F.A.Q

There is probably nothing we can do right now to make VDH work on this site, but having data about this issue is very important to us in order to make Video DownloadHelper improve in the next version.

Please go to the support forum and search for about topics related to the site domain you have problem with. If you can't find any, create a new topic, providing a link to at least a video page and the description of the issue you are experiencing.

Video DownloadHelper is a browser extension software. As such, it relies on an interface provided by the browser (API) to its extensions to do the job. Chrome and Firefox (>=57) provide exclusively an API called WebExtensions that do not include a number of things required by Video DownloadHelper to do all the tasks. In particular, WebExtensions has no real support for writing files properly. After many discussions with Mozilla (the Firefox editors) engineers, it appeared that the only solution for providing the service was to install an external application aside of the browser.

Fortunately, WebExtension provides the ability to launch a specific application and communicate with it, it's called Native messaging. This is a secure interface that ensures no other extension can take advantage of the coapp for performing any malicious activity.

So we developped a specific native application we called Video DownloadHelper Companion Application, or coapp. To ensure this application could be trusted by everyone, we released this application in open-source, i.e the program code can be read by anyone to check it is harmless. The source code of the coapp is available here.

You are on a Mac and you watch a DASH video with QuickTime.

This is a known issue. Being premium, there is no watermark in the generated video, so the aggregation does not re-encode the video stream. This is much faster but it turns out QuickTime does not like it.

There are 2 known workarounds:

  1. - use another video player than QuickTime, for instance VLC from https://videolan.org/
  2. - re-encode the downloaded video (you can do download+conversion in a single operation) to output format "Re-encoded MP4 (h264+aac)" which ensures the video is re-encoded

It could be 2 things: either this is an issue with your local audio/video player, or Video DownloadHelper really only downloaded the audio or video part of the media.

In the first case, make sure the audio is turned on by playing any other video or song you have on your computer. If it's not the problem, it is possible that your player miss the appropriate codecs (the software drivers to handle specific audio/video encoding). We recommend giving a try using VLC video player, a high quality free video player.

If the former did not work for you, then there is a good chance Video DownloadHelper did not downloaded the media properly. Nowadays, it is very common for web sites to stream separately audio and video, with a web page player resynchronizing both channels. Video DownloadHelper tries to accomodate standard methods for aggregating audio and video, like in HLS or DASH protocols, but sometimes, the web site used a homemade method and our extension has no clue on how to reunite both streams. In this case, sorry but we should consider Video DownloadHelper just does not work for this site.

Unfortunately no, sorry. The temporary .part file contains the audio/video raw data but it misses synchronization data required to make use of the raw data. Those meta data are kept in memory and if the download has aborted or the browser restarted, they are lost and there is no way to recover them apart from restarting the download from the beginning.

First make sure, Video DownloadHelper is really installed in your browser. On Firefox, click the 3-stripes icon at the top right then click Add-ons, on Chrome, click the 3-dots icon at the top right then click More Tools > Extensions. If you cannot see the extension, (re)install it on Firefox or Chrome

If you are on Chrome, in an incognito window, you need to perform a specific action once to make the extension available: click the 3-dots icon at the top right then click More Tools > Extensions, pick Video DownloadHelper and tick checkbox Allow in incognito.

If Video DownloadHelper is installed, the icon may just have been hidden from the toolbar. On Firefox, click the 3-stripes icon at the top right click Customize, then drag the 3 balls icon back to the toolbar. On Chrome, the icon may have been hidden to the menu: click the 3-dots icon at the top right, search for the 3 balls icon in the menu, right-click on it and pick Show in toolbar.

If the former did not help, please check the support forum

Sorry you cannot. Firefox and Chrome licensing are very different things and cannot be used interchangeably.

Sorry you cannot. Firefox and Chrome licensing are very different things and cannot be used interchangeably.

You can do so from your Google wallet account.

Google does not allow Chrome extensions to download videos from YouTube. If we made Video DownloadHelper for Chrome download YouTube videos, our extension would be taken out of the Chrome WebStore.

To download Videos from YouTube, you should consider installing Firefox then Video DownloadHelper for Firefox.

For EVERYONE who lost their license key:

License keys are only relevant on the Firefox version. Check https://www.downloadhelper.net/recover-license to get your license key to be mailed back to you.

For Chrome, the premium status is associated to the Google account you sign in to in the browser. You can check your Premium license status from your Google wallet https://wallet.google.com/

Please note that licenses for Chrome and for Firefox cannot be used interchangeably. In other words, a VDH/Chrome license won't work on VDH/Firefox and the other way around.

Paypal have been very unprofessional with us as they will probably be with you at some point, blocking all your money without giving you any reason nor any way to ask. We strongly advise not to work with them.

So, no, you cannot use paypal to purchase a Video DownloadHelper license nor make a donation.

Please let us know the two Google Pay transaction IDs and the date of the operation so we can refund one.

On Chrome, Video DownloadHelper licenses are attached to your Google account. Just make sure you logged into Chrome (not just into a Google page) with the same account you purchased the license from. In case of doubt, you can check your Google wallet to verify your license status.

Go to Video DownloadHelper support forum and make searches from there. If you cannot find an answer, please feel free to create a new topic and provide appropriate details about your issue.