Download, DigiStore, and Website Help & FAQ

Download, DigiStore, and Website Help

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

See Also:

  1. I can't login to an area of the Digidesign website, even though I already have an account.

  2. When I try to access the DigiStore, I get an error messages about security. Is there something I'm doing wrong?

  3. I'm using AOL, and I get disconnected before I can complete a download. What can I do?

  4. I get an error message on the DigiStore that my shopping cart is empty, even though I just ordered something. Is it broken?

  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?

  6. I purchased MP3 Export, MP3 Option or D-Verb RTAS from the DigiStore. I'm having problems downloading. Can I get it on a CD?

  7. I have downloaded my Mac software, but it doesn't open. I get a message that "this file is corrupted". Is there something wrong with the download file?

  8. What are the different file formats used for downloadable Mac files?

  9. What are the different file formats used for downloadable Windows files?

  10. More tips on downloading files, from the Stuffit manual.

  11. How do I configure Stuffit Expander to download files?

  12. What if I want to download a Mac file to a Windows PC first?

  13. What if I want to download a Windows file to a Mac first?

  14. Do I have to download the Pro Tools Upgrade if I purchase it on the DigiStore, or can you just send it to me on CD?

  15. I've tried all of the other suggestions and the store is still not working right for me. Any ideas?

  16. I get an error message on the Mac when attempting to download that "Internet Explorer does not know how to handle this file" and I'm presented with a number of choices. Which one should I pick?

  17. When I try to place an order on the DigiStore, my country is not listed in the menu for shipping address or billing address. How can I order items using 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?

  19. I'm having problems logging on to the Digidesign User Conference (the DUC). How can I log onto the DUC?

  20. After logging in on the website, I got the following error message: "EVT-1003 - You have been logged out due to inactivity, please try again" What should I do?

  21. How do I post a new topic or reply to a topic on the Digidesign User Conference?

  22. When I download a sound file from the DiSK Jockey audio file pages it's not downloading to my hard drive but instead it plays back in Quicktime in my browser. How can I download it?

  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?

  24. I'm having problems downloading samples from DiSK Jockey with Windows Internet Explorer v5.5.

  25. I'm trying to login, but my password is not being accepted. I clicked on the "Forgot My Password" link, but I never received any email with my password.

  26. I'm using my AOL web browser and I'm having problems.

  27. When I click on the Order Now button on the DigiStore, I get the following message: "The file you requested either no longer exists or was moved."

  28. I would like to be able to choose the colors that are used to display text on your website. For instance, I prefer the text to be black for reading and/or printing. Can I do this?

  29. I would like to be able to choose a different language on your website. Is the website translated in other languages, and how can I view them?

  30. How do I enable or disable cookies in my web browser?

  31. After downloading and unstuffing the MP3 Export or MP3 Option upgrade for Windows the MP3.dll file is missing from the download folder. Where is it?

  32. Can I download Pro Tools 6 Upgrades?

1. I can't login to an area of the Digidesign website, even though I already have an account.

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:

  • Go to the the DigiStore: store.digidesign.com

  • Click on the "your account" link at the top of the Avid/DigiStore

  • Click on the "create account" button. (for the free Bomb Factory plug-ins, Pro Tools FREE and other demo downloads, click on "CREATE PROFILE")

  • Create a new account or profile

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.

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2. When I try to access the DigiStore, I get error messages about security. Is there something I'm doing wrong?

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.

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3. I'm using AOL, and I get disconnected before I can complete a download. What can I do?

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

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4. I get an error message on the DigiStore that my shopping cart is empty, even though I just ordered something. Is it broken?

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

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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 -

http://store.digidesign.com/downloads/downloads.cfm

Enter the following information:

  1. order number (included in your email confirmation)

  2. email address (included in your email confirmation)

  3. password (chosen by you when you created your account)

If you are still unable to access your order, send a copy of your receipt and any additional details to [email protected]

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.

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6. I purchased MP3 Export, MP3 Option, or D-Verb RTAS from the DigiStore. I'm having problems downloading. Can I get it on a CD?

