Audio Download
Troubleshooting

     
 

Our audio downloads are designed to be fast and easy to use. Please check the questions below before contacting support. If you still need help, please feel free to contact us.

1. How do I download and extract the media files?

Click on the download link which appears in your email receipt. When the "file download" box appears, select "save" and save it to a location that you can remember. If it doesn't work the first time, or times out, don't worry. Simply start over and download it again. You can download the files as many times as you need to get a complete copy of the media files.

All of the media files are in one (or sometimes two) zip file for easy data transfer. Once you have downloaded the file, you will need to extract all of the files out of the zip file. You can unzip (extract) the files using Windows. To extract the files using Windows XP, right-click on the zip file, select "open with" then select "compressed (zip) files." Now, select "extract all files" in the blue menu area to the left. This will launch the Windows extraction wizard. Be sure you select a location that you can remember as the destination for the extracted (unzipped) files. To extract the files using Windows Vista, right-click on the zip file and select "extract all files."

2. The download stopped mid-stream, or the download file is corrupted.

There was probably a temporary internet interruption during the download process which prevented the complete file from downloading. Simply delete the corrupted file and try again by clicking on the download link provided in your email receipt. You may want to wait a few minutes before attempting to download again to give the system time to stabilize. You can download the file as many times as you need to, in order to get a complete copy.

3. What is my Username and password? Where can I find them?

Each time you purchase a downloadable product (or products) from us, we generate a unique username and password that you can use to access all of the files for that title. The username and password are located just below each product title in your email receipt.

4. I tried to enter my username and password but it did not work..

Your username and password are case sensitive, please be sure to enter them exactly as they appear in your receipt.

To avoid errors, we recommend that you copy and paste your username and password from your email receipt using Ctrl-c (copy) and Ctrl-v (paste).

5. How do I burn audio CDs of my media files?

You can create audio CDs of your download titles that can be played in any audio CD player (in your car, at home, etc.) These audio CDs also become a permanent backup of your purchased files, so you will always have your files no matter what happens.

We recommend that you use Windows Media Player to burn audio CDs of your files. Audio CDs can hold approximately 1 hour of audio. Most of our download titles are too long to fit on a single audio CD, so you may need to use multiple CDs. Windows Media Player will indicate how many CDs you need and which files will fit on each CD.

  1. Open Windows Media Player. Select the "Burn" tab at the top. Locate the "burn list" on the right side.
  2. Now, using Windows, navigate to the folder where you saved the audio files after extracting them.
  3. Select all of the audio files that you want to put on the audio CD.
  4. Then, drag and drop them into the burn list. If you have trouble dragging and dropping files into the burn list, it means that you have not extracted the files from the zip file yet. (Please see #1 above.)
  5. Make sure that all of the tracks are in the correct sequence in the burn list. If not, simply re-sort the list by clicking on "burn list" and choosing "sort > by title."
  6. Place a blank CD in your CD burner.
  7. Click "Start Burn" to begin the conversion and burn process.

6. How do I transfer the audio to my iPod or MP3 player?

You can transfer your files directly into iTunes and import to your iPod using iTunes. For MP3 devices, you can use the software that came with the device, or use Windows Media Player as follows:

  1. Open Windows Media Player. Select the "Sync" tab at the top. Locate the "sync list" on the right side.
  2. Now, using Windows, navigate to the folder where you saved the audio files after extracting them.
  3. Select all of the audio files that you want to transfer to your device.
  4. Then, drag and drop them into the syc list. If you have trouble dragging and dropping files into the sync list, it means that you have not extracted the files from the zip file yet. (Please see #1 above.)
  5. Make sure that all of the tracks are in the correct sequence in the sync list. If not, simply re-sort the list by clicking on "sync list" and choosing "sort > by title."
  6. Click "Start Sync " to begin the sync process.

7. Do you have live telephone support?

Yes, you can call us toll-free for live technical support during business hours (Monday through Friday, 8 am to 5 pm central time) at 800-457-2523 or 801-943-3590. Or, you can contact us anytime by email.