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Help

Help

1) I cannot log in OR It says my username does not exist.
2) I am receiving a message that states “Please verify username and password and try again” during my attempts to login to a site OR I forgot my password.
3) I can't purchase music because your store is telling me my e-mail address already exists.
4) I can't see your page at all or am receiving a message asking me to upgrade my browser.
5) I am getting a message saying that the store/download is not available in my country.
6) I am receiving a message that says the shop is unavailable.
7) How do I find what version of a browser I have?
8) Resolving Firewall Issues
9) I am getting an invalid code message.
10) I am seeing an information bar at the top of my browser that tells me the pop-up or download has been blocked.
11) My download process was interrupted. OR My download didn't complete.
12) I cannot find the file(s) I've downloaded.
13) My downloads won?t play.
14) The song plays for a few seconds, and then it stops and continues to do so throughout the entire song.
15) What happens if I lose my digital product? OR I no longer have access to my files after a hardware/software/computer change.
16) What’s the quality of the music files I’m buying?
17) What is DRM? OR Are my files DRM-free?
18) Why can’t I find the music or video that I want?
19) Is my computer compatible with your downloads?
20) Do you support iTunes and Mac users?
21) For best results when using Internet Explorer (Cookies, Browser Settings, Security) OR My browser blocked my download.
22) Are there territorial restrictions?
23) How long does it take to download a file to my computer?
24) Where should I save the downloaded file?
25) Can I burn my content onto a CD?
26) How do I transfer the files to my media player or portable device?
27) What is My History?
28) Can I remove a product from My History?
29) What is a media player?
30) Important Legal Notice
31) Music Content Advisory


1) I cannot log in. OR It says my username does not exist.
You may have registered under a different email address or username. This is often the case when people use multiple email addresses. You may have misspelled your username or password during registration. It is possible that you were unsuccessful in creating your account. However, this only applies to customers that have not downloaded in the store.
If you are still having trouble logging in, please contact Customer Service.(Back to Top)

2) I am receiving a message that states “Please verify username and password and try again” during my attempts to login to a site OR I forgot my password.
If you do not remember your password, please use our "Email Password" field on the Sign In page. If you do not receive an email reminding you of your password or if you received an error message stating “No registered email address found,” open a support ticket with Customer Service.(Back to Top)

3) I can't purchase music because your store is telling me my e-mail address already exists.
It seems that you were successful in setting your account on our system even if you did not get to complete your transaction. Another cause may be that you have signed up with us in the past. In both cases, click on the link for existing or returning customers and login using your email address and password. Complete your transaction from there. If you cannot recall your password, simply enter your email (username) in the “forgot my password” section and have it emailed to you. (Back to Top)

4) I can't see your page at all or am receiving a message asking me to upgrade my browser.
Your browser may not be compatible with 128-bit encryption, which is needed to interpret our secure (SSL) pages. This configuration is a norm in most browsers today, and that's why you may be called to upgrade the one you have. The use of SSL is for your own protection. We recommend you upgrade your browser.(Back to Top)

5) I am getting a message saying that the store/download is not available in my country.
If you have been flagged with a territorial restriction notice, it means that the store or file you are trying to access has not been made available to your country due to licensing rights and issues. (Back to Top)

6) I am receiving a message that says the shop is unavailable.
Unfortunately, this promotion is now over. Please note, promotional end dates are set by the record label, content owner, or client alone. Regretfully, we are unable to issue new downloads past this date. If you believe you've received this message in error, please contact Customer Service.(Back to Top)

7) How do I find what version of a browser I have?
Most users can find this information by going to the Help (or Tools) menu in the browser toolbar and selecting "About [Name of Browser]."(Back to Top)

8) Resolving Firewall Issues
Note: This may be especially relevant for consumers who are using a computer in a work environment which may be behind corporate firewalls. Remember that there can be both hardware-based and software-based firewalls in effect.

