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Welcome to funeralOne's online support center, where you can find answers to your questions 24 hours a day, seven days a week! Please feel free to browse all of our support options, and if you have a question that isn't answered here, or if you have a comment or suggestion, please feel free to contact us by telephone at: (800) 798-2575 or by email here.
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Q:I just purchased credits, however the software still says I have zero credits available.
A:
The software needs to refresh that screen for the credits to appear. You can do this by clicking on either Create New, Edit Existing, or Duplicate from the main menu, then immediately clicking the "PREV STEP" button from those screens. You can also simply close the program, and re-open it.
Q:Can I change my email or log-in info?
A:
Your log-in information can be changed very easily at any time, however you will have to call our customer service department at 800-798-2575 ext. 4 and one of our tech support specialists will make any changes you require.
Q:Can I add a new user to my account?
A:
Yes, however you'll need to call our customer service department at 800-798-2575 ext. 4 and one of our tech. support specialists will add any users you may require. There is no limit to the number of users you have on any account.
Q:Do I need to have different accounts set up for different locations/computers?
A:
No. Life Tributes credits are associated with an account, rather than an individual computer. You can use the same login information for multiple computers/locations, or you can have us set up new users under your main account. If you prefer to have different accounts for different locations, you may indeed do that. Please keep in mind, however, that individual projects can only be accessed from the computer they were created on.
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Q:How do I add custom music?
A:
  1. Click on the "MY THEMES" tab at the top of the software screen
  2. Select option #3 from the left, "Background Music"
  3. From there, select the "Use custom music (Requires that you have appropriate license)" option
  4. Click on "IMPORT"
  5. Select where you will be importing from, FILE or CD
    *Select FILE if the audio is already on your computer, browse to that location, and click on "Open"
    *Select CD if the audio is on a CD, make sure the CD is in the drive, select the track, name it, and click "SAVE"

Q:I'm adding more than 54 photos and it says I can't do it.
A:
The software will allow unlimited photos, however when using more than 54 photos are used, it requires you to import additional music to accommodate the number of photos. To do this:
  1. Click on the "MY THEMES" tab at the top of the software screen
  2. Select option #3 from the left, "Background Music"
  3. From there, select the "Use custom music (Requires that you have appropriate license)" option
  4. Click on "IMPORT"
  5. Select where you will be importing from, FILE or CD
    *Select FILE if the audio is already on your computer, browse to that location, and click on "Open"
    *Select CD if the audio is on a CD, make sure the CD is in the drive, select the track, name it, and click "SAVE"
  6. To use one of the software's fully licensed audio tracks, select FILE for your import. Our files can be found in the following location:
    C:\Program Files\funeralOne\LifeTributes\Themes\Music
    *You'll notice each of our tracks are listed twice. Any track with an "_6" in its name is a 6 minute song. Any track with an "_9" in its name is a 9 minute song.
    *After pulling in your songs, you'll notice a red line of text that says "The ideal number of photos for this audio length is X-Y photos.". Just make sure your number of photos is equal to or below the maximum limit recommended here. If you have more photos than the maximum we recommend, you'll have to bring in an additional audio track.

Q:Where do the scenic video backgrounds appear in my movie?
A:
The scenic video backgrounds will place themselves automatically into your movie's timeline. The exact placement will depend on the number of photos you have, however each of the 4 clips are spread out evenly throughout your movie. You cannot change the exact location the videos will appear.
Q:How do I get rid of black backgrounds or blurred backgrounds in my movie?
A:
The default option in the software is to have the black/blank backgrounds removed. This creates a blurred image of the photo itself as a background for photos that do not fit a 4:3 ratio. If you prefer changing back to the pure black/blank backgrounds, similar to Easy Tribute Creator, you can do the following:
  1. RIGHT click on the DVD/VIDEO tab near the top of the software screen.
  2. Mouse down to "Advanced Options" and UNCHECK the option "Remove blank backgrounds".

Q:Can I get my DVD to repeat automatically?
A:
Yes. To turn this function on:
  1. RIGHT click on the DVD/VIDEO tab near the top of the software screen.
  2. Mouse down to "Advanced Options" and check the option "Enable auto-repeat on burned DVD's"

Q:How can I add automatic motion effects to all photos in my movie?
A:
You can do this two ways.
  1. RIGHT click on the DVD/VIDEO tab near the top of the software screen.
  2. Mouse down to "Advanced Options" and check the option "Automatically Add Motion to all Photos"
or
  1. RIGHT click on ANY photo in your timeline and select the option to "Add random motion to all images"
    *Please keep in mind that the random motion effects are indeed random. We highly recommend you preview all of these effects prior to generating your movie to make sure they are appropriate for each photo.

