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YELLOW BRICK ROAD MUSIC

FAQ

Most problems with digital files come down to the device or program they’re opened in, and they usually take only a minute or two to fix. Find your topic below for the steps I’d try first.

Orders & Your Account

Do I need an account to shop?
No. You can check out as a guest or create an account at checkout. With an account, all of your purchases are saved in My Account, so you can download them again anytime. As a guest, you can re-download using the link in your order confirmation email.

I forgot my password.
Go to My Account and click “Lost your password?” A reset link will be sent to your email. If you don’t see it within a few minutes, check your spam or promotions folder.

What payment methods do you accept?
You can pay with a credit or debit card, or with PayPal.

Where can I find my receipt?
Log in and go to My Account > Orders. Your order confirmation email also works as a receipt, which comes in handy if you’re submitting your purchase for reimbursement.

Can my school pay with a purchase order?
I don’t accept purchase orders at this time. Many schools will reimburse teachers who pay by card; your order confirmation email works as a receipt.

Can I buy copies for my whole music team?
Yes. Each license covers one teacher, so you’ll need one copy for each teacher who uses the resource. 

Can I use a coupon code on an order I already placed?
Codes need to be entered at checkout and can’t be applied to past orders.

Where can I find my download?
There are three places you can download your files:

  • The order confirmation page, right after checkout
  • The download link in your order confirmation email
  • My Account > Downloads, anytime you need it again


How long can I download my files?
As long as you need to. Your download links don’t expire, and there’s no limit on how many times you can download.

I didn’t get a confirmation email.
Start by checking your spam, junk, and promotions folders. School email filters tend to block emails from outside the district, so I’d recommend using a personal email address at checkout. If you still can’t find it, send me a message with your name and the email address you used, and I’ll look up your order.

My purchase isn’t showing up in my account.
This usually happens when an order is placed with a different email address or as a guest. Try logging in with any other email addresses you use. If that doesn’t work, send me an email and I’ll track it down.

I’m using a phone, tablet, or Chromebook.
Please download your files on a computer, not a phone. Windows and Mac computers work with every file. Chromebooks work well for PDFs and the Google Slides versions of my slideshows. For the PowerPoint versions, use a Windows or Mac computer. You’ll find Chromebook steps for ZIP files in the section below.

My school computer won’t let me download files.
Some districts block downloads or file types on school computers. Try downloading on a personal or home computer instead, then move the files to a USB drive or your Google Drive. You can also ask your tech department to allow the download.

The file downloaded, but I can’t find it.
Check your Downloads folder first. You can also open your browser’s download history from its menu, usually under Downloads or History.

How do I get an updated version of a resource?
When I update a resource, the newest version replaces the old one in your download. Just download it again from the link in your order confirmation email or from My Account > Downloads. Updates are always free. For example, my teacher planners are updated every year, and you can download each new version at no cost.

What if I find a mistake?
Please tell me! I’m a one-person business, which means I’m the writer, designer, and proofreader for every resource in my shop. No matter how many times I check a file, a typo can still slip through. So if you find one, you’re doing me a favor, and I’m truly grateful.

Just send me a message with the name of the resource and the page or slide number. I’ll fix it as quickly as I can and send you the updated version. Everyone else who bought it will get the fix, too.

Can I get a refund?
All sales are final, since files are delivered instantly. If a file won’t open after you’ve tried the steps on this page, or there’s a problem I can’t fix, I’ll issue a refund. You can read the full details in my Terms of Sale & Refund Policy.

My PDF won’t open, or it looks blank or broken.
Here’s what I’d try, in this order:

  1. Save the file to your computer instead of opening it in your browser.
  2. Open it in Adobe Acrobat Reader, which is free. Make sure it’s updated to the latest version. Adobe’s download page may include optional offers, like antivirus software or a browser extension, so uncheck those before you click Download.
  3. If it still won’t open, delete the file and download it again. Sometimes a download gets interrupted partway through, which can damage the file.


It’s asking for a password.
This usually means the PDF is opening in Microsoft Word or another editing program. Open it in Adobe Acrobat Reader instead, and it should open normally.

Can I type on or edit the PDF?
Most of my PDFs are made for printing, so the text can’t be edited. A few older resources include fillable pages where you can type in the boxes.

