Technical or practical problem
Have you had a technical problem with the piano courses or with our website?
1. You cannot login, or you have lost your password or your username, or perhaps you unable to access your account and / or piano lessons for other reasons.
Answer: The best is to contact us via the contact form. Click here. You can also recover your account details on this page and your password on this one. Note, the information will arrive at the email that you gave when signing up.
2. I am subscribed but I cannot view the piano lessons, what should I do? The video player window remains empty and black
Answer: Check that the video reader is correctly installed on your computer ( Adobe Flash Player ) Sometimes it is necessary to uniestall (on PC>configuration panel >programme>uninstall a programme) and reinstall it fresh. If Adobe Flash Player is correctly installed, but the video is not showing, refresh your Web browser by pushing F5.
For accessing the site we recommend using the Web browsers Firefox ( download http://www.mozilla.org/fr/firefox/new/ ) or Chrome (www.google.com/chrome ). Don’t hesitate to change web browser if you have problems with how piano lessons are being displayed.
You can empty the cache of your computer by pressing CTRL+R and remove cookies and history (Tools> Internet Options >General>Remove). Check the parameters of your firewall in your web browser and of your online access provider, make sure that our site (http://www.mypianomasterclass.com/) is defined as a trusted site. Try to temporarily deactive popup blocking software to see if that allows you to see the videos.
3. You have a problem in the fluidity of the video: the piano lessons are jerky or stop frequently, they don’t load to the end.
Answer: The internet speed that you have is not sufficiently rapid for being able to watch the piano classes in high definition format (HD is on). In this case it is better to switch to the medium definition mode; to do that click on the button "HD in on" at the top right of your video reader to to switch to the medium definition mode. You will also see the sign "HD is off" to indicate that you are in medium definition mode; the videos are 4 times smaller in this mode, but also a little less sharp. If, having checked that you are really in medium definition mode ("HD is off"), you find that the piano lessons are always a bit jerky, that indicates that your internet connection is really too slow. Note that quite often the real speed of your internet connection is different from the speed promised by your internet service provider; that’s why we suggest that you test it in real-time. Click here (you need at least 512 Kb download speed).
To address this problem at the beginning of each connection, it is necessary to wait until the films load into memory to be able to watch them correctly. It is normal that loading the course takes a certain time that depends on the quality of your internet connection. We recommend, before watching the video, to launch it by pressing the “pause” button and waiting until the film is loaded into memory. Several minutes later (when the grey band in the bottom of the player is complete) you can start to watch the film.
4. You have a problem with the content of the piano course: classes mix together, or all the courses seem to hbe number 1, or also a course always stops at a certain place, etc.
Answer: Your technical problem in viewing is really due to the full memory in your web browser (Internet Explorer, Firefox or Chrome, etc); You must empty it, it’s a very simple process. Here is a link that explains how to do that for most browsers. http://www.wikihow.com/Clear-Your-Browser's-Cache You must do this regularly and you can also periodically change the web browser that you are using. The cache memory of your computer, it’s a memory that temporarily stores copies of downloads (videos, in our case), in order to reduce the time to access these downloads from your computer. The cache has a limited size, that’s why it becomes full very rapidly if you watch videos very often because these are large files.
5. You cannot see the course correctly even though that your actual internet speed is enough and you have thoroughly cleaned the cache of your web browser.
Answer: Three causes are possible:
- your computer is too old and/or doesn’t have enough resources for operating videos (processor, graphics card, RAM)
- you have an application that prevents films in streaming mode (we advise you to close all active applications, then to watch the piano courses).
- your internet service provider blocks or restricts viewing of streaming (the only solution is to change your internet service provider)
- you can also try to change your web browser: for example if you tend to use Internet Explorer, try Firefox or Chrome.
6. What can I do if I have a problem watching the piano course on my iPad?
Answer: Normally there is no need to install or to change something on your iPAD. You can empty the cache and remove cookies and history, sometimes it could possible cause some problems.
7. What can I do if the display of the site is very different on my Samsung tablet and I cannot access my account (tablet running Android)?
Réponse: For most tablets running Android, there is no need to change something, it works. In some old or rare version you might will have to install some special browser to watch vidéos. We also do not garantee functionning of our teaching application with old models ( older then 2016 year). Contact us if you have some doubts.
8. Can I watch the course from my tablet that uses the Android operating system?
Answer: You can watch the piano course from your tablet if it uses Android, and for most web browsers no installation is needed. On certain Androids you must install a browser that enables you to watch the course correctly: on the new generation tablets (Tab 3 type) we recommend using Puffin Browserhttps://play.google.com/store/apps/details?id=com.cloudmosa.puffinFree
9. What can I do if I have another technical problem? Answer: If it concerns a technical problem, send us the configuration of your computer: Mac or PC, operating system, web browser, internet service provider to the mailbox This email address is being protected from spambots. You need JavaScript enabled to view it. We will then verify the problem.
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