Better Wood Heat: Digital Download (Scubbly) support thread

Hi everyone! This thread is to assist the many folks that purchased the new Better Wood Heat: DIY Rocket Mass Heater DVD set in digital download form.

For those of you that have already placed your order, you haven't gotten it just yet because Paul is still getting the videos up on Scubbly. However, the DVDs should be up on Scubbly by this afternoon.

What this means is that if you've already purchased them, you should be getting your download token very soon, so keep an eye on your inbox for it.

Also, please remember that these download tokens don't last forever - when you get yours, download the files ASAP, before they expire.

If you have any questions or issues, please post them in this thread so we can all learn from each other

Update: If you can't find your download links, Scubbly support has come out with a handy way to get them resent to you, but please make sure you're checking your spam box before commenting here that you never received your links.

Here's how to resend your links:

Go to this page:

http://www.scubbly.com/help/token_retrieval.php

Enter your email address in the box, and press Send.
If any download tokens have been issued to that email address, then an email message will be sent containing the download links.
If no tokens are assigned to the address, then a message will tell you so.

Also:
All download tokens for all kickstarter rewards have been extended to the end of December. Anyone concerned about the tokens expiring after the usual 30 days should not fret!

I suspect that we won't need this thread because scubbly will handle all tech support.

In theory But I've gotten a few emails already with some questions, if nothing else this will give folks an idea of how it works if they've never used it before.

Hi everyone!
Please bear in mind that these are very large files, and they're being given to a huge list of people all at once.
If you experience any VERY SLOW downloading or problems with the files being incomplete, try the following:
1) wait until tomorrow, or after the weekend. Seriously, the download service is already maxing out capacity right now. I know you all want to watch these things ASAP, but if we just spread out all these downloads over a couple of days, it will make a huge difference.
2) use a resumable download tool, as suggested on the download page. It really does make a difference.
3) if #1 and #2 don't help, contact support@scubbly.com to mention that your download didn't work; this will open a service ticket so your problem won't be lost in anyone's email inbox (like, ahem, mine)

Cheers
Ian Ring
Administrator
Scubbly.com

Thank you Ian! Great points

Destiny Hagest wrote:What this means is that if you've already purchased them, you should be getting your download token very soon, so keep an eye on your inbox for it.
If you have any questions or issues, please post them in this thread so we can all learn from each other

Hi,

I haven't received anything for downloading, but I was supposed to get a digital download.
Could you please help me with that?

Thanks,

Gregor

Grzegorz Janoszka wrote:

Hi,

I haven't received anything for downloading, but I was supposed to get a digital download.
Could you please help me with that?

Thanks,

Gregor

Hi Gregor - I pulled you up in our backer spreadsheets and files, and it looks like you were supposed to get the digital download for the Cob DVD. Did you check your spam folder? You were on our list of emails, so you should have gotten the download token.

If not, I'll reach out to our tech support guy at Scubbly and get you sorted out.

Hi, I backed your KickStarter Campaign at the $40. level and have yet to receive my token for the digital download in my email inbox, (where I get the campaign updates), or in my spam folder either. Would you please look into this? Also, I see on the website where you're now selling this product to non-kickstarter folks. Will those of us who invested in this project spring 2015 have an opportunity to get our product before competing with the others for download time? Thank you!

Nancy Peirce wrote:Hi, I backed your KickStarter Campaign at the $40. level and have yet to receive my token for the digital download in my email inbox, (where I get the campaign updates), or in my spam folder either. Would you please look into this? Also, I see on the website where you're now selling this product to non-kickstarter folks. Will those of us who invested in this project spring 2015 have an opportunity to get our product before competing with the others for download time? Thank you!

I just double checked Nancy, and according to our records, you were sent the Scubbly tokens for your downloads.

I'm going to get our Scubbly guy in on this conversation and see what might have happened - keep an eye out in your inbox, I'll be CC'ing you in that email.

As far as download times go, at this time it should be smooth sailing to get your videos downloaded - it was backed up at first, but I'm sure things have slowed down at this point. But we did give our Kickstarter backers a discount on the downloads/DVD sets compared to the purchase price now, because without you guys, there wouldn't have been a DVD set!

I've notified our Scubbly pal Ian that we're having some of these issues and sent him the link to this thread - thank you for checking in with us Reaper Nx. We'll get everyone sorted out really soon, and I'll update here when I hear back from Ian.

Sit tight everyone, we'll figure out what the holdup is!

I have not received the digital download tokens either

Destiny Hagest wrote:
Hi Gregor - I pulled you up in our backer spreadsheets and files, and it looks like you were supposed to get the digital download for the Cob DVD. Did you check your spam folder? You were on our list of emails, so you should have gotten the download token.
If not, I'll reach out to our tech support guy at Scubbly and get you sorted out.

What is the Cob DVD? It is not really clear, but I was convinced I was going to get DVD 1 - one of the four produced. The descriptions are a little bit confusing.
For sure I haven't received any token in last weeks.

