FREQUENTLY ASKED QUESTIONS:
Q. How much longer will I be able to access or login to Sprout Builder?
A. You will have until March 30th (~45 days) to access Sprout Builder.
Q. What will happen at the end of 45 days to my account and to my sprouts?
A. At the end of 45 days, accounts will be closed. If you choose not to delete your sprouts, they will continue to ‘live’ for an additional 45 days but you will not be able to login to make any changes to them. On May 14th an empty space will appear on all the pages on which your sprout once lived.
Q. Is there a way to download my sprouts?
A. Unfortunately, there is no way to download or save your projects.
Q. Is there any way to transfer my sprouts to another program?
A. It is not possible to transfer your sprouts.
Q. Do I need to cancel my Sprout Builder subscription with PayPal so I don’t get charged?
A. No. Sprout has already notified PayPal and you will not be billed again, even if you have set up recurring payments. You will get an email from PayPal verifying that your account has been canceled. This is to ensure that you will not be auto-billed.
Q. Is it possible to get a refund? I just signed up.
A. We are only issuing refunds to users who signed up during the last 30 days.
Q. Are you offering any service to previous users of Sprout Builder? And if so, would my current sprouts be saved?
A. The only service level that we will continue to offer is geared towards enterprise customers. However, we are offering current Sprout Builder subscribers a $2,999 a year account; payment for this is available by check only. A user who wants an account must contact support@sproutinc.com by March 1st and return a signed contract and his/her yearly payment to us by March 30th. All sprouts will be transferred to your new account on March 30th.
Q: Can I sign up for this plan after March 30th? Would I have access to my current sprouts?
A: You cannot sign up after March 30th for this new plan. This is a limited-time offering.
Q. What is in this plan?
A. This plan allows a total of 60 projects; storage is up to 2 Gb; bandwidth is 300 Gb/month; reporting and analytics is provided; both the default Gigya and Custom Gigya accounts are accepted, and response time is 1 business day.
Q. Can I sign up after March 30th? Would I have access to my current sprouts?
A. You can sign up after March 30th by contacting support@sproutinc.com but your current sprouts would not be available for transfer.
Q. If I am already a subscriber at the $2999 level do I need to do anything?
A. Yes. Your PayPal monthly Professional Level subscription account will be closed. You need to be issued a new account. If you haven’t been contacted already, you need to email support@sproutinc.com before March 1st. The signed contract and payment for the plan is due March 30th.
Q. With Sprout Builder shutting down, where will Sprout focus its efforts?
A. Sprout will be focusing on its enterprise platform. It has had tremendous success creating branded consumer experiences for Disney, Intel, Toyota, and others and it will continue to expand its enterprise offerings.
Q. What is the enterprise platform?
A. The enterprise platform is used for creating online interactive campaigns for consumers. With these campaigns, end-users can customize and share a personalized brand experience with their friends. The campaign can be rolled out as a Facebook, Facebook Connect or OpenSocial Application.
Q. I have additional questions. Where should I go?
A. Please write to support@sproutinc.com.
OTHER GENERAL FAQs
Q. Is there a limit to the number of songs I can add to my Jukebox?
A. There is no limit to the number of audio files; however, depending on your bandwidth, it takes longer to load if you have a large number.
Q. What media sizes are accepted?
- Image: .jpeg, .jpg, .jpe, gif, .png (1MB max);
- Video: .flv, .swf, YouTube (18MB max);
- Audio: .mp3 (18MB max).
Q. Do I need to re-embed the code every time I change something?
A. Once your Sprout has been published, you only need to re-embed the code via the quick post method or to repeat the copy code function when you change the size of your canvas. When you simply make changes to your Sprout, all you need to do is click on Publish. Clicking Publish will update all copies of your Sprout instantly.
Q. What is the difference between “Save” and “Save As”?
A. “Save” is the action you take to backup your work before you preview and publish. In contrast, “save as” makes a new and separate copy of your Sprout (without the publish code) that you can use in the future. This is handy if you do repeat business with a client – you don’t have to recreate the logo, color theme or style. “Save as” can also be used to create a copy of a Sprout that has certain elements and effects that you would like to use again (such as neat buttons or navigation tabs). Open your template and keep what you want and delete the rest. The pre-packaged Sprout is ready-to-go, saving you time and creative energy in a future project.
Q. How do I put Sprout on my Desktop?
A. Sprout users have asked about posting a Sprout to their desktop. You can’t do this posting within Sprout Builder but users have reported success using “Amnesty Generator” or “Amnesty Hypercube” programs.
Q. How do I create a Share Bar or Share Button?
- Create a Button that you want to use as a link to your Share page.
- Make a Button label that indicates that it needs to be clicked to order to get to the share data.
- Click the Button once to select it, and under the Properties Panel open the Links and Tracking section and select Page.
- Select the Share/Embed page from the drop-down menu.
- Save and Publish your Sprout. You will be prompted to select which platform account you want to use (select your new account).
- Your Button is now a linked to your Share/Copy/Code data.
- You’ll have to log into the new account at Gigya.com to see your Tracking reports.
Q. Are there a minimum number of pages you should have before using the Thumbnail Menu?
A. You should have at least four pages in your project. Many times it is better to use the Button component for navigation. The Thumbnail Menu works best when it is added to the Foreground Master page.
Q. How do I delete a project?
A. To delete a project, sign in to your account and select the “projects” tab in the drop-down menu. Determine which project you would like to delete by scrolling through your projects. Select the “delete” link next to the desired project and confirm your selection. The project is now deleted and will no longer count towards your total number of projects. Deleted projects will not be retrievable and no longer display anywhere they are posted.
Q. Can I download my sprouts and flash files to host them myself?
A. No, Sprout Builder does not currently offer any options to download SWF/Flash files to be served independently.
Q. How is the bandwidth measured?
A. Bandwidth is measured by the size of your sprout and the accompanying assets/media that we deliver from our servers (files which you have uploaded and the Sprout Flash player). If all of your files are referenced using a URL then the only element that count towards your bandwidth is the Sprout Flash player. If you have multiple files that are hosted using the Sprout asset hosting, then each time that file is viewed in a sprout it counts towards your bandwidth.
Q. Why does my Flash (.swf) file play too fast in my Sprout?
A. Sprouts run at a constant framerate of 24 fps, whereas animations in Flash are typically 12 fps (the default). Adobe’s Flash Player speeds up or slows down your .swf asset to match 24 fps, rather than letting the Flash Player and your .swf animation run at independent speeds. The only solution is to remake the original .swf at 24 fps, or make the animation not dependent on frame rate (e.g. doing the tweening with a freely available ActionScript library such as TweenMax).
Q. Do I need a cross-domain policy file if my .swf file resides outside the web domain from which the .swf file originated?
A. A Cross-domain policy file is a simple XML file that gives the Flash Player permission to access data from a given domain without displaying a security dialog. When placed on a server, it tells the Flash Player to allow direct access to data on that server, without prompting the user grant access. Cross-domain policy files, named crossdomain.xml, are placed at the root level of a server. For specific information, check Adobe documentation.
Q. What if I have other questions?
A. Send us an email to support@sproutinc.com and describe your situation. We will get back to you as soon as possible.
