Disclaimer

VIDEO DOWNLOADS TECHNICAL HELP PAGE


Welcome to our Video Downloads Technical Help Page! Here you will find easy-to-follow guidance and technical expertise, providing you direct assistance in troubleshooting your digital video experience. For a comprehensive list of Frequently Asked Questions regarding our service, visit our FAQ page by clicking here.


Thank you for giving us the opportunity to assist you!


-Customer Support



Please select from the following categories:







General PC Troubleshooting

When troubleshooting your PC, there are a couple of areas to check. Please make sure you have a supported Operating system and the correct version of internet browser.


Operating System

In order to use our site, you must be running Microsoft Windows XP or Windows Vista. Depending on which version you are running, the steps to check differ:


Windows XP


  • Locate the 'My Computer' icon.
  • Right click and choose 'Properties'.
  • On the first tab named 'General' you will see your operating system information.



    • Windows Vista


    Right click the Computer option on the Start Menu and click Properties.




    Internet Browsers

    Our site supports both Microsoft Internet Explorer (6 and higher) and Mozilla Firefox 2.x.


    Internet Explorer

    From the menu bar, choose 'Help' then 'About Internet Explorer'.




    Firefox

    From the menu bar, choose 'Help', then 'About Mozilla Firefox'.



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    Firewall & Anti-Virus Issues


    Our software uses a private and secure channel through the internet to transmit and receive information regarding your purchases. Security software can include a firewall module which manages the permissions for accessing the internet. If the firewall identifies the components of HP Digital Services as programs that need blocked, playing videos or retrieving licenses will be affected.


    If your HP Digital Media Player indicates ‘No Connection’ or you have made a purchase and your computer is unable to retrieve your downloads, your firewall may need to be configured. This situation is more likely to occur if you installed our software prior to installing new security software.


    You can configure your firewall to allow the components of HP Digital Services to access the internet as you will be able to browse and select the programs to give permissions to. Permission for the following programs will need to be allowed:


  • HP Digital Media Player: C:\Program Files\HP\HP Digital Media Player PTA \HP DigitalMediaPlayer.exe
  • OpenCASE Media Agent: C:\Program Files\OpenCASE\OpenCASE Media Agent\MediaAgent.exe

    • Windows Firewall Settings

    The following messages will appear in:


  • Windows XP every time you open HP Digital Media Player if it is not listed in the exceptions tab of the firewall settings.
  • Windows Vista every time you open HP Digital Media Player until the program has been enabled in the Exceptions tab of the Windows Firewall Settings.



    • Below are a series of steps you can take to allow our software to communicate with our servers. If you are using a firewall suite that is not listed please consult the vendor, or visit their FAQ or help section and perform a search on keywords like: 'Exclusions', 'Restrictions', 'Allowed Programs', 'Unblocking Programs'.


    Windows Vista
    • Go to Start, Control Panel, Security, Windows Firewall (on the left menu).
    • Select ‘Allow a program through Windows Firewall’ in left hand menu.


    • On the Exceptions tab, there is a list of programs that you can enable firewall exceptions for. Find ‘HP Digital Media Player’ and verify it is selected. If it is not, click on the selection box then click ‘OK’.


    • If ‘HP Digital Media Player (store name)’ is not on the list, click the ‘Add program’ button, click ‘Browse’.
    • Search through your folders to find the HP Digital Media Player. Unless you changed the location during installation, it can be found at: C:\Program Files\HP\HP Digital Media Player PTA.
    • Select the HP Digital Media Player and click on ‘Open’. You will be taken back to the Add a Program dialog box where HP Digital Media player should now be in the list.


    • Select the HP Digital Media Player and click on ‘OK’. You will automatically return to Exceptions tab of the Windows Firewall Settings box.
    • Verify HP Digital Media Player is selected then click ‘OK’.
    • You can now close and reopen HP Digital Media Player.

    Windows XP
    • Go to Start, Control Panel, Security Center, click on ‘Windows Firewall’.


    • On the Exceptions tab, there is a list of programs that the user can enable firewall exceptions to. Verify ‘HP Digital Media Player PTA’ is selected and click ‘OK’.


    • If ‘HP Digital Media Player (store name)’ is not on the list, click the ‘Add program’ button, click ‘Browse’.
    • Search through your folders to find the HP Digital Media Player. Unless you changed the location during installation, it can be found here: C:\Program Files\HP\HP Digital Media Player PTA
    • Select the HP Digital Media Player and click on ‘Open’. You will be taken back to the Add a Program dialog box where HP Digital Media player should now be in the list.


