This page contains tips for downloading files and accessing the following Digidesign websites:
You can also find information on creating a personal account for these Digidesign websites, plus login and account information for the Digidesign User Conference
I already registered on the Digidesign User Conference, but when I tried to log on using my email address and password on other areas of the website, I got an error message saying: "Sorry, the following error occurred: The E-mail/Password is invalid." I tried clicking on the "Forgot Your Password?" link and entering my email address, but I never received an email or my password. What's up with that?
The Digidesign User Conference (the DUC) at duc.digidesign.com uses a separate database and with its own registration information. Even if you already have a DUC account
Some of the following areas of the Digidesign websites are on different servers, but all of these share one registration database:
You may be registered on the DUC, but not on these other Digidesign websites. To register on the DigiStore, for instance:
If you get the message: "Sorry, we were unable to create your account for the following reason(s): The E-Mail address specified already exists." Then follow the directions and link back to the login page and click on: "Forgot Your Password???" and your password will be sent to your email address.
Remember that you need to allow or enable cookies in your browser preferences. See FAQ #30 for instructions on enabling cookies.
Once you have created an account for any of these areas of the Digi websites, your login and password will work for ALL areas listed above other than the DUC.
You're not doing anything wrong, but you might not have the right browser version. Most often this is a problem with your browser version or configuration. Download the latest version of Netscape or Internet Explorer and run the installer. Or you may only need to install a more "secure" version of the browser you are running now in order to use the secure transaction process at the DigiStore. Security updates are available for both browsers, either at their website or from sites like www.versiontracker.com for Mac downloads, or www.download.com for Windows and Mac downloads. We have seen this even with some users with IE version 5.5 for windows, but an earlier version of 5.5 that did not contain the latest security update.
AOL users with slow connections trying to download large files will find that AOL will sometimes automatically disconnect them after so many minutes of what AOL considers inactivity, if you are not actively browsing another page every 15 minutes or so. There are some third-party applications to avoid this:
For other problems with AOL, see FAQ #26
No, you need to allow or enable cookies in your browser preferences. See FAQ #30 for instructions. If this doesn't work, you may need to delete existing cookies, and enable cookies again. It also may have something to do with the way your account is setup. Check the other suggestions in FAQ #15
5. I purchased an upgrade on the DigiStore to Pro Tools 5.1.1, Pro Tools LE 5.1.1, MP3 Export, MP3 Option, or D-Verb RTAS. I was not able to complete the download the first time. When I go back to the store, I can't find my order. How do I get back to my download?
The following instructions for returning to your software download are in the email confirmation and receipt sent to you at the email address you entered in your order:
Go to this link -
Enter the following information:
If you are still unable to access your order, send a copy of your receipt and any additional details to email@example.com
If you did not receive your email confirmation due to incorrect email address or other mail delivery errors, please include as many details as possible, including your name, the order number if you saved it, and date of purchase.
Remember, if you purchased an upgrade of the Pro Tools LE or TDM software on the DigiStore, it will be shipped to you automatically whether you download or not. Using the additional option to download is not necessary. If your internet connection is too slow or you have other difficulties downloading, you will still receive the upgrade shipment.
These 3 items are not available on CD or other shipping media. They are only available as software downloads in electronic form. (* see exceptions for newer MP3 Option versions below)
* On the following systems, you can install MP3 Option from your Pro Tools CD:
To Install on these systems:
Probably not. This is a common error. The original files are not corrupted, but they are compressed using more recent Aladdin Stuffit compression technology. These files require Stuffit Expander version 5.1 or higher in order to correctly download and decode most of the Mac files on the Digidesign website. Some larger Pro Tools updates and installer files are MacBinary (.bin) files, compressed with Stuffit Deluxe 6.0. Once they are uncompressed, you will have a Self Mounting Disk Image (.smi) Double clicking on that will open the disk image with the installer and documents on it.
You can download Stuffit Expander 6 for free at the following address:
Note: If you download and install Stuffit Expander, you will be asked to restart your computer after installation so that the extension named "StuffIt Engineô is in your active extensions set. Make sure this extension is active in your Extensions Manager to use Stuffit Expander.
You should remove any older versions of Stuffit Expander from your hard drive, and install Stuffit Expander BEFORE you download your Pro Tools update. This will eliminate false errors from Expander versions prior to v5.1 such as "this archive is corrupted". Do a Find (Command F) on your hard drive for "expander" to see if you have an older version.
Mac Download File Formats:
.HQX BinHex format. ".hqx" files are the most reliable way of encoding files for transfer across the internet, including different server types such as UNIX. BinHex files are also larger than other formats, though, and not always the best choice for extremely large files.
