Support

CLICK THE IMAGE BELOW TO ACCESS OUR NEW SUPPORT PANEL

OLDER, but still helpful support info is below… 🙂 🙂 🙂

You are here because you are having some sort of issue with your downloaded product. From the emails I have received, the most common issues people are having trouble with such as: downloading, saving, viewing on an iPad, printing, and more.

IMPORTANT – If you don’t get your email, you can’t get your program. So do this FIRST.

Email is NOT an exact science. Due to email service providers trying to limit the amount of SPAM, lots of ‘good’ emails (like mine) are getting caught up in filters or not delivered…especially ones with download links or login/passwords to access programs or content.

To increase the odds that you receive your content in your inbox, as well as updates, you need to Follow These SIMPLE Email Steps

iOS Devices – iPad, iPhone

The ‘app’ way to download videos and PDF files

iPads and iPhones, are great, but they are NOT computers. One of the biggest things they lack is a file/download management system. Luckily, the app market has come to the rescue.

There are plenty of ‘download managers’ or ‘video download’ apps (both free and paid), but one of the highest rated is called: idownloader. I would start with that, and it will help make your ipad/iphone act a LOT more like a computer. idownloader will work for videos, PDF files, and MUCH more.

That is not the only app you can use, just one we have used and recommend. There are plenty of free and paid options in the app store, so try them out and see what works best for you.

To use idownloader

Hold your finger on the video link, and then a window will open up. Select ‘copy’.

Then open the idownloader app, and go into the browser tab (tabs across the bottom), and paste that link. Once you paste it, a window opens up. Select ‘Download’ to download the file.

It will show the filename and you need to select the ‘save to folder’. Select the folder or create a new folder to put it in.

Do that for each video link.

If you don’t see ‘Open in iBooks’, touch the top of the screen where ‘Open in iBooks’ should be, then it will appear.

The ‘app-free’ way for PDF files using iBooks.

To download files on an ipad or iphone, you need to be aware that they do not handle files like a computer does. They will use the Safari browser to download the file. Continue reading to learn how to move it to iBooks so you can access it anytime. If you don’t move it to iBooks, you will lose the file when you close the browser window.

Hold your finger on the ‘download’ link until this window pops up. Then select ‘Open In New Tab’.

Whether you get an email with a download link, or you login to a site where you download your files, the steps are the same.

You need to HOLD your finger on the download link. After a few seconds a window will pop up and you will want t

o select ‘OPEN IN NEW TAB’. Touch that, and then look at the new tab that opens up (new tabs open from left to right).

Click on the new tab, and be patient while your file downloads, and then opens in Safari. You can view your file here, but if you want to save it so that you can access it anytime, you will need to move the file from Safari to iBooks.

iBooks comes installed on a lot of devices, or it is a FREE download from the app store.

To move an item from Safari to iBooks, just touch the top-right part of the screen (where it would say ‘Open in iBooks’), and the menu will appear.

Example of the iBooks shelf.

Touch ‘open in iBooks’ and then the PDF will open in iBooks where you can access it ANYTIME.

If you follow these steps, you should have no problem downloading the PDF files to your phone or iPad.

Downloading Issues

PLEASE READ THIS FIRST – Once you purchase a program, you will be sent an email with either a download link, or a login/password so you can download your files instantly. The email with the download info will be sent to the email you entered, or the email tied to your PayPal account.
- Check your junk/spam box if it isn’t in your inbox.
- Make sure you check the email you Ordered With, or the one tied to your PAYPAL account!
- The email will come from: “Natalie Jill Fitness <support (at) nataliejillfitness.com>”
- ALSO, I have had lots of people order from an old email they no longer use. Please make sure to update and use an email that you have access to.

The files range in size, most PDF’s are about 10mb, and video files can be 400 to 700MB, so BE PATIENT. It can take anywhere from a minute or two for the PDF to download, to 10 minutes or more for a video download depending on your internet connection. High speed internet is recommended.

