Frequently Asked Questions

Welcome to our FAQ page where we have answers to some of the more common questions we get asked.

Categories

• Most Commonly Asked Questions (7)
• General Questions (15)
• Questions about Our Educational Material and Resources (12)
• Technical Questions (10)
• Membership, Payment, Billing and Subscription Questions (19)
• Using the Resources on Our Website (3)
• School and Teacher Questions (2)
• HomeSchool and Home Education Questions (1)
• Special Needs Questions (1)
• Zane Publishing Previous Software and CD-ROMs (1)

Technical Questions

• Q) How do I ask for Technical Support and how long do I have to wait for a reply?

  A) The quickest form of Tech Support is provided by the information provided here in the FAQ questions. If you have an issue or question that is not dealt with and described here in these Frequently Asked Questions, than please use our Contact Page at the following link. We give priority to those members that are subscribers and attempt to answer all enquiries within 6 hours.

  http://www.zaneeducation.com/Contact.php

  You may also feel free to use the contact Telephone provided there as well, however if we are busy at the time you may be required to leave a message.

• Q) I have a question or technical problem what should I do?

  A) So as to ensure you can access the information or assistance in the fastest amount of time, please firstly check that the answer or information is not already provided in one of these Frequently Asked Questions.

  If it isn't then use our contact page to send your question to us. 

  Alternatively feel free to contact us using the number provided on our Contact page. We give Technical Support the highest priority and will always attempt answer all messages and calls within 6 hours, no matter where in the world you are located.

  Please ensure that if you want us to return your telephone call that you provide a number that you will answer. The single greatest cause of us not being able to provide an answer or solution are those people that provide a contact number but then do not answer it when we ring. In such situations we will always leave a message to say we have called, but many people fail to check their voicemails. So please, make it easy as possible for us to help you. 

• Q) I have just purchased a subscription and I cannot get the videos to run?

  A) If you have purchased a subscription and are having a problem with the videos not downloading and displaying correctly, please follow the Checklist information below in Points 1 - 5, in order. This will provide your solution in 99% of of cases. But before starting please be aware that in most cases this problem is caused by the User not being Logged-In correctly. Please note that both your Username and Password are case-sensitive and you can always check that you are Logged-In correctly by seeing at the top right hand corner of any page where you will see the welcome "Hi Your Username".
  
  
  1: Firstly, we always recommend that you use the Firefox browser because it causes the least problems.
  
  The most problematic browsers to use are Google Chrome and Safari. Internet Explorer (or Edge on Win 10) is reasonable, but certainly Firefox is the most reliable.
  
  
  2: 99% of computers already have the Adobe Flash Player you need installed. If you believe you don't, then it is a simple free download at:
  
  https://get.adobe.com/flashplayer/otherversions/
  
  NOTE: If you are using an Apple mobile device like an iPad or iPhone, you will require the use of an App. The App we recommend can be located and downloaded using the following link.
  
  https://itunes.apple.com/nz/app/photon-flash-video-player/id430200224?mt=8
  
  
  3: Next, using the Firefox browser, please go to our Free-Video-of-The-Day Page using the following link. You do NOT need to Login using this video.
  
  http://www.zaneeducation.com/Videos/freevideo.php
  
  If the video screen appears blank, click anywhere on the video screen and a small Popup screen will appear in the left top right hand corner of your computer screen asking if you will allow the website to run using Adobe Flash. Click on the "Allow Now" choice.
  
  If you then see the video appear, you then simply click on the video screen to start the video running. If you now have the video operating you can then Login using your Username and Password and proceed.
  
  
  4: The single most common cause of the videos not playing is caused by a user not being Logged-In correctly. Please note that both the Username and Password are case-sensitive.
  
  You can always check that you are Logged-In correctly by seeing at the top right hand corner of any page where you will see the welcome "Hi Your Username".
  
