Frequently Asked Questions – Technical

Frequently Asked Questions

Technical Support

  1. Can I download more than one file at a time?

    You can…but we don’t recommend it! Graboid was designed to only download one video at a time so you get a completed video faster. We recommend that users only add a few files to the queue at a time to ensure your videos download successfully. Adding too many files to the queue may result in frozen or failed downloads.

  2. My download is complete but it isn’t in English.

    No comprende your video? Select ‘Play the Video in VLC’ from your ‘Completed Files’ under the ‘Download’ tab. Once it starts to play in your VLC player, click on ‘Audio Menu’ located in the top left corner and hover your mouse over ‘Audio Track’. If there are multiple tracks listed, one of these will be English. If there is only one audio track listed, it may be that the file was mislabeled.
    If you’re searching for English language videos only, be sure to download files with a US flag beside them. Videos without a US flag could be in any language.
    If the file is 2000MBs or less, try streaming the video first to verify the language before downloading.

  3. My download is complete and I have sound but no video.

    This can often be fixed simply by playing the video in your VLC player. If that doesn’t work, try switching between full screen and window mode or manually resizing the window. If the problem persists, it is most likely an issue with the file itself.

  4. My download manager did not start properly.

    To resolve this issue, click on the ‘Settings’ tab in the application and set your completed downloads path to c:\Graboid\Completed. Once you have changed your completed downloads path , click ‘Save’ and log out of Graboid (please allow 15 minutes for the connections to reset).

    If the above option doesn’t work, go into your Control Panel and uninstall your current version of Graboid. Once uninstalled, reinstall the most recent release of the software. (Check out the Get it Now page to get the latest version for free.)

    Note: The files you have previously downloaded will not show up in the newly installed Graboid application because it will not recognize the new path. The files will remain on your computer, in the original path, found in your ‘Documents’ folder.

  5. I received a message that states: “There is a problem with your User Preferences”

    To resolve this issue, click on the “Settings” tab in the application and set your completed downloads path to c:\Graboid\Completed. Once you have changed your completed file path , click ‘Save’ and log out of Graboid (please allow 15 minutes for the connections to reset).

    If the above option doesn’t work, go into your Control Panel and uninstall your current version of Graboid. Once uninstalled, reinstall the most recent release of the software. (Check out the Get it Now page to get the latest version for free.)

    Note: The files you have previously downloaded will not show up in the newly installed Graboid application because it will not recognize the new path. The files will remain on your computer, in the original path, found in your ‘Documents’ folder.

  6. When I try to download or play a video it gets stuck at 0% downloaded.

    The download could be stuck for a few different reasons:

    • The server could be denying access because too many simultaneous connections are open. To resolve the issue, shut down the Graboid application (please allow 15 minutes for the connections to reset).

    • Only one instance of Graboid can be used for downloading or streaming at a time. Make sure no one else is currently using your account.

    • If the above options don’t help, try the following:

    • Shut down Graboid, delete the “Graboid Temp” folder from your download directory, and then add the video back to your queue.
    • Right click the Graboid icon on your desktop, select ‘Run As Administrator’, or remove the protection from unauthorized use.
    • Turn off your firewall. If that solves the problem, then give Graboid permission to go through and turn it on again.


    If you’re still having trouble, try visiting our online community or contact Customer Service for more assistance.

  7. My download completed but then it disappeared.

    This can happen if the folder name is too long or if the file path does not exist on your computer. To resolve this issue, click on the “Settings” tab in the application and set your completed folder path to c:\Graboid\Completed. Once you have changed your completed file path , click ‘Save’ and log out of Graboid (please allow 15 minutes for the connections to reset).

  8. Why is my video taking so long to download?

    Your download or streaming speed can be affected by two things—Graboid servers or your personal internet service provider (ISP) / connection.

    In the event that the Graboid servers are down, a notice will be posted on the application log in page informing you that you will not be able to download. We will also post updates on when we expect the issue to be resolved.

    If you’re not having issues downloading, but it’s a slow process, the issue is probably with your ISP or your internet speed. Try closing other programs that are connected to the internet to help increase your download speed.

    You can also visit www.speedtest.net to check your download speed.

  9. I recently upgraded to the newest version of Graboid and now I don’t see any new videos.

    Once you install a new version, reset your filters and you will be able to see significantly more results.

  10. My video downloaded, it says ‘Processing Did Not Finish’ but it used up my MBs.

    Many times when a file is stuck processing it’s because the format is a .rar file (they appear as many small files) and Graboid can have trouble unpacking this type of file. An easy fix is to unpack the file manually.