Could you please clarify it for me? And what would be the price for me to download the other DVD's? And yes, of course I checked the spam folder.

Thanks.

Grzegorz Janoszka wrote:

Destiny Hagest wrote:
Hi Gregor - I pulled you up in our backer spreadsheets and files, and it looks like you were supposed to get the digital download for the Cob DVD. Did you check your spam folder? You were on our list of emails, so you should have gotten the download token.
If not, I'll reach out to our tech support guy at Scubbly and get you sorted out.

What is the Cob DVD? It is not really clear, but I was convinced I was going to get DVD 1 - one of the four produced. The descriptions are a little bit confusing.
For sure I haven't received any token in last weeks.

Could you please clarify it for me? And what would be the price for me to download the other DVD's? And yes, of course I checked the spam folder.

Thanks.

I'm sorry, DVD 1 is actually the Cob DVD - bear with us as we get everything sorted out, these videos just came out of the editing oven a few days ago, so we're still getting the content arranged for them.

That's an excellent question about the pricing for the other 3 videos though - let me check with Paul and Jocelyn and see if they've come up with a pricing model for that scenario yet.

On the note of getting everyone's download tokens working, I'd imagine the Scubbly man is likely not working today, but I'll give him another shout and see what the deal is with your download tokens.

Amber Morrell wrote:I have not received the digital download tokens either

Pardon my stupidity. Figured it out. Thanks!

I'm another one that hasn't received the digital download tokens yet, checked my spamfolder, too. It didn't work the first time with the first 4 DVDs for me too. Paul had to have me send them another time and it worked, but seems to be another problem this time, as there are more people that don't receive them...

I also have not received any information on the digital downloads.

Posting for a friend who claims to also have not yet received an e-mail about the digital downloads.  To whom should I give that information (name, e-mail address, receipt number, etc.)?  Thank you.

The great thing about working with scubbly is that they take care of all of the technical support.  Ian (from scubbly) posted near the top of this thread.  His email address is support@scubbly.com

Of course, if you didn't get the email from scubbly with the special link connecting you to all of your stuff, you also didn't get the information on how to contact scubbly.  

At this time, keep in mind that ian has your email address and what you get.   So when you contact ian, be sure to contact him from the email address we have on file for you.  Otherwise, it looks a bit like somebody trying to get products that they have not paid for.

If you contact me or destiny, we will then simply contact Ian.  

It does help to have a look in your spam box.  

I'm not sure if this is the proper place to ask my question. First of all...what I have seen so far is awesome!!! Thanks so much for making these DVDs.

I purchased the digital downloads. I watched DVD 4 (Innovators) with no problems. Then, I went watch DVD 1 (Cob) and at min. 57:35 there is an error, or something and the video ends. Is this an error on my end through the digital download, or something else? Did anyone else have these issues?

I opened and skipped forward on DVDs 2 and 3, and they seem to work okay through the end of the video. Thus, it is just DVD 1 that I am having trouble with.

David Martin wrote:I also have not received any information on the digital downloads.

Well, after reading Pauls last post and it stating "Of course, if you didn't get the email from scubbly" I have located my download links ... I was looking for emails talking about Paul Wheaton or Kickstarter ... this email doesn't mention either.

Mine came in about an hour before Pauls "Project Update #31" message via Kickstarter and contains the Subject Line of "Better Wood Heat Digital Download"

Casey Williams wrote:
I purchased the digital downloads. I watched DVD 4 (Innovators) with no problems. Then, I went watch DVD 1 (Cob) and at min. 57:35 there is an error, or something and the video ends. Is this an error on my end through the digital download, or something else? Did anyone else have these issues?

Try to download DVD1 again.

David Martin wrote:

David Martin wrote:I also have not received any information on the digital downloads.

Well, after reading Pauls last post and it stating "Of course, if you didn't get the email from scubbly" I have located my download links ... I was looking for emails talking about Paul Wheaton or Kickstarter ... this email doesn't mention either.

Mine came in about an hour before Pauls "Project Update #31" message via Kickstarter and contains the Subject Line of "Better Wood Heat Digital Download"

I had the same issue with just not seeing it.
The sender is listed as "notifications" or "notification@scrubbly.com"

Now I just have to wait for my painfully slow internet to download the video's... time to visit a friend with high speed internet maybe?

Super excited to see these videos!
Thanks Paul and Video Making Minions!!!

paul wheaton wrote:

Casey Williams wrote:
I purchased the digital downloads. I watched DVD 4 (Innovators) with no problems. Then, I went watch DVD 1 (Cob) and at min. 57:35 there is an error, or something and the video ends. Is this an error on my end through the digital download, or something else? Did anyone else have these issues?

Try to download DVD1 again.

Got it. That worked! What an easy and obvious fix...

Thanks, Paul.

Hi, I got the email from kickstarter saying that things were delivered.  I haven't received a scubbly email with a token.  I've checked spam and all the other folders, but it's not there.

