Support Page

Welcome to the support page. Here we will try to answer your questions as clearly as possible. However as there are an infinite number of questions and only a limited amount of space in this web site you may need to email our support team with your enquiry (support@timeless-moments.co.uk). Alternatively check our FAQ page as the answer may be there.

Typical Support Questions

• The web site appears too big for the page.
• How do I transfer my films from my camera to DVD?
• I have captured some footage but it has dropped frames and appears jerky.
• The photographs I take on my digital camera are not as good as Id hoped what can I do?
• I received the DVD but it doesn’t play.
• I have a DVD you did for me 18 months ago which has been damaged and I lost the backup, can you help?

• This web site is a high resolution site. This means it should be viewed at a minimum of 1024 x 768 resolution and 1280 x 1024 is recommended. In the past most web sites were designed for viewing at 800 x 600 but with today’s modern computers this really is too limiting a resolution. Try adjusting your display settings to one of the above resolutions. To do this, right click your mouse on the desktop area and select properties. When the properties window opens, select settings. Now try to adjust the screen resolution slider to 1280 x 1024. If this is not available then choose the highest resolution that is. Select OK and then view the web site.
• The first step is to check your camera and computer operating instructions. If this is not clear then the following basic steps should help. 1) You must have USB 2 or preferably 1394 Firewire connections available on your PC. Firewire is about 400 times faster capture rate than USB2 and is really the only suitable connection system for video applications. Connect the Firewire cable from your camera to the Firewire port on the PC. Your software should then recognise the camera and you can capture. For older analogue cameras the situation is a little more tricky. Basically you can connect the video output from the camera into the Firewire card and the audio output to your PC’s sound card I/O port. You need to set the sound card to to line-in or “what you hear is what you get” settings. The software should now see the camera and capture video and audio, but it will not detect new scenes as it will for digital cameras.
• It sounds like you are capturing using USB or USB2. This really is only suitable for still cameras not video. The data transfer rate is just too low. You need a Firewire card (see above). These are relatively inexpensive (£10 upwards) and connect to a free PCI slot in your PC. Full instructions should be supplied with the card.
• Either your camera does not have a high enough resolution, you need at least 3 mega pixel, or you have not selected the ultra or super fine setting. Check your camera specification and settings before buying a new one.
• Do other DVDs play without problems? If so then try the DVD on another player or in a DVD drive on your PC. If it still won’t play then please return it to us for an immediate replacement, but please see the questions regarding guarantees on the FAQ page.
• If you requested us to keep your finished film on DVD then yes, we can supply a replacement for £10 plus postage and packaging. Otherwise if we don’t have a copy of your original DVD we would have to start from scratch, however as a returning customer we can offer you a 10% discount on current prices.