General Questions
| Why don't I get download access as well? |
| The All Access Pass is an online streaming subscription to the worlds best Cisco training content. While download access isn't included with the AAP, AAP members do enjoy a discounted download price for most products. |
| Why don't I get the workbooks with an AAP? |
| The All Access Pass is designed for those candidates looking for a single solution to their video training needs. While workbooks aren't included with the AAP they are an upgrade option to your account for a deeply discounted price. |
| What's included in the All Access Pass? |
| Simply put, every video that we have recorded to date. This means you are getting access to our entire library of over 10,000 hours of videos, walkthroughs, and lab strategies across multiple Cisco tracks and levels. For a full detailed list of products please contact your training advisor. |
| Do all videos really come in the All Access Pass? |
| Yes! |
| What's the difference between the Ultimate Bundle and the AAP? |
| The Ultimate Bundle is a collection of the top products for a specific track. It contains videos, workbooks and tokens. This is a one time purchase and is not a subscription product. The All Access Pass provides a way for those candidates who aren't ready or don't have the time to make full financial commitment. This offers the ability to have access to all the videos and discounted downloads and workbooks at a monthly charge rather than a one time fee. |
| Can I watch/ download the videos from anywhere? |
| Yes! We use a global streaming solutions provider to provide you with the optimal bandwidth to your location. Our downloads are hosted on Amazon's distributed S3 servers and our streaming videos are brought to you from BitGravity. |
Technical Questions
| How fast does my internet connection have to be to watch your streaming videos? |
| For your convenience, we provide streams at three different bandwidths. Our "Low" stream is set at a maximum of 350 Kbps, our "High" a maximum of 2 Mbps, and our "HD" is a maximum of 2.5 Mbps. These are maximum bit rates. Typically, the actual bit rate for a, "High" video, for example, does not exceed 750 Kbps. |
| Can I save my place and start off in the same spot or do I have to watch the whole video again? |
| You are able to save your current spot using our bookmark feature for any streaming video. For older material that has not yet been converted to this new format and is hosted on our Adobe classroom server, you can manually skip to where you last left off. |
| Can I watch your videos from multiple computers? |
| Yes! You can watch videos from multiple computers or devices. Also, video downloads do not contain DRM, so you are free to put those on all devices you own. |
| When will the Adobe Classroom videos be available in the newer format to view on iPhone/iPad device? |
| We are in the process of converting all of the Adobe Classroom videos to the new format. Expect this process to be completed by the end of Jan. 2012 with new videos being released weekly. |
| I hear audio but I can see the material, why? |
| Occasionally, on the Adobe Classroom server a video will play the audio only. This typically happens when the screen has been resized prior to the start of the video playing. To correct this, simply relaunch the video and wait until it starts playing. Then pause the video and resize to your desired resolution. Now you should be able to click play and view the video without any problems. |
| My videos are skipping (pausing, not working, etc) what do I do? |
| For streaming videos in our new format, adjust the quality to a lower stream. For the Adobe Classroom server, relaunch the video window and then seek to your previous position. Occasionally after a long period of time, your connection with the server might get off and interrupted. Relaunching and seeking should fix this. |
| Can I download all the videos at once or do I have to download one at a time? |
| Currently videos must be downloaded one at a time. We are looking for ways to improve this experience. Having one zip file of 50GB isn't a feasible solution for most customers. |
| Can I put bookmarks in downloadable videos? |
| Using Quicktime Player, type command-S (Save), before you close the MOV. The next time you open it, you will be in the same spot. |
| Can the videos which I haven't purchased be hidden or greyed out on my profile? |
| We are aware that the current Members site might seem overwhelming, especially for customers with the AAP. There's so much content it's hard to present beautifully. However, we are hard at work to design a much improved user experience for the members site. |
| Can I see the date of the last time a video was updated? |
| This issue is being addressed and will be resolved in a future update to the All Access Pass and Downloads section on our site. |
Billing Questions
| How do I cancel my subscription / why am I being charged per month? |
| The All Access Pass is a monthly or annual membership. For monthly members, this means that we will automatically bill your card each month to ensure your video service isn't interrupted. If you no longer want unlimited access to the worlds best training, you can cancel at anytime. Simply email billing@ine.com with a cancellation request. |
| What's the difference between the monthly and the annual pass? |
| The yearly All Access Pass is exactly like the monthly, but you essentially get two months free. |
| If I purchase the All Access Pass do I get to keep the materials that I've previously purchased? |
| Yes! |
| If I purchase a download while I have the All Access pass do I get to keep it after my pass has expired? |
| Yes! |
| Why can I not purchase individual streaming videos? |
| We are looking into possible alternatives so that users can purchase streaming access to new videos without having access to all videos. |
| Can I see expiration date of my yearly AAP in my member account? |
| In your INE members account there is a tab for previous purchases. Your AAP will expire 365 days after the date you purchased it and 730 days if you signed up for a 2 year AAP. |
| Can I see my monthly billing date of my monthly AAP in my member account? |
| If you look at your tab for previous purchases within the members account, you will see the date which you purchased your AAP. This date will be the same date that you will be billed each month. If that date occurs on a weekend, you will be charged the following Monday. |
| Do you have any terms or conditions? |
| Yes! You can find them here. |
