General
What are Philadelphia Orchestra Downloads?
How much does it cost?
What do I get?
What's the difference between MP3 and FLAC formats?
Why is FLAC more expensive than MP3?
Can I use a dial-up modem or do I need a cable modem or DSL?
Can I download performances I've purchased from multiple computers?
Can I get a refund?
If I've purchased a performance on MP3, can I "upgrade" to FLAC?
Contact Customer Service

Solutions to Common Problems:
Help! The Download Manager won't work for me!
How Do I Download the files I've purchased?
What do I do if I couldn't download my performance within 48 hours?
Why am I having problems registering as a new user?
How do I burn FLAC files to CD?
How do I listen to FLAC files?
Why is there a gap or click before each MP3 track?
Why won't the labels align properly?
Why am I having problems buying performances?
How do I download an entire performance at once?


Technical
What are the recommended specs for enjoying Philadelphia Orchestra Downloads?
How do I download the performance I purchased?
Is there a cumulative list of all the performances that I've purchased?
How do I burn Philadelphia Orchestra Downloads to CD?
Can I copy performances onto my portable player?


Troubleshooting
Where's My Download?
The performance I downloaded is incomplete. Can I download again?

Links and Software

General

What is www.thephiladelphiaorchestra.com?
This service allows fans to buy and download files of soundboard recordings from current Philadelphia Orchestra performances very soon after the performance has happened. These audio recordings are mixed and mastered each night by the Orchestra's sound engineers.

How much does it cost?
The price of each performance is based on format and length. Each performance is available in two formats: MP3 (standard) and FLAC (premium). Pricing can be found by clicking on a particular performance page.

What do I get?
After completing the purchase process you may download the entire performance or album in the format you've chosen. For those who wish to burn the performances to CD, we have created for many of our performances printable PDF files for the CD labels, booklet, and tray liner. The color files are printable on ink-jet and laser printers, and use NEATO templates.

What's the difference between MP3 and FLAC formats?
We have chosen two of the most popular audio formats among the online community: MP3 files are the standard format, and FLAC files are the premium format. With both MP3 and FLAC files you can continue to use your favorite audio applications and CD burning software. For a list of recommended software, look here. The standard MP3 files, encoded at 256 kbps VBR (near-CD quality) are easy to download, easy to burn to CD, easy to transfer to portable players and sound great. However, MP3 files are compressed and therefore may not sound quite as good as the original source recording to a critical ear. MP3 files are versatile enough to use on both your computer and home stereo system. Many portable players that play digital music files can only play MP3 files. For fans who desire higher fidelity, we also offer a premium format. FLAC is a "lossless" compression which means that the source audio file is compressed, but without sacrificing any of the audio information contained in the master recording. An extracted FLAC file sounds identical to the original source (44.1 kHz, 16 bit stereo). The hi-fi FLAC files are much larger files and will take longer to download. These files are for audiophiles who want the best sound quality. FLAC files may be burned to CD or you may listen to FLAC files on your computer with the free FLAC software. Be sure to check compatibility with your favorite software or portable player. New to downloading? We recommend starting with the standard MP3 format. Please note that there is currently no FLAC software for any Mac OS prior to OS X.

Why is FLAC more expensive than MP3?
FLAC downloads are more expensive because they cost more to deliver to you. A performance compressed in FLAC is typically three to six or more times the size of a performance in MP3, and therefore costs substantially more to deliver over the internet.

Can I use a dial-up modem or do I need a cable modem or DSL?
The rule of thumb is the faster the better. You can download performances from thephiladelphiaorchestra.com on a dial-up modem, but it may take about several hours for one performance in standard MP3 format. On a cable modem or DSL it typically takes only minutes to download a performance in MP3 format.

Can I download content I've purchased from multiple computers?
Yes, you can download files from a computer other than the one you originally purchased the performance on. You will have 48 hours from the time you start downloading to completely download all the files for each purchase.

