HELP & FREQUENTLY ASKED QUESTIONS (F.A.Q.)
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HELP & FREQUENTLY ASKED QUESTIONS (F.A.Q.):

>Download Troubleshooting
>Store Troubleshooting
>Store Questions
>Download Basics
>Using Our Site

>Important Notices

 

Download Troubleshooting:

1) I am getting an invalid code message.

2) I am seeing an information bar at the top of my browser that tells me the pop-up or download has been blocked.

3) My download process was interrupted. OR My download didn't complete.

4) I cannot find the file(s) I've downloaded.

5) My downloads won?t play.

6) The song plays for a few seconds, and then it stops and continues to do so throughout the entire song.

7) What happens if I lose my digital product? OR I no longer have access to my files after a hardware/software/computer change.

1) I am getting an invalid code message. (Back to Top)

Codes are usually case-sensative. Please enter the code exactly as written paying close attention to the capitalization of letters as well as spacing.

Please note: In many of our stores, a code can only be entered once before it is deemed "used" even if a download never took place or the download did not complete.

2) I am seeing an information bar at the top of my browser that tells me the pop-up or download has been blocked. (Back to Top)

In most cases, you can right click on the info bar and allow the pop-up or download to come through.

If the download still does not come through immediately, you may have a small pop-up box on your screen that instructs you to click on the file name because your download may have been blocked. By following the instructions in this pop-up, your download should begin again.

3) My download process was interrupted. OR My download didn't complete.(Back to Top)

If you lost your internet connection during a track or album download or your process has been interrupted for another reason, please do the following:

- Do not try to open and play a partially-downloaded product

- Next, log out of your store account
- Close your browser and any other browser windows that may be open on your computer
- Open a new browser window and surf to our music store again

- Log in and click on My History (or My Downloads) to see a list of all available files; since you did not complete your download, you should find an active link to your files on the History page. You may restart your download from here without being charged or credits being removed.

Please note: The My History section is not available on all stores.

If you do not have a My History section and are unable to try again or if your download does not contain an active link to try again, please feel free to contact us.

4) I cannot find the file(s) I've downloaded. (Back to Top)

To find a file once it has been downloaded, use the “Search” or “Find” option on your computer.

Windows XP Users: Click on the "Start" button and select “Search.”

Type .mp3 in the search box, and it will find all MP3 files on your computer.

Important note: It is also possible that your download may be in your Temporary folder. If this happens, the file will have an odd numeric name, and you will have to move it out of the Temporary folder in order to see the correct name and retrieve your file. Windows XP users: Please see the following instructions.

Windows Vista Users: We recommend opening your browser to find where your Temporary folder is located on your computer. In Internet Explorer 6, you will choose Tools-->Internet Options-->General Tab-->Settings under Temporary Internet files. Internet Explorer 7 and 8 users, choose Tools-->Internet Options-->General Tab-->Settings under Browsing History. You can then search your system for the folder.

-When using Windows and the Firefox browser, your online download should show in the Firefox download manager (Downloads pop-up or window), which usually appears in your task bar at the bottom of your screen. You should see something akin to "All files are download to: [Location]" at the bottom of the download manager. You can also right click on the file itself in the download manager and select "Open Containing Folder."

5) My downloads won’t play.(Back to Top)

Please ensure your computer meets our minimum system requirements. You may also need to upgrade your media player.

Ensure you have a working internet connection and that the file did, in fact, download completely.

Before trying to download again, please check our recommended computer/browser settings for best results

6) The song plays for a few seconds, and then it stops and continues to do so throughout the entire song.(Back to Top)

If this happens the first time you play the song (or video), it may mean that it is opening the song file as it is downloading and trying to play the file faster than you are downloading it. To avoid this situation download the song completely before starting to play it (or attempt to play it again upon completion of the download process).

If you have already completed the download process in full, this could mean a busy processor which is caused by too many applications running at once on your computer. To fix this, try exiting out of some applications on your computer to free up some processing power for the media player.

7) What happens if I lose my digital product? OR I no longer have access to my files after a hardware/software/computer change.(Back to Top)

We are not responsible for any lost downloads due to computer corruption, updates, misuse or malfunction, or loss of devices or CDs. We highly recommend that you maintain current backups of your digital library to ensure that you can recover it in the event that you lose your functional system.