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This QuickTime Frequently Asked Questions (FAQ) article answers questions about QuickTime in general. For FAQs about QuickTime 4, please see the following Tech Info Library article: Article 60309: " QuickTime 4 FAQ " Questions Answered in this article include:
DISCUSSION 1. Question: How do you obtain support for QuickTime? Answer: You may call 512-873-4300 to get complimentary installation and launch support. If you have recently purchased a Macintosh CPU or a new OS release, then you may also be eligible to receive technical support with a toll free call. Refer to your in-box materials for support options included with your purchase. In addition to telephone technical support, Apple has extensive online support for QuickTime. Online support and other information for QuickTime can be found at these sites: http://www.apple.com/quicktime http://www.info.apple.com/support/quicktime/ 2. Question: What is QuickTime Pro? Answer: QuickTime Pro is the same software package as QuickTime (either downloaded or on CD-ROM). By entering a special "Pro Key" in the QuickTime Settings control panel, you unlock several new features to your existing software. 3. Question: How do I obtain QuickTime Pro software? Answer: The QuickTime software can be downloaded from Apple's QuickTime site at http://www.apple.com/quicktime/ . QuickTime contains all the QuickTime Pro functionality, but the Pro features are locked out until you enter the access key. 4. Question: What options do I have for ordering QuickTime Pro access keys? Answer: You can order through http://www.apple.com/quicktime/upgrade from most countries using a credit card. You can also call 888-295-0648 (a toll-free number) from the US and Canada using a credit card. 5. Question: How can I obtain a QuickTime CD-ROM? Answer: If you live in the US and Canada, you can request a CD-ROM by calling 1-888-295-0648. A shipping and handling fee of $10.00 will be charged. Please note the CD-ROM will not come with an access key. The access key must be purchased on the World Wide Web. CD-ROMs cannot be ordered through the World Wide Web. 6. Question: If I am not completely satisfied with QuickTime Pro how do I get a refund? Answer: You may obtain a refund for your QuickTime Pro access key(s) within 30 days from the date of purchase. Simply point your browser to http://www.apple.com/quicktime/upgrade/refund and download the file named refundqt.pdf. This file contains additional instructions and a form for you to complete and mail back. You may also call 888-295-0648 to request a refund form. Please note that you can receive a refund for your access key(s) only; promotional CD-ROMs are sent for the costs of shipping and handling and are not eligible for a refund. 7. Question: I ordered a QuickTime Pro access key for the wrong operating system. How can I exchange my key? Answer: You should request a refund for your purchase and place a new order. 8. Question: I placed an order through the World Wide Web and did not receive an email confirmation. What should I do? Answer: If a Confirmation of QuickTime Pro Upgrade message was not displayed by your browser at the time of purchase, then your order did not go through successfully. You should place a new order. If a Confirmation of QuickTime Pro Upgrade message was displayed by your browser at the time of purchase and you have not received an email, it is likely we have the wrong email address. If you printed the confirmation message, keep this for your files. It is adequate proof of purchase. If you did not print the confirmation and need to know your access key, call 888-295-0648. 9. Question: I believe I was charged multiple times for a single transaction. What should I do? Answer : Due to address verification problems on your credit card, it may appear that you were charged multiple times. If this happened, we apologize but the authorization should only remain for a day or two. Your card should only be charged once and for the correct amount. 10. Question: My system disconnected while downloading QuickTime. How can I download the software without being charged again? Answer: There is no charge for downloading QuickTime. You are only charged for the access key(s). If your download did not complete successfully, then please return to this site and download the software again: http://www.apple.com/quicktime/ 11. Question: What should I do if my QuickTime Pro access key does not work? Answer: Please verify that you have downloaded QuickTime and are entering the correct access key. Open your QuickTime Settings control panel, choose Registration from the popup menu, and enter your name and key exactly as they appear on your Confirmation of QuickTime Pro Upgrade message. Be sure you do not enter any additional characters, including spaces. Also note that QuickTime Pro access keys are case-sensitive. 12. Question: Will the QuickTime installer remove any older versions of QuickTime? Answer: Mac OS: The QuickTime installer replaces your older versions. Your QuickTime plug-in will also be replaced with the new backward compatible plug-in. If your QuickTime folder is in the root level, your original version of MoviePlayer or QuickTime Player will be updated. Windows: QuickTime 3 will not replace QuickTime for Windows 2.1.2 because older versions of titles and applications may depend on these files. QuickTime for Windows beyond version 3 will replace versions later than 2.1.2. 13. Question: What technical support resources are available for QuickTime (or Pro)? Answer: Apple offers a variety of support options for QuickTime. Details can be found at: http://www.apple.com/support/quicktime/ For QuickTime Pro support, details can be found at: http://support.info.apple.com/support/applecare_products/multimedia/features.shtml 14. Question: I lost my access key for QuickTime Pro. Where can I find my key? Answer: It is very important to retain a hard copy of your Confirmation of QuickTime Pro Upgrade message. If you need your access key, call 1-888-295-0648. 15. Question: My credit card has been charged incorrectly. Who should I call? Answer: If you ordered by phone, call 888-295-0648; they will investigate the charge. If you ordered through the World Wide Web, call your credit card company and have them investigate the charge. |
| Document Information | |
| Product Area: | Apple Software |
| Category: | QuickTime |
| Sub Category: | General Topics |
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