  
  5: If you are continuing to experience any issues using Firefox - especially the latest versions, then it is just a matter of adjusting a setting in the browser. The way to make that settings change for each browser is detailed on the page using the following link. (Please Note that the Edge option, is the latest replacement for Internet Explorer, and you should have that installed on your PC first - it is used with Windows 10)
  
  https://www.drivereasy.com/knowledge/enable-flash-on-chrome-firefox-opera-and-edge-on-windows-10/
  
  If you are still having problems with a video downloading and playing - and have been though this Checklist and using our Free-Video-of-The-Day Page as mentioned above, then please contact us using out Contact Page. Please ensure that you have given us a Contact Phone Number we can use on your Membership page, and provide the name of - or link to, the particular video(s) giving you the problem.

• Q) I am having problem Logging into my account?

  A) Both the Username and Password that you originally selected are both case-sensitive. The single greatest problem any of our users have logging into their accounts is because they are not aware of this case-sensitivity.

• Q) I did not receive my email with the link to validate my Registration?

  A) If you have not received that email containing the Validation Link which is automatically emailed to you when you submit your Registration then firstly please check in your spam folder.  

  Secondly if you are a teacher at a school, we often find that the person responsible for securing the computers in the school has made the network so secure that emails are not even being able to get to those teachers that have requested them. 

  So we suggest that you speak to that person and advise them that you are not receiving emails.

  If you still cannot locate it then please use our contact page to contact us and ask for assistance, ensuring to provide your name and the email address you used. 

• Q) What is the best browser to use to view the videos and use the quizzes?

  A) We find that both the Firefox and Internet Explorer browsers are usually the most reliable internet browsers. Try avoiding using the Safari or Chrome Browsers as both have bugs in them because they are constantly being updated. 

• Q)  Can I use your resources on an Apple Mac, iPod, Tablet and other mobile devices?

  A) Yes you can use our videos and other resources on an Apple Mac computer, but you do need a reasonably recent version of the free Adobe Flash player installed.

  Thanks to Apple deliberately blocking the use of Flash video on the iPad, you will need an App to access our resources on an iPad. The best App that we recommend for this purpose is available at the following link:

  https://itunes.apple.com/nz/app/photon-flash-video-player/id430200224?mt=8

  You should be able to otherwise use our videos and quizzes on any tablet or cellphone that enables the use of Flash video.

• Q) How do I expand the video to occupy the full screen?

  A) Currently you cannot expand the video to full screen, and there is a reason for that. But there is also an alternative solution that you can try that will achieve the same result.

  The reason why we limit increasing the size of the video at the present time is because we need to ensure that each student has access to those Interactive Study Tools positioned in the right hand column beside each video. 

  This enables the student or teacher to pause the video at any time and use those Interactive Study Tools to either further investigate aspects of the topic, or to investigate those highlighted words in the subtitles that are important to the learning of that topic – without them having to go to another page causing them to lose their place in the video.

  The alternative solution you can use is to adjust the resolution size of your computer screen to make the videos larger. The easiest way to enlarge the size of the video screen is to adjust your computer screen resolution to approximately 600 x 800. 

  On a PC you can do this by going to the Control Panel, and then selecting the button Display Properties. When that opens select the Tab marked Settings. You can then adjust the Screen Resolution. When you have selected the new setting, just click on Apply to save that setting and then click OK. 

  There is also a place on the Apple Mac that enables you to alter the screen resolution size and it is literally a 30 second job and will enable you to achieve what you are after.

• Q) I have accidentally provided an incorrect email address when Registering and I have not received the automatic email to validate my Registration?

  A) Use our contact page to contact us giving your name and the correct email address and one of our Tech Support Team will update your email address for you and then will notify you when they have completed this for you.

• Q) I have forgotten my Password, can you help me please?

  A) Go to your sign-in page on the website and use the tool provided there under the Username and Password entry boxes that enables you to recover your password. Remember - both your Username and Password are case-sensitive.