Please note that since this issue could be caused by a wide range of third party software installed on your computer or by your network configuration, we can only provide limited assistance. If your browser is set to allow cookies and you still can’t view our store and can’t download files to your computer, you may have some firewall, anti-spyware application, web accelerator or a security software installed preventing you from achieving your goals. Note that these types of applications may also cause other issues, such as preventing your downloads from completing successfully after it starts.

To address such situations, you may want to consult your network manager or a person who is well versed in the management of such applications and tools. If you are able to administer these changes on your own, we suggest you change your firewall and your anti-spyware configuration to allow cookies and/or allow downloads - which may mean temporarily lowering your security settings (at least during your shopping session and re-introduce those safeguards afterward).

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). If this is the case, you probably need to discuss the problem with your network manager or an IT specialist.

In closing, please remember that our customer service representatives can only provide limited information and support for third-party software programs and hardware tools.(Back to Top)

9) I am getting an invalid code message.
Codes are usually case-sensative. Please enter the code exactly as written paying close attention to the capitalization of letters as well as spacing. Please note: In many of our stores, a code can only be entered once before it is deemed "used" even if a download never took place or the download did not complete.(Back to Top)

10) I am seeing an information bar at the top of my browser that tells me the pop-up or download has been blocked.
In most cases, you can right click on the info bar and allow the pop-up or download to come through. If the download still does not come through immediately, you may have a small pop-up box on your screen that instructs you to click on the file name because your download may have been blocked. By following the instructions in this pop-up, your download should begin again. (Back to Top)

11) My download process was interrupted. OR My download didn't complete.
If you lost your internet connection during a track or album download or your process has been interrupted for another reason, please do the following:

- Do not try to open and play a partially-downloaded product
- Next, log out of your store account
- Close your browser and any other browser windows that may be open on your computer
- Open a new browser window and surf to our music store again
- Log in and click on My History (or My Downloads) to see a list of all available files; since you did not complete your download, you should find an active link to your files on the History page. You may restart your download from here without being charged or credits being removed.

Please note: The My History section is not available on all stores. If you do not have a My History section and are unable to try again or if your download does not contain an active link to try again, please feel free to contact us.(Back to Top)

12) I cannot find the file(s) I've downloaded.
To find a file once it has been downloaded, use the “Search” or “Find” option on your computer.

Windows XP Users: Click on the "Start" button and select “Search.”

Type .mp3 in the search box, and it will find all MP3 files on your computer.

Important note: It is also possible that your download may be in your Temporary folder. If this happens, the file will have an odd numeric name, and you will have to move it out of the Temporary folder in order to see the correct name and retrieve your file. Windows XP users: Please see the following instructions.

  • 1) Go to “My Computer” by clicking on Start and selecting “My Computer” or choosing the My Computer icon. Choose your hard disk drive-->Documents and Setting-->(Your Name)-->Local Settings-->Temporary Internet Files.
  • 2) Click on the word “Type” in the header to sort the files by file type. Next, scroll down to the file type labeled MP3. Look at the “Date Modified” column for the latest files modified. The latest one would likely be your latest download.
  • 3) Highlight the file, and drag it out of the Temporary folder and onto your desktop. You will notice that the file name, if previously shown as scrambled numbers, now changes to the name of the song you downloaded.
  • 4) Drag the file into your folder of choice for future use. We recommend you use your computer’s default My Music or My Downloads folders.

Windows Vista Users: We recommend opening your browser to find where your Temporary folder is located on your computer. In Internet Explorer 6, you will choose Tools-->Internet Options-->General Tab-->Settings under Temporary Internet files. Internet Explorer 7 and 8 users, choose Tools-->Internet Options-->General Tab-->Settings under Browsing History. You can then search your system for the folder.