.SIT Stuffit format. ".sit" files are the most compressed files created by Stuffit. These files require Stuffit Expander to open.
.SEA Self Extracting Archive. Stuffit self-extracting archives for Mac OS will self-extract on any Macintosh running OS 7.1.1 or later simply by clicking on them or dragging them onto the Expander icon.
.BIN "Bin" files are in MacBinary format. These Macintosh files are smaller than BinHex files and require Stuffit Expander v5.1 or higher to open.
.DMG Mac OS X Disk Image, compressed. Double-click .dmg files to mount the image on your desktop, or open with Disk Copy in your Applications/Utilities folder. Mac OS X required.
.SMI Self Mounting Image. ".smi" files consist of a self-mounting Disk Copy compressed image (.smi) file. Download this software to your hard drive and then double-click it to use it. You do not need Disk Copy to access .smi files.
There are other programs that may open some of these formats, such as HQXing for BinHex (.hqx) files and MindExpander for a number of different formats. Search www.versiontracker.com under BinHex or MacBinary to find out more about these programs and to download freeware, shareware or commercial versions.
Mac downloads (.bin, .hqx, .sea, .sit) require Stuffit Expander or other decoding utility. Newer Mac downloads require Stuffit Expander version 5.1.2 or higher. You can download Aladdin Stuffit Expander for Mac. Stuffit Expander is free and the latest version opens just about everything. Some previous versions of Stuffit Expander also require Aladdin's DropStuff with Expander Enhancer to open some files, but version 6.5 and higher will open all of these formats listed on the Aladdin website.
For additional help with Mac downloads, see this Apple Knowledge Base item:
Windows Download File Formats:
.ZIP .zip compressed files. Windows ZIP (.zip) format downloads should be downloaded to your local hard drive by choosing "Save to Disk", then expanded. Windows XP has the un-zip capability built into the XP operating system. After saving to your Desktop in Windows XP, right-click on the file and choose "Open". Other Windows operating systems require a Zip utility such as WinZip, PKZIP, or Aladdin Stuffit Expander for Windows.
.EXE Executable files. These can sometimes be run as installers or other applications from their web location, but it is best to download these to your local hard drive and then run the installer application.
Q: When I download a file from the Internet Stuffit Expander sometimes fails to expand it. Either Stuffit Expander launches then immediately quits as if nothing happened, or I get an error similar to one of the following:
A: The file is damaged, incomplete, or not in a format Stuffit Expander can expand. When downloading a file from the Internet, it is quite common that the download does not complete successfully. There are many reasons for such a failure. It can be anything from static on a telephone line to intermittent problems on the Internet during the download. It only takes a fraction of a second to damage the whole download.
The best solution is to download the file again perhaps choosing a different time of day, as problems on the Internet tend to be intermittent and localized to particular regions of the Net itself. Make sure that Call Waiting is disabled on the phone line your modem uses. While the download is in progress do not use the computer for any other purpose as another application demanding too to big a share of your processor's time might result in this sort of damage.
If after repeated attempts at different times and/or from different sources you are still unable to download the file in question you might suspect phone line noise. To check for this plug a telephone into your modem line and make a call (if you can call someone who can put you on hold without hold music this is perfect!). Wiggle the phone and modem connections checking for noise or loose wires. If you notice appreciable static on multiple days, consider contacting your local telephone service provider, they may be aware of issues in your area or able to test your line. (Tip: Many telephone service providers seem more responsive to voice troubles than modem troubles so emphasize these if present.)
If the message says the file is not in the right format this may still mean that the file is damaged and it is worth trying to download it again.
When you download and install Stuffit Expander, it will already be configured for most files, but you can make additional settings if you want.
To configure Expander to automatically open your downloaded files:
Another way to use Expander is to simply drag and drop the file onto the Expander icon. An expanded copy of the file will appear in the same place as the original.
Save the Mac file to your Windows desktop without expanding it. Transfer to the Mac on a CD or other removable device, or by ethernet or other network connection. Windows programs like WinZip may want to change the name of the file by adding "Zip" to the name. You can rename the file once you have transferred it to the mac.
It should be saved with the original name as one of the following depending on the download:
Most of the recent Mac files on the Digidesign website are .hqx encoded files. On these files, you can usually just change the file name to "name.hqx" on the mac, then open it with Stuffit Expander. Some of the larger downloads such as the Pro Tools 5.1.1 updaters are in Macbinary (.bin) format to save download time. These files should be in "name.bin" format on the mac.
