Downloading Purchased Backing
(* Note - We recommend you use a PC running
Windows XP and Internet Explorer 5 or above to download - the
following troubleshooting help files have been written specially
for this type of set up)
1. To download your tracks, click
on the link you received in the email sent to you (or type it
directly in to the address bar of Internet Explorer).
2. Copy & Paste or
type in the Log-in email and password that was emailed to you.
3 Left-Click the "Download" button. Choose a folder
on your hard-disk (eg My Documents or My Music) and save the
file to this folder.
When the download has completed,
go to the folder where you saved the Track and unzip it. Play
the track through immediately afterwards to check that you have
downloaded the entire track.
Most downloading problems can be attributed to users mis-typing
or using the wrong username
(login email) and/or password. You MUST log in with the email
address and password on the email receipt you received. The
login email and password are case-sensitive and should be TYPED
in exactly as they are on the email receipt you received . Also,
if you have a firewall installed or high privacy settings on
your system, your PC may block the download. If this happens,
we suggest you disable your firewall or reduce your privacy
settings until the download is complete (you can re-enable them
afterwards if you wish).
There are a number
of known issues with browser downloading and mp3 playing software
conflicts are becoming more commonplace. Although we cannot
provide technical support regarding problems you may have with
your computers configuration and downloading capabilities (you
should contact your computer vendor for this), we like to help
you wherever possible and the following are the questions we
get asked most frequently:
Q1. I've successfully paid for my
Trax but haven't received any email with the download link.
A. There are three
1....You may have mis-typed your email address when you made
payment (it's easily done and
a common occurence)! If you have mis-typed your email address
even by one wrong letter or digit,then the email containing
the download link will not get to you. If you suspect that this
has been the case, email
us for support (we should be able to obtain your correct address
from the email you send us).
2....The download links are emailed to you from our server a
few seconds after your payment has been authorised (which can
take anywhere betwen 15 minutes and 12 hours depending on your
card and payment method). Wait a little while for the email
to come through to you. However, if you are still not in receipt
of it after 12 hours has passed please email
us for support.
3...Are you using
a work-place email address? Most work-places have firewalls,
high privacy settings, and anti-spam filters running on their
computers which often treat the email that our
shopping cart sends out as "spam" (because it comes
from an automatic emailing system). Ask
your IT department to reduce the security settings on your machine
to allow emails to be received and downloads of large files
enabled. If they are unwilling to do this, it is better that
you order from home using another (personal) email address.
Q2. I can't access the Product Delivery
A. The Product Delivery
page can be accessed by clicking on the URL link you received
email receipt. If clicking on the link in your email receipt
does not take you to this page, "copy
and paste" the following URL directly in to the address
bar of your browser:
Q3. When I click on the Download
button a message says "Direct access to this script is not
A. The "Direct access to this script is not allowed"
message is a message your PC gives you if cookies are blocked
in any way. This is usually caused by your Internet Explorer privacy
settings being set to high. Some firewalls have been known to
block cookies too.
Q4. I can access the Product Delivery
page but can't log-in
A. The login email
and password are case-sensitive and need to be entered exactly
as they are
on the email receipt you received. Some email programs have
been known to insert extra hidden
html code in to the login email address which renders it unusable.
First, try TYPING in the login
email address and password. If that doesn't work, try "copying
and pasting" the login email
address and password in. Take special care if copying and pasting
because it's very easy to make a mistake and copy a blank character
either side of the password or login - this makes your login
or password 1 or 2 extra characters long and so in effect, you're
typing in an incorrect password!
Q5. I can access the Product Delivery
page, I can log-in, but I can't download
A. Do you have a
firewall or anti-virus installed on your sytem or do you have
high privacy settings on your browser? If the answer to this
is yes, your PC may block the download. If this happens, we
suggest you disable your firewall or reduce your privacy settings
until the download is complete (you can re-enable them afterwards
if you wish). It should be said that there are a number of known
issues with browser downloading (especially AOL
browsers) and mp3 playing software conflicts are becoming
more commonplace. Although we cannot provide technical support
regarding problems you may have with your computers mp3 playing
configuration and/or downloading capabilities (you should contact
your computer/software vendor for this), to make the download
process as smooth as possible, we recommend that you use Microsoft
Windows XP and Internet Explorer 5 or above to download Trax.