Can I get a refund?
No. Due to the liberal distribution methods we have chosen (i.e., shackle-free unencrypted files), all sales are final. All purchases from www.thephiladelphiaorchestra.com are subject to the Terms of Use.

If I've purchased a performance on MP3, can I "upgrade" to FLAC?
Again, all sales are final. If you want to hear a performance or performances in a different format that you've already purchased, you'll need to go through the purchase process again.

Solutions to Common Problems

Help! The Download Manager won't work for me!
The new Download Manager ("nugster") requires the latest version of Java. The Download Manager will work on both Macintosh OS X and Windows XP with either Internet Explorer, Firefox, or Safari browsers. Below are step by step instructions for using the Download Manager. If for some reason you are unable to use the Download Manager, you may always download manually by clicking the Manual Download link.

1. First we will check that you have the latest version of Java installed and that it is enabled in your browser.
2. If you see the screen below, then click the Start Download button to launch the Download Manager and skip to Step 6.
   
3. If you have a problem on this page, please make sure you have Java and JavaScript enabled in your browser for LiveDownloads.com.
4. If you see the screen below then click the Download the latest Java Runtime link to install Java on your computer.
   
   
5. Follow the instructions on the Java web site to install Java on your computer. Once the installation is complete, please close your browser, reload the download manager window and return to Step 2.
   
6. The first time you launch the Download Manager, your browser will prompt you to accept the security certificate for the Download Manager. This certificate ensures you that the code is secured by nugs.net enterprises, LLC, the company that powers the Philadelphia Orchestra Online Music Store. Please make sure the checkbox is checked to Always trust content from the publisher and click the Run button.
   
7. The Download Manager will prompt you to choose where to save your files. Please select the folder where you want to save your files, or create a new folder. Then click the Start Download button.
   
8. Once your downloads start transferring you may monitor the progress and start listening to each file once it is completely downloaded. Each filename will turn blue when complete and you may click on it to listen to it.
   
9. Once all your downloads are complete you can click on each file or right-click a file to open the folder where you saved your files.
   

How do I download the files I purchased?
Please follow these instructions:

1. Please make sure to log in to the site with the email address you used to purchased your files. Click the LOG IN link at the center of the top of any page on LiveDownloads.com to log in.
2. At any time, you may return to the MY DOWNLOADS page to view the status of all your purchased downloads.
3. Click the START DOWNLOAD link next to the item you would like to download.
4. Please review the instructions above for our Download Manager.

Once you start a download, you will have 48 hours to complete that download. Please note: if you experience problems downloading particular tracks from a given show, you may return to download those tracks again for up to 48 hours from the time you started to download that show. If you continue to have problems downloading some or all tracks from a particular show, please contact customer service rather than attempting repeated downloads. Every download attempt (whether successful or not) adds significantly to the operational costs of Live Downloads, especially in the case of FLAC files - the long term viability of this service relies on users successfully downloading purchased shows on their first attempt.

What do I do if I couldn't download my files within 48 hours?
If you have technical difficulties downloading all the files for a show you've purchased within 48 hours of the time you started to download that show, please contact customer service. The "My Stash" page will always show how much time you have left to download each show you've purchased. PLEASE NOTE: you can start downloading your files whenever you like -- the 48 hour period starts only when you initiate your download.


Why am I having problems registering as a new user?
To register with www.thephiladelphiaorchestra.com, click the LOG IN link at the top of any page. A login window will pop open. Click the REGISTER HERE link to create a new user account. Make sure you use a valid e-mail address when creating a new account. You will need to have cookies enabled to use www.thephiladelphiaorchestra.com. In Internet Explorer, enable cookies by selecting Tools>Internet Options>Privacy>Edit. Make sure you are not refusing cookies from www.thephiladelphiaorchestra.com.

How do I burn FLAC files to CD?