-When using Windows and the Firefox browser, your online download should show in the Firefox download manager (Downloads pop-up or window), which usually appears in your task bar at the bottom of your screen. You should see something akin to "All files are download to: [Location]" at the bottom of the download manager. You can also right click on the file itself in the download manager and select "Open Containing Folder."(Back to Top)

13) My downloads won’t play.
Please ensure your computer meets our minimum system requirements. You may also need to upgrade your media player. Ensure you have a working internet connection and that the file did, in fact, download completely. Before trying to download again, please check our recommended computer/browser settings for best results(Back to Top)

14) The song plays for a few seconds, and then it stops and continues to do so throughout the entire song.
If this happens the first time you play the song (or video), it may mean that it is opening the song file as it is downloading and trying to play the file faster than you are downloading it. To avoid this situation download the song completely before starting to play it (or attempt to play it again upon completion of the download process).

If you have already completed the download process in full, this could mean a busy processor which is caused by too many applications running at once on your computer. To fix this, try exiting out of some applications on your computer to free up some processing power for the media player. (Back to Top)

15) What happens if I lose my digital product? OR I no longer have access to my files after a hardware/software/computer change.
We are not responsible for any lost downloads due to computer corruption, updates, misuse or malfunction, or loss of devices or CDs. We highly recommend that you maintain current backups of your digital library to ensure that you can recover it in the event that you lose your functional system. (Back to Top)

16) What’s the quality of the music files I’m buying?
The tracks available from our store are encoded using mostly MP3 audio format in high-end CD quality sound - normally 264kbps. We strive to ensure consistent high audio quality throughout our catalog. However, different bitrates are available for different products.(Back to Top)

17) What is DRM? OR Are my files DRM-free?
DRM stands for digital rights management, which is a method of copy protection that controls usage of media files. The majority of our offerings are MP3 files. MP3 files come DRM-free.(Back to Top)

18) Why can’t I find the music that I want
We're constantly adding new artists and downloads to our catalog, which already offers hundreds of thousands of songs. We are working with record labels, distributors, and artist management to offer you the broadest and best catalog of digital downloads possible. However, in a number of cases, we are limited by the desires of the artists or their management not to sell their music digitally online. If you search for an artist and do not find any results, it's possible that you typed your search correctly, but we don't have any downloads to offer you for that search at this time. You may also need to check your spelling as the content you wish to obtain may be available to you.

Many of our stores are specific to certain record labels or contain content based on the client's needs. In these situations, content can be limited to chosen downloads or designated content. If the store you are visiting is specific to a record label, you may wish to visit their website to explore the artists that they offer.(Back to Top)

19) Is my computer compatible with your downloads?
If you are downloading an MP3 file, then yes MP3s come DRM-free and are playable on all computers and most handsets. (Back to Top)

20) Do you support iTunes and Mac users?

Yes, our services support Mac users. MP3s and any other DRM-Free file can be downloaded and played on a Mac, in iTunes, on an iPod and iPhone.

MP3 songs, m4v videos, and other non-encrypted, in-the-clear online download formats (PDF, JPEG, etc.) will work on Mac, as will non-encrypted (no DRM) WMA and WMV files.

Note: Secure Windows Media Audio and Video (WMA and WMV) files are not compatible with the Mac OS or iTunes. Encrypted WMA files cannot be directly converted to any other format. However, encrypted WMA files you purchase or redeem can be burned to a CD several times and/or moved to WMA-supporting portable devices. Please be sure to check the file type if you are having difficulty playing a file on your Mac or in iTunes. (Back to Top)

21) For best results when using Internet Explorer (Cookies, Browser Settings, Security) OR My browser blocked my download.
We recommend using Internet Explorer as your browser and ensuring that the internet settings are set to accept all cookies.

Please try the following:

  • 1. Please open IE browser and click on Tool-->Internet Option-->Privacy. Please make sure the following is unchecked: Block pop-ups or Turn on Pop-up Blocker
  • 2. Next, please click on the Advanced button (under Settings in the Privacy tab) and make sure the following is checked: Override Automatic Cookie Handling - then choose - First Party Cookies (Accept), Third Party Cookies (Prompt), Check to Always allow session cookies, then click OK.
  • 3. Please make sure security levels are low (Tools-->Internet Option-->Security) and all firewalls are off.