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)

  • If you are unable to complete your download, send a copy of your receipt and any additional details to [email protected]
  • 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, order number, and date of purchase or approximate date of purchase.
  • Backup & update versions of MP3 Export & MP3 Option software can be found in the Support/Downloads section: www.digidesign.com/download/mp3/
  • These files require your authorization code from your original online purchase of either MP3 Export or MP3 Option (included on the DigiStore download page and in your email receipt)
  • Be sure to download the correct update version of MP3 Export or MP3 Option that matches the version of Pro Tools that you are using.
  • If you are not able to see the MP3.dll file after downloading and unzipping on Windows 98 or Me, see Download FAQ #31

* On the following systems, you can install MP3 Option from your Pro Tools CD:

  • Pro Tools 6.0 — All
  • Pro Tools 5.3.1 for Pro Tools|HD Mac
  • Pro Tools 5.3.2 for Digi 002 Mac

To Install on these systems:

  1. Run "Install Pro Tools" application
  2. On Pro Tools 5.3.1 and 5.3.2, choose "MP3 Authorized" check box
  3. On Pro Tools 6.0, choose "MP3 Codec 1.3 Update" check box
  4. Run the installer
  5. The next time in Pro Tools that you choose to import or export MP3 audio, you will be prompted for your authorization code from your receipt

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7. I have downloaded my Mac software, but it doesn't open. I get a message that "this file is corrupted". Is there something wrong with the download file?

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:

http://www.stuffit.com/expander

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.

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8. What are the different file formats used for downloadable Mac files?

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:

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9. What are the different file formats used for downloadable Windows files?

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.

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10. More tips on downloading files, from the Stuffit manual:

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:

  • Error -39
  • Unexpected End of File...
  • This is not a complete file...
  • This file is not in the right format...

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.

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11- How do I configure Stuffit Expander to download files?

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:

  1. Double click on the Expander alias installed on your desktop or on the application itself. (do a Find on your computer for the word Expander if you are unable to locate)
  2. In your menu bar at the top of your Mac, choose Edit/Preferences.
  3. Go down the icon menu on the left to the bottom, and choose Internet (v6) or Internet Config (v5.x).
  4. Choose "Use Stuffit Expander for all available types"
  5. Go back up the icon menu on the left to the top, and choose Expand.
  6. Check"Continue to expand if possible"
  7. You can also choose to "delete after expanding" to eliminate extra files in your download folder or desktop, but you may want to leave these unchecked to save the intermediate 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.

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12. What if I want to download a Mac file to a Windows PC first?

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:

  • name.dmg
  • name.hqx
  • name.bin
  • name.sea
  • name.sit

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

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13. What if I want to download a Windows file to a Mac first?

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.

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14. Do I have to download the Pro Tools 5.x Upgrade if I purchase it on the DigiStore, or can you just send it to me on CD?

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 Software Upgrade
Once you purchase your Pro Tools upgrade, Digidesign will automatically send you a Pro Tools 5.x upgrade package. For convenience, you will have the option to download the program immediately after purchase. The download does not effect shipment of your upgrade. Digidesign will ship you an upgrade package regardless of whether you download the program."

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

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15. I've tried all of the other suggestions and the store is still not working right for me. Any ideas?

When you create your account, you should follow these guidelines:

  • Your login needs to be a complete and valid email address in a valid format: "[email protected]" or .net .org .edu etc. Partial addresses like "name@aol", or just "name" will cause the store to not function properly and you will not receive email confirmation when you place an order. Other invalid email formats include the use of spaces in any part of the address. If you think your email address contains a space, chances are it is really a period or an underscore like this: _

  • Make your email address (your login) lower case. Although email addresses are not case sensitive when sending email on the internet, an address like "[email protected]" can cause problems using the store. Make it "[email protected]" for better compatibility on the store.

  • Check your password. It should only contain alphanumeric characters. (letters or numbers or a combination of both) Odd characters such as %, $, etc. may not be recognized as valid by all parts of the DigiStore. Same as with the login, you will be better off if all of the letters are lower case.

  • If your email address login is not recognized, and clicking on the "Forgot Your Password?" link fails to deliver your password to your correct email address, try using the Create Account function on the login page. If your previous account contained a typo or invalid email address, you should be able to create a new account using your correct email address.

