Frequently Asked Questions
PRODUCT QUESTIONS
Do I need to submit underwater video footage?
What file types can I upload to The Athlete Village for review?
What is the maximum file size that I can submit?
What is the maximum length of video?
I have two short video clips…one above water, and one underwater. Can I upload multiple clips for a single order?
Do I need special software to view my analysis?
What is Silverlight?
What if I decide that my analysis is not good?
How do I find out what coach is reviewing my video?
What will my analysis look like?
I have an older Power PC Mac. Is the analysis compatible with my computer?
TECHNICAL SUPPORT QUESTIONS
I am trying to see my analysis, but it's not there!
I received an email that my analysis is complete. Where can I find it?
How do I use the interactive Dartfish viewer to watch my analysis?
How do I share my analysis with my coach, parent, or friend?
I placed my order over a week ago and have not been notified that my analysis is complete?
Q:
Do I need to submit underwater video footage?
A:
ABSOLUTELY NOT. Although underwater video footage is a good tool for evaluating swimming, a lot can be gained by good quality above water video. If you want to submit under water video footage, but do not have an underwater camera, we have a great and inexpensive solution. You can purchase a Kodak PlayFull Waterproof Video Camera (White)
Here’s an idea, get together with some of your friends or coach and grab one of these cameras to share!
Keep in mind, 85% of our analysis customers do not submit underwater video.
Q:
What file types can I upload to The Athlete Village for review?
A:
The following video file types are compatible with The Athlete Village expert video analysis feature. If you know of a common file type that is not listed below, please send us an email.
AVCHD
AVI
M2TS
MP2
MP4
MPEG2
MPEG4
WMV
Note: If your original file is too large (for example AVI or AVCHD) consider converting it to a WMV file.
Q:
What is the maximum file size that I can submit?
A:
The maximum recommended total file upload for all three videos is 100MB. Most orderers are closer to 15 MB. This greatly depends on the format and compression used. For faster uploads, consider converting your video to a smaller file format such as WMV.
Q:
What is the maximum length of video?
A:
We recommend editing each video down to 30 second segments. You can help your consultant hone in on your targeted areas of improvement and weakness by editing the footage focus in on those areas.
Q:
I have two short video clips…one above water, and one underwater. Can I upload multiple clips for a single order?
A:
Yes. You can upload up to 3 video clips for the same order. They must be the same stroke, and the same athlete. If you would like to upload multiple strokes, you must place a separate order for each stroke.
Q:
Do I need special software to view my analysis?
A:
Your analysis will be available to view right on The Athlete Village website. If you don’t have it already, you will need to install Microsoft Silverlight on your computer at no cost. You can download the free software at http://www.microsoft.com/silverlight/get-started/install/default.aspx. If you do not know if it is installed, you will be asked if it is ok to install when you go to view the video. Follow the simple onscreen instructions, and you are ready to go.
A:
Silverlight is a cross-browser, cross-platform, and cross-device browser plug-in that helps companies design, develop and deliver applications and experiences on the Web. A free download that installs in seconds, Silverlight enables a new class of rich, secure, and scalable cross-platform experiences.
Q:
What if I decide that my analysis is not good?
A:
You will absolutely love your analysis, and you will get better if you listen to the advice and practice…practice…practice. If by chance, you are not satisfied, we will return 100% of your money. Just send us an email at customerservice@theathletevillage.com. Be sure to include your order number. In addition, please provide a brief explanation of what you did not like about the review and how we can do better. Please provide a phone number where we can reach you. A customer service representative will contact you with any additional questions within 24 hours in order assure that we are constantly improving and exceeding our customer’s expectations. MONEY BACK GUARANTEE
Q:
How do I find out what coach reviewing my video?
A:
The Athlete Village coaches are the best of the best. All of our coaches are leading top swimming programs, many of which are at NCAA institutions. To be in strict compliance with NCAA bylaws, The Athlete Village must keep all coaches names anonymous. In addition, the coach will never know the name of the swimmer.
Q:
What will my analysis look like?
A:
Check out this quick video to get an idea. CLICK HERE
Q:
I received an email that my analysis is complete. Where can I find it?
A:
It's easy. Log in to your account, click on profile under your picture. Click on the orders tab. Select the proper order. Click on "Analysis finished! Click here to view". Watch this short VIDEO show how to get the most out of your analysis.
You can also find a link to your analysis on the far right side of the screen in your profile. Click on the link under the words "Technical Analysis".
Q:
How do I use the interactive Dartfish viewer to watch my analysis?
A:
Click Here to see a short video demonstration.
Q:
How do I share my analysis with my coach, parent, or friend?
A:
Here's some instructions for sharing your analysis.
Right below your analysis, you will see an option to share your analysis with a friend. Simply put their email address in, and it is ready to go. A few important things to keep in mind. Your friend must be a member of The Athlete Village. This is required to ensure your privacy. If your friend is not yet a member, invite them to join. It's Free. Once they have joined, come back, enter their email and it is shared.
After you tell us who to share the analysis with, we will provide you with a link that your friends can use to access your analysis. Be sure to share this link with them. Remember, it will only work for people who you have granted access to.
If you need help, feel free to contact us and we will walk you through it.
Q:
I am trying to see my analysis, but it's not there!
A:
The most common cause of this is that you have not properly installed the Silverlight Plugin. This plugin is required to view your analysis. You may have downloaded the Silverlight.exe file and saved it to your computer. If this is the case, you must locate the file and double click on it (or execute the file).
If you are using an Intel Based Mac, you should reboot your computer after silverlight is installed.
If you are using a Power PC Mac, Silverlight is not compatable with your computer. You can not view your analysis from a Power PC Mac.
If you continue to have trouble, please do not hesitate to contact us.
Q:
I have an older Power PC Mac. Is the analysis compatible with my computer?
A:
No. Unfortunately the interactive Dartfish Viewer that is used to bring you an incredible online experience uses a Microsoft plugin called Silverlight. Silverlight is not compatible with older Macintosh computers. If you have an intel based computer, you should have no problem watching your analysis. Be sure to reboot your computer after installing Silverlight.
I placed my order over a week ago and have not been notified that my analysis is complete?
A:
Unfortunately, our notification email may have gotten trapped in your spam filter. You can always check your analysis status by logging into your account.
Once you are logged in, there are two ways to see if you analysis i complete.
Click on profile under your picture. Click on the orders tab. Select the proper order. Click on "Analysis finished! Click here to view". Watch this short VIDEO show how to get the most out of your analysis.
You can also find a link to your analysis on the far right side of the screen in your profile. Click on the link under the words "Technical Analysis".