We recommend the following:

Go to Tools-->Internet Options-->Security-->Custom Level button, and scroll down to the "Download" section. There should be three check boxes. Make sure they all say "Enable" so your browser may support in-window downloads. Please make sure you are not in the "ActiveX" section. Click OK. Please close and reopen the browser, and then try your download again.

When downloading, Please choose “Save” rather than "Run" or “Open.” Choose a location you will remember such as "My Music" or "Desktop". (Back to Top)

22) Are there territorial restrictions?
Usually, yes. Many songs have territorial restrictions that will prevent people outside of certain countries from retrieving the content. (Back to Top)

23) How long does it take to download a file to my computer?

The time required to download a file to your computer depends on the size of the file, the file type, and the speed of your internet connection.

Typical download rates for a 3 minute MP3 music 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

Your internet service provider can also provide you with information about the speed of your connection.(Back to Top)

24) Where should I save the downloaded file?
Most computers/browsers default to a certain location automatically - oftentimes, this is a folder called "My Music" or “My Videos” within the main "My Documents" folder on the hard drive. AOL users often default to "My Downloads" within their AOL folders and iTunes to their own iTunes music folders, etc.

You can always tell your computer where you want to save your files by opening your player of choice, and configuring the destination folder or location from the top options menu. You can also control this by changing your browser settings. However, we strongly recommend that you choose to save the file on your desktop from the download prompt so it is easier for you to access after the download is completed then moving the file to your desired location.

Important note: If you have not designated a folder of choice for your downloads yet, it is possible your download may have gone to your temporary folder. (Back to Top)

25) Can I burn my content onto a CD?
You can easily burn a CD from your MP3 files if your computer has CD burning capabilities. Many media players allow burning straight from their interface. Please visit the help section or website for your media player for more information on how to do this. Most WMA music that we sell also allows CD burning but with a limitation on number of burns. This is determined by the rights holder – which normally is the record label. For WMA files, please remember that in order to burn these to a CD, you must first acquire a license for each file. To do this, stay connected to the Internet while playing each file at least for a few seconds. The process of opening the file calls on the license. Once a file is licensed, you can burn it to CD-R and move it to portable devices. (Back to Top)

26) How do I transfer the files to my media player or portable device?
MP3 files come DRM-Free and are playable on all computers as well as many handsets and portable devices. You can transfer these to most portable devices and media players. (Back to Top)

27) What is My History?
A section commonly referred to as "My History" is available on many of our stores. This section lists content that has been previously downloaded from your account. Oftentimes, products may have a download button beside them. If you had trouble downloading the first time, couldn't find your file, or need to re-download for some reason, we recommend you visit your My History and look for the download action button.

Downloading from My History should not charge you or deduct credits from your account. (Back to Top)

28) Can I remove a product from My History?
Unfortunately, you cannot remove a product from My History at this time.(Back to Top)

29) What is a media player?
Media players are software programs used to play digital music and various other media files. Windows Media Player, for example, comes with the Windows operating system. There are other players available that can be downloaded for free such as iTunes, Real Player, and Winamp(Back to Top).

30) Important Legal Notice
The materials contained herein are protected under various laws. These materials are for non-commercial use only. Any reproduction, publication, further distribution or public exhibition of these materials, in whole or in part, is strictly prohibited. Any unauthorized use may subject the offender to civil liability and criminal prosecution(Back to Top)

31) Music Content Advisory
Because most tracks available for download are taken right from the master CD, there may be explicit lyrics in some music not suitable for all audiences. To help listeners and parents distinguish "clean" and "explicit" material, we have set up safeguards to inform you before you download a track with explicit content. Look for our “Explicit” and “Edited” marks on albums and tracks, and please assume that our marks mean exactly what they say. (Back to Top)

 

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