DOWNLOADING YOUR SONGS

Q. How do I download my music?

A.  Once your order has been completed, you will receive an online order confirmation page that will have a Download Now button with a link inside. You will also receive an order confirmation email that also will have Download Now link.  How you actually download your music depends on whether you have a PC or a MAC.

PC USERS

1.      Once your order has been processed, a new page appears that is both the order confirmation and the start of the download process.  Read the instructions on the top of the page and then click on the Download Now button. 

2.      If you use Internet Explorer as your browser and your download file is a link, right click the link and choose Save or Save File As. Otherwise, a new “File Download” window will automatically appear.  This executable file is our Download Manager which helps you transfer your downloads onto your computer.  You will be asked to Save, Open, or Cancel.  We strongly recommend that you click Open.  If you click Save, the Download Manager will be saved to a directory of your choosing (people usually choose their Desktop).  If you have clicked Save and saved the Download Manager to your Desktop, you need to go to your desktop to find the Download Manager icon and then click on that icon to start the download process.  Caution:  If you click Cancel, you will terminate the Download Manager.  You will then need to return to the Download Now page, click the Download Now button, and start the process again.

If you use Mozilla Firefox as your browser and your download file is a link, right click the link and choose Save or Save File As. Otherwise, a new “File Download” window will automatically appear.  This executable file is our Download Manager that helps you transfer your downloads onto your computer.  You will be asked to Save File or Cancel.  Click Save File and the Download Manager will be saved to a directory of your choosing (people usually choose their Desktop).  If you have clicked Save File, Firefox will open a new window offering the option to either Open or Remove the Download Manager.  You should clickOpenCaution:  If you click Cancel or Remove, you will terminate the Download Manager.  You will then need to return to the Download Now page, click the Download Now button, and start the process again.

3.      Once you click Open, the Download Manager launches and you will be asked if you want to change the computer folder where your music will be stored.  We recommend that you click No.  By clicking No, your music will automatically be downloaded into your “My Music” folder, which is located in your “My Documents” folder.  If you click Yes, the Download Manager will help you choose another directory where you can save your music. You will then need to return to the Download Now page, click the Download Now button, and when the Download Manager launches, click No to download your music to start the download.

4.      After you click No, your music will begin downloading immediately.  The Download Manager lists the file size, progress, song title and status of each song you are downloading.  The Download Manager will give you information about the download process, including about how much time is left for the download to complete.  When the download process is done, you’ll see a new page saying “Downloads Completed”.

5.      When the downloads are done, you can open the directory where you saved your music.  Inside that directory you’ll find the music file for each song you acquired.  By clicking on a song, you will launch your default media player which will play your song. 

6.      If you can’t remember where you saved your download, you can search for it on your computer.  Click on the Start button on the bottom left and then click Search.  You can now search for files on your computer using words for the title or the type of file you are looking for. Your download files will have a MP3 extension. This process will produce search results to show you the location of your file on the computer. If you do not receive search results, it may be that you did not fully download the file and the search does not recognize it. If this is the case, you should try to download the file again.

7.      If you want to load your newly acquired music into iTunes® or on a portable music device, see the applicable instructions.  Since your download is an MP3 file, you generally will be able to import that music directly without having to burn the music first to a CD.

MAC USERS

1.     Once your payment has been processed, a new page appears that is both the receipt and the start of the download process.  Read the instructions on the top of the page and then

2.      For Users of OSX Version 10.3.9 and Earlier.  Click on the Download Now button, which takes you to a new page listing each track. If you are receiving an album, each track will be shown separately. To download the files, hold down the CTRL key and click on the download link. Then select the option to Download Linked File.  The file will then be placed in your default location.  While the file is downloading, click Show In Finder and rename the file to the track name.  Repeat this process for all tracks in your order.

3.      For Newer Operating Systems.  Click on the Download Now button, which takes you to a new page listing each track. If you are receiving an album, each track will be shown separately. To download the files, hold down the CTRL key and click on the download link. Then select the option to Download Linked File.  The Mac’s own download manager will open and will save the file to your default location.  Repeat this process for all tracks in your order.

Q. Can I download directly onto my handheld device (such as iPhone or blackberry)?

A. No, we apologize, but at this time we do not support this download option. You will need to download your tracks onto a computer and import them onto your handheld device. Consult the FAQ's for your specific device for help on importing the tracks.