  • If you get a message that you cannot create a new account because the email address is already registered, click on the "Forgot Your Password?" link on the login page, enter your email address, and your password will be sent to that email address.

  • If you are still having problems accessing certain areas of the store, update your browser to the latest version of Netscape 4.7.x, or Internet Explorer 5.x. If you already have the latest version, you may want to reinstall it. If you are using AOL to connect to the internet, see FAQ #26

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.

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16. I get an error message on the Mac when attempting to download that "Internet Explorer does not know how to handle this file" and I'm presented with a number of choices. Which one should I pick?

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.

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17. When I try to place an order on the DigiStore, my country is not listed in the menu for shipping address or billing address. How can I order items using the DigiStore?

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:

  • DigiWear™ Clothing

  • MP3 Export *

  • MP3 Option *

  • D-Verb RTAS for Pro Tools FREE

  • Pro Tools FREE CD-ROM

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.

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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.

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19. I'm having problems logging on to the Digidesign User Conference (the DUC). How can I log onto the DUC?

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:
http://duc.digidesign.com/faq.php
You can also get there by going to the DUC at:
http://duc.digidesign.com
and clicking on the "FAQ" link in the upper right by where your profile button is located.

You will find this FAQ:

Help! I'm having trouble logging in
This checklist may help you successfully login:

  1. Make sure you are entering your password correctly. They are case-sensitive.
  2. Ensure that your browser supports cookies; if so, check the security level you are using. High levels of security restriction in certain browsers will automatically reject cookies. In order to use the key features of these forums, you'll need to accept cookies.
  3. Completely logout by hitting the Logout link on the page, and then log back in again.
  4. After logging in, you may have to hit the reload/refresh button on your Web browser to expedite the authentication.
  5. If these steps don't work you can try purging your cookies from this site using the My Cookies tool.
    http://duc.digidesign.com/mycookies.php

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:
http://duc.digidesign.com/showflat.php?&Number=492479

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20. After logging in on an area of the website that requires login, I get the following error message: "EVT-1003 - You have been logged out due to inactivity, please try again" What should I do?

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)

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21. How do I post a new topic or reply to a topic on the Digidesign User Conference?

How to Post a New Topic or Reply to an Existing Topic on the DUC:

  • You must be logged in to post a new topic or reply to a post.
  • You have to register on the DUC if you have not already done so.
  • Click on Login if you already have an account, or New User if you have never created an account. When you create a new account, you should receive an email confirmation to verify your email address, with a link to activate your account on the DUC. Once you have logged in, choose an individual forum from the list of forums on the main index page:
    http://duc.digidesign.com
  • For instance, click on the General Discussion forum, or the forum that best fits your Pro Tools system. (LE, TDM, Mac, Windows)
  • Once you have chosen a forum, you will see the Post link and paper icon next to the forum name at the top of the page. (before posting a New Topic, please use the Search function and the links at the top and bottom of the DUC to see if the answers are already available)
  • The link to Reply to a post is next to each individual post in a topic.

For login or "page refresh" problems on the DUC, please try the suggestions here in the DUC Announcements section:
http://duc.digidesign.com/showflat.php?&Number=492479

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22. When I download a sound file from the DiSK Jockey audio file pages it's not downloading to my hard drive but instead it plays back in Quicktime in my browser. How can I download it?

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:

  1. Go to the Preferences under the Edit menu
  2. Under Receiving Files on the left, select File Helpers
  3. In the File Helper Settings on the right click on MIME Type to sort by the file extensions
  4. Click on an application such as Quicktime that is set to read .wav or .aiff files
  5. Hit the Change button to open the Edit File Helper window
  6. In the Handling section of the window, change the How to Handle pull down selection to "Save To File" and click OK
  7. Repeat this for all listings that are associated with .wav or .aiff files; you probably have multiple listings for .wav and .aiff

The process for Netscape browsers is very similar to the above:

  1. Select Preferences
  2. In the Category window, under Navigator, select Applications
  3. In the Applications window to the right, select the application that plays wav files
  4. Click the Edit button
  5. Under the Handled by section, change to "Save to Disk"

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.

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24. I'm having problems downloading samples from DiSK Jockey with Windows Internet Explorer v5.5.