Check your downloads folder if you can’t find the file. We have had lots of people that said they didn’t get the download, but when they checked, they had 3-4 copies of the file in their downloads folder.

For Windows users: Where are downloaded files saved?
When you download files, Windows usually saves them in the Downloads folder which is located under your user name in the users folder on the drive where Windows is installed (for example C:\users\your name\downloads). When you are saving the file, you can choose to save it to a different folder. Some different types of files are saved to different folders by default. For example, if you right-click a picture on a webpage and then choose Save Picture As from the menu, the picture will be saved to the Pictures folder by default. If you’re not sure where the file was saved, you can search for it from the Start menu.

WINDOWS USERS: If the above doesn’t help, instead of clicking the ‘download’ button, just ‘right-click’ the download button, and select ‘save as’, and then save it to your desktop or other place where you can find the file.

It is not recommended to download to your phone due to the file size, and the fact that most phones don’t handle PDF files that well. If you are a sophisticated smart phone user and you have a PDF software on your phone, then I would recommend downloading to your computer first, then transferring to your phones memory card.

iPad

iPads are great, but they are not computers. One of the biggest things they lack is a file/download management system. Luckily, the app market has come to the rescue.

There are plenty of ‘download managers’ or ‘video download’ apps, but one of the highest rated is called: idownloader. I would use that, and it will help make your ipad/iphone act a LOT more like a computer.

To use idownloader

Hold your finger on the video link, and then a window will open up. Select ‘copy’.

Then open the idownloader app, and go into the browser tab (tabs across the bottom), and paste that link. Once you paste it, a window opens up. Select ‘Download’ to download the file.

It will show the filename and you need to select the ‘save to folder’. Select the folder or create a new folder to put it in.

Do that for each video link.

If you are on an iPad, see the below bullet points to download PDF files without any additional apps.

When you click the download link, it will open a new tab that will show you Natalie’s site. What you need to do, is click back to the previous tab and WAIT until it has finished downloading. You will know it is done as the file will start to show up in the browser.

Once the file shows up, it will take a minute or two to completely show up (the pages will be slow to load as you scroll through). Again, it won’t download as a file, it downloads into the browser on the iPad.

Once that is done, tap the page and a little window will show up with a button that says “open in iBooks”. You want to click this, and then wait a second as the file is transferred to iBooks. Then you will be able to view the PDF anytime. More info here from Apple: http://support.apple.com/kb/ht4227

I hope this helps, and let me know if you have any issues with this

Saving / Printing on a Mac

If you are using Preview on a Mac, several people have noted a problem saving or printing the file as it asks for a password. There is no ‘password’ on the document, but Preview seems to think there is. The workaround is to use the free download of Adobe Acrobat PDF, or just move the file to your desktop and use Preview to view it. By downloading the file, you already have it saved, so just move it from your downloads folder to your desktop or other folder.

PDF Viewer

Most people already have this, but you will need a program that reads PDF files. We have had people that did NOT already have a PDF viewer on their computer, and this file will not open in Microsoft Word. If this applies to you, download a FREE viewer from Adobe here: http://get.adobe.com/reader/

VIDEO HELP

If having issues downloading Rev-4 or other videos, these steps should help.

1. Video files are LARGE – often 400 to 600+ MB of content. It will take TIME for the download to complete. It can take anywhere from 1 or 2 minutes, to 15 or 20 depending on your internet connection. So be patient.

A lot of times, the icon will appear the moment you click to download it, but the file has NOT completed downloading.

2. If you are on a Windows computer, pause or turn off any pop-up blockers, or other software firewalls while downloading the file. You can turn them back on immediately after downloading. For whatever reason, these seem to cause lots of issues with big downloads.

FOR IPAD Users – scroll UP a little bit and see the: Downloading .zip file (video files) on iPad section.

See the step by step guides below for more info.

To get the QuickTime Video Player for FREE, CLICK HERE!

If your question is not answered above, contact my support team HERE and know that we will typically respond within 24-48 hours.

0 Shares