Whether you are just looking for a guide detailing how to use your Windows Download Player or
you have an issue that you need resolving, you can find the answers here.
Want to know how to interact with your player? We've created a bunch of short guides and videos to help you.
Installing Download Player is fast and simple, but we've wrote a guide to help if required.
There may be a time you need to upgrade your version of Download Player to get new featues.
Sometimes the occasional computre will require you to set the file permissions manually.
In the odd occassion your device may appear full, this will cause issues with your player not being able to download content.
Having problems with your Windows Download Player? Around 95% of the issues reported to us can be easily detected and resolved on location by you. If your Windows Download Player fails to start correctly, please check the following:
We have compiled a list of Frequently Asked Questions for your Windows Download Player.
Once you have installed your player, the music may not start to playback
instantly. The player needs to download its media and music playback
will not start until at least 10 tracks from the current playlist have
been downloaded. If you have a multi-zone player, the tracks for the
zones will be downloaded in order, so zone 1 should be the first to
start playing its music.
Your player checks once every hour to see if a new music update has been
sent to it. As soon as the player detects a new update, it will
automatically download the playlists and media associated with it. You
will hear the new tracks playing shortly after this time.
If you delete or uninstall the Download Player software, you can
re-download the player setup file from the website and then install it
If for any reason the computer that your Download Player is running on
gets turned off you can easily get your player working again. Simply
turn the computer back on and your player should start playing
automatically when windows loads (there is a setting in the Download
Player's options that allows you to select if the player starts
automatically). If once your computer has loaded, the Download Player
has not automatically restarted, double click the "Download Player" icon
on the desktop and the player will load.
It could be one of a number of reasons:
Your licence key is authenticated against an individual PC. If you change
from a wired to wireless internet connection, or vice-versa, then some
of your PC's settings will also change. This will cause the licence
authentication to fail, as the authentication request will be seen to be
coming from an unknown PC.
If you do change your internet connection in this way, we will need to
know, in order to reset your licence key for you. You can request that
we do this for you by emailing us at email@example.com or
by sending us a message requesting a licence key
Ensure that the CD/DVD-ROM drive is functioning and that the activity
light is lit, showing activity on the drive. Ensure that both the disc
and the disc drive are clean and clear from contamination of dirt or
dust. Also make sure that the hard disk on the player is not full, as
this would prevent the tracks from being copied to the player.
You must be logged on with a user account that has administrator
privileges on the PC for the disc to run.
The User Account Control (UAC) setting for the current user must also be
turned off. You can check this by accessing the Control Panel on the PC,
then navigating to the User Accounts section. From here select the "Turn
User Account Control on or off" link for the current user. This will
present you with a tick box that you must untick and then press OK.
Please check the following:
By default your player plays the tracks in the playlists that have been
profiled to play at set times of each day. If these playlists are not
automatically being selected by the player at different times of the
day, for example your evening playlist is playing regardless of the time
of day, it could be due to one of the following reasons:
This is probably due to the artist collision setting you have set. Please
check in the options (click the spanner icon in the Download Player to
access the options section), then under the Playlist section, you can
change the artist and track collision settings. These settings prevent
either the same track, or two tracks by the same artist, playing within
X tracks of each other. If this is set too high, this could cause only
one track to get playlisted. By lowering your artist and/or track
collision settings you can amend this issue.
If you have read through our FAQs and you still cannot determine why your
Download Player has stopped playing, please ensure you know the answers
to the following questions and then call us on 0044 (0)1246 572 997 to
resolve you issue. On the PC the Download Player is installed on:
You cannot currently change your music profile yourself. Please contact
your Music & Media team to request changes to your music profile.
This could be due to the artist and/or track collision settings. In the options of the Download Player (click the spanner icon in the Download Player to access), under the Playlist section, you can change the artist and track collision settings. These settings prevent either the same track, or two tracks by the same artist, playing within X tracks of each other. If this is set too high, this can cause the system to be unable to select a track that has not played within the threshold set, but by lowering your artist and/or track collision settings you could amend the issue.
Failing this, there could be an issue with the profile that you have set on your player. To resolve this problem, please contact us.
Our support team is available 24/7 for any questions.
+1 888 305 3430 (24/7 Helpline)
+44 (0) 1246 572 997 (24/7 Helpline)