Software Updates for DVFilm Maker and Atlantis

FAQ on problems with downloading software

1. The update form asks for my serial number and email
address, but then says "customer info not found." Why?

It is because one of the following things do not match our database: 1)
the serial number, 2) the email address you used when you bought the
software, or 3) the product (Maker or Atlantis). All this information must
be correct. If you don't know your serial number you can request it here.

2. I successfully requested a download link but never got the email. Why not?

Mail is sent automatically from our server when you request a download
link. Because the email is generated by a computer as opposed to a person,
and it contains a hyperlink to an executable file, it can sometimes be
flagged as spam and blocked by some firewalls or spam blockers. In order
to receive the email , you may have to (temporarily) turn off your spam
blocking.

3. I got the email but when I click on the link, the file does not
download.

Some corporate or personal firewalls may block the download of an
executable file. If this is the case, you will get an error message. You
may have to temporarily turn off your firewall to download it, or request
your system administrator to do it.

4. Explorer or Netscape gives me a security warning and will not download
the file.

Change your security settings (temporarily) and restart the browser for
the change to take effect. Try the downlaod again.

5. What is the .dmg format?

Mac users only: the software is downloaded in the .dmg (disk image) format. This is opened
with the Disk Image Utility by double-clicking on the .dmg file.

6. I waited a day or more to use the link and now my browser says "file
not found"

The download link expires automatically in a few hours from the time you
request it. If the link gives you a "file not found" error then request
another link at dvfilm.com/update

7. It says "file not found" but I used the link right away.

Other potential problems are 1) the server is temporarily down
or 2) because you could not click on the link or cut and paste it into your
browser, the link was hand-typed but not spelled exactly the same.

8. I've been through all of this and still cannot make it work!

About 1% of our customers cannot make the online update system work
because of security restrictions. Those customers must order their
update for $35 on CDROM, click here.