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

I'm having trouble finding the file once it's been downloaded. (Back to Top)
To find a file once it has been downloaded, use the Search or Find option on your computer to locate the file. To bring up the search window click on the "Start" button and choose Search, or click on My Computer on the desktop and double click on the hard drive, or press Ctrl-F. Type *.mp3 in the search box that appears, and it will find all mp3 files on your computer. The file you just downloaded should be amongst the files listed. You can choose "View" then "Details" to see the "Date Modified" field and look for the most recent files.

Important note: If you have not designated a folder of choice for your downloads yet, and you are using your default Windows Media Player, the player may download the file to your Temporary folder. If this happens, the file will be named with an odd numeric name while inside that folder, and you will have to move it out of the Temporary folder in order for it’s right name to display again. Here’s how to do this:

1) In Windows XP (other versions of Windows may use a different path for this file), go to: C:\Documents and Settings\Your Name\Local Settings\Temporary Internet Files

2) Sort the folder by the file type column by clicking on the “type” column header. Next, scroll down to file type mp3. When you find mp3 files, look at their “date Modified” column for the latest files modified. The latest one would be your latest download.

3) Highlight the file, and drag it with your mouse out of the Temporary folder onto your desktop. You will notice that the file name, if previously shown as scrambled numbers, now changes to the name of the song you downloaded.

4) Last, you’d want to drag it into your folder of choice for future use. We recommend you use your computer’s default My Music or My Downloads folders. In XP, the path for your My Music folder is C:\Documents and Settings\Your Name\My Documents\My Music.

Songs I've purchased have not been downloaded to my computer. (Back to Top)
This problem may be caused by an intermittent problem with the Internet or with a server, or it can be due to configuration issues on your computer that are preventing the download from completing. In order to resolve the latter, please read our Store Troubleshooting section above. We also recommend you ensure that your computer adheres to our System Requirements. After you have taken steps to resolve such problems on your computer, please follow the steps outlined in the following paragraph.

My download process was interrupted. (Back to Top)
If you have lost your Internet connection during a track or album download, please do the following:

• First, it is important that you do not try to open and play the partially-downloaded product.
• Next, logout 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, and from the top nav bar choose to login
• Click on My History (or My Downloads) button in My Account to see a list of all available songs; since you did not complete your download, you will find an active link to your song on the History page; restart your download from here
• Use the exact same process if you lost the connection during an album download

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 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. This happens with dial-up connections because you are not getting enough of the song data to play the song before it catches up with the data coming in from the Internet. To avoid this situation download the song completely before starting to play it (or try playing it again upon completion of the download process).

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

How long does it take to download a song? (Back to Top)
The time required to download music to your computer depends on the size of the file (i.e. is it a single or a multiple track album) and the speed of your Internet connection. Typical download rates for a 4 minute MP3 track of 3.5MB size are:

28.8k modem = 20-25 mins
56.6k modem = 10-15 mins
ISDN = 5-10 mins
Cable / DSL / T1 = less than 1 min

I have a problem that is not covered in your help section. (Back to Top)
If you encounter a problem that you don't understand, please email us at service@neuroticmedia.com with information about the problem and tell us what media player, OS and browser you are using.