Click on question for the answer
General Membership FAQs
I cannot see the videos. Why not?
Operating Systems Supported
No worries which operating system you are using – LuLa videos are friendly with almost every OS on every planet we are aware of, including Mac OS, Windows, and Linux.
LuLa videos will work on any browser that supports Adobe Flash and/or HTML5 (in the form of MP4 video with and h.264). The requirement for viewing Flash content is Flash Player 9 or greater, and a browser that supports Flash. To check which version of Flash you are running, head to their download page. To ensure the best play-back, we typically recommend remaining up to date with your Flash version whenever possible.
For media other than video, No PDF reader is required, as we convert documents to a Flash format as well.
We also work with all of the major browsers and versions of Internet Explorer (as far back as IE7), Firefox, Safari, and Chrome.
Be sure to ‘allow’ videos from Lumous Landscape if you use a browser plug-in that prevents automatic video playback.
You need to be logged in as a Member and you must allow cookies from luminous-landscape.com in order for your login to be recognised on our videos page. Cookies are allowed/disallowed in your browser preferences.
What Mobile devices does LuLa video support?
Mobile OS Support
At this point, there are basically two main methods to view video on the mobile web:
HTML5. Newer Android phones (4.1 and up) and iOS devices, such as iPhones and iPads, support HTML5.
Older Android devices have a native playback mode and support for flash. Our embed codes are designed to seamlessly flip between HTML5 and Flash, based on the type of device and OS detected.
We have found the most consistent support on all iOS devices, and Android devices running version 2.2 or later.
Blackberry at this point supports neither HTML5 or Flash. As a result, there is not a consistently available way to deliver video via the web to Blackberry devices.
What Internet speed do I need?
Internet Connection Speed
The minimum viable connection speed to stream LuLa videos reliably is about 768 kilobits per second (equal to .768 megabits per second). We recommend a connection speed of at least 5 megabits per second for an optimal experience with HD capability.
Should your connection not support these speeds, we suggest that you use the Download button located in the ‘Share’ control at bottom right of each video player window (rectangle with curly arrow). You may download the video file and play from a media player on your device.
Why can't I see my purchase on the LuLa app?
We changed the way we deliver videos in November 2015. Your purchased and free videos are now viewable within the Video store itself.
Please delete all Platform Purple apps and files.
Check out the new video service announcement here
What happened to my old purchases?
All purchases from the Purple Store & many from the Legacy Store have been imported into our new video service. Use your original registered email for login and the ‘lost/forgotten password’ feature if you did not receive a new password from us.
Some purchases of discontinued videos from the Legacy store older than four years will not have been imported. If you need to view an older video that you purchased, just drop us an email with details and we will try and sort it out for you.
How do I set up or edit my account?
To set up a new account, go to the Free Account link at the top of the Home Page.
To edit an existing account, go to the LogIn link at the top of the Videos page. Once logged in, use the Account / Account Details link found top right.
N.B. Customers whose accounts were imported from the Purple or Legacy stores will need to enter their name under Account / Account Details before being able to make purchases.
Discover card not supported?
Apologies, at this time our payment processor, Stripe, does not support Discover cards due to the fact that we are based in Canada.
I cannot see how to add my Name!
Go to Account / Account Details in your account settings top right
How do I view the videos?
Simply go to that video in the new store and play from within your browser. If you are logged in, and you have a Membership or have purchased that video, the videos will be available to you. If you see a padlock icon next to the videos, you are not correctly logged in. The highest quality video will be streamed when viewing in full screen mode; if the video stutters or becomes unsynchronized, please reduce the size of the viewer window.
The video service is a Progressive Download system where videos are best viewed in your browser. The video server automatically detects your viewing environment (HTML5 or Flash) and serves one of five sizes depending on the size of your viewing window and your available network speed.
In each video player window, there is also a Download button (within the Share button) intended for those who need a video file for off-network viewing. See FAQ ‘Can I download the videos?’
How do I log in?
Look for the Login link at the extreme top right of the page within the black navigation bar above the Luminous Landscape banner. Be sure to login with the email used to originally purchase the videos. Use the forgotten password feature if you do not have a password. If your email has changed and you can no longer receive messages, you will need to contact Customer Service.
Do I need special software?
No. The video server will send your browser either Flash or HTML5 encoded video depending on the device you are using. On a desktop or laptop machine, it’s worthwhile having the latest Flash software installed.
Can I download the videos?
There is a ‘Download’ selection located in the ‘Share’ control at bottom right of each video player window (rectangle with curly arrow).
Highest quality video is achieved by viewing in your browser on a large screen – network speed permitting.
Downloaded files my be viewed on your laptop or desktop machine using any appropriate video media player such as VLC Player or QuickTime Player.
Files downloaded to an iPad or similar will require the appropriate app to store and view the files. Our recommendation is GoodReader.
What's included in a Membership subscription?
All past and future Luminous Landscape videos.
When will my Membership subscription expire?
On the anniversary of your purchase. On the date of expiry, an option to renew will appear in your account settings
Where is my receipt/email?
Our emails are sent from customerserviceATluminous-landscapeDOTcom. Check your Spam folder and if you wish to receive communication from us, please add the customer service email address to your Contacts.
The audio works and the video just stops. What's going on?
There are some user-available controls to optimize video playback:
– By right/control/alt clicking on the player window, the viewer can switch the player from Flash to HTML5. One may run better than the other on your machine.
– Try reducing the size of the window you are viewing in. A large display or Retina system will call for the highest resolution download which the network may be unable to support.
– With progressive download, it is easy to see if the download speed keeps up with the stream of video. Watch to make sure that the pale coloured bar advances ahead of the white play head in the timeline (the cursor needs to be over the video area to display this). If the network fails to provide the necessary download, the playback continues without video and then can get a bit messed up as it tries to resynchronize.
– When viewing on a large or high resolution display, let the download bar get well ahead of the play head by pausing playback.