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

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Download Troubleshooting

Is my computer compatible with your downloads?

I'm having trouble finding the file once it's been downloaded.

Songs I've redeemed have not been downloaded to my computer.

My download process was interrupted or doesn't start.

My downloaded songs won’t play.

I keep getting a license failed message.

The license approved window keeps popping up when I try to play the song.

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

How can I resolve song license corruption issues?

Why don’t you support iTunes and Mac users?

How long does it take to download a song?

I have a problem that is not covered in your help section.



Is my computer compatible with your downloads? (Back to Top)
We offer a variety of downloadable files, many of which are supported by the majority of PCs and MACs – such as MP3s, JPEGs, GIFs, and PDFs (the latter requiring Adobe to be installed). If you are downloading from a one-page site, it is likely that some or all of the download files are such files. However, if you are downloading from a large site we support, it is likely that the files you are downloading are encrypted Windows Media Audio (WMA) and Video (WMV) files. Those are not supported on MAC. They are supported on PCs since WIN 98.

Download our test file by clicking here to see if your computer is compatible with encrypted WMA and WMV.

This should launch your player of choice and start the download process, followed by a license that allows you to play the file. This test file is small and should only take a short moment to download and play.

I played the test file successfully: Congratulations, you are ready to download from our site. If for some reason you encounter problems in our site, you might have other issues on your computer such as security settings on your browser and firewall, available java components on your browser, or lack of a 128 bit browser. Please review the rest of this document for tips on how to solve such problems.

I can’t play the test file: If you failed to play the test file above (failure to download, license, and/or play), the previously mentioned issues may apply to you as well, together with other potential issues with your player or jukebox application itself. Most of the time such issues are resolved by upgrading your player and browser and resolving issues with cookie settings. Please review the rest of this document for further instructions and problem resolution tips.

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 *.wma in the search box that appears, and it will find all Windows Media Audio 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 Windows Media Audio. When you find Windows Media Audio 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.

To prevent your downloads from going to the Temporary folder again, when you start the download process at the “Save” prompt, make sure to select the My Music folder specified above as your designated download folder, and check the box (if offered) for Windows to always download WMA files to that folder.

Songs I've redeemed 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 Site 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 or doesn't start. (Back to Top)
If you have lost your Internet connection during a track or album download, please do the following:

My downloaded songs won’t play. (Back to Top)
First, find the file you downloaded and double click on it -- it will either open your default media player or ask you to select an application (media player) to open the file with. Second, you need to be online the first time you play a secure digital audio file so that the media player can obtain a license from us. Music you download from our site in the Windows Media format is digitally protected and requires a license file to play. You should receive a license automatically when you reedem content or attempt to play it for the first time. However, there may be situations where this doesn't happen. For example, if the licensing server is temporarily unavailable, or if you are having problems with your Internet connection, a license cannot be delivered to you. Please ensure the following:

I keep getting a license failed message. (Back to Top)
In the license failed window there will be a message as to why it failed. The error message you receive should give you information on the specific problem. The most common problems are:

  1. The song may no longer be available, in which case you will not be able to acquire a license for this song. This will normally only be true for promotional files you may have obtained from our service. If the song is no longer available, then you can delete the file and try downloading a different one.
  2. Your player might need an update, in which case you will need to go to the media player's website and download the newest version.
  3. High traffic on the site may, at times, cause congestion, in which case you can attempt to acquire the license at a later time.
  4. The file may not be available in your specific country.

If you need further information on this, please email us the error message and some basic information on your computer: What web browser, OS, and player you are using along with the song title and where you downloaded it from. Submit this information via our customer service inquiry form http://help.neuroticmedia.net.

The license approved window keeps popping up when I try to play the song. (Back to Top)
Your browser or the song may not be communicating properly with your media player. This is common with Netscape and Windows Media Player or Winamp and Internet Explorer. The solution is to simply close the license window and press play on your media player.

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 can I resolve song license corruption issues? (Back to Top)
If you are running into licensing issues for secure WMA downloads obtained from our site, these will be displayed in license windows generated by your player (mostly in small player windows although some players will show you the error inside a browser window). Corruption of secure song licenses may cause one of the following errors to be displayed when you try to play a secure WMA song:

There are several possible causes for such problems, including:

To work around these issues, we highly recommend you backup your licenses onto a storage medium before making any of the three changes to your computer mentioned above. Next, when you are ready to try and recover your licenses from storage, make sure you first upgrade your browser and your player to the most up-to-date versions available.

Why don’t you support iTunes and Mac users? (Back to Top)
Mac currently does not support the playback of secure Windows Media files, with but a few exceptions. There are a few configurations of MAC OS and Windows Media Player that may still work if you have not updated your OS and WMP recently, but by and large, secure WMA file will not obtain licenses successfully and/or play on Mac.

Also, secure WMA files are not compatible with iPod or iTunes (including iTunes player on PC).

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 WMA 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 contact us via our customer service inquiry form. http://help.neuroticmedia.net Please provide us with information about the problem and tell us what media player, OS and browser you are using.