Frequently Asked Questions
Palette Membership
1. What are the min reqs for the Palette Membership?
2. How will I pay for my Palette Membership?
3. Am I limited to how many times I can watch a video(s)?
4. Am I limited to which videos I can watch?
5. Do I get any other benefits as a Palette member?
6. Will my limited time price ever be raised to regular price?
7. How do I cancel my Palette Membership?
Troubleshooting Video Playback
8. My video does not play.
9. My video does not play smoothly.
Snippets
10. What is a Snippet?
11. After I download the Snippet, is it mine to keep?
12. How do I purchase and download snippets?
13. I am having trouble downloading my snippet(s), what do I do?
14. How long does it take to download a snippet?
15. How do I get to my Snippets to download later?
16. Where are my Snippets located on my computer once I download them?
17. Why does the "My Downloads" section show that I have 3 downloads?
18. What are the min reqs for downloading snippets on a PC or MAC?
19. What Video Players do I need?
20. How do I pay for my order?
21. Are my on-line credit card transactions secure?
22. Is my personal information given to or sold to anyone?
23. How do I use my coupon or get my discount?
24. Are Quicktime and Flash FREE?
Live Classes
25. What is a Live Class?
26. How do I purchase and connect to "Live Classes"?
Question 1. What are the min reqs for the Palette Membership?
  The minium requirements required to watch online snippets are as follows:
  • Windows 2000 or better
  • Adobe Flash Player (For your FREE download of the lastest Adobe Flash Player, click HERE)
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Question 2. How will I pay for my Palette Membership?
  You MUST use a PayPal account. If you do not have one, go to paypal.com to create one. Your subscription fee will be automatically billed until you email us to cancel.
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Question 3. Am I limited to how many times I can watch a video(s)?
  Absolutely NOT. You cannot download the videos, but you can watch them over and over, 24/7.
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Question 4. Am I limited to which videos I can watch?
  Absolutely NOT, You have total access to all 200+ video lessons and to all the new upcoming lessons as well.
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Question 5. Do I get any other benefits as a Palette member?
  You receive special upcoming videos, ex. How WC Canvas is made, In the Studio with… series, special discounts on DVDs and Live Classes
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Question 6. Will my limited time price ever be raised to regular price?
  Never, as long as you continue your subscription uninterrupted.
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Question 7. How do I cancel my Palette Membership?
  You may cancel your Palette subscription at anytime by simply emailing your request to cancel to thestaff@artacademylive.com
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Question 8. My video does not play.
  Videos are very demanding on any computer. Most times you simply need to X out of the video and click on the View Video button again (sort of like restarting your computer).

To view any videos, it's best to have the latest version of Flash player on your computer. You can download it free at www.adobe.com.
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Question 9. My video does not play smoothly.
  You may have a slower Internet connection or a video card in your computer that is not at least 64 meg. If so, once you start to play the video, click on the Pause (=) button and let the video buffer by watching the darker grey line progress at the bottom of the video. Once the darker grey line has gone all the way across, click the play button to start the video.

To view any videos, it's best to have the latest version of Flash player on your computer. You can download it free at www.adobe.com.
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Question 10. What is a Snippet?
  A Snippet is a 10-15 minute video art lesson on a particular facet of painting. Ex. Rocks, Trees, Clouds, Waterfalls, Autumn Trees, Perspective, etc.
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Question 11. After I download the Snippet, is it mine to keep?
  Your download will reside on your computer as an MPEG 4 file and will be kept until you delete it. You can compile a "Library" of art lessons.
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Question 12. How do I purchase and download snippets?
  To PURCHASE
  1. Click on "SNIPPET DETAILS"
  2. Click on "ADD TO CART"
  3. Click on "CHECKOUT"
  4. Enter Credit Card Information **Be sure to enter name EXACTLY like it reads on the credit card*
  5. Click on "Confirm", then click on "Confirm Order"
To DOWNLOAD NOW
  1. Click on the TITLE of your snippet to DOWNLOAD IMMEDIATELY
  2. Click on "SAVE", then click on "DESKTOP" on the left side of the window and click the "SAVE" button on the bottom right
**NOTE: TO DOWNLOAD YOUR SNIPPET LATER, click on "CONTINUE" To DOWNLOAD LATER
  1. Log in to Art Academy Live using your Username & Password
  2. On the MY ACCOUNT tab at the top of the page, Click on "MY DOWNLOADS"
  3. Click on the "DOWNLOAD" button on the right of your snippet
  4. Click on "SAVE", click on "DESKTOP" on the left side of the window and click the "Save" button on bottom right of window
NOTES:
You need at least QuickTime 7.0 or VLC media player to play these snippets. QuickTime is FREE and can be downloaded at www.quicktime.com. VLC is FREE and can be downloaded at www.videolan.org/vlc. In the 1st list box titled "Download VLC", choose which computer you have, Windows or Mac, choose US and click download.