For other problems downloading Mac files to a PC from the DigiStore, see FAQ #18
Save the .exe or Zip file or to your Mac desktop without expanding it. If you have already set up Stuffit Expander to "expand all available types" as in the instructions above, you will want to go to the Expander/Edit Preferences/Internet and UNCHECK Zip format before downloading. Transfer to the Windows machine on a CD or other removable device formatted for PC, or by ethernet or other network connection. If you burn it to a CD using a Mac CD burning application such as Toast, choose "ISO 9660" format for Windows compatibility.
If you purchased a Pro Tools or Pro Tools LE 5.xsoftware upgrade on the DigiStore, the upgrade package with CD will be shipped to you automatically whether you download or not. Using the additional option to download if available for that products is not necessary. If your internet connection is slow or you have other difficulties downloading, you will still receive the upgrade shipment.
As it states on the DigiStore if you click on the [more info] link,
product name or icon:
Pro Tools 6.x upgrades are only available on CD, there are no downloadable versions. For more information, see the Pro Tools 6.1 Q & A
When you create your account, you should follow these guidelines:
You can modify your email address or password if you already have an existing account on the DigiStore. Click on the "Your Account" link at the top menu bar on the DigiStore, login with your previous login and password, and edit the account to follow these guidelines.
Choose "Save to Disk", without renaming the file. Don't choose an application or plug-in. After you save the file and it has completely downloaded, you can open it with Stuffit Expander.
Unfortunately, you can't use the DigiStore to purchase products if your country is not listed. We have added as many countries as possible so far to the DigiStore. Due to international and local internet commerce regulations and other regulations involving import, export, and the location of our originating server in the US, we are unable at this time to offer use of the DigiStore to all countries. We will try to add as many countries as possible in the future, but for now the following is true as stated on the order form:
* If the country for Either your shipping OR your billing address is not listed as a choice under the country category, you will not be able to order using the DigiStore. We are only able to sell via the web to the countries listed, and we are only able to ship to those countries. If you live in a country that is not listed and order from the DigiStore using a false country as your address, we will not be able to change the shipping address and you will not receive the shipment. If you disregard these instructions and purchase a software download from a country we cannot ship to, you will not receive the shipping product and you will not be issued a refund whether you download or not after your credit card has been charged.
The Avid/DigiStore currently ships to 49 countries. For the complete list of countries that are available for ordering shipping OR download-only products, see the DigiStore Customer Support section. If your country is not listed on the drop down menu on that page, we can not process your order.
If your country is not listed, then you must purchase Digidesign hardware and software from your local Digidesign distributor or Digidesign office where you are registered. Certain items are only available through the DigiStore, and cannot be ordered elsewhere:
The Pro Tools FREE software is available for download, however, since it is a free download and country restrictions do not apply.
* For MP3 Export & MP3 Option, you can contact your local Digidesign Office to arrange payment if your country is not listed on the DigiStore.
18. I'm trying to download software from the DigiStore. When I click the download link, and choose "save link to disk." or "Save this file to Disk", the file that is downloaded is a very small file that downloads almost immediately. Is this what I'm supposed to download?
No, it sounds like your browser is trying to downloading the html page instead of Cold Fusion forwarding you to the download. This happens most often when someone is trying to download a Mac file to a PC on the DigiStore, but can sometimes happen with PC files as well. In either case, try choosing the option to "open this file from its current location" the first time the dialogue appears. This will bring up the dialogue box again. The second time the dialogue appears, choose the option to "Save this file to disk", and your software should begin downloading this time.
Also related: Sometimes on either a mac or PC, Internet Explorer may give you an "Unhandled File Type" and ask you to make a choice. Choose "Save File As..." and save to disk (remember where you save it). Once the download is complete, drag the downloaded file onto the Stuffit Expander icon to decode the file if it does not expand automatically.
You may need to create an account on the DUC first, even if you think that you already have one. Only one account per email address is allowed, and your initial registration and password is sent to your valid email address. The DUC runs on a separate database from the other areas of the website, so you need a separate account to access it. You can still use the same email address and password that you might have for your separate registration on the other areas of the website if you want.
Many areas of the Digidesign websites require that cookies are enabled in your browser preferences. Some parts of the website will not function properly without cookies enabled. You will need to have cookies enabled in your browser preferences in order to post to the DUC and so that your login will be remembered. See FAQ #30 for instructions.
On the Digidesign User Conference (DUC), these cookies can become corrupted. When that happens, you may need to delete the DUC cookies on your browser and log in fresh.
To delete cookies set by the DUC, you can follow these instructions in
the FAQ link at the DUC:
You will find this FAQ:
Help! I'm having trouble logging in
After you delete those cookies, new ones will be created and you can log on, then change your password to something easier to remember in your Profile:
Changing Your Profile on the DUC
You may easily change the information stored in your registration profile, using the "My Home" link located near the top of each page. You must be logged in in order to update your profile.
