Troubleshooting for Nokia Music

To enable cookies, do the following:

1. Open the Control Panel in Microsoft Windows.
2. Go to Internet options.
3. Go to the Security tab
4. Set the Security level to Medium

If you are using Internet Explorer 7:

Click Tools > Internet options

Under Privacy tab you may choose to adjust the level from Accept All Cookies up to Medium

Only the album art that is embedded in the music file is transferred from your PC to your mobile device. 

If album art is missing in Nokia Music Player, it can be added on your PC manually in either of the following ways:
1) To add an image that is stored on your PC, right click on the album in your music library in Nokia Music Player and select Edit album details > Album artwork > Update album artwork > Change.
2) To update album art through Nokia Music service, right click the track or album name in Nokia Music Player and select Get album artwork.

If album art is missing in your mobile device and if there is no option to add/change it with music player, please, check that album art is available in Nokia Music Player. Then delete the track from the phone and import it from Nokia Music Player again. Now the mobile device should display album art. If the album art still does not show on the device, try step 1 (adding the art manually from PC).

To protect your music we recommend that you make a backup of all your music. In case you cannot restore your purchaced music, you can still do limited number of re-downloads from Nokia Music store. To re-download, sign in to Nokia Music store and select Account > Download history.

You can reset your DRM -folder simply by renaming it. Before proceeding with the following, please note that one license count will be used when resetting your DRM folder. Proceed with this only if Nokia Music tracks cannot be played, and if there is an error message reporting a DRM related problem. To reset the DRM -folder on your PC, first close Nokia Music Player or Windows Media Player if running, and complete the following:

1. By default DRM -folder is hidden so, you need to make it visible:
- In My Computer (windows XP) or Computer (Windows Vista and 7) windows select Tools > Folder options (if cannot see Tools -menu, press Alt -key from your keyboard to get it visible).
- In the window that appears, select the View tab.
- Select Show hidden files and folders.
- Deselect Hide extensions for know file types.
- Deselect Hide protected operating system files.
- Select Apply to save the settings and then OK to close this window.

2. Locate your DRM folder. In Windows XP folder it is located at C:\Documents and Settings\All Users\DRM and in Windows Vista and 7 at C:\ProgramData\Microsoft\Windows\DRM
3. Rename the folder to DRMBACKUP (or something similar).*

Once you have done the folder reset you can change Folder options back to default/previous settings (step 1).

If the DRM protected tracks from Nokia Music Store are now played, your system will perform a security upgrade, which resets all the necessary DRM files. Each track requests a new license when first played.
If you are still receiving the error message, the DRM component can be manually installed from http://drmlicense.one.microsoft.com/crlupdate/en/crlupdate.html (Use Internet Explorer for this link). Once upgraded, try to play your downloaded tracks again. Each track should then request a new license when you first played.
If this doesn't help either, contact Nokia Care and include the exact error message received.



*) Occasionally, attempting to rename this folder will cause an Access Denied error. If this occurs, do the following:
Reset the DRM security component by going to http://go.microsoft.com/FWLink?LinkID=34506 and Clicking upgrade to upgrade the DRM security component. If the Upgrade button is greyed out You may need to install the Active -X control by right clicking on the security banner at the top of the window and choosing Run Active X Control then clicking Run when the security window pops up.
Note: When you access this site through Internet Explorer on a Windows Vista and 7-based computer, you may receive a user account control popup message that requires that you enter the administrator password to continue.
If you are running Windows Vista or 7 x64 and the Upgrade button on the site listed earlier in this step appears dimmed, you will have to start Internet Explorer by using an account on the computer that has Administrative privileges in order to continue.

The activation PIN code in the Nokia Music Unlimited sales package can be used only once. If the PIN code is attempted to be used again, the message 'Sorry, this PIN has already been redeemed' will appear. To access the Nokia Music service, click on Sign in and enter the account details.

If you have an Nokia Music Unlimited subscription on your Nokia Music account, you should be able to download music from Nokia Music for free. If you are being asked to purchase tracks, please check the following:

• Use Nokia Music Player to access Nokia Music.
  
• Once logged in to your Nokia Music account, make sure that you are using your Registered PC. To confirm this, go to Account > Music account, and scroll down to Registered devices.

If you are still unable to download free music, for example if you cannot find your username or you do not have the option to register the PC, contact Nokia Care and make sure to include the IMEI number of your Nokia Music Unlimited (Ovi Music Unlimited or Comes With Music) device. To get the IMEI number, press *#06# on you mobile device. You will then find the IMEI number (a k a Serial number) displayed on the screen.

These two errors are generic connectivity errors and could have many causes such as loss of connectivity to the internet, internet connection timing out due to high network traffic, internet connection interrupted due to a laptop entering sleep/hibernate mode etc...

Basic troubleshooting steps would include:

• Check that the internet connection is still working correctly by browsing to any website with web browser.
  
• Check that there are no third party security programs blocking access to the Nokia Music Store. The best way is to disable the security software, as a test, to see if the message disappears and functionality is restored.

If the problem persists then it would indicate a high network load for the Nokia Music service. This can be solved by simply trying to download the desired track at a later time. 

Contact Nokia Care if this problem isn't resolved by any of the processes detailed above.

Music purchased and downloaded with Nokia Music on your mobile is delivered in MP3 or MP4 (eAAC+) format.

Pre-paid credits are valid for one year.
To check the validity of your pre-paid credits, go to Nokia Music store web page or open the Nokia Music Player and select Account > Sign-in > check validity.
The validity of credits acquired with a PIN code may vary. If your pre-paid credits are due to expire, contact Nokia Care and request an extension of 365 days.
Note that credits aquired by PIN code are not eligible for an extension.

Download speed may be affected by the following factors :

• Network speed. Try using a wireless Local Area Network (WLAN) connection when downloading to your mobile device, or download to your PC and transfer the tracks to your mobile device using Nokia Suite, Nokia Music player (S40 and Symbian), Nokia Link (Meego), Zune application (Nokia with Windows Phone) or Windows Phone application (Nokia with Windows Phone 8).
• The type of Memory Card/Mass Memory you are using.