Frequently Asked Qustions
Courseware
Q: I can't see anything when I click on the sample course.
A: You may not have the required plug-ins installed. In order to view the courses, you must have the Adobe Flash AND the Adobe Shockwave plug-ins installed. Use the System Test link to test your configuration, and then install the required plug-ins.
Q: I am using Firefox on the Mac and I can't seem to get the Flash and Shockwave plug-ins to install properly, why?
A: This is a known bug from Apple and Adobe and we are working with both companies toward the fix. In the meantime, download the plug-in and manually install it. Do this by saving the archive to your desktop instead of running it from Adobe's plug-in page. Then double click on the icon and follow the instruction in the installation screens.
Q: In the lesson, during the coloring step, it says to apply a red highlight color, but the 3D head shows yellow in that area.
A: The 3D head uses a standard color palette to indicate Light, Medium, and Dark colored areas, and is not meant to show the actual color used.
Q: I am using Firefox under Windows and when I step back through the course the audio doesn't play anymore why?
A: This is a known bug in Firefox when using Shockwave and we are working with Mozilla to fix the problem. First, give the system a minute or so to try and catch up, if the audio still doesn't play, then exit the course and restart it, going forward to the step that you desire.
Q: When I try to click on the "next" arrow for the next step, it does not go. I only hear a beep sound.
A: The course software waits for the current video to load before it will navigate to the next step. Wait for the white triangle to appear in the video timeline before moving to the next step. If the arrow is visible, but the video is still loading, you can try clicking the pause button in the video timeline before using the "next" arrow.
Q: I am using Firefox on a Mac. The 3D head area seems to be out of place and higher on the page than it should be. What is wrong?
A: This is a known bug when using Firefox on the Mac. We at hairconcepts.com are working with Mozilla and Adobe to try to fix the problem, but it is beyond our control at this time. In the meantime, you can still use the course, it will just look a bit funny. Also, the 3D navigation ball will not respond in the normal manner because it is expecting mouse clicks below where it displays on the screen.
Q: How do I use the 3D head?
A: The 3D head will automatically rotate to the most useful view for the current course step. You may also manually position the 3D head my dragging the head with the mouse, or clicking one of the words on the "3D Navigation" ball in the lower right of the 3D window.
Q: I paused the video, but the sound keeps going.
A: The audio is controlled by the Audio controller in the lower left of the interface. The video track has no sound, so pausing the video will not stop the sound.
Q: How do I rewind the video to a part I missed?
A: To navigate to any part of the video, drag the small white triangle in the timeline left or right. You may only move it to a part of the video that has already loaded, indicated by the darker bar in the timeline.
Q: I want to jump ahead in the lesson, but I don't want to click the "next" button that many times because it takes too long.
A: To jump to any step in the course, use the "Click to jump to Step" button below the step arrows. Then select the step in the list that you would like to jump to.
Q: I am trying to watch a webinar and when I get to the later chapters it takes a long time to load, why?
A: The later chapters of the webinars are typically much larger than the beginning and ending chapters. As these are so much larger it may take additional time to load. Depending on the time of day and how heavy Internet traffic is in general or in your local area can also affect the performance of streaming video.
Subscriptions/Payments
Q: I signed up for a monthly subscription. Do I have to renew it every month?
A: No. All subscriptions, whatever the term, are renewed automatically until the subscriber cancels the subscription.
Q: I don't have a Paypal account. Can I still sign up?
A: Yes, the Paypal process is very simple. All you need is a valid credit/debit card.
Q: How do I cancel my subscription?
A: Log-in to your account where you will be directed to your member's page. In the upper right hand corner of the page you will see "My Account". Click here and follow the directions for cancellation - we will certainly be sorry to see you go so please indicate the reason your are canceling your subscription.
Q: I want to sign up my whole salon but I can't seem to sign-up for multi-users from the subscription / specials page. How do I sign up for multiple users?
A: Every salon is different, so please email us at customercare@hairconcepts.com, indicate the number of stylists you would like to sign up under a single subscription and one of our customer care representatives will contact you with details.