos and related course materials. The course videos are available in both HD or Low Res formats to play back on various devices.

Where’s my DVD?

At this time there are no DVD’s of the course videos available.

How do I access my purchase?

To access your purchase, follow the steps below:

Log into your creativeLIVE account
Go to the My Courses tab.
Click on the course link you wish to access
Click on Low or HD to download that version of the course videos or “Watch” to stream the course videos directly through the website.

I purchased a course, when will I be able to download the videos?

If the course has already been broadcast, the course would be available for immediate download or streaming. If the course is something scheduled in the future, the course videos are generally available to download or stream within 1-3 business days of the course’s LIVE broadcast.

3. Downloading and Streaming Courses

How do I access my courses?

To access your course(s), follow the steps below:

Log into your creativeLIVE account
Go to the My Courses tab.
Click on the course link you wish to access
Click on Low or HD to download that version of the course videos or “Watch” to stream the course videos directly through the website.

How long will I have access to download My Courses?

There is no deadline to download your purchase course videos, however many of our customers will download them, to have videos available for off-line viewing.

Do I have to download the files?

You do not have to download the files, you can stream them through the website via the “Watch” button, however this requires continuous internet connectivity.

What file format are the videos in?

The majority of newer course videos are created in the h.264 .mov format. The files will generally play back best in Quicktime (available to download for free), but will also work in other media players like VLC or Windows Media Player.

Some of the older courses may be in other formats like .m4v or .mp4, these should play fine in any of the aforementioned media players.

Can I watch the course videos on my iPad/iPhone/Smartphone?

To view purchased courses on the iPad you would want to follow the steps below to sync them to your iPhone/iPad.

Depending on the file format, you may need to convert the files to iPad/iPhone friendly files. The steps below include how to do this as well. ** If they are ".mov" files, you shouldn't need to convert them.

For ".mov" file types

1. Download the Low or iPod version of the video segment to your computer.

2. Import those segments into iTunes.

3. Sync to your iPad/iPhone

For non ".mov" files:

1. Download the Low or iPod version of the video segment to your computer.

2. Import those segments into iTunes.

3. Choose the segments you wish to convert.

4. Select Advanced, then create "iPod/iPhone Version" or "iPad/Apple TV Version".

5. Sync to your iPad/iPhone.

This may take some time to convert, depending on how many files are selected.

4. My Account

How do I update my username?

To update your Username, simply log into your creativeLIVE account, and then click on the existing username in the top right corner to access the account page. Here you can update your username, scroll to the bottom to save your changes.

If you are unable to login, please email support@creativelive.com to confirm your account information.

How do I change my password?

To update your password, simply log into your creativeLIVE account, and then click your Username in the top right corner to access the account page. Here you can update your password, then scroll to the bottom to save your changes.

If you are unable to login, please email support@creativelive.com to confirm your account information.

How do I update my profile image?

To update your profile image, simply log into your creativeLIVE account, and then click your Username in the top right corner to access the account page. Here you can click on "Profile Image" and enter information from your Facebook account, your Twitter account or your Gravatar account to use the same profile image on creativeLIVE. Or, you can upload a 50 x 50 pixel image.

I forgot my password.

Please use the following link to request a link to create a new password: http://www.creativelive.com/user/password

This initiates an email to the account associated with your creativeLIVE account, within the email is a link to create a new password by logging you in to creativeLIVE and taking you to the account page, where you can update your password. The link within this email is valid for only 24 hours. If you don't receive this email fairly quickly I would recommend checking your spam folder as these emails sometimes get sent there.

I never received the Password Reset email.

If you initiated the request to receive a new password, you should have received the email fairly quickly, however these emails can sometimes get lost in spam folders. If the email isn’t in your spam folder, please email support@creativelive.com with the username or email address of your creativeLIVE account.

How do I update my time zone?

Log into your creativeLIVE account.
Click on your username in the top right corner.
This loads the account page; towards the bottom of the page you will see “Locale Settings”.
Select your location from this list, and save.

You will find this updates the times on the Calendar and on the Course pages to the start time for your Locale.

How do I update my profile?

Log into your creativeLIVE account.
Click on your username in the top right corner. This loads the account page.

Here you will see links to make updates to your Account, Newsletter Subscriptions, Personal Information and link your Twitter account.

How do I subscribe/unsubscribe?

Log into your creativeLIVE account.
Click on your username in the top right corner. This loads the account page.
Click on Newsletter Subscriptions, Check or Uncheck the box to subscribe and click the Save button.

5. Troubleshooting

I hear an echo during the Live Broadcast.

It’s possible that you’ve got two windows with the LIVE stream open. If so, please close one of the windows. Please note, the LIVE page is typically delayed about 15-20 seconds.

The LIVE page is empty or the screen is black with a spinning wheel.

Try the following things to troubleshoot the LIVE feed:

Refresh the browser
Try an alternate internet browser
Try clearing your browser cache
Try resetting your modem or router
Try restarting your computer

I tried to purchase but I received an error message.

This can sometimes occur if there is a discrepancy in the Billing information on the credit card being used. Double check this information and try again. If the issue persists please email support@ creativeLIVE.com with any details of what you’re experiencing.

I can’t add the course I want to purchase to my Shopping Cart.

Please try clearing your web browser cache or using a different internet browser, if this doesn’t resolve the issue please email support@creativelive.com with details of what you’re experiencing.

I downloaded a file and it won’t playback.

The course videos are created in the h.264 .mov format. The files will generally play back best in Quicktime (available to download for free), but will also work in other media players like VLC or Windows Media Player.

If the file will not play back, try closing your media player, restarting and try playing back again. If this doesn’t help, please check the file size of the video, if it is at 0kb, please try downloading again.

If the issue persists please email support@creativelive.com and include the Name of the course and the name of the segment you are experiencing an issue with for further troubleshooting.

I tried downloading a file and the download stopped partway.

Try starting the download again. If the issue happens again, we recommend clearing your browser cache, trying another browser, restarting your router or modem.

If the issue continues to persist please email support@creativelive.com with details of what you’re experiencing.

I receive an error message while streaming.

Please try clearing your web browser cache or using a different internet browser, if this doesn’t resolve the issue please email support@creativelive.com with details of what you’re experiencing.

I’m having other difficulties or the recommendations above haven’t solved my problem.

If none of these techniques resolve the issue please email support@creativelive.com with details of what you’re experiencing.