Q. What if I forget to click the Download Now button right after I complete my PIN Redemption?  How can I download my music?

A. You will receive an e-mail order confirmation that will have a link. For PC Users: When you double click on this link, you will go to Step 2 in the answer to the first question (that's if you use Internet Explorer; if you use Mozilla Firefox, go to Step 3).  For MAC Users: When you double click on this link, you will go to Step 2 in the answer to the first question.  Then you follow the rest of those steps to download your music.

Q. My order includes pre-orders of music that hasn’t been released yet. When can I download that music and how do I do that?

A. You will receive an e-mail order confirmation of your pre-order redemption. That e-mail will tell you to watch for another e-mail that will be sent to you on the album release date. Both e-mails include the link you will use to download your music. You may ONLY use this link once you've received the second e-mail. Generally newly available titles are available for download after Midnight Pacific Time on the availability date.
For PC Users Using Internet Explorer: When you double click on this link, you will go to Step 2 in the answer to the first question (that's if you use Internet Explorer; if you use Mozilla Firefox, go to Step 3).
For MAC Users: When you double click on this link, you will go to Step 2 in the answer to the first question. Then you follow the rest of those steps to download your music.

Q. I did not receive my confirmation email after I completed my PIN redemption. What should I do?

A. There are a few reasons why you may not have received your confirmation email: The most likely one is that the email may have gone to your “Junk Mail” folder. Please check to see if it did. If you locate the mail message, you can add us to your address book to ensure that you will receive a “Confirmation Email” the next time you place an order.

Q. What are the system requirements for downloading and playing MP3 files?

A. Your computer must meet the following minimum hardware and software requirements:

  • Pentium 266Mhz processor or faster
  • Minimum 32MB RAM (Win98/Me), 64MB (Windows 2000 and above)
  • 50MB of free hard disk space
  • Sound card
  • Speakers
  • Network or Internet connection (Recommended 56K or higher)

Note: Playing digital content can be CPU intensive and quality may be affected if system resources are low or if multiple applications are running simultaneously

Software Requirements for MP3:

  • Media Player capable of Playing MP3 (e.g., Windows Media Player version 7.0 or higher. Click here to download the latest version of Windows Media Player; Winamp player also can be used.  Download and use for free at http://www.winamp.com/))

Browser Requirements:

  • Internet Explorer 5 or higher (if you are using Windows Media Player 11, we strongly recommend that you use Internet Explorer 7 or higher)
  • Netscape
  • Mozilla Firefox
  • Safari

Supported Operating Systems:

  • Windows 95, 98, 2000 or higher
  • MAC OS 9 or higher

Q. How long does it take to download a track?

A. This will depend on your connection speed, the file size of the track and Internet traffic.

Q. I redeemed my PIN for music files but I when I try to download them nothing seems to happen.

A. One reason the download procedure may not start is if you have a popup blocker on your computer.  You will need to disable that popup blocker prior to clicking the Download Now button. Here are a few methods to help you find and disable your popup blocker(s):

If you are running Windows XP Service Pack 2:

1. Click the Tools menu at the top of the browser window
2. You will see an option for popup blocker, click this option
3. On the next screen you will see an option to turn off (those are the specific words in the menu) the popup blocker. Please do so; you can re-enable it later.

You may be running 3rd party toolbars that have pop-up blocker features: Within your browser window just below the address bar, you may have some Toolbars installed, such as Google, Yahoo, MSN Search, My Search, etc. You will have to find the option in each of these to disable the popup blockers. Note that it is possible to have more than popup blocker running so make sure to disable them all. You can right-click on the toolbars and you will see a list of toolbars that you have installed on your system. If there are listings that do not have a checkmark beside them and you think it could be a searching toolbar, put a checkmark beside it so it will show up in the browser. It will be easier to customize if the Toolbars are all visible.

Computer firewalls can also contain popup blockers.  To find these please go to the system tray which is the series of small icons by the clock in the Windows Taskbar. By passing the mouse curser over each icon you will get a small box with a description of what the program is. If you have any that are firewalls (Ex: Norton Internet Security or Personal Firewall, McAfee Firewall, Zone Alarm, Freedom, Telus Security...) right click on the icon and choose the shut down or disable option. This option can be named different things depending on the particular program.

