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Troubleshooting Downloads
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Downloading Purchased Backing Tracks:
(* 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.

Troubleshooting
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 possibilities here.

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 page

A. The Product Delivery page can be accessed by clicking on the URL link you received in your
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:

http://www.mp3backingtrax.co.uk/shop/deliver.html

or

http://www.mp3backingtrax.co.uk/shop/deliver.php


Q3. When I click on the Download button a message says "Direct access to this script is not allowed"

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. Occassionally 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 Trax

A. See the zip help page (http://www.mp3backingtrax.co.uk/zip.htm).


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 play them.

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 process and/or
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 changing the
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:

http://www.gozilla.com

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


Related Links:

Downloading Samples - Troubleshooter

Shopping Cart problems

PayPal ordering problems

Help for AOL users

zip files

FAQ

Email support: email@mp3backingtrax.com