Frequently Asked Questions

How can I view Geek Squad’s Tech Support videos?

You will need a Web browser with 3rd Party Cookies enabled, and either the Flash or QuickTime plugin.

PC

  • Operating System: Windows XP SP2, Windows Vista, or Windows 7
  • Browser: Internet Explorer 8 or Firefox 3 or higher; 3rd Party Cookies must be accepted
  • Player: QuickTime Player 6.5.2 or higher (see note about recent versions and closed captioning), or Flash Player 9.1 or higher
  • Bandwidth: Minimum 128 kb/s; Recommended 512 kb/s
  • Adobe Reader 6.0 or higher
  • Java 1.5 or higher

MAC


  • Operating System: Mac OS X 10.4.11 or higher
  • Browser: Safari 3 or higher, or Firefox 3 or higher; 3rd Party Cookies must be accepted
  • Player: QuickTime Player 7 or higher, or Flash Player 9.1 or higher
  • Bandwidth: Minimum 128 kb/s; Recommended 512 kb/s
  • Adobe Reader 9 or higher
  • Java 1.4 or higher

For best results on the iPad, choose QuickTime as your player preference and turn off closed captioning. To make these your default settings, access the "My Settings" area.


Geek Squad recommends that the customer has internet bandwidth speeds of 512 kilobits per second or greater. The Geek Squad Tech Support Video website performance may slow down if there are other devices in your home accessing the internet at the same time.


You will need to install Flash 9.1 or higher on each individual computer that an assessment will be taken on.


Note: QuickTime versions 7.6.6 - 7.6.9 for Windows may exhibit poor sound quality when closed captioning is enabled. Geek Squad recommends using QuickTime version 7.6.0 on Windows PCs.

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What are Agent 2 Minute Miracle Videos?

Agent 2 Minute Miracles are featured videos from Geek Squad Agents on the most popular topics.There is a dedicated page to conveniently view all Agent 2 Minute Miracle Videos, and you’ll also see them in the results for applicable keyword searches.

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How often are NEW videos added?

Geek Squad is constantly striving to serve you better and we will be continuing to add new videos as frequently as possible. Please check regularly under the "What's New" browse filter, and feel free to provide us with feedback on topics you'd like us to develop videos.

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How can I find the answer to my question or a specific tutorial?

Use Search:

  • On the home page, click the plus [+] button to expand the Search and Browse module if it isn’t already open.
  • Enter keywords or a simple question to search for relevant tutorials.
  • If too many results are returned, you may modify your query terms or filter further with the dropdown menus in the left-hand column.

View a tutorial on using the Search function

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How can I find training on a specific software application?

Use Browse:

  • On the home page, click the plus [+] button to expand the Search and Browse module if it isn’t already open.
  • Type in a software application, or choose your software application from the drop down.
  • Use the filters below if desired. Click the Browse button to see your results.
  • If too many results are returned, you may modify your query terms or filter further with the dropdown menus in the left-hand column.

View a tutorial on using the Browse function

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Troubleshooting guide

Playing tutorials on the iPad
For best results, choose QuickTime as your player preference and turn off closed captioning. To make these your default settings, access the "My Settings" area.

Cookies & Java
Cookies save your browser's settings and allow you to have easy access to the website. The most up to date Java will make sure that you have the smoothest browsing experience as possible. Make sure cookies are enabled and you have the latest version of Java. In your browser preferences, or under the Tools menu in Internet Options (depending on your browser), make sure that both Cookies and Java are enabled (a medium setting should work for Windows XP). In Safari ensure that Cookies are always accepted.

QuickTime
In order to see and hear the tutorials on the Geek Squad website you must have QuickTime 6 or later installed on your computer. QuickTime is free to download at: http://www.apple.com/quicktime/download/


If you are using QuickTime on a PC you should uninstall any old versions of QuickTime and then install version 6.5 of QuickTime and try our tutorials again. (We have noticed significant issues with QuickTime 7.x and we do NOT recommend installing that version at this time.) At times this may not solve the problem you are experiencing. In that case, you should uninstall QuickTime and then reinstall it.


If this does not solve your problem, go to Apple's QuickTime page and play any of the QuickTime movies there. If you are prompted to install some Active X component, do so and try Geek Squad Training again.


If you continue to have difficulty with QuickTime, you can try Apple's QuickTime Troubleshooting page here or chat with a Geek Squad Agent for additional help.


If you are using a Mac and have QuickTime 7.6 there is a known issue that may affect both your QuickTime and Flash playback. Until a new version of QuickTime is released the best solution is to downgrade your version of QuickTime. Information can be found here.


Popup blockers
If you are running some type of pop-up blocking software on your computer this may be the cause of your problems. Make sure that this software is not configured in such a way as to block all pop-ups. There is usually some setting that will allow pop-ups when you initiate them by clicking on a link.

Caching servers
Are you located in a network that employs a caching server? If so, that server should be set to NOT cache the Geek Squad Tech Support Videos.

Slow access or access that fails after your first tutorial
Here are a few things you can try to solve your access problems.


In the Tools -> Internet Options area in Internet Explorer, in the Privacy Tab move the slider bar all the way to the bottom. After you move the slider bar, the description should say something about the computer accepting all Cookies. Click OK and close the browser. Re-open Internet Explore and test.


In the same Tools -> Internet Options area, click on the Security Tab, and click on Internet and Custom Level. Select low in the 'Reset To:' box. Click Apply, OK and close the browser. Re-open Internet Explore and test.


In the Tools -> Internet Options area, click on the Advanced Tab, and put a check in the "Use HTTP1.1 through proxy connections." Close the browser. Re-open Internet Explore and test.

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How can I change my viewing settings?

With the player window closed, click "My Settings" at the top right of the page. Change the desired preferences and click the Save button. Close the preferences window.

View a tutorial on Setting your Preferences

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Can I download the training I have access to?

At this time, Geek Squad does not allow users to download tutorials onto their computer. However, because all training is online, you can access resources from any computer with an internet connection.

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