Frequently Asked Questions
General Questions
How do I order copies of Encounters?
I forgot my username and/or password. What should I do?
I am a class tester whose account no longer has access. What happened?
Technical Questions
The video says “server not found”. What do I do?
The video is buffering frequently. How do I make it stream faster?
I can't see the video or hear the audio on my iPad. Why?
My internet access doesn’t support video streaming well. What are my other options?
Is there a difference between “play episode” and “play video”?
Verification Code Questions
How do I get a verification code?
When does my verification code expire?
My verification code is not working. What should I do?
I have questions about the Student Book. Who do I contact?
Instructor Questions
What is a Class Test?
How do I order examination/desk copies of Encounters?
I have questions about the Annotated Instructor’s Edition. Who do I contact?
What is the recommended time spent on each unit?
Are there any instructor workshops available?
Will there be an intermediate and/or advanced level of Encounters?
My question is not mentioned above. Who do I contact?
General Questions
How do I order copies of Encounters?
If you are an instructor and would like to purchase copies of any book in the Encounters program, contact your campus bookstore about placing orders for Encounters with Yale University Press/Triliteral LLC. To order books directly, call 1-800-405-1619. If you are interested in ordering exam or desk copies of any book in the Encounters program, send an email to encounters.chinese@yale.edu.
If you are a student and would like to purchase copies of any book in the Encounters program, visit your campus bookstore. Encounters books are also available at major booksellers, including Amazon and Barnes & Noble.
How do I register?
Go to EncountersChinese.com and click on “Register” in the top, right corner of the screen. Fill out the required information, including school name and course name, and then submit.
I forgot my username and/or password. What should I do?
During registration, the Encounters website uses your email address as your default username. However, if you are still having username problems, or have forgotten your password, send an email to encounters.chinese@yale.edu with subject line “USERNAME / PASSWORD”. Our Encounters Support Team will reset your login information and contact you via email or phone.
I am a class tester whose account no longer has access. What happened?
Class testers are allowed access to the Encounters website material for the duration of the class test in question. If you are still in a class that is testing Encounters, or if you would like to request class test access for a future class, please send an email to encounters.chinese@yale.edu with subject line “CLASS TEST ACCESS”. Our Encounters Support Team will get back to you as soon as possible.
Technical Questions
The video says “server not found”. What do I do?
This could be a problem with your internet connection or with one of the videos on the website. Please make sure your IT department adds the RTMP port as an exception in their firewall. The port number is '1935' by default. If you have any further questions, please send an email to encounters.chinese@yale.edu with subject line “VIDEO: SERVER NOT FOUND”. Our Encounters Support Team will get back to you as soon as possible.
The video is buffering frequently. How do I make it stream faster?
The fastest way to stream the video is with a direct internet connection. Wireless connections may be spotty due to internet traffic.
I can't see the video or hear the audio on my iPad. Why?
The media player is not viewable directly on the iPad because the iPad does not support Flash. To view the media on your iPad, we suggest downloading a flash viewing application, such as iSwifter, to view the media on your device.
My internet access doesn’t support video streaming well. What are my other options?
One option is to use a school or institutional computer with a direct internet connection. Another option is to purchase the Encounters DVD Lab Pack 1, which contains all of the audio and video material for Student Book 1. Purchase of DVD Lab Pack 1 ensures student and instructor access to the Encounters multimedia content independent of an internet connection.
If you have any further questions regarding video streaming, please send an email to encounters.chinese@yale.edu with subject line “VIDEO: STREAMING PROBLEMS”. Our Encounters Support Team will get back to you as soon as possible.
Is there a difference between “play episode” and “play video”?
Each Encounters unit offers three different types of video content. The first is the “Dramatic Episode”, a 10-15 minute chapter video taken from the feature-length film that comprises the core of the Encounters program. These episodes are filmed on location and follow a number of characters as they experience Chinese language, culture, and society. The second is the “Cultural Bits Video”—interviews with the authors and producers of the Encounters program about cultural information relevant to the unit in question. Finally, there are the “Exercise Materials”— short, animated video clips that are directly linked to exercises in the corresponding unit in the Student Book.
My question is not mentioned above. Who do I contact?
Send an email to encounters.chinese@yale.edu. Our Encounters Support Team will get back to you by email or by phone as soon as possible.
Verification Code Questions
What is a verification code?
