SUPPORT

 

LOGIN PROBLEMS:

 

Forgotten password? Passwords can be easily reset if you’ve forgotten yours.

Fix: Reset your password on the Login Page (look toward the bottom where it says “Lost your password?”). Click that link and follow the instructions. This will send an email to the email address we have on file for you; within that email, you’ll find your username and a link to reset your password.

Tips: Next time you login, you might consider checking the box that says “Remember me.” This will tell the website to remember you specific browser and IP address, so you won’t have to log in each time you visit the site from a particular device. It’s handy, and probably not a security risk unless you don’t trust the people that have physical access to your computer.

 

Forgotten username? Remember that your email address is not necessarily your username.

Your unique username was emailed to you when you first paid for your subscription. If you didn’t see that confirmation email, please see the next section “Not Seeing Emails…” below.

Fixes:

1. First, you might look through your email inbox. Unless you deleted it, you should see your confirmation email that we sent you when you subscribed.

2. If not, you can simply reset your password on the Login Page (look toward the bottom where it says “Lost your password?”). Click that link and follow the instructions. This will send an email to the email address we have on file for you; within that email, you’ll find your username and a link to reset your password.

 

Still can’t login? Slow down, and keep reading.

 

Temporary Lockouts

Five failed login attempts within a certain time frame will result in being temporarily locked out of the website. Our security system follows the industry standard for login security; if it looks like someone’s trying to guess your login credentials, it locks out your IP address to prevent malicious hacking and “Brute Force” attacks. These lockouts don’t last forever, but for security reasons, we don’t list the duration here. Contact us for details. Remember, you can avoid all of this by simply resetting your password if you can’t remember. Don’t guess.

 

Multiple Lockouts = Permanently Banned

We can’t emphasize it enough: stop guessing. As stated above, five failed login attempts in a given time frame will result in a temporary lockout by our security system. But once the lockout expires – if you keep guessing and failing – you’ll eventually be permanently banned. The security system will recognize that someone is trying very hard to guess your login credentials, and isn’t giving up. This is treated as malicious behavior (rightly so).

If you’ve been permanently banned, the only remedy is for us to add your IP address(es) to our security “white list,” delete your old account, and create a new one. There is a $25 fee for this service. You won’t lose your subscription, but we need to be compensated for the time it takes to un-cluster things.

 


 

EMAIL PROBLEMS:

 

Not seeing emails from us? You should be receiving occasional emails from our info@dtioperator address.

It’s important that our subscribers receive our emails. These emails include confirmation, receipt(s), password resets, and other miscellaneous updates. If you’re not seeing those emails, please read on.

Fixes:

1. First, log into your email account and look in your “Junk Mail” or “Spam” folder(s). Many email hosts automatically filter newsletter-esque emails out of your inbox, so it’s important to check these folders and make sure we’re not ending up in there. If you do see our emails in there, be sure to mark them as “Not Junk/Spam” (depending on your available options).

2. Still not seeing our emails? Alas, on rare occasions, some email hosts will filter out emails and not even make them available to you in your Junk/Spam folders. This is common with:

  • Work-related emails, where your boss and/or IT department have your mail server locked down tight.
  • Older, notoriously-inferior email hosts, including Netscape.com, Comcast.net, and Q.com to name a few.

If either of those is the case, please understand that we do not support/troubleshoot any problems with your email provider. If you’re having trouble, we strongly recommend signing up for a free, reliable, modern email account from Gmail, Outlook, or Yahoo. 

 


DOWNLOADED VIDEO FILES:

To download a personal copy of a video, just click the “Download Video File” button below the file you want. Keep in mind, these files are at least 1-2 Gigabytes; downloading might take some time, depending on your internet connection.

Tips for users with slow internet connections:

  • Try downloading files one at a time. Think of bandwidth as a pipe. The more stuff you try to pump through it, the slower everything moves.
  • You might wait to download these files until you go to bed

WARNING: Downloading these files to your mobile phone or tablet might take up a lot of space, and will eat up a lot of data if you’re not connected to Wi-Fi. Make sure you have plenty of storage space on your device, and double check how much data you have on your data plan.

UNZIPPING ZIP FILES:

Files are downloaded in compressed file folders called “ZIP” files. To extract the files once the download is complete, right click*  the ZIP file and select “Extract all . . .” from the context menu that appears.

*Mac users press Control key while you click the file

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