The links inside the PDF don’t work.
Browser previews often turn links off, so open the downloaded file in Adobe Acrobat Reader and try again. If a link still won’t open, your school network may be blocking the website. You can try it from home, or ask your tech department to unblock it.

Images are missing, or the background prints black.
In Adobe Acrobat Reader, go to Print > Advanced and check “Print as image.” This fixes most printing problems. Updating your printer driver can help, too.

A ZIP file is a group of files compressed into a single download. Before the files inside will work correctly, you’ll need to extract (or unzip) them. Here’s how to do that on each type of computer:

  • Windows: Right-click the ZIP file, choose “Extract All,” and then open the new folder.
  • Mac: Double-click the ZIP file, and a regular folder will appear right next to it.
  • Chromebook: Open the Files app and double-click the ZIP file. It will open like a drive in the left sidebar. Select the files inside and copy them to My files or Google Drive before you use them.


It says the ZIP, or a file inside it, is empty or broken.
Delete it and download it again on a steady internet connection. This can also happen if you open a PDF directly from inside the ZIP without extracting it first.

The sound won’t play.
This is the question I get most often, and it almost always comes down to a few simple things. Many of my slideshows are interactive, which means the sound and clickable buttons only work in presentation mode. Here’s what to check:

  • Make sure you’re opening the file in PowerPoint. Preview apps (like Preview on a Mac) and browser windows show the slides, but they won’t play sound or let you click the buttons. Other programs, like Keynote, may not work correctly either. If you don’t have PowerPoint, use the Google Slides version instead.
  • If PowerPoint shows a yellow Protected View bar at the top, click “Enable Editing.”
  • Start the slideshow by going to Slide Show > From Beginning. The sound and buttons will work once you’re in presentation mode.


Will the slideshow work on my interactive whiteboard?
Yes. Open the slideshow in PowerPoint on the computer connected to your board, then start presentation mode by going to Slide Show > From Beginning. Tap the buttons on the board the same way you’d click them with a mouse. If the file opens in your board’s software, like SMART Notebook or ActivInspire, open it in PowerPoint instead.

Why can’t I edit the PowerPoint?
Most of my PowerPoint files are flattened, which means the text and images are locked in place. I do this to follow the terms of use for the clip artists whose work I use, and to protect my resources from being copied and resold. A few resources include editable text, and those are noted in the product description.

The fonts look different, or the text has shifted.
This can happen with resources that have editable text. Those files are designed for the desktop version of PowerPoint on Windows or Mac, and Google Slides, Keynote, and PowerPoint for the web can swap out fonts and move text around. For the best results, open the file in the desktop app.

Can I use the PowerPoint in Google Slides?
There’s no need to upload the PowerPoint file yourself. My slideshow resources come with both a PowerPoint version and a Google Slides version. You’ll find the Google Slides version as a link inside a PDF in your download. See the Google Slides section below for how to make your copy.

My file is slow or won’t open.
Make sure the file downloaded completely and that you’ve extracted it from the ZIP. Closing other programs while you work can also help.

Where can I find my Google Slides or Google Docs file?
Google resources come as a link inside a PDF in your download. Depending on when the resource was made, the link will look one of two ways:

  • Newer resources have a Google Slides or Google Docs button. Click the button to see a preview of the template, then click “Use Template.”
  • Older resources have a link that says “Make a copy.” Click the link, then click the “Make a copy” button.

Either way, your own copy will be saved to your Google Drive.

Why can’t I edit the Google Slides?
Like my PowerPoint files, most of my Google Slides are flattened, which means the text and images are locked in place. A few resources include editable text, and those are noted in the product description.

The buttons or sound don’t work in Google Slides.
The buttons and sound work once the slideshow is running. Here’s how to start it:

  1. Open your copy of the slideshow in Google Slides.
  2. Click the arrow next to “Slideshow” in the upper-right corner, then choose “Start from beginning.”
  3. Click the buttons to move around the slideshow and play the sound. To exit, press the Esc key.


It’s asking me to request access.
There’s no need to request access. This usually means the link opened without the ending that creates your copy. Go back to the link or button in the PDF and try again, or send me a message.

My school account won’t let me make a copy.
Some districts block files that are shared from outside the district. Your tech department may be able to allow it. If not, email me and I’ll help you find another option.