    First, you will need to download a program called WinRar which is free to download from www.win-rar.com. You will then need to locate the Graboid ‘Completed’ folder on your hard drive where you should find the video folder listed. If you do not see the video in the ‘Completed’ folder, please check your ‘Partials’ folder (shown inside the ‘Completed’ folder). You can also locate your file by clicking the ‘locate’ button found in the download section. At this point, WinRar should be installed and you simply double click one of the files and extract it.

  11. My video says ‘Preparing to Download’ and then it disappears.

    To resolve this problem, follow the simple steps below:

    Windows 7 and Vista users:
    Step 1: Close the Graboid application and click on the ‘Start Menu’ in the bottom left corner of your screen
    Step 2: In the ‘Search programs and files’ field, type in: %localappdata% and hit enter
    Step 3: Locate the ‘Graboid’ and ‘Graboid Inc’ folders. Right click on each folder and select delete (this can take a few minutes for each)
    Step 4: Once the folders are deleted, close these windows and download the application again.
    (Check out the Get it Now page to get the latest version for free.)

    Windows XP users:
    Step 1: Close the Graboid application and click on the ‘Start Menu’ in the bottom left corner of your screen
    Step 2: In the ‘Search programs and files’ field, type in: run and hit enter
    Step 3: In the Run window type in: %userprofile%\\local settings\\application data and hit enter
    Step 4: Locate the ‘Graboid’ and ‘Graboid Inc.’ folders. Right click on the each folder and select delete (this can take a few of minutes for each)
    Step 5: Once the folders are deleted, close these windows and download the application again.
    (Check out the Get it Now page to get the latest version for free.)

  12. All my completed videos have disappeared and I can’t download anything.

    To resolve this issue and get the missing files back, follow the simple steps below:

    Windows 7 and Vista users:
    Step 1: Close the Graboid application and click on the ‘Start Menu’ in the bottom left corner of your screen
    Step 2: In the ‘Search programs and files’ field, type in: %localappdata% and hit enter
    Step 3: Locate the ‘Graboid’ and ‘Graboid Inc’ folders. Right click on each folder and select delete (this can take a few minutes for each)
    Step 4: Once the folders are deleted, close these windows and download the application again.
    (Check out the Get it Now page to get the latest version for free.)

    Windows XP users:
    Step 1: Close the Graboid application and click on the ‘Start Menu’ in the bottom left corner of your screen
    Step 2: In the ‘Search programs and files’ field, type in: run and hit enter
    Step 3: In the Run window type in: %userprofile%\\local settings\\application data and hit enter
    Step 4: Locate the ‘Graboid’ and ‘Graboid Inc.’ folders. Right click on the each folder and select delete (this can take a few of minutes for each)
    Step 5: Once the folders are deleted, close these windows and download the application again.
    (Check out the Get it Now page to get the latest version for free.)

  13. I’m trying to play a video and it says ‘Buffering’, but then nothing happens.

    Unfortunately, this sounds like you have downloaded a corrupt file. If the video shows that it is buffering and nothing starts to play within 15-20 seconds, click the ‘Stop’ button immediately. The longer you let the video buffer, the more MBs will be deducted from your bandwidth. To avoid this frustration in the future, check to make sure the video has a green check mark and a large number of user votes before streaming it.

    Another possibility is that your speed is not fast enough to stream the video you’ve selected. Your internet speed needs to be a least 1500 kbps for large files and at least 6000 kbps for DVDs. You can check your download speed at: http://www.speedtest.net/ http://www.speedtest.net/

  14. I received a message stating: “Error Retrieving File Info. Please try another file or try it again in a couple minutes.”

    If you see this message, please go to your Start Menu and locate your Control Panel. In the Control Panel, click on Network and Internet > Internet Options > Connections (located across the top) > LAN Settings (located in bottom right corner) and make sure the Proxy Server is not checked. If it is checked, deselect it and click OK.

  15. My download is complete but the quality of the video isn’t very good. How do I get my MBs back?

    Graboid doesn’t host or post content, which makes it very difficult for us to guarantee the quality of the videos you are downloading. To help ensure you download a high quality video, we strongly recommend streaming and playing the first few minutes of the video to see the quality. You should also check to make sure the video has a green check mark and a large number of user votes before choosing to play it.

  16. I’ve recently upgraded to Graboid 3.0 and when I login, I can’t see any results.

    Don’t worry, this is a quick fix. Go to your ‘Settings’ tab (in the top right corner of your screen), change your ‘Language Filter’ to ‘None’ and click ‘Save’. This will allow you to see all of the available video content.