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

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25. I'm trying to login, but my password is not being accepted. I clicked on the "Forgot My Password" link, but I never received any email with my password.

There are a few possibilities:

  • First, you need to allow or enable cookies in your browser preferences. See FAQ #30 for instructions.

  • Click on Create Account or Create Profile to see if you can create a new account with your correct email address. If you can, then you may have previously created an account with an incorrect email address with a spelling or format error. Correct email format should be: [email protected] or something similar. An incomplete email address listed as "JoeSmith" rather than "[email protected]" will not receive any email from anyone outside of AOL.

  • If you get a message that an account for your correct email address already exists, and clicking on the Forgot My Password link does not result in an email received with your password, then there could be a problem with your email account.

  • For instance, we receive messages like the following: "I'm sorry to have to inform you that the message returned below could not be delivered to one or more destinations. Requested mail action aborted: exceeded storage allocation". This can happen if your ISP or the method you use for email, such as an address [email protected] or [email protected] has exceeded the amount of storage space that you are allowed with that email account. Try deleting old email that you no longer need from your email folders and empty the trash or deleted items folder in your email client or web-based email account. Once you have freed up some space which will allow you to receive email again, click on the Forgot My Password link again.

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26. I'm using my AOL web browser and I'm having problems.

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

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27. When I click on the Order Now button on the DigiStore, I get the following message: "The file you requested either no longer exists or was moved."

This sometimes occurs when the page you are accessing begins with the url address https://

  • Try changing the url in your browser address window from https to http (just remove the "s" and hit enter on your keyboard). This will then use http and not https as your protocol, allowing you to proceed. Https (secure server) will still automatically be used on checkout for your transaction and all credit card information that you enter.

  • Try going back to the homepage of the DigiStore: http://store.digidesign.com and navigating from there.

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28. I would like to be able to choose the colors that are used to display text on your website. For instance, I prefer the text to be black for reading and/or printing. Can I do this?

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:

  • Netscape 4.7 for Mac or Windows:
    Edit/Preferences
    Appearance/Colors
    Check the box next to "Always use my colors, overriding page"

  • Internet Explorer 5 for Mac:
    Edit/Preferences
    Web Browser/Web Content
    uncheck the box next to "Allow page to specify colors"

  • Internet Explorer 6 for Windows:
    Tools/Internet Options
    General/Accessibility
    Check the box next to "Ignore colors specified on Web pages"

If these options are not the same in your web browser, check the Help menu in your browser.

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29. I would like to be able to choose a different language on your website. Is the website translated in other languages, and how can I view them?

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:

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30. How do I enable or disable cookies in my web browser?

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:

  • Edit/Preferences
  • Advanced
  • To enable cookies:
    Check the box next to "Accept all cookies"
  • To disable cookies:
    Check the box next to "Do not accept cookies"

Internet Explorer 5 for Mac:

  • Edit/Preferences
  • Receiving Files/Cookies
  • To enable cookies:
    Change to "Never Ask" or "Ask for each site"
  • To disable cookies:
    Change to "Never accept"

Internet Explorer 6 for Windows:

  • Tools/Internet Options
  • Privacy/Advanced
  • To enable cookies:
    Check the box next to "Override automatic cookie handling"
    Check the box next to "Accept"
    Check the box next to "Always allow session cookies"
  • To disable cookies:
    Check the box next to "Block" or "Prompt"

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31. After downloading and unzipping the MP3 Export or MP3 Option upgrade for Windows the MP3.dll file is missing from the download folder. Where is it?

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:

  1. Choose Start > Programs > Windows Explorer > View > Folder Options > View
  2. Select "Show all Files." Choose Apply and OK.

In Windows ME:

  1. Choose Start > Programs > Accessories > Windows Explorer > Tools > Folder Options > View
  2. Select "Show Hidden Files." Choose Apply and OK.

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:

  1. Unzip and open the MP3 Option folder that you downloaded.
  2. From the menu bar on that folder, open Tools > Folder Options > View
  3. Select "Show hidden files and folders." Choose Apply and OK.

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32. Can I download Pro Tools 6 Upgrades?

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.

More Info:

DigiStore.com | DigiProNet.com | DigiDevelopers.com

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