Frequently Asked Questions (FAQs)

We have compiled a list of Frequently Asked Questions for your Windows Download Player.

When will my Download Player start playing music?

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.


When will my Download Player receive its media update?

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.


What should I do if I uninstall or delete the Download Player?

If you delete or uninstall the Download Player software, you can re-download the player setup file from the website and then install it again.

Notes:

  • You will have to log in using your web account details to access the download section of the website
  • If you plan to uninstall your Download Player, you may want to backup your media first, so that you do not have to download it all over again.
  • The media can be found in a folder called media in the install path of the player.
  • By default the player's install path will be either c:\Program Files\DownloadPlayer\ or c:\DownloadPlayer\, but yours may be different if you chose another location whilst installing your player.


What happens if there is a power cut/failure or the computer that the Download Player is running on gets shutdown?

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.


Why is there a problem with the sound coming from the Download Player?

It could be one of a number of reasons:

  • Check that the volume level of the PC is not set too low and is not set to mute.
  • Check the audio system equipment that is attached to the player to ensure that it is plugged in/connected and is working correctly. Also, ensure that multi-channel devices are connected and try a reboot.
  • If tracks are being "cut off" then the track duration may have been set up incorrectly, if this is the case, contact us to let us know and our music gurus will help you out.
  • There is also a possibility that the audio file has not been transferred correctly to your player, giving you partial playback of the track. Our Music gurus can help again, by re-sending you a music update. Contact us to let us know.

I have changed from a wired to a wireless internet connection; why is my Download Player not working?

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 service@downloadplayer.net or by sending us a message requesting a licence key reset.


I receive my media updates on disc, why is the update disc for my Download Player not working?

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.


Why is my licence key not working?

Please check the following:

  • Is the date and time set correctly on the PC that the Download player is running on?
  • Can you browse (in an internet browser; such as Internet Explorer) to https://www.musicstylingonline.com and see the log in page of the website. If not then please check your internet connection.
  • Has your licence expired? You can check this by logging into your account and checking in the Download section. If your player is in offline mode you get a licence that will last for 90 days. When you receive a new update (via disc) your licence is automatically renewed, giving you a further 90 days. Alternatively, if you have changed your PC and/or internet connection you will have to ask us to reset your licence key for you. To request that we do this for you get in touch requesting a licence key reset.


Why is the wrong playlist currently playing?

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:

  1. A playlist has been manually loaded

    Within the player you can manually select which playlist you want to play, for example if you wanted to play your evening playlist in the morning you can do this. In order to make the player automatically select the correct playlist for the time of day again you need to resume your timetable.

    To do this, within the Download Player, navigate to the required zone, select the ":Profiles": tab towards the bottom left of the screen, then right click in the ":Live": window to the right and from the menu that appears, select the "Resume Timetable" option. After the current track finishes playing, the correct profile for the time of day will load.

  2. The system date and/or time is incorrect

    Make sure that the system date and time is set correctly. If your computer is set to 5pm even though it is actually 8am, your Download Player will load the playlist that should be on in the evening rather than the morning playlist.

  3. You profile is not correct

    If the two steps above do not solve the issue, it is possible that there is an issue with your profile. Please contact our media department by phone on 0044 (0)1246 572 996 or email us from the Contact Us/Feedback section of the website, explaining the issue and requesting that we check your profile.


Why does my playlist only show a single track?

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.


Why has my music stopped playing?

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:

  • Is the date and time set correctly?
  • Can you browse (in an internet browser; such as Internet Explorer) to https://www.musicstylingonline.com and see the log in page of the website.
  • Has the network connection been changed (e.g. from a wired to a wireless connection), or has the network card or PC been changed?
  • Check out our full troubleshooting guide for help getting back online.

How do I change the tracks in my music profile?

You cannot currently change your music profile yourself. Please contact your Music & Media team to request changes to your music profile.


Why is the same track repeating over and over on my player?

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.


Still not resolved your problems after reading our FAQs? Check out our Troubleshooting guide or report your problem to our technical team and we will be in touch to get you back up and playing.