If you continue to have problems, and you are sure that you have previously created an account on the DUC, go to the login page linked near the top of the DUC. Below the login, look for the area that says: "Forget your password?"
Enter your email address or login name that you registered with to have a temporary password mailed to you.
Pages Not Refreshing Properly
For login or "page refresh" problems on the DUC, please try
the suggestions here in the DUC Announcements section:
This error generally means that you need to enable cookies in your browser preferences. See FAQ #30 for instructions.
It is also possible that your internet service provider has disconnected you, especially if it is during a large download when using AOL. (see FAQ #2)
How to Post a New Topic or Reply to an Existing Topic on the DUC:
For login or "page refresh" problems on the DUC, please try
the suggestions here in the DUC Announcements section:
This is a common problem for Macintosh users. It is the result of the your web browser's MIME type settings which are probably set to read .wav or .aiff files with Quicktime or another audio application. You need to change your browser's MIME type settings so that .wav and .aiff files are saved to disk instead of viewed with the application.
In Internet Explorer:
The process for Netscape browsers is very similar to the above:
23. I'm on Mac OS X and when I click to download a free or paid loop or sample file on DiSK Jockey, I get a dialog box called "Unhandled File Type" that wants to download a file called "digidesign.DownloadServlet." How do I download the file?
Simply click on the "Save File As..." button, select where you want to save it, and it will begin downloading.
Some Windows Internet Explorer v5.5 users may experience problems downloading samples from DiSK Jockey. Internet Explorer 5.5 with Server Pack 2 (SP2) and IE 6.0 should fix these problems. We recommend you upgrade your browser at http://windowsupdate.microsoft.com
There are a few possibilities:
The built-in AOL web browser sometimes has difficulties with handling some web pages and/or downloads. If you encounter problems when using the AOL browser, try connecting using AOL so that you have a connection to the internet. Then, without quitting AOL, open either Netscape or Internet Explorer and use that browser to browse the web. One or both of these browsers is usually included with your computer's operating system and should already installed on your computer or can be installed from the installation CD included with your computer. Or you can download the current version of the browser from the links at FAQ #1
For other problems with AOL, see FAQ #2
This sometimes occurs when the page you are accessing begins with the url address https://
In your web browser preferences, you can choose your own Text colors on any website. Here are some examples of how to do this in a few web browsers:
If these options are not the same in your web browser, check the Help menu in your browser.
Many parts of Digidesign.com are localized (translated) for Spanish (es), French (fr), Italian (it), German (de), Japanese (ja), Korean (ko) and Chinese (zh) languages. You just need to change the language settings in your browser preferences to view pages that have been translated. On the home page at www.digidesign.com, look for the link in the top menu bar on the right side of the page that says International Sites to view the websites as they have been localized for US/Canada, Australia, China, France, Germany, Great Britain, Italy, Japan, Korea and Latin America.
Alternately, you can go to this link for instructions on how to configure your browser for your preferred language: "View Digidesign.com in other languages". This link will give you instructions for adding languages to your browser preferences, and setting the order of language priority for viewing pages. This will work with any website that has been translated using the language extensions on their web pages. Using the same instructions, you can also make English (en) the default language if you prefer to view all of the pages in English.
In addition, many of the Acrobat PDFs in the Support section's Technical Document Library have been translated:
Many of the areas of the Digidesign websites require that cookies are enabled in order to download demos, purchase items on the DigiStore, or purchase items on DigiProNet. You will need to have cookies enabled in order to post to the DUC (Digidesign User Conference) and so that your login will be remembered. While you are using these areas of the website, you may need to enable cookies in your web browser, at least temporarily. Here are some instructions on how to enable or disable cookies in your web browser.
Netscape 4.7 for Mac or Windows:
Internet Explorer 5 for Mac:
Internet Explorer 6 for Windows:
If the text or html document and Acrobat PDF document are showing up, the MP3.dll file is there, but you just can't see it. The MP3.dll file will not be visible in Windows without "show all files" (Windows 98SE) or "show hidden files" (Windows ME & XP) selected.
In Windows 98 SE:
In Windows ME:
The MP3.dll file will not be visible in Windows without "show all files" (Windows 98SE) or "show hidden files" (Windows ME & XP) selected.
In Windows XP:
Not unless you already own an earlier version of Pro Tools 6 for your system. Full Pro Tools 6 upgrades from Pro Tools 5 or earlier versions are only available on CD, there is no downloadable versions besides updates that require that you already have Pro Tools 6. You can purchase Pro Tools 6 upgrades on the online DigiStore, or from your local Digidesign Dealer and install from the included CD. All Pro Tools 6 upgrade CDs are complete installers that do not require previous installation of Pro Tools.