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Frequently Asked Questions (FAQs)

When will my Download Player start playing music?

Once you have downloaded your player and installed it, the music will not start to playback instantly. The player still needs to download its media and music playback will not start until at least 10% of the current playlist’s music has been downloaded. If you have a multi zone/channel 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 update has been sent to it. As soon as the player detects that a new update has been sent out, it will automatically download the playlists and media associated with the update. 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 just re-download the player setup file from the website at and then install it again.

Please note that you will have to log in using your web account details to access the download section of the website. Also, 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. By default the media can be found in C:\Program Files\DownloadPlayer\media\.

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 the player is running on gets turned off you can easily get your player working again. Simply turn the computer back on and your player may 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, if 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 your Music & Media team.

There is also a possibility that the audio file has not been transferred correctly to your player, giving you partial playback of the track. Your Music and Media team can help again, by sending you a music update.

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 request will be seen to be coming from an ‘unknown’ PC.

If you do change your internet connection in this way, we will need know, in order to reset your licence key for you. You can request that we do this for you by calling us on 0044 (0)1246 572 997 or by using the Contact Us/Feedback sections of the website and send us a message requesting a licence key reset.

Why is the update disc for my Download Player is 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 un-tick 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 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 onto and going to the Download section. If your player is in offline mode you get a licence that will last 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. You can request that we do this for you by calling us on 0044 (0)1246 572 997 or by using the Contact Us/Feedback sections of the website and send us a message 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 selected channel/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 you 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 is 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 this section) and change the artist collision setting.

Why has my music stopped playing?

If you have read through our FAQs and you still can not 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:

1) Is the date and time set correctly?

2) Can you browse (in an internet browser; such as Internet Explorer) to and see the log in page of the website.

3) Has the network connection been changed (e.g. from a wired to a wireless connection), or has the network card or PC been changed?

How do I change the tracks in my music profile?

You can not 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 again on my player?

Make sure that the artist collision setting is not set in the options/setting section of the Download Player. This prevents two tracks by the same artist being played back to back. Failing this, there could be an issue with the profile that you have set on your player. To resolve this problem, please contact your Music & Media team.