I accidentally changed or deleted my copy.
No problem. Go back to the link or button in the PDF from your download and make a new copy. You can do this as many times as you need.

Where can I find my Google Form?
Like my other Google resources, Google Forms come as a link inside a PDF in your download. Click the link, then click “Make a copy.” Your copy will be saved to your Google Drive, and it’s yours to edit.

How do I see the answer key?
Open your copy of the form and click the Settings tab. If “Make this a quiz” is turned on, go back to the Questions tab, click any question, and click “Answer key” to see or change the correct answer and point value.

How do I send the form to my students?
Click the “Send” button in the upper-right corner and copy the link from there, or attach the form to an assignment in Google Classroom. Don’t send the link from your browser’s address bar. That’s your editing link, and students will see a “You need permission” message.

My students can’t open the form.
Open the Settings tab, then Responses. If your form is set to only accept responses from people in your school district, students signed in to personal Google accounts won’t be able to open it. Have students sign in with their school accounts, or turn that setting off.

My students see “This form is no longer accepting responses.”
Open your copy of the form, click the Responses tab, and turn on “Accepting responses.”

Where do I see my students’ responses?
Open your copy of the form and click the Responses tab. To see every response in a spreadsheet, click “Link to Sheets.”

How do I clear responses to use the form with another class?
Before you clear anything, download or link the responses to Sheets if you want to keep them. Then click the Responses tab, click the three-dot menu, and choose “Delete all responses.” You can also make a separate copy of the form for each class.

My school account won’t let me make a copy.
Some districts block files that are shared from outside the district. Your tech department may be able to allow it. If not, send me a message and I’ll help you find another option.

I accidentally changed or deleted my copy.
No problem. Go back to the link in the PDF from your download and make a new copy. You can do this as many times as you need.

Why are the edges of my pages cut off, or why does everything print smaller than expected?
Your printer is probably scaling the page. In Adobe Acrobat Reader, go to File > Print, and under Page Sizing & Handling, click Size. Choose “Fit” if edges are cut off, or “Actual size” if the page is printing too small. Most home and school printers can’t print all the way to the edge of the paper, so “Fit” is usually the safest choice.

Why do the fonts or pictures look wrong when I print?
This usually happens when a PDF is printed straight from a web browser preview. Download the file to your computer first, then open and print it from Adobe Acrobat Reader (free at get.adobe.com/reader). Browsers don’t always display fonts and graphics correctly, but Adobe does.

Can I print color resources in black and white?
Yes. In your print settings, choose “Grayscale” or “Black and White.” Most pages will still be easy to read, but light colors may print very pale.

How do I print double-sided pages so the backs line up?
In Adobe Acrobat Reader, check “Print on both sides of paper.” Then choose “Flip on short edge” or “Flip on long edge.” For portrait pages, “long edge” is usually right. For landscape pages (like most flashcards and cards), choose “short edge.” Print one test page before printing the whole set.

How do I print just a few pages?
In the print window, under Pages to Print, choose “Pages” and type the page numbers you want (for example, 3-5 or 2, 7, 9). Use the page numbers shown in the Adobe toolbar, not the numbers printed on the pages, since these don’t always match.

Can I print something larger, like a poster?
Yes. In Adobe Acrobat Reader, go to File > Print and click “Poster” under Page Sizing & Handling. This splits the page across several sheets of paper that you trim and tape together. You can also take the file to your local print shop and ask for a larger size.

Why do my copies look dark or blotchy on the school copier?
Copiers often turn colors into dark gray and lose light lines. For best results, print one clean copy on a regular printer and use that as your master to copy from. If you can, print it in grayscale first so you can see how it will look. If your file won’t send to a network printer, save it to a USB drive and print from the copier directly.

What paper should I use?
Regular copy paper works for worksheets and anything students write on. For cards, games, posters, and anything you’ll reuse, use cardstock and laminate it so it lasts for years.

Can I print from a Chromebook or iPad?
Yes. On an iPad, open the file in the free Adobe Acrobat Reader app, tap the share or more menu, and choose Print. Chromebooks can’t run the computer version of Adobe Acrobat Reader, so printing from Chrome is fine there. Open the PDF in Chrome and press Ctrl+P. If pages print cut off, click “More settings” and set Scale to “Fit to printable area.”

