Troubleshooting MP3 Downloads

Install the latest version of the MP3 Downloader

1. Uninstall the Amazon MP3 Downloader from your computer using your computer's standard procedure:
   • PC: Go to Programs in your Control Panel and select Uninstall Programs.
   • Mac: Find the Amazon MP3 Downloader in the Applications folder and drag it to your Recycle Bin.
2. Visit the Amazon MP3 Downloader Installation page.
3. Click the Install button to begin downloading and installing the latest version of the MP3 Downloader.
4. Follow the detailed instructions on Installing the Amazon MP3 Downloader to complete the installation.

Select songs to download.

In a list view in Cloud Player, the Download button is inactive until you select items using the check boxes on the left side of every item. When you've selected at least one item the button will change colour and become active.

Download less than 500 songs from Cloud Player at one time.

Amazon Cloud Player limits selections to 500 items at one time, including downloads.

Install the latest version of the Amazon MP3 Downloader.

Before downloading, install the latest version of the Amazon MP3 Downloader. You may want to uninstall any previous versions of the Amazon MP3 Downloader you already have installed.

Possible cause:

• Your music was saved to default Downloader location.
• Your music was saved to default browser location.

Check the default save locations.

You have several options for downloading music. The save location for your music files may vary depending on the method you use. Here are the common save locations for each method:

I used the Amazon MP3 Downloader:

Music is stored in the "Amazon MP3" folder located within the "My Music" folder in Windows or the "Music" folder on a Mac. To view the default save location:

1. Launch the Amazon MP3 Downloader.
2. Click the View Download Folder button.

I used my Web browser to download songs one at a time:

You can find your browser's default save locations by checking the settings:

• Internet Explorer:
1. Select "View Downloads" from the Settings menu (gear icon).
2. Click "Options".
• Google Chrome:
1. Click the Tools icon in the upper left.
2. Choose Downloads.
3. Select Open downloads folder.
• Mozilla Firefox:
1. Select Tools/Options from the menu at the top of the browser.
2. View the "Save files to" option in the Downloads section on the General tab.
• Safari:
1. Select Safari/Preferences from the Apple menu at the top of the screen.
2. View the "Save downloaded files to" option on the General tab.

Double-click the file to complete the download.

If you find a file with the extension ".amz" in one of the default locations listed above, you need to open that file (normally by double-clicking) with the Amazon MP3 Downloader to complete the download.

• If the Amazon MP3 Downloader is installed: Double-click the .amz file to launch the Amazon MP3 Downloader and complete the download.
• If the Amazon MP3 Downloader is not installed: Visit the Amazon MP3 Downloader installation page and click the Install button. After the Downloader is installed, double-click on the .amz file to launch the Amazon MP3 Downloader and complete the download.

My purchase completed, but my music didn't download.

Possible cause:

• Your browser blocked the download from Amazon.co.uk
• Need to update Web browser settings.
• System settings prevented download.
• Need to associate browser with Downloader.

Retry the download from Cloud Player

Check the box next to your music in Cloud Player and click Download.

Install the latest version of the Amazon MP3 Downloader

1. Visit the Amazon MP3 Downloader install page.
2. Click the Install button.
3. Follow the detailed instructions on Installing the Amazon MP3 Downloader to complete the installation.

If you're not using the latest version of the MP3 Downloader, you may be missing improvements we've made to the download experience. If you're having intermittent problems, uninstalling and reinstalling the latest version of software may help.

Associate your Web browser with the Downloader

1. Visit the Amazon MP3 Downloader installation page.
2. In the "Troubleshooting" section, find the sentence "If you have already installed the latest Amazon MP3 Downloader, click here to enable it for use with this browser".
3. Click the "here" link to enable the Downloader for use with your browser.

Adjust your Web browser, firewall, or anti-virus settings

• Allow Cookies from Amazon: Cookies work with Amazon.co.uk to confirm your purchases and manage your downloads. Enable your browser to accept cookies from Amazon to successfully download files.
• Allow Pop-ups from Amazon: Set your browser to allow pop-up windows from Amazon. The Downloader works with your default browser and will launch new windows to help you complete purchases and downloads.
• Enable Downloads from Amazon: Add Amazon.co.uk to your list of trusted sites or allow downloads from Amazon.co.uk if your browser, firewall, or anti-virus software displays a security warning.
• Enable Download Notifications: Your browser could be blocking file downloads without notifying you. Enable automatic prompting for file downloads in your browser's security settings so you know if your browser is blocking downloads.

Check your Internet connection.

Amazon Cloud Player requires an Internet connection to access your music.

Check your Internet browser to make sure it's supported by Cloud Player.