With each snippet you purchase you are given 2 extra downloads in case you accidentally delete the file. Downloading times vary but take 3-8 minutes depending on the speed of your Internet connection. If you have any issues with your download, verify that your popup blocker is not stopping you from downloading and make sure your anti-virus software (especially Norton Internet Security) is not blocking the download (you can temporarily disable Internet Security, download, and then re-enable)
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Question 13. I am having trouble downloading my snippet(s), what do I do?
  If you are having trouble downloading your snippets please temporarily disable any pop up blockers, anti-virus software, or internet security (such as Norton Internet Security) and then try to download again. Remember to save the snippet to your desktop for easy retrieval. Your last step is to remember to re-enable your anti-virus software.
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Question 14. How long does it take to download a snippet?
  Average download time is between 3-10 minutes. Due to the different sizes of the snippets, internet speeds, and network traffic the download could take longer. Please be patient and enjoy your snippet!
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Question 15. How do I get to my Snippets to download later?
  You can simply go to www.artacademylive.com, login to your member account, click on the "My Account" tab, then click "Downloads", click on the Title of your choice
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Question 16. Where are my Snippets located on my computer once I download them?
  Most downloads go to the "My Documents" folder on your computer. During the download process, we strongly recommend that you choose "Desktop" to store your MPEG4 files
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Question 17. Why does the "My Downloads" section show that I have 3 downloads?
  We grant you 3 downloads so that you have the option to download a copy to a different computer, such as one in your studio or office.
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Question 18. What are the min reqs for downloading snippets on a PC or MAC?
  Microsoft Windows
PC Processor TypeIntel Pentium II or AMD Athlon
PC Processor Speed2.5 GHz
PC System Memory512 Mb Ram
PC Video64 MB
Apple Macintosh
Mac Processor TypePowerPC G4, G5, Intel
Mac Processor Speed1.5 GHz
Mac System Memory512 Mb Ram
PC Video64 MB
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Question 19. What Video Players do I need?
  It is best to have the latest versions of Quicktime(www.quicktime.com) & Flash(www.adobe.com). They are both FREE.
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Question 20. How do I pay for my order?
  Visa, MasterCard, Amex, and Discover are accepted through our Shopping Cart checkout system!

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Question 21. Are my on-line credit card transactions secure?
  TOTALLY! We use *SSL certificates to create secure purchasing transactions. *SSL or Secure Socket Layer Certificates, also known as digital certificates, provide a complete security solution between sender and recipient. High-level encryption protects the transmission of data before it passes through the internet space.

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Question 22. Is my personal information given to or sold to anyone?
  NO! NEVER! ALL information is kept within Art Academy Live and only used to update the users with new specials or events.
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Question 23. How do I use my coupon or get my discount?
  After adding your video(s) choice to your Shopping Cart, go to the ‘Checkout’ function. There you will be able to enter you coupon code for any coupons or discounts.
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Question 24. Are Quicktime and Flash FREE?
  YES. Quicktime is an Apple product and Flash is an Adobe product. Quicktime(www.quicktime.com) & Flash(www.adobe.com) to get downloads of the latest versions, FREE.
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Question 25. What is a Live Class?
 

A ‘Live Broadcast’ is approximately an hour and a half of instruction by a well known artist/instructor that you can view on your computer screen LIVE ! (also known as Real Time) You choose the instructor, you choose the class day and time. Once you decide, since there are a limited number of seats available, reserve your place by adding the Live Broadcast to your Shopping Cart or Member Account. We will then email your confirmation and log in code. At the appropriate time and day, go to www.artacademylive.com, click on ‘Join Live Broadcast’, enter your log in code and you are immediately connected to the Live Class. The artist/instructor will know when you log in. However, you are free to ask questions or make comments at anytime by typing them on your keyboard! What you enter is seen by your artist/instructor and will be responded to on a first come – first serve basis.

Live Broadcast Classes may be purchased individually or by Art Academy Live Memberships. Prices will vary depending on topics and artist/instructor and will range from $25.00 to $40.00 per 1&1/2 hour class.

Critique sessions are always very popular and will be very limited seating.

Continue to check our Live Broadcast schedule page because new classes and artists are added almost daily!

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Question 26. How do I purchase and connect to "Live Classes"?
  **ONLY BROADBAND Internet connections will work for Live Classes**

PURCHASING A "LIVE CLASS"
  1. Select Live Class of your choice, Click on "Class Details", Click on "Add to Cart", then click on "Checkout"
  2. Enter Credit Card information, EXACTLY as it appears on your credit card, then click "Confirm Order" and then click "Continue"
BEFORE THE CLASS
  1. Shortly after purchasing, you will receive an email with a Link to click on for a "Player Pre-Flight Test"
  2. Click on "Player Pre-Flight Test"
  3. You should see the Art Academy Live logo slowly blinking and you are all set to enter your class when scheduled
ENTER THE CLASS
  1. 10 minutes before your scheduled class, LOG IN to Art Academy Live, go to "MY ACCOUNT" and click on "MY CLASSES"
  2. Click on the "ENTER CLASS" button on the right side of your class and you will see and hear your art instructor on your computer screen LIVE!
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