System Configuration
Download Troubleshooting
File Format And Compatibility
Other Issues
System Configurations
Enabling cookies in your
Browser (Back to Top)
You must ensure your Internet Browser is set to accept first-party cookies. Typically,
you can change this privacy setting from the top menu of your browser but the exact
location of this feature may differ between browsers. Here is how you make this
change in Internet Explorer:
- On the menu, go to Tools-> Internet Options -> click the Privacy
tab -> click the Advanced button -> check "Override automatic cookie handling,"
and then choose to "Accept" First-party Cookies.
Certain browsers may require you to store www.hipdigital.com as a “Trusted Site.”
This is also done from the top menu. For example, in Internet Explorer, select Options
from the Menu. Click on the Security Tab. Next, select Trusted Sites and
click on the 'Sites' button to add a new trusted site. Uncheck the box that
reads 'Require server verification (https:) for all sites in this zone'. Type in
the URL of our store.
You will need to close all your open Browser windows after you make the changes,
and then re-launch the browser into a new session and revisit our store.
Enabling Internet Explorer to
Allow Download Properly (Back to Top)
Your Browser must be set up to enable downloads. Typically, you can change this
privacy setting from the top menu of your browser but the exact location of this
feature may differ between browsers. Here is how you make this change in Internet
Explorer:
- On the menu, go to Tools-> Internet Options -> click the Security
tab -> under “Security level for this zone” click the Custom Level button ->
scroll down to “Downloads” and here check “Enable” for both "Automatic prompting
for file downloads" and “File Download” - then choose “OK”
and “OK” to save your new setting.
Certain browsers may require you to store www.hipdigital.com as a “Trusted Site.”
This is also done from the browser menu. For example, in Internet Explorer, select
Options from the Menu. Click on the Security Tab. Next, select Trusted Sites
and click on the 'Sites' button to add a new trusted site. Uncheck the box
that reads 'Require server verification (https:) for all sites in this zone'. Type
in the URL of our store.
You will need to close all your open Browser windows after you make the changes,
and then re-launch the browser into a new session and revisit our store. If you
already ordered songs and could not previously download them, please visit the My
History section. Your available downloads will be listed and you can start
the download process again from there.
Resolving Firewall Issues
(Back to Top)
This issue could be caused by a wide range of third party software installed on
your computer or by your network configuration issues. As such, we can only provide
limited assistance.
If your browser is set to allow cookies and you still can’t view our site properly,
then you may have some firewall, anti-spyware application, web accelerator or other
security software installed on your computer which could be blocking our cookies
and preventing you from viewing pages.
Alternately, your network configuration or proxy server settings could be blocking
cookies and also blocking downloads (this is common if you are attempting to interact
with the store from an office location where your IT department has installed security
measures that affect your interaction with Web sites).
Download Troubleshooting
Will these files work on my
computer? (Back to Top)
Here is a breakdown of the System Requirements your PC should conform to in order
to download music from our site:
- Operating System: Windows 98 SE and above (Windows 2000 and XP are fine), MAC OS.
- Internet Connection: High Speed DSL or Broadband.
- Media Player: MP3 is the most widely accepted format for Media Players.
- Internet Browser: Internet Explorer 6+, Firefox 1.5+ or Safari.
If your system conforms to the above specification and you were unable to play the
test file successfully, please email customer support at: support.michaeljackson@myplaydigital.com.
How can I find a file once it has
been downloaded? (Back to Top)
To find a file once it has been downloaded, use the Search or Find option on your
computer to locate the file. To bring up the search window click on the "Start"
button and choose Search, or click on My Computer on the desktop and double click
on the hard drive, or press Ctrl-F. Type *.mp3 in the search box that appears, and
it will find all MP3 files on your computer. The file you just downloaded should
be amongst the files listed.
The song I selected did not
download to my computer. (Back to Top)
This may be due to an intermittent problem with the Internet or with temporary server
downtime. Wait short period of time, and try to download again. If you are still
experiencing problems or you cannot find the file on your system please contact
support.michaeljackson@myplaydigital.com.
My downloaded songs won’t play.
(Back to Top)
Please ensure the following:
- Your computer meets our minimum System Requirements
- The song has downloaded fully to your computer
The song stops playing
and then starts again throughout it's entirety. (Back to Top)
This happens with dial-up connections because your connection can’t get the song
data as fast as it’s being played. Download the song completely, before playing
it to avoid this situation.
If the song has been downloaded and the issue persists, you may have too many applications
running simultaneously. Free up some processing power by closing some applications,
and attempt playing the song again.
How long does it take to
download a song? (Back to Top)
The time required to download music to your computer depends on two factors; the
size of the file, and the speed of your Internet connection. File size will dependant
on whether the file is a single track or an entire album. Typical download rates
for a 4 minute MP3 track of 3.5MB size are:
- 28.8k modem = 20-25 mins
- 56.6k modem = 10-15 mins
- ISDN = 5-10 mins
- Cable / DSL / T1 = less than 1 min
I lost internet connectivity
while I was downloading. What do I do? (Back to Top)
This may be due to an intermittent problem with the Internet or with temporary server
downtime. Wait short period of time, and try to download again. If you are still
experiencing problems or you cannot find the file on your system please contact
support.michaeljackson@myplaydigital.com.
File Format and Compatibility
What format are these Michael Jackson
songs and album in? (Back to Top)
All Michael Jackson albums and songs are offered in MP3 (MPEG Audio Layer-3).
What is the advantage of MP3
over WMA files? (Back to Top)
WMA files contain Digital Rights Management (DRM). DRM allows content owners to
determine how music files can be used and prevents illegal file sharing. In order
to play or burn a DRM encrypted music file, you must have the Windows Media Player
and a PC. WMA files will not work on a Mac. MP3 files can be played on any computer,
software program or portable device that supports MP3 files. There are no licensing
restrictions for playing, burning or sharing. The sound quality for either format
is identical.
What kind of MP3 Players can I play
my music on? (Back to Top)
MP3 files can be played on any portable digital player, including iPod ™.
I can’t find information on my problem in your Help section. (Back
to Top)
If you are experiencing an issue that has not been covered in the FAQ section, please
email us at
support.michaeljackson@myplaydigital.com. In order to help us serve you best, please
provide us with the name and version of your media player, operating system and
Internet Browser.