Q:Where do I put my funeral home name and can I change that?
A:
The funeral home name can be changed on each video if you would like. To do this:
  1. Click on the "MY THEMES" tab near the top of the software screen
  2. Select option #5 "Credits" on the left hand side of the screen (this will be option #6 if you have selected both a Tribute Video and Personalized Printing options).
  3. Enter your funeral home name in the top box of that screen.

Q:When I try to generate my movie, it says I have to select a theme.
A:
You'll have to select or re-select your desired theme/music option. To do this:
  1. Click on the "MY THEMES" tab near the top of the software's screen.
  2. Select your desired theme and/or music.>
  3. Click on "Next step" near the bottom right of the software's screen OR the DVD/VIDEO tab near the top of the software's screen.
  4. Then click on "Next step" again from the movie's timeline screen.

Q:My project no longer appears in the "Duplicate Existing Tribute Video" menu.
A:
Our software will automatically delete/purge the compiled video if it has not been accessed in 60 days. This is to save hard drive space on your computer. If the project does NOT appear in the Duplicate menu:
  1. Click on "Edit Existing Life Tribute" from the software's opening/home screen
  2. Open the appropriate video/project
  3. Click on the DVD/VIDEO tab near the top of the software's screen
  4. Click on "Next Step" near the lower right of the software's screen.

Q:Do I have to regenerate my movie each time I want to make a duplicate?
A:
No. Simply access that movie/project via the "Duplicate Existing Tribute Video" option from the opening/home screen. By selecting any video/project in that menu, it will automatically open the project up to the screen which allows you to burn your movie and print your materials.
Q:Can I upload my video to the internet?
A:
Yes. It is as easy as clicking on one button. It will cost you 5 credits to upload any tribute video. The video will remain online for 45 days, after which, the client can renew the video for longer if they wish. The videos are uploaded to our servers. It will automatically create a page that features the video and mentions your funeral home name as an avenue to receive copies of the video. You will NOT see funeralOne's name anywhere on this page. To upload your video:
  1. From the same screen that allows you to burn your movie and print your labels/covers/inserts....click on the "UPLOAD" button (below the "BURN" button).
  2. The upload process will take approx. 15-20 minutes. After it is done, you will receive an email from us letting you know the web address to view the video
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Q:The text on my DVD Insert is too small/large.
A:
The DVD insert can be formatted any way you like. From the screen that allows you to burn a DVD and print your insert, label, cover, do the following:
  1. Click on "ADVANCED (EDIT LABELS)" button located under the print buttons.
  2. Click on DVD INSERT
  3. Double-click on the text you would like to change which will bring up a "Modify Text Label" editor
  4. Select the "Font" tab from this editor and change the font type, size, and/or color.
  5. Make sure you click on Apply, both from the "Modify Text Label" editor, and the DVD Labels Editor.

Q:What kind of DVD labels do I need?
A:
funeralOne supplies all peripheral items for the software, including the correct DVD labels. You can visit our online store at: http://store.funeralone.com If you prefer to purchase your DVD labels from an alternate source, the ONLY label that will function with our software is the Avery #8931 label.
Q:Do I have to pay for printing to get my DVD labels/box covers?
A:
No. All materials associated with the DVD are included in the 20 credit purchase. This includes unlimited copies of the movie, DVD label, DVD Box, and DVD Insert. The option for "Personalized Printing" will cost 20 credits and will allow you to create unlimited quantities of Memorial Folders and Cards, Prayer Cards, Bookmarks, Thank You Cards, and Remembrance Cards for that family.
Q:What kind of blank DVD's should I use?
A:
funeralOne supplies all peripheral items for the software, including the correct blank DVD's. You can visit our online store at: http://store.funeralone.com. If you prefer to purchase your blank DVD's from an alternate source we highly recommend the following:
  1. Make sure you are using a DVD-R and NOT a DVD+R disc. This is critical. DVD+R discs are NOT universal and are infamous for general inconsistencies and failures.
  2. We highly recommend using either Verbatim or Sony branded discs. Other brands may be used, however brands other than Verbatim and Sony are of a lower quality and tend to create more failures/errors during the burning/playback process.

Q:Can I add a photo/text to the DVD Label and Box?
A:
Yes. The DVD labels, boxes, and inserts are highly customizable. To do this:
  1. Click on "ADVANCED (EDIT LABELS)" button located under the print buttons.
  2. Click on the item you want to customize (Disk Label, DVD Case, or DVD Insert).
  3. To add new text, simply RIGHT click on any open area of the document, mouse down to "insert" and select "Text Label".
    *Type in the text you would like. Feel free to format the text in that area also by using the different tabs.
    *Then click on "Apply". Your newly created text will appear at the top left of the document, feel free to drag that any place you like in the document.
  4. To add a new photo, simply RIGHT click on any open area of the document, mouse down to "insert" and select "Picture".
    *Browse to the photo file on your computer and click "Open".
    *Feel free to drag the newly imported photo to any location you would like on the document.

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