Once you have disabled your popup blockers and firewalls, use the link provided in your order confirmation email or access your Order History to try to download the files.

IMPORTANT: If you are trying to download through a corporate web site or domain, please check with your network administrator before disabling any protection such as firewalls or other network settings.

Q. When the download manager comes up, it tries to connect but gives “try again later” beside each track, how do I resolve this?

Please follow the steps below to re-download your music files.

IMPORTANT: If you are trying to download through a corporate web site or domain, please check with your network administrator before disabling any protection such as firewalls or other network settings.

Try these steps first:

1. Temporarily disable all firewall and pop-up blocker software you may be running on your computer.

2. Make sure you are logged on to the computer with an account that has administrative rights and not with a restricted user account that may not allow this type of download.

3. Close and re-launch your internet browser.

Now try downloading your music files again, making sure to select the same download location as before.

If you are still receiving an error message when attempting to download, please check the following:

1. If you are using Internet Explorer, click on the Tools menu and choose Internet Options.

2. Click on the Connections tab and select the LAN Settings button.

3. Only the Automatically Detect Settings checkbox in the Automatic Configuration section should be selected on this page.

4. Make sure the Use a Proxy Server checkbox is not selected unless you are using a proxy server.

Now try downloading your music files again, making sure to select the same download location as before.

Q. What if my download process is interrupted?

A. If the track download is interrupted for any reason (i.e. knocked offline, hit wrong button), you can return to the original Download Now link and start the process over. The Download Manager will recognize that a partial download has completed and it will start at this point rather than at the beginning. If you receive a prompt for "This file is already saved, would you like to replace it?" click Yes and continue the download process.

Q. I have a "corrupt" file. What is the issue?

A. The file may be corrupt because it did not fully download. Please download the music file again.

Q. What if my file is "damaged"?

A. If the file is damaged or you receive an error message, we will work with you to resolve the issue and provide a proper file. Before contacting customer service, please consider disabling any firewall programs and attempt to download again. If you continue to have issues, please send an email to [email protected] with specific details about your issue and list the email address used to obtain it.

Q. Why did I get a window warning that “Some files can harm your computer. If the file information below looks suspicious, or you do not fully trust the source, do not open or save this file.”?

A. This is a standard Microsoft window which will appear whenever you download any file from the internet. It is a way to confirm that you are purposefully downloading a file, as opposed to clicking on an unknown link.

PLAYING YOUR DOWNLOADS

Q. How do I play a track once I've downloaded it?

A. Playing your track is simple: just open the folder on your computer where you saved your track, and double-click on the track you want to hear.

Q. Do I need to be connected to the Internet to play this track?

A. No, just double click and play.

BURNING TRACKS TO CD

Q. Can I burn my tracks to a CD?

A. Yes, you can burn your track to a recordable compact disc (CD-R or CD-RW). 

Q. What additional System Requirements do I need to burn to CD?

A. To burn your tracks to CD, you will need a CD recorder and blank CDs to which you can copy. When you use the Microsoft Media Player, it should contain the Windows Media Player Adaptec CD-Burning component. (This is usually installed as part of Windows Media Player. If you do not have this component installed, you can click on "Check For Player Upgrades" on the Help menu in Windows Media Player and install it.)

Q. How do I burn my tracks to a CD?

A. Your player may have its own software, in which case you should follow that application's instructions. The following instructions describe how to use Microsoft Media Player.

  • In Microsoft Media Player, create a play list of the tracks you want to burn to CD.
  • Then, choose "Copy to CD" from the File menu.

CHARGING YOUR PURCHASE

Q. I used a credit card for my purchase. When am I charged?

A. For all orders except pre-orders, your credit card is charged when the file you have purchased is made available to you for download. If you have purchased a digital pre-order, your credit card will not be charged until you actually download the file.

Q. I used PayPal for my purchase. When am I charged?

A. Please refer to Paypal’s rules, terms and conditions (www.paypal.com) to learn when you are charged for a purchase using the PayPal system.

HOW MUCH TIME TO DOWNLOAD

Q. How much time do I have to download my music?

A. You need to download your music within thirty days after you first receive your Download Now link.   After that time, your link will no longer be valid.