WINDOWS USERS:

We recommend using Nero with the free FLAC plugin to burn FLAC files directly to CD. Download the FLAC files you have purchased and drag the FLAC files for each disc onto Nero and burn your CDs according to Nero's instructions.

If you do not wish to use Nero, please follow these steps:

1. Download the FLAC files you have purchased.
2. Extract your FLAC files to WAV; simply drag all your FLAC files onto the free FLAC front-end software and click the DECODE button.
3. Drag the WAV files onto your favorite CD burning software.

1. Make sure you are running Mac OS X (10.3 or later) and the latest FLAC software.
2. First you must expand your downloaded FLAC files to AIFF. We recommend using xAct.
3. Download the FLAC files you have purchased.
4. Launch xAct
5. Click "decode" in the top tool bar.
6. Click the "add" button
7. Find the FLAC files you purchased.
8. Hit the Decode button.
9. Select the folder where you want to save the decoded files.
10. Drag the decoded AIFF files onto your favorite CD burning application and follow that software's instructions for burning CDs.

How do I listen to FLAC files?

1. Install Winamp and the FLAC plugin for Winamp, which comes with the FLAC Front-End installer.
2. Drag your FLAC files onto Winamp and enjoy!

1. You may use MacAmp Lite X (1.5b) to play your FLAC files on OSX.
2. Simply install and launch MacAmp Lite and queue up your FLAC files and enjoy!

How do I download the performance I purchased?
Each performance is available for download by piece. Please be sure to log in to the site with the e-mail address you used to purchase the performance. After you have purchased a performance, browse to that performance's page and click the DOWNLOAD button. The Download Manager window will open with a list of all of the pieces for that performance.

WINDOWS USERS:

MANUAL DOWNLOAD:
(Internet Explorer and Firefox)
1. You may download pieces individually by clicking on a piece title.
2. An alert box should appear prompting you to save the file.
3. Select a folder to save the file into and click the SAVE button. Please make sure you have enough free drive space to save the entire performance.
4. Repeat for each piece.

DOWNLOAD ENTIRE PERFORMANCE AT ONCE:
(Currently only available for Microsoft Internet Explorer 6. Soon to be available for Firefox.)
1. Click the red DOWNLOAD ENTIRE PERFORMANCE button at the bottom of the window.
2. A small window will pop open prompting you to choose a directory to download into. Select the folder where you would like to save this performance. Please make sure you have enough free drive space for the entire performance.
3. The Download Manager will load the list of all of the pieces for this performance.
4. The Download Manager will automatically start downloading your files.
5. If you have any problems, please contact customer service.

MAC USERS:
The DOWNLOAD ENTIRE PERFORMANCE is not currently available for Mac, but will be soon. Please follow these steps to download one piece at a time:

1. Hold down the CONTROL (CTRL) key on your keyboard and click on a piece title.
2. Click "Download Link to Disc" from the popup menu.
3. Choose a location on your hard drive to save the file and click Save. Please make sure you have enough free drive space for the entire performance.
4. Repeat this process for each piece.
5. If you have any problems, please contact customer service.

Please note: if you experience problems downloading particular tracks from a given performance, you may return to download those tracks again for up to 48 hours from the time you started to download that performance. If you continue to have problems downloading some or all tracks from a particular performance, please contact customer service rather than attempting repeated downloads. Every download attempt (whether successful or not) adds significantly to the operational costs of Philadelphia Orchestra Downloads, especially in the case of FLAC files - the long term viability of this service relies on users successfully downloading purchased performances on their first attempt.


Why is there a gap or click before each MP3 track??
Every MP3 file has at least 20 milliseconds of silence at the beginning of it. Unfortunately, this part of the MP3 format and cannot be removed. Most MP3 players (such as Winamp) remove these moments of silence automatically upon playback by cross-fading between tracks for seamless transitions.

