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SUPPORTFREQUENTLY ASKED QUESTIONS (FAQ)
Q:
Your products say
that they are an expansion pack. Does this mean that I have to
buy additional software to be able to use it? A: No previous software from us is required to use any of our products. A "Musician Expansion Pack" is simply the name and trademark of our product line. Q: I can't get the sound to work. I can't hear the examples. A: 1. Make sure that your sound controls are set correctly by opening the "speaker" icon at the bottom right of your computer screen. Make sure that the volume levels are not set too low, and that the "mute" box is not checked for WAV, Synth, or MIDI playback. 2. If you are running the MIDI version of this software on a laptop computer system, check your soundcard an make sure that it has MIDI playback capability. We have found that there are issues with some RealTek soundcards in laptops that do not have the capability to play MIDI at all. You will need to contact the manufacturer of the soundcard installed in your system for further assistance. 3. If you are running the MIDI version on either a laptop or desktop computer, open your Windows control panel, and depending on the version of Windows you are running open either the "Multimedia" or "Sounds and Audio Devices" control. Find the section that defines MIDI playback and select "Microsoft GS Synth" or similar playback device. 4. If you have an SB Live audio card, open the Windows Control Panel, open the Sounds and Audio Devices control panel, select the Audio tab, in the MIDI Music Playback section select the SB Live SW Synth as the playback device. 5. If you are
running the AUDIO version of this software, you must have an MP3
player installed on your system. Example players are Windows Media Player, and QuickTime. Both of these players have a
free version available for download. Q: I get an error when the application starts up. A: You must have Microsoft Internet Explorer v4.0 or above installed on your computer system for this application to work. The program uses the IE4+ DLL extensions to enable the use of multimedia. Q: When I place the CD into the drive I get an error that it is unable to read the disk. A: First test your CDROM drive with a different CD to make sure that your drive is working properly. If your drive is working, check the CD for scratches. If there are deep scratches on the CD, it may not be readable by your drive. There are CD repair devices available that you can use to repair small scuffs and scratches on CD's; check with your local computer store to see what is available in your area. In all cases, always put your CD's in a sleeve or case when not in use to prevent scuffs and scratches on the media surface. If this is a brand new CDROM, please contact us through the link at the bottom of this page within 14 days of your purchase for a replacement. Q: Do these programs work with a Macintosh? A: Yes and No. The "Book on Demand" versions of our products are compatible with all computer systems that have a PDF viewer available including Macintosh and Unix systems. Our interactive application versions will only work with the Microsoft Windows operating system. To open the zip compressed file, you will need a decompression tool for the Macintosh that will open zip files. One utility can be found here: Macintosh: Zip It! Q: Can I make a copy of my CD? A: Our CD's are copyrighted. You may not copy or distribute our CD's or content in any form. We will pursue those who violate U.S. copyright law, the Digital Millennium Copyright Act, and the Berne Convention with any of our products. This applies to download delivery and physical mail delivery purchases on CD. Each version of our products are internally keyed with unique transaction codes that are generated from the original purchase and are easily traceable to the owner. Q: How do I open the file I just downloaded? A: You must have a program installed on your computer that allows you to unpack internet industry standard ZIP files. You can obtain one of these utilities from:
If you already have a program that will open ZIP files, but you are getting an error when opening the file, try downloading the file from our servers again. Although rare, there is a chance that the file became corrupt through the download process. Q: I can't open the book on demand. A: You must have a portable document file viewer installed on your computer in order to open the book on demand. There are several PDF viewers available for different computer platforms (Windows, Mac and Unix). You can obtain a free copy of Adobe Acrobat Reader from Adobe Systems at the following URL: Q: The program installs, and starts, but when I select a lick the program hangs. A: First make sure that the audio card in your system supports MIDI, WAV and/or MP3 formats. Check with your computer manufacturer. This is a reported problem with the Realtek audio card and/or Realtek card drivers on laptop computer systems. Some of these cards do not allow MIDI playback. This issue has only been reported with the MIDI version of our products, not digital audio versions. If you are running the AUDIO version of this software, you must have an MP3 player installed on your system. Example players are Windows Media Player, and QuickTime. Both of these players have a free version available for download. Q: I received an email for my order but I don't see a link to download my purchase. A: Our order confirmation and download email links are in HTML format. Most industry standard email clients allow you to read HTML formatted email messages. You will need to check with your email software provider to find how to enable HTML email viewing. If your mail reader does not support HTML links, we include a string at the bottom of the email that you can copy and paste into your web browsers URL/Address field to complete your download. Q: I placed an order but did not receive an email from you. A: Check your spam folders and spam filters. Spam filters are great tools for the most part, but they are not perfect. Many times, messages are incorrectly labeled as spam by automated spam filtering software based on criteria that is not 100% accurate. Some filters simply reject mail based on keywords like "Free" or "Congratulations"; go figure... We are not responsible for our email not being delivered to you due to automated spam filtering software. If you aren't sure how to find your spam folder, you will need to contact your Internet Service Provider (ISP) for instructions. Yahoo: Filtered mail is sent to your "Bulk" folder. MSN Hotmail: Filtered mail is sent to your "Junk" folder. Q: When I try to run the program from the file I downloaded or from the CDROM, I keep getting a Repair or Remove dialog box. A: You are attempting to
re-install the software. The download that you unzipped, and
the CDROM are only used to install the software. If the
software is already installed, the installation program will ask you
if you want to repair or remove the installation already on your
machine. You do not need to have the CDROM in your drive to
run the program; if you place it in your drive, the installation
program will run and give you this issue.
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