A verification code is the unique identifier for your subscription to EncountersChinese.com. Your verification code is found on the inside cover of your Student Book. Enter your verification code during the registration process to gain access to the full media program related to your Encounters Chinese Language and Culture textbook. The verification code has an expiration date, so be sure to use your verification code once you begin your course. Additional access can be purchased if necessary by sending an email to encounters.chinese@yale.edu.
How do I get a verification code?
Your verification code is found on the inside cover of your Student Book.
When does my verification code expire?
The expiration date of your verification code may vary depending on your institution. Be sure to check your Account Information on the Encounters Chinese website to view the expiration date of the code you are using. If you need to purchase more time on your subscription, please send an email to encounters.chinese@yale.edu.
My verification code is not working. What should I do?
If you purchased the textbook new…
The verification code is case-sensitive, so be sure that you are inputting the code exactly how you see it in your book. If you are still having trouble, contact us at encounters.chinese@yale.edu.
If you purchased the textbook used…
The verification code is a unique identifier for that book, so you will be unable to use it if the verification code has already been used. You can purchase a new verification code to access all the rich media related to the book by sending an email to encounters.chinese@yale.edu.
If you are renting the textbook…
The verification code is a unique identifier for that book, so you will be unable to use it if the verification code has already been used. You can purchase a new verification code to access all the rich media related to the book by sending an email to encounters.chinese@yale.edu.
I have questions about the Student Book. Who do I contact?
Send an email to encounters.chinese@yale.edu with subject line “STUDENT BOOK 1”. Our Encounters Support Team will get back to you and/or your Chinese instructor as soon as possible.
My question is not mentioned above. Who do I contact?
Send an email to encounters.chinese@yale.edu. Our Encounters Support Team will get back to you and/or your Chinese instructor as soon as possible.
Instructors
What is a Class Test?
The Class Test section of the Encounters website is for students and instructors interested in testing the Encounters program in their current Chinese classes. To request Class Test Access, send an email to encounters.chinese@yale.edu with subject line “CLASS TEST ACCESS”. Our Encounters Support Team will get back to you as soon as possible.
How do I order examination/desk copies of Encounters?
If you have not yet registered on the Encounters website and are interested in receiving an exam copy of Encounters, go to EncountersChinese.com and click on “Register” in the top right corner of the screen. Select “I am an instructor”, and fill out the subsequent registration form. Toward the bottom of the form, select “Online Access”, then “I would like to receive a complimentary examination copy of the Annotated Instructor’s Edition of Student Book 1”. After submitting your registration, the Encounters Support Team will send you a complimentary exam copy of the Annotated Instructor’s Edition. The book should arrive in the mail 10-15 days after your order.
If you are already registered to the Encounters Chinese site and are interested in an exam copy or a desk copy of Encounters, please send an email to encounters.chinese@yale.edu with subject line “EXAM / DESK COPY”. After confirming your request, the Encounters Support Team will send you a complimentary exam or desk copy of the Annotated Instructor’s Edition. The book should arrive in the mail 10-15 days after your order.
I have questions about the Annotated Instructor’s Edition. Who do I contact?
If you are interested in receiving an exam copy or desk copy of the Annotated Instructor’s Edition, please see the above response. If you have any other questions about the Annotated Instructor’s Edition, please send an email to encounters.chinese@yale.edu with subject line “Annotated Instructor’s Edition”. Our Encounters Support Team will get back to you as soon as possible.
What is the recommended time spent on each unit?
The recommended time for each Student Book is 1 semester for college classes and 1 year for high school classes. The recommended time spent on each unit is between 1 and 2 weeks for college classes, and between 3 and 4 weeks for high school classes.
Are there any instructor workshops available?
Encounters Ambassadors are available to meet one-on-one or in groups. Click here to find your local ambassador.
Will there be an intermediate and/or advanced level of Encounters?
Yes. Encounters Student Book 2 will be available in Winter 2011/2012. As with Student Book 1, Student Book 2 will provide a semester’s worth of material for most college classes, and a year’s worth of material for most high school classes. There is also a long term plan for the publication of Encounters Student Book 3, which will provide a year’s worth of material for most college classes, and 2 years worth of material for most high school classes. Each subsequent Student Book will have corresponding Character Writing Workbooks and Screenplays.
My question is not mentioned above. Who do I contact?
Please send an email to encounters.chinese@yale.edu. Our Encounters Support Team will get back to you as soon as possible.
