Welcome to Support & FAQs

Please review the following items before contacting support as they may address any problems or questions you may have.

User Licenses

All ETI Product licenses are for one participant only.

Availability

All products are delivered online and as a result, will not be available indefinitly, so please plan accordingly.

Video Playback

1. All videos have been successfully tested us using a variety of browsers on both PC and Mac.
2. The video and audio information contained in this website can be large. We highly recommend a broadband connection (anything other than a modem) and a computer that is 3 years old or newer.
3. These files very likely will not work if you are on a 56k modem connection and even using DSL many files can take a significant amount of time to load /play.
4. On some pages, especially when the videos are large or there are a number of videos, you may need to wait some time for the videos to download so you can play them. You will be know when the controls are active below the image.

Downloading Videos

1. You need a player that can play MP4 files.  If you computer cannot, go to Apple and download the Free Apple Quicktime player.
2. Be patient. Some files can take up a long time to download.
3. We have tested these files on Windows Vista, Windows XP, and Mac OS X. We’ve also tested it in Firefox, Internet Explorer, and Safari.
4. Be sure that you are RIGHT clicking on the link and saving the file by selecting “Save As” or “Download Linked File”.
5. Make sure you are downloading these as .MP4 and not as .html files.
6. If you cannot get a file to download, try to download the same file using a different browser, a different computer or using a different network. If on a PC, try Internet Explorer or Firefox. If on a Mac, try Safari.
7. Try playing the files and then right clicking on them as they are playing. Then select “save as…”

PDF Files

1. Documents may be provided as PDF files. If so, all you need to do to get these is to click on the picture or link and it will open up in your browser. You can also:
   • Click using your RIGHT mouse button and you will see a menu open up. Depending on your browser, Choose “Save Target As…” or “Save Link As…” and download the file to your desktop.
   • Once you have downloaded the file, go to your desktop or the location you saved it to and double click the file to open it.
2. In order read these documents you’ll need need the free Acrobat Reader program to read the report. If you don’t have a copy of the Acrobat program, you can get a free copy of it by going to Adobe’s website…

iOS Apps

Some of our products are available through the iTunes store.  We have had some customers experience problems with the sound not working. Sound is quite tricky as it can be controlled in several ways. Here is a discussion on the Apple website as system sounds can be muted and controlled two different ways. The screen lock rotation can be controlled in the same manner as well.

1. Settings>General>Use Side Switch to: Mute System sounds. If this option is selected, the switch on the side of the iPad above the volume rocker will mute system sounds.
2. If you choose Lock Screen Rotation, then the switch locks the screen. If the screen is locked, you will see a lock icon in the upper right corner next to the battery indicator gauge.
3. If you have the side switch set to lock screen rotation then the system sound control is in the task bar. Double tap the home button and in the task bar at the bottom, swipe all the way to the right. The speaker icon is all the way to the left. Tap on it and system sounds will return.
4. If you have the side switch set to mute system sounds, then the screen lock rotation can be accessed via the task bar in the same manner as described above.