Q6. Instead of downloading the file,
I download an htm page or php page
a customer reports that he/she downloaded a web page instead
of the product file. If this has happened to you, it's most
likely you've saved the delivery page (using "File/Save
as" in Internet Explorer) instead of clicking the "Download"
button. As far as we know there is no other way to get an html
file from that page.
Q7. I don't know how to unzip my
A. See the zip help
Q8. My Trax won't download - the
download page shows on the screen but nothing happens.
A. Your browser
or operating system is probably not configured to download.
You can either change your configuration settings (not recommended
for non-advanced users) or use a dedicated download manager
such as the free program GoZilla (see bottom of the page) to
handle the download.
Q9. My Trax download, but I can't
A. Have you unzipped
them (see Q1)? There are now hundreds of mp3
playing software programs around and they all vary in the way
they handle/play/manage your mp3 files. Most users usually have
more than one player on their computer (eg Real Player, WinAmp,
Windows Media Player, MusicMatch jukebox etc). Conflicts between
players on the same system have been known to arise and some
programs tend to be a little "aggressive" (especially
Real Player). Usually the installation of one player will take
over from the previous player and "monopolize" your
system as the default player. Your mp3's will then start to
behave differently. A solution is to un-install player software
that you do not use in order to minimise the risk of conflicts
on your system.
Q10. One of my trax only plays half-way
through then cuts off.
A. Your Internet
connection has been broken at some point during the download
the data transfer speed has been reduced to a "trickle"
and forced the download to be abandoned midway through. This
is more common with the "free" or "24/7"
type ISP's because they tend to share the bandwidth with you
and other users, but it is becoming more common with "fully
paid for" services as well. Poor connections are more prevalent
at "busy" times (when internet traffic is at it's
highest). To detect broken downloads, play your Trax immediately
after you have downloaded them to check that they have downloaded
fully. If they haven't, try downloading them again.
Q11. When I download my Trax I find
that my browser has changed the file extension.
A.On some Windows
computers, after downloading and unzipping an audio file, Internet
Explorer 6 may change the mp3 file extension to mpga. This happens
only on some configurations but if you are experiencing this
problem then your media player must be configured to play mpga
files as well as mp3. Real Player has been known to cause problems
of this kind. Although the mpga file extension can usually be
simply renamed to mp3 by right-clicking the file and selecting
"rename", this cannot be guaranteed to work and may
damage the file. A far safer way is to change your configuration
settings (not recommended for non-advanced users) or use a dedicated
download manager like GoZilla to download your Trax (see below).
Q12. My browser won't download/save
my Trax - it wants to "play" them instead
A. Most versions of Internet Explorer are configured by default
to "play" multimedia files rather than "save"
them. This is the most common problem and is easily solved by
configuration settings of IE (ie tell it NOT to play multimedia
files). You'll find the relevant settings in <Tools/Internet
Options/Advanced>. If you set your browser NOT to play multimedia
files, it will then give you an option to "save" instead.
Dedicated download managers
Browsers (eg Internet
Explorer, Netscape Navigator) are not necessarily always the
best programs for managing downloads. Although they are excellent
for downloading web pages, they often struggle With larger file
sizes such as mp3. A dedicated download manager is therefore
recommended if you are frequently experiencing problems. One
of the most popular download managers that our customers use
is GoZilla. You can download it for free at:
GoZilla is a download
accelerator and download management system. It has very comprehensive
error recovery and download auto-resume capabilities - extremely
useful in the event that you should unexpectedly lose your connection
mid-way through a download. It will even resume downloads from
the point where you left off hours before. The newest version
(Version 4.11) adds support for Windows XP, Internet Explorer
6, and Netscape 6. It will work hand in hand with your browser
and once installed, you can download your Trax by right-clicking
on them and selecting "Download with GoZilla" This
will prompt GoZilla to take over the download process
Samples - Troubleshooter
for AOL users