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Get Support For All The Common Issues Here

If you’re having trouble downloading courses, logging in, accessing premium, browsing the site, or if you just want to get in touch, please use the info below. For starters, most issues can be solved by doing one or more of the following:

  1. Clear the browser cache
  2. Disable browser security plugins
  3. Try another browser
  4. Flush the DNS
  5. Restart your internet connection
  6. Restart your device

Try these suggestions FIRST, or find your specific issue below…

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Download Problems & File Questions

Q: I need to download my course again. How do I do this?
A: Simply log in to your Dashboard, select your purchased course, and click “Download Course” on the left-hand menu (Above if you’re on mobile.) Once you’re on this page, you can download your course and get all the instructions.

Q: Chrome says the download is dangerous and blocks it. What should I do to download the file?
A: Please see the directions about this Chrome Blocking Downloads Issue

Q: The download won’t complete or fails. What should I do?
A: If the download won’t complete, most of the time it’s a slow or unstable network causing the issue. First check that your network is stable, not dropping in and out. If you have access to a faster network, give that a try. If you can’t seem to get it to work and need the download sent in smaller pieces, or if you need the files sent over a cloud service please send us a message.

Q: What’s a Zip file and how do I open it?
A: A Zip file is a super common compressed format. We use it because we can’t send 100 individual files to you. So, a Zip file wraps them all up into one compressed archive. Computers come preinstalled with software to “unzip” these files. If for some reason your computer is missing the software, you can download Unarchiver for Mac, or 7Zip for PC. To unzip a Zip file, simply double click the file. Then, the unzipped folder containing the files will appear next to the Zip file.

Q: What’s a PDF and how do I view it?
A: PDF is a document format invented by Adobe. You can view PDFs with the free Adobe Reader, or a ton of free or paid PDF apps.

Q: Why can’t I click the audio in the PDF of the Jazz Visualization Course?
A: The audio is not clickable in the Visualization Course because the tracks are downloadable, not streamed from the internet. To make these links clickable, the link has to “know” where that audio files resides. Well, often, people are reading the PDF on their tablet or phone, or they’ve moved the PDF to a different location than the audio files on their computer. In any case, the link would lose track of where the file is and it wouldn’t work. So, to access the audio, simply find the MP3 tracks on your computer and open them, or add them to your music app.

Q: The PDF files look weird, are damaged, corrupted, or won’t open. What should I do?
A: If the PDF files look weird, chances are the download did not complete before you double clicked the Zip file for extraction. Log in to your Dashboard, redownload the course, and make sure it completes 100% before double clicking it to unzip it. Then, the files should look correct.

Q: The videos and/or the audio clips won’t play in my online course material. What should I do?
A: If the video or audio clips won’t play, it’s a browser or connection problem. The videos are streaming from the internet, so they need a solid connection. If the connection is very very slow or unstable, the clips will have trouble playing. The other possibility is that your browser is way out of date or has a security setting blocking embedded media. Please check these settings for your browser and make sure you’re using the latest version.

Transfer Courses to My Devices

Q: How can I add the files to iTunes?
A: You can import the files to iTunes using this process.

Q: I tried clicking the download link from my phone/tablet and it won’t work. Why?
A: iPhones and iPads sometimes have trouble downloading and viewing Zip files. We highly recommend downloading the Zip files to a computer first, unzipping the files, and then transferring the PDF and MP3s to your other devices. If however you want to download the Zip file straight to your device, it is possible with the Files App on your device using this process. Or by using an app like iZip for iOS, or iZip for Android.

Q: How do I transfer my course to my iPad, iPhone, or another tablet or phone?
A: There are detailed directions when you’re logged in to your Dashboard. Simply go to the download page for your course and select the tab “Transferring to your devices.” You can also see full directions here.