I use A4 paper. Will these print correctly?
My resources are designed for US Letter paper (8.5 x 11 inches). They will print on A4, but choose “Fit” in Adobe’s Page Sizing & Handling settings so nothing gets cut off.

The YouTube links or audio won’t work in my PowerPoint.
Make sure you’re in presentation mode by going to Slide Show > From Beginning. The audio and YouTube links in my slideshows only work while the slideshow is running. They won’t play or open in editing mode.

The YouTube links work at home, but not at school.
Many schools block or limit YouTube, especially on student accounts. If you see a message about Restricted Mode, the video has been filtered by your district’s settings. Try signing in with your teacher account. If the video still won’t play, your tech department may be able to approve it for you.

Ads are playing before or during the YouTube videos.
Ads are added by YouTube, so unfortunately I can’t turn them off. To keep them from interrupting class, open the video before students arrive and skip or wait out the first ad. Some districts also provide tools that block ads, so it’s worth asking your tech department.

The YouTube video is no longer available.
YouTube videos are often removed or made private by the person who uploaded them, and unfortunately, I’m not notified when that happens. If you come across one of these, please send me a message with the name of the resource and the slide or page number, and I’ll replace the link and update the file.

The audio in the PowerPoint won’t play.
Audio only plays in presentation mode. Here’s how to get there:

  1. Open the file in PowerPoint, not in a preview app or browser window.
  2. If you see a yellow Protected View bar at the top, click “Enable Editing.”
  3. Go to Slide Show > From Beginning.


There’s still no sound.
Check the volume on your device, the volume inside PowerPoint or YouTube, and that the correct speaker or projector is selected for audio.

How do I share a Google Slides resource in Google Classroom?
Create an assignment, click “Add,” choose “Google Drive,” and select your copy of the file. If students will be writing or typing on the slides, choose “Make a copy for each student.” If they’ll only be watching or clicking through, choose “Students can view file.”

Can I use these with Canvas, Schoology, Seesaw, or Microsoft Teams?
Yes. You can upload the PDF or PowerPoint file to your platform, or share the link to your Google copy. Just make sure the resource is only visible to your own students.

How do I make Google Slides open in presentation mode for students?
The audio and clickable buttons only work in presentation mode. Open your copy, click “Share,” and make sure students have access. Copy the link, then replace “/edit” and everything after it with “/present.” Test the new link yourself before sending it to students.

How do I make a PowerPoint open in presentation mode for students?
Save it as a PowerPoint Show. Go to File > Save As, choose “PowerPoint Show (.ppsx)” as the file format, and save. When students open the .ppsx file, it will start in presentation mode automatically. This only works with the downloaded file, not PowerPoint for the web.

Remember to only share resources where your own students can see them, like a password-protected Google Classroom. See the Terms of Use for details.

How do I get your free resources?
Many of my blog posts include a free download, and you never need to sign up to get them.

If you want even more, join my newsletter. You’ll get my Music Sub Cheat Sheet right away, so you’re ready the next time you need a sub. After that, you’ll get one email a month with free resources, practical lesson ideas you can use right away, and other nerdy music content. It’s the easiest way to hear about new resources and freebies before anyone else.

I signed up for the newsletter, but I didn’t get my email.
Check your spam, junk, and promotions folders first. School email filters often block emails from outside the district, so if you signed up with a school address, try signing up again with a personal email. If you still can’t find it, send me a message and I’ll send it to you.

Can I share a resource with a colleague?
No. Each license covers one teacher, so your colleague will need their own copy. You can find the full details in my Terms of Sale.

Can I keep using a resource if I change schools?
If your school paid for it or reimbursed you, the license stays with the school. If you paid for it yourself, it goes with you. You can find the full details in my Terms of Sale.

Can I use a resource in private lessons?
Yes, with your own students. You can find the full details in my Terms of Sale.

Still Need Help?

If you’ve tried the steps above and the file still isn’t working, send me a message through my Contact page. Please include:

  • Your order number and the email address you used at checkout
  • The name of the resource and the file that isn’t working
  • Your device (Windows, Mac, Chromebook, iPad) and browser
  • What happens when you try to open it, along with a description of any error message.


My office hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, and I reply within two business days. If you write in the evening or over the weekend, your message will be waiting for me first thing the next business day. Thank you for your patience!