What a relief! I suppose that's worth mentioning - if you haven't found an email yet from Scubbly and you were supposed to get one, make sure you're searching for 'Scubbly' - as another user stated, the email doesn't mention Permies or Paul, so it might just go unnoticed.

If you still didn't find your email, this was a massive order that went out all at once, and our Scubbly pal Ian said there were some server issues - Paul's right, the best way to get it resolved is likely just to contact him directly, and save the middle man (us). You can reach Ian with Scubbly support at support@scubbly.com.

Also, in response to Casey's issue with the download seeming to have an error, Ian also had this to say:

Ian Ring, Scubbly Support wrote:Btw, I anticipate that some people who downloaded the videos on Friday afternoon will have experienced interruptions, and might have incomplete or corrupted files.

This was a truly massive unloading of files, Ian said the servers have been running at 20 times the average load all weekend (wooo, that means us!), but that things are running much more smoothly now, and downloads should be pretty easy peasy from here on out.

Okay, he didn't say easy peasy, but you get the idea.

So in summary:

If you can't find your download token email:

search your emails for 'Scubbly'

check your spam folder

Still nothing? Email Ian with Scubbly support at support@scubbly.com, let him know what's going on, and be sure to include the email address those tokens were supposed to go to.

If you couldn't complete the download because the server was bogged down: You should be good to go now, try it again.

If your video files have any weird glitches: Delete the old download and try it again. There were several server crashes during this flurry of activity on Scubbly, and that's likely what happened there. A fresh download will solve that problem.

EDITED by Staff to update email address  {Polk}

Hi Everyone!
Following up on what has been written so far, here are some general "FAQ" type solutions

1) Didn't get the email
Some email messages aren't reaching their recipients. Don't fret! If you feel that you should have received the rewards but didn't get an email about it, send me a quick note to SUPPORT@SCUBBLY.COM
I will look up your download token and send it to you personally.

2) Videos look scrambled, have no sound, or won't play
These are common symptoms of an incomplete file. Check the file size of the videos, and compare it to the size mentioned on the download page. If the numbers aren't the same, then you've got an incomplete file, and that won't play right.
Solution: chuck the copy you have, and download it again. Check the size when it's done, to make sure it's all there.
As I reported to Destiny earlier, there were some capacity problems at Scubbly on Friday afternoon, and early evening. If you downloaded your videos at that time, there is a chance you might have videos that were truncated, interrupted, or incomplete! Check the file size.
All Scubbly services have been purring happily since Friday night, with no problems or interruptions.

3) Download is really slow, ends too soon, or is problematic
Use a resumable download tool, such as "DownThemAll" for firefox. It really does make a difference, especially since these are very large files. Resumable downloads are more reliable, and faster too!

It won't be possible for me to watch this forum thread for all support-related problems in perpetuity. Please, if you have any concerns, send an email to SUPPORT@SCUBBLY.COM, as this will automatically open a support ticket that gets tracked and should get a timely response.

Cheers
Ian Ring
Administrator
Scubbly.com

Hi everyone, it's me again.

I'm caught up with all the support requests sent to support@scubbly.com. Several people reported not getting the email, and I've replied to each of those with your tokens. There have been no other reports of other kinds of problems, which is great news! The download service has been humming along working flawlessly, pumping out many terabytes of video to y'all out there.

Remember to check the file size of your downloads, to ensure that the files aren't truncated or incomplete. And if you have any problems with them, use the support email mentioned above: support@scubbly.com

Cheers!
Ian Ring
Administrator
Scubbly.com

Link has been received and the downloading is in progress.  Admittedly, however, I'm a bit perturbed by the little bit of hoop-jumping I had to do.  Still, I suppose a decent effort with something of this magnitude.

Thanks to all for the assistance.

I am sorry, but I seem to have missed all the information on What to get and How to get it and When to get it....
Can someome please help me out?

Ylva Arvidsson wrote:I am sorry, but I seem to have missed all the information on What to get and How to get it and When to get it....
Can someome please help me out?

An email with all of the details was sent to you a week ago from scubbly.  Did you get the email?

Hey guys, for the life of me I cant find any token or link to download my reward.  Trappae19@gmail.
I have received the kickstarter updates 31 and 32, but I only see links to these threads.
40 dollar donor.

Thanks for your time,

Alex Trapp wrote:Hey guys, for the life of me I cant find any token or link to download my reward.  Trappae19@gmail.
I have received the kickstarter updates 31 and 32, but I only see links to these threads.
40 dollar donor.

Thanks for your time,

I sent an email to Ian at Scubbly directing him to your post.

Hi,

I haven't received anything for downloading are maybe deleted the email are missed them all, but I was supposed to get a digital download 4old and 4new videos ($60).
Could you please help me with that?

Thanks,

I did not get the email from Scubbly...
And... how to I reply directly under my replay from you guys?
Thanks in advance for the help!