Missing Download Links or Files

Q: There’s no download link for my course, or it wants me to buy it again. What’s going on?
A: If there is no “Download Course” button or it’s asking you to purchase the course again, something went wrong with your purchase and the system doesn’t recognize that you own the course. Please contact us so we can fix this.

Q: I never received a Purchase Receipt. Where is it?
A: Please check your Spam Folder. If it’s not there and you do not see it within a few minutes, you may have entered a wrong email. Please contact us so we can fix your email.

Q: Where are the videos for the course I bought?
A: All online resources for your course, including videos, audio clips, and directions, are accessible from your Dashboard.

Log in & Account Issues

Q: Where do I Log in to access my online course material?
A: Your Dashboard has everything you need.

Q: Why do I have to keep logging in?
A: When you log in, the browser will remember you for 48 hours. If you check Remember Me, then it will remember you for two weeks. However, if you log into a different browser or a different device, then this resets and if you wish to use the previous browser or device, you will have to log in again on them.

Q: I created an account on Jazzadvice before, but now I can’t log in. What’s going on?
A: Logging in to Jazzadvice is for people who have purchased courses or joined Premium. If you signed up to the newsletter, you cannot log in.

Q: I purchased a course or a Premium Membership, but I can’t access my content even when I log in
A: It’s very likely a browser caching issue. Empty the browser cache and/or trying another browser. No, this is not just deleting the history or refreshing the page. You have to find where your specific browser stores the “cached website data” and “empty cache”. Make sure the browser and website data is deleted and then refresh the page, log in again, and you’ll have access. If not, just let us know and we’ll find the error for you.

Q: I purchased a course, but on my Dashboard it is not unlocked. What’s wrong?
A: If the course is not unlocked, a few things might be the problem. First, make sure that you do not have two different Jazzadvice accounts. Do you have one with your Gmail Email and another with your Yahoo Email? It is possible that you accidentally created two accounts. Let us know and we can merge them.

Or, something went wrong in the system. If you’re sure your payment went through, please let us know and we will dig into the exact issue.

Q: I forget my password. How do I reset it?
A: You can reset your password here.

Q: I forget my username. Can you send it to me?
A: Yes. Contact us with your full name and email that you used for your account

Payment Issues

Q: I paid with an eCheck. Why can’t I access my course yet?
A: eCheck takes a few days to clear. Once the eCheck clears, you will have access to your course.

Q: I’m getting an error message when I try to purchase a course that says there’s nothing in my cart. What should I do?
A: Clear your browser cache and cookies. Then try again. If it still doesn’t work, try a different browser.

Q: I was double charged. Can you please fix this?
A: Yes. Please contact us and we will confirm that you were double charged and resolve it.

Q: I see a payment in my history labeled “Pending.” What does this mean?
A: It means the payment did not complete.

Website Issues

Q: The website is slow and not loading. What can I do?
A: Chances are it’s the connection. Please reboot your network, clear the browser cache, flush your DNS, disable any security plugins, and try again. Make sure that the network connection is actually working and try other websites to see what happens..

Q: I found a typo in one of your articles. Should I let you guys know?
A: If you want, you can contact us and let us know.

Q: Something looks weird or is messed up in my browser
A: Please first clear your browser cache and/or try a different browser. If that doesn’t fix it, try flushing your DNS. If you’ve tried those things and it still looks weird, contact us. Include the name and version number of your browser, device name, device make and model, device operating system and any other info you can provide. A screenshot can help us figure it out more quickly..

Contact Us

If you want to get in touch with us for any reason please use the form below, and If you didn’t find the answer to your question on this page, don’t worry. We’ll help you out.

Please provide as much information about the problem as possible. In other words, don’t just say “Doesn’t work.” We want to help you, but we need information.

Include things like:

  • The browser name and version
  • The computer make and model
  • The operating system name and version
  • A detailed description of the problem
  • Any error messages you’re receiving
  • A screenshot of the problem

*Emails with a rude, threatening, or demanding tone will be ignored

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