COOKING TRAINING LIBRARY
Frequently Asked Questions

How will the charge appear on my credit card statement?
A charge from EMG Productions, Inc. will appear on your statement.

Can I login to the Cooking Training Library from any computer with my username and password, or am I limited to a single computer?
Yes, you can login from any internet-connected computer. However, you can only be logged in to the HTL on one computer at a time. Abuse of user login and password is tracked automatically by our system and may result in cancellation of membership.

What’s the best way to keep up to date on your new video titles?
As a subscriber to the HTL, you are automatically signed up to receive updates via email unless you opt-out during signup.

Can I download your online video title lessons?
The training titles can only be watched online as progressive streaming video - they cannot be downloaded to a computer.

What types of credit cards do you accept?
For convenience of all subscribers, national and international, the HTL accepts payment through PayPal®. Therefore, most major credit cards and other forms of electronic payment are accepted.

Can I pay by check?
U.S. subscribers may also pay by check. Only Annual plan may be ordered using a check. Your account will not activate until your check has cleared, and you will be contacted to select a user name and password for your account. An email account is required, so include the correct email address with your check. Checks should be mailed to: Cooking Training Library, RR 4 Box 1775; Marble Hill, MO 63764.

If I sign up for your Online Training Library, are my credit card transactions secure?
When you sign up for the Cooking Training Library, you can always feel confident that your credit card information is secure. PayPal utilizes the very latest technology, Secure Sockets Layer (SSL), to encrypt (or electronically scramble) all credit card numbers. Additionally, to protect against hackers or other unauthorized personnel, we have firewalls and other security measures protecting our server. Any credit card information or personal information you transfer to us is kept in a secure database server at all times.

Do you offer educational discounts for students or educators?
Not at this time.

How do I reactivate my account if it expires?
Log in using your username and password. Click the "SUBSCRIBE or RENEW" button and enter your payment through PayPal.

I click on a tutorial page, from the Gallery, the page loads, but the movie does not play.
Be sure you have a JavaScript enabled browser and a Flash Player installed. Take a look at our system requirements page for more detailed information.

How do I contact your Customer Service or Technical Support Departments?
Please click here to email Customer Services, and click here to email Technical Support. Please be aware that it may take up to 48 hours for a reply, and that we are not equipped to address issues regarding problems with individual computers or users – only site specific issues can be addressed.

I think someone may be using my password, how do I change it?
After login, change your password on the PROFILE page.

I left my computer for a while and when I came back and clicked a link some strange error occured. What happened?
You must return to the login page and re-enter your username and password if your "session" expires.

I received an email from you that states "multiple users may be accessing my account". What does this mean?
The CTL website monitors your logins and usage. If it appears that the system is possibly being abused, you will be alerted of such activity. You should consider changing your password using the My Account link to stop further activity. If continued abuses are logged you may be in violation of our Terms and Conditions, and your account may be reviewed for possible cancellation.

I click on the tutorial page, but no video plays in the movie window.
Make sure you have the latest version of Flash Player installed. It's free to download from the Adobe website. Click here to download Flash Player for either Mac or PC.

I would like to cancel my monthly or quarterly subscription. How would I go about doing this?
Login to your PayPal account and cancel your subscription to the Cooking Training Library prior to the beginning of a new billing cycle. Annual subscriptions cannot be cancelled or refunded.

I have to login after I play one movie.
There is a bug with Internet Explorer running on the Mac OSX. The browser loses its cookies when a user toggles between Internet Explorer and Microsoft Entourage. If the problem is happening to you, please use the Safari or Firefox browser. This problem happens to all web sites that use cookies.

I have a 56k connection or the movies are very slow to load.
Our video titles are best viewed through a broadband connection, such as DSL or cable modem access. We do not recommend using our Cooking Training Library with a 56k connection. A slow connection speed can also cause difficulties in downloading the premium plan files. If you are connecting to the internet using a slower connection you can still view our movies, they will just take longer to download. Tip: If you wait until the entire movie downloads, which is visible when the play bar at the bottom of the movie turns dark, you can watch it without hiccups or interruptions.

Why does my streaming movie keep pausing?
Because we use progressive streaming and variable bit rate movies, sometimes Flash Player gets confused, and starts playing a movie before it has cached enough content to play through without stopping. If you pause the movie, and wait for more (or all) of it to download before you resume playing, it will play without pausing continually. You can tell how much of the movie clip has downloaded by looking at the controller bar.

I am having problems accessing the movies and I am running NORTON PERSONAL FIREWALL.
If you are running NORTON PERSONAL FIREWALL / PRIVACY CONTROL activated please do the following:

1 - Double-click on the SSL-Secured icon(padlock) located in the lower right hand corner of the On-Line Training Movie Library screen. By so doing the CERTIFICATE INFORMATION screen will appear. Double-Click on the INSTALL CERTIFICATE icon, after the CERTIFICATE IMPORT WIZARD appears install the certificate by selecting the "Automatically select--" button and continue through the Install Wizard by clicking next etc.,

2 - After installing the certificate open the NORTON PERSONAL FIREWALL and deactivate the "PRIVACY CONTROL" such that the status reads "Off".

3 - Restart your computer, and try to access the On-Line Training Movie Library. This should allow you full access.

I'm still having problems, what do I do?
Before subscribing to the CTL, please test run our free sample titles to ensure that your system is operating properly. Make certain that you have an updated browser and that your system meets all the requirements outlined for use of our website. Click here to view system requirements.

I recieved this error message: "Your browser cookies are not enabled. We require that cookies are acceptable in order to login. Please enable your browser cookies and then close and restart your browser to login". What does this mean?
To enable cookies in Firefox, go to the Tools menu and select Options. Under the Privacy tab, click to expand the Cookies heading and reveal the full menu. Check the box "Allow sites to set cookies." Click OK.

In Safari, go to the Safari menu and select Preferences. Under the Security tab, set the Accept Cookies preference to Always. Close the Preferences window.
In Internet Explorer (IE), go to the Tools menu and select Internet Options. Under the Privacy tab, make sure the slider is set to Medium (the default setting for IE). Click OK.