Cloud Player supports the latest versions of Internet Explorer, Firefox, Safari, and Chrome. Cloud Player doesn't support Opera, Internet Explorer 7 and below, or Firefox versions below 3.5. To update to the current version these supported browsers, click on the links below:

• Internet Explorer: http://windows.microsoft.com/en-GB/internet-explorer/products/ie/home
• Google Chrome: http://www.google.com/chrome
• Mozilla Firefox: http://www.mozilla.org
• Safari: http://www.apple.com/safari/download/

Check your authorised devices.

Device authorisation is required to access Cloud Player from a mobile phone or tablet. If you already have 10 devices authorised, or if your device has been transferred between accounts within the last 180 days, your access to Cloud Player may be blocked. To resolve this, see Device Authorisation.

Valid payment method

You must have a valid payment method on file to access Amazon Cloud Player.

Are you trying to create a Cloud Player account from outside of the UK?

Amazon Cloud Player is only available to customers in the United Kingdom from Amazon.co.uk.

Manage Authorised Devices

Amazon Cloud Player allows you to authorise up to 10 devices. This includes mobile devices and different computers.

You can deauthorise a device at any time by going to the Amazon MP3 Settings page and the device slot will be available in 30 days. At any time during the 30 days you can reauthorise the device. You can clear all device authorisations once every 365 days. This will immediately clear all device authorisations and make them available to any device, without a 30 day waiting period.

Amazon Cloud Player is only for individual use and use that complies with our Terms of Use. If you feel you've reached your device limit in error or need further help, please contact customer support by clicking on the "Contact Us" button on this page.

The import button is grayed out.

Make sure you have Adobe Flash installed on your computer. If you do not have flash installed, the Import my music button will remain inactive. To install Flash you can go to http://get.adobe.com/flashplayer/. Make sure you are on a supported browser and supported device.

If the import button is still greyed out on Amazon Cloud Player for Web, this indicates that you are not running the latest version of Adobe Air which is required to run the Amazon Music Importer.

To remedy this, please uninstall the Amazon Music Importer and reinstall from Cloud Player. During installation you will be prompted to install the latest version of Adobe Air.

The Importer can't find music on my computer.

Unsupported music: The Importer only supports certain music files.

Music isn't in iTunes or Windows Media Player.

If your music is not located in one of these applications on your computer, it might not be found during the Amazon Music Importer's auto scan. If this happens, choose the option to Browse for more music or Browse for music stored elsewhere on your computer and choose the location that your music is stored. Alternately you can close the Importer, click Import your music to run it again, and choose Browse manually.

The Amazon Music Importer isn't working

The Importer works on Macs and PCs with the following hardware and operating systems:

• PC: Windows XP, Windows Vista, Windows 7 or Windows 8
• Mac: Mac OS X running on Intel based hardware

If you have one of these operating systems, please contact us for more assistance.

Upgrade to Cloud Player Premium.

If Cloud Player is already storing 250 songs (the maximum for free Cloud Player usage), you can subscribe to Cloud Player Premium and import up to 250,000 songs.

Enable Google Chrome to use Adobe Flash Enabler

To import your music using Google Chrome, you must enable Chrome to use Adobe Flash Enabler. If you clicked "Deny" in the Chrome bar, go to your Chrome Settings and follow these steps:

1. Open Google Chrome and click the Menu button
2. Click Settings
3. Click Show Advanced Settings
4. Scroll down to the Privacy section and click Content settings
5. Scroll down to Unsandboxed plug-in access
6. Click Managed Exceptions
7. Change Deny to Allow from the drop-down menu

Use Internet Explorer, Firefox, or Safari to import your files.

Locate these purchases on your computer and import them to Cloud Player.

Only eligible past MP3 purchases will be delivered to Cloud Player. Eligibility may be limited due to licensing restrictions or for other reasons.

Amazon MP3 music downloads cannot be cancelled after they have been purchased.

Additional information about our return policy for Amazon MP3 Music Downloads is available here.

If you click the Buy now with 1-Click button on any Digital product detail page, your order will be automatically charged to the default payment method on your account and automatically delivered.

Possible cause:

• Problem during download or download didn't finish.
• File has errors.

Contact Customer Service.

If you downloaded your music and it doesn't play correctly, please contact us. We'll help you troubleshoot any download problems and check the file for errors.

In some cases it may help to download the file again. Log-in to Amazon Cloud Player for Web, locate your purchase in the Purchases playlist, select it, and click Download.

Download your file from Cloud Player.

Your bonus content is saved to Amazon Cloud Player, and will need to be downloaded from Cloud Player to your computer. To find this content, click Albums and then click the album you purchased. The bonus content will be listed alongside the songs.

Media information for your music, such as PDF booklets and cover art, are saved to your Downloader's default save location. To view the default save location:

1. Launch the Amazon MP3 Downloader.
2. Click the View Download Folder button.

Check Windows Media Player for videos

You can find videos downloaded with a music purchase in Windows Media Player. Here's how:

1. Launch Windows Media Player.
2. Click on the Library tab and select "Video" from the drop-down menu.
3. Your video should appear in the list of available media.