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Customers often have questions about their digital files after their order has been completed. This section is dedicated to answering some of those FAQ's.


How do I access my thumb drive files?

Using your thumb drive is as simple as plug and play!. From there you can enjoy your converted memories!

Why does my tape play fine in my player, but my DVD looks noticeably worse?

We are sorry to hear that!. While this issue is very rare, we do see it from time to time, primarily on VHS tapes that were recorded in a VCR. As a general rule, the best player for a tape is the player it was originally recorded in. Whether it's a V

My USB thumb drive keeps asking to be formatted every time I plug it in. What should I do?

We can help with that!. First, do not format your USB thumb drive. This will erase the contents of the drive. Second, check your computer's operating system to make sure your computer is compatible with our USB thumb drives. Our USB thumb drives are

Why is Google Drive showing download quota is exceeded?

Great question! The error you're seeing related to having exceeded the number of maximum downloads or playbacks is coming from Google Drive and is typically caused by the settings on your internet browser. There are a few ways to solve this issue:.

Why is my film reel split into multiple files?

Excellent question! Sometimes, due to the age of the reel, it is necessary to stop the recording and repair any damage from bad film, or old splices before proceeding.This normally happens when a splice in the reel comes undone during the transfer. S

Why are my audio reels split into multiple files?

This is a really great question, and there are a couple reasons as to why. 1. Better compatibility with Cloud platforms.2. Better compatibility with USB storage.3. Better compatibility with CDs, at maximum quality.The first reason is that some Cloud

How do I troubleshoot my USB thumb drive?

A USB Thumb Drive is a great way to get your digitized, future-proof, and ready-to-relive memories back. There are a couple things you can do to make sure your USB thumb drive works for years to come:. If you'd like to see an instructional video of h

Why are my tapes split into multiple files?

This is a really great question, and there are a couple reasons as to why. 1. Better compatibility with Cloud platforms.2. Better compatibility with USB storage.3. Better compatibility with DVDs, at maximum quality.The first reason is that some Cloud

Why won't my photo disc play on my DVD player?

That's a great question!. DVD stands for digital video disc. Since photos are not a video format, they are not converted to a DVD. Instead, photos are converted to a photo CD, designed for use on a computer, not a DVD player. This disc will not be pl

Why can't I change the names of my files in Google Drive?

To perform any kinds of edits or changes to your digital files, they must first be downloaded to your computer. To download your files from Google Drive, follow these steps:. Once downloaded, we also highly recommend backing up your digital files. Th

Why is there blue screen on my files/DVDs?

Great question!. When we convert your items, we make sure to convert them from the very beginning to the very end. This means that if there is blank space on the originals, that will show up on the converted copies as well. These blank spaces show up

Why is there extra blank footage on my digital files?

Excellent question!. It is very important to us that we capture every last second of your memories, so we record every tape from start to finish, from the very first second to the very last. Some people record footage for the entire tape, and some fo

Why does my film jump around?

Great question!. This is primarily caused by small warping in the film. Over time, humidity changes can warp the film, giving it a small curve. That curve makes it difficult to track properly through our machines, resulting in some of the jumpiness t

My digital files look jumpy or choppy when I play them back in Quicktime. What should I do?

Great question!. Don't panic! Your tapes and files are just fine. Quicktime has a lot of bugs that can result in choppy or jumpy video playback. While the video formats we use are very standard, some Mac computers may have issues with video playback.

What are the weird lines at the bottom of my tape?

That’s a great question! They are called Overscan Lines and they're related to Title Safe. Back in the heyday of analog media, not all of the information recorded on a tape ended up being viewable on your TV. Title Safe is one of three areas of older

How do I unsubscribe from texts and/or emails?

We're sorry to see you go! But we understand wanting to receive fewer notifications. Unsubscribe from Text Messages. If you'd like to stop receiving texts messages, just reply to the last text message you received from us with the word STOP. This wil

Contact Customer Support

We're here to help!Do you have a question but can't find the answer in our Help Center? Not a problem! For quick answers, simply contact our Customer Support Team here. You can also chat with an agent online seven days a week. If you prefer to speak

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