Why can't I print the labels correctly?
All the CD labels, tray inserts, and booklets are in Adobe Acrobat format (PDF). The labels are designed for Neato label templates, available here. Please make sure you have Adobe Reader 6.x (available for free at http://www.adobe.com).

Please adjust your print settings in Adobe Reader as follows:

1. Page Scaling: NONE
2. Auto Rotate and Center: CHECKED

Technical

What are the recommended specs for enjoying Philadelphia Orchestra Downloads?
Please note: we do not recommend downloading FLAC files on a dial-up modem. If you are on a slow connection, please purchase MP3 files instead of FLAC.

Windows
Windows 2000, XP, or later
512 MB RAM
100 GB Hard Drive (a larger hard drive is optimal)
Pentium IV 1GHz or faster (or equivalent)
Cable Modem or DSL
Internet Explorer 5.5 or later, or Firefox
Sun Java Runtime 5 or later

Mac OS
Mac OS X (10.2) or later
1 GB RAM
100GB Hard Drive (a larger hard drive is optimal)
Cable Modem or DSL
Latest version of Safari or Firefox web browsers
Sun Java Runtime 5 or later

Is there a cumulative list of all the performances that I've purchased?
Simply click on 'My Downloads' at any time once you've logged in, and you'll be taken to a page that lists all the performances you've ever purchased. The "My Downloads" page will always show how much time you have left to download each performance you've purchased.

How do I burn my Philadelphia Orchestra Downloads to CD?
General Note:
To avoid those 2-second gaps between tracks on audio CDs, make sure you use the Disc-At-Once (DAO) option in your CD burning software or set number of seconds between tracks to ZERO

MP3
The easiest way to burn MP3s to CD on either Mac or Windows is with iTunes, available for free from Apple. Please follow these steps:

1. Download the MP3 files you have purchased.
2. Launch iTunes.
3. Make sure you have set the gap between songs to zero by selecting Edit>Preferences>Advanced>Burning and selecting NONE from the "Gap Between Songs" pulldown menu.
4. Click the + button in the bottom left corner of iTunes to create a new playlist. Name the playlist whatever you like (for example, "My CD")
5. The new playlist you created will appear in the left pane of iTunes. Click on your playlist.
6. Locate the MP3 files you downloaded from this site and drag these files onto iTunes.
7. Place the files in the correct order by dragging them up or down in the playlist window.
8. Click the BURN DISC button in the upper right corner and insert a blank CD.
9. Enjoy your music!

FLAC
Please look here for instructions for Mac and Windows.

Can I copy performances onto my portable player?
Yes, MP3 files may be freely transferred onto your favorite portable device. FLAC files have to be uncompressed and converted into other file types (i.e. WAV or MP3 files) to be playable on a portable player. Use the software that came with your portable player to copy Philadelphia Orchestra Downloads onto your player.



Troubleshooting

Where's My Download?
Make sure to remember where you saved your files each time you download. If you can't remember, you can search your hard drive for files named ".mp3" or ".flac".

The performance I downloaded is incomplete. Can I download again?
Yes, you may download the performances you've purchased again if your download was incomplete. You have 48 hours from the time you start downloading to completely download your purchased files.. If your download time has expired please contact customer service


Links

Need Further Assistance?
Contact Customer Service by phone or email.

General Information and Software
www.cdrfaq.org

FLAC
FLAC installers for Windows, Mac OSX, and Linux

Stand-Alone FLAC Plugin for Nero (Windows)
xAct (Mac OSX)
MacAmp Lite X (Mac OSX)

CD Burning
Nero (Windows, to burn FLACs or MP3s to CD)

Toast 7 Titanium (Mac OSX)
iTunes (Mac or Windows, to burn MP3s to CD)

MP3 Players
Winamp (Full FREE Edition for Windows)
iTunes (Mac or Windows)

FLAC Players
Winamp (Full FREE Edition for Windows) with FLAC plugin.
MacAmp Lite X (Mac OSX)