    • Select the HP Digital Media Player and click on ‘OK’. You will automatically return to Exceptions tab of the Windows Firewall Settings box.
    • Verify HP Digital Media Player is selected then click ‘OK’.
    • You can now close and reopen HP Digital Media Player.

    Other Security Software

    For detailed instructions you should refer to your security software’s help system and/or company website. Below are some links that may be helpful.


    McAfee Support   Note: Try searching for ‘firewall internet access’ or ‘unable to access the internet’.



    Zone Alarm Support  Note: Try searching for ‘add program as trusted site’ or ‘grant server access’.

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    HP Digital Media Player Installation & Un-Installation

    You should start the installation after purchasing your video(s). There will be a link provided to do this on the "Thank you for your order" page. If you choose to install it on subsequent computers, you can click on the "Install HP Digital Media Player" link in the footer of the PTA Video Store. Please note:


    • Connection to the internet must be retained throughout the installation/registration process.
    • You will need to register the service under your account so you will need your login and password.
    • If you lose connection during the installation or have problems with your installation, the recommendation is to uninstall all components and begin installation again. See further below for instructions on uninstalling.

    Installation of the HP Digital Media Player


    • Click on the link displayed on "Thank You for Your Order" page or the link in the footer of the storefront.
    • The installation process is simple as you are taken through a wizard. If you are using the Mozilla Firefox browser, you will need to close it before continuing. Click on "Continue" when you see the following screen:



    • Your computer will be checked to make sure it has the minimum system hardware requirements needed to run the player.
    • You will then be asked to register your computer. You will need your login, password, and a name to provide for your computer.



    • The wizard will then check your computer to see if it has the minimum software requirements needed to run the HP Digital Media Player.
    • A list of necessary software and where they will be installed is shown next. It is important that the default locations are used should you need any assistance from customer support.



    • Click "Continue". The following will occur:
      • a. Software listed is installed.
      b. Account is registered.
      c. When the device is registering, you will see the following:



    • You may be prompted to reboot your computer, depending on the software that was installed. Please reboot and the installation process will resume when your computer is back up.
    • ADOBE FLASH PLAYER - After installation completes, you might be prompted to install Adobe Flash Player if it is not already on your computer.
      • a. Click on the 'here' in the presented window and proceed to install the application from the Adobe website.
      b. Close the HP Digital Media Player and then relaunch it from the icon on your desktop.




    • The HP Digital Media Player will open up, as seen below and video downloads will typically begin downloading within 3 - 15 minutes. Please note that you should maintain internet connectivity until your videos are completely downloaded.



    • The HP Digital Media Player will show the progress at the top of the screen under the 'Download Manager' section, as seen below. Please note:
    • You can close the player while it is in the progress of downloading. When you open it again, current progress is shown. Again, do not turn off your computer or shutdown your internet connection until the download(s) complete.
    • If you do disconnect from the internet before your video(s) are downloaded, they will continue when internet connectivity is available.



      • Progressive Play - Once the download reaches a certain percentage of completion, percentage will vary depending on video length, you can begin watching the video while it continues downloading. A pop-up in the right hand corner will slide up and back down out of sight.




    Uninstallation of the HP Digital Media Player


    You may choose to uninstall the player if you encountered an error during installation, including disconnection to the internet. The basic instructions for uninstalling include removing the three components of the DLM service. Your browser will need to be closed to perform uninstall.


      Windows XP

    • Close your browser.
    • Go to Start, Control Panel, then Add or Remove Programs.



    • Click on the following program names, one at a time, so that it is expanded like seen above and then click on the "Remove" button.
      • a. HP Client Installation Utility
      b. HP Digital Media Player (PTA Store)
      c. **OpenCASE Media Agent

      **If there are clients other than HP that are using this Media Agent service, the user will not be able to uninstall it. They are prompted with a message telling them so. It is possible to force an uninstall after support issues have been escalation through HP. Otherwise, the user can proceed with a reinstall without uninstalling the Media Agent.


    Windows Vista

    • Close your browser.
    • Go to Start, Control Panel, then Programs.



    • Click on Programs and Features.



    • Click on the following program names, one at a time, so that it is highlights, like seen above, and then click on the "Uninstall" button.
      • a. HP Client Installation Utility
      b. HP Digital Media Player (PTA Store)
      c. **OpenCASE Media Agent

      **If there are clients other than HP that are using this Media Agent service, the user will not be able to uninstall it. They are prompted with a message telling them so. It is possible to force an uninstall after support issues have been escalation through HP. Otherwise, the user can proceed with a reinstall without uninstalling the Media Agent.




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