FAQ

DOWNLOADING YOUR SONGS

Q. How do I download my music?

A. Once you have filled out the order form and clicked the Download Now button, a new page appears that is both the confirmation that your redemption has been successful and the start of the download process. You will also receive an order confirmation email that has a Download Now link. The file that will be downloaded is a single ZIP file containing all of your music. How you actually download your music depends on whether you have a PC or a MAC.

PC USERS

1.      Once you have entered your code, a new page appears that is both the receipt and the start of the download process. you will be able to start the download process. Read instructions on the page and then click on the Download Now button. This starts the download process.

2.      A new window will appear asking if you want to Open, Save, or Cancel. We strongly recommend that you click Save. The ZIP file will then be saved to a directory of your choosing (people usually choose their Desktop). If you click Open the ZIP file will be downloaded to your computer. When the ZIP file has completed downloading, a new window will appear showing the individual items in the ZIP file. If you want to save those items to the preferred storage location on your computer, you should click Extract To and then follow the instructions to move your music to its new file location.

3.      You can then open the directory where you saved your music. Inside that directory you’ll find the music file for each song you acquired. By clicking on a song, you will launch your default media player which will play your song.

4.      If you can’t remember where you saved your download, you can search for it on your computer. Click on the Start button on the bottom left and then click Search. You can now search for files on your computer using words for the title or the type of file you are looking for. Your download files will have a MP3 extension. This process will produce search results to show you the location of your file on the computer. If you do not receive search results, it may be that you did not fully download the file and the search does not recognize it. If this is the case, you should try to download the file again.

5.      If you want to load your newly acquired music into iTunes® or on a portable music device, see the applicable instructions. Since your download is an MP3 file, you generally will be able to import that music directly without having to burn the music first to a CD.

MAC USERS

1.     Once you have entered your code, a new page appears that is both the receipt and the start of the download process. Read instructions on the page and then click the Download Now link. This starts the download process.

2.      Click the Download Now link, which will then begin the process of downloading the music files to your computer. When the download is complete, click the file folder and your music will be displayed.

Q. What if I forget to click the Download Now button right after I complete my code redemption? How can I download my music?

A. You will receive an e-mail order confirmation that will have a link. For PC Users: When you click this link, you will go to Step 2 in the answer to the first question. For MAC Users: When you click on this link, you will go to Step 2 in the answer to the first question. Then you follow the rest of those steps to download your music.

Q. I only see 2 songs for download - where is the full album?

A. Mojo, Tom Petty & The Heartbreakers’ new album, will be released this spring (currently scheduled for May). We’ll send an email to the address you provided letting you know when it’s ready!

The new album should be available for download after Midnight Eastern Time on the release date.

For PC Users Using Internet Explorer: When you get the release date e-mail, click the download link, and follow the information in Step 2 in the answer to the first question. For MAC Users: When you get the release date e-mail, click the download link, and follow the information in Step 2 in the answer to the first question.

Q. I did not receive my confirmation email after I completed my PIN redemption. What should I do?

A. There are a few reasons why you may not have received your confirmation email: The most likely one is that the email may have gone to your “Junk Mail” folder. Please check to see if it did. If you locate the mail message, you can add us to your address book to ensure that you will receive a “Confirmation Email” the next time you place an order.

Q. What are the system requirements for downloading and playing MP3 files?

A. Your computer must meet the following minimum hardware and software requirements:

Pentium 266Mhz processor or faster

Minimum 32MB RAM (Win98/Me), 64MB (Windows 2000 and above)

50MB of free hard disk space

Sound card

Speakers

Network or Internet connection (Recommended 56K or higher)

Note: Playing digital content can be CPU intensive and quality may be affected if system resources are low or if multiple applications are running simultaneously

Software Requirements for MP3:

Media Player capable of Playing MP3 (e.g., Windows Media Player version 7.0 or higher. Click here to download the latest version of Windows Media Player; Winamp player also can be used. Download and use for free at http://www.winamp.com/))

Browser Requirements:

Internet Explorer 5 or higher (if you are using Windows Media Player 11, we strongly recommend that you use Internet Explorer 7 or higher)

Netscape

Mozilla Firefox

Safari

Supported Operating Systems:

Windows 95, 98, 2000 or higher

MAC OS 9 or higher

Q. How long does it take to download my ZIP file?

A. This will depend on your connection speed, the size of the file and Internet traffic.

Q. I redeemed my PIN for music files but I when I try to download them nothing seems to happen.

A. One reason the download procedure may not start is if you have a popup blocker on your computer. You will need to disable that popup blocker prior to clicking the Download Now button. Here are a few methods to help you find and disable your popup blocker(s):

If you are running Windows XP Service Pack 2:

1. Click the Tools menu at the top of the browser window
2. You will see an option for popup blocker, click this option
3. On the next screen you will see an option to turn off (those are the specific words in the menu) the popup blocker. Please do so; you can re-enable it later.

You may be running 3rd party toolbars that have pop-up blocker features: Within your browser window just below the address bar, you may have some Toolbars installed, such as Google, Yahoo, MSN Search, My Search, etc. You will have to find the option in each of these to disable the popup blockers. Note that it is possible to have more than popup blocker running so make sure to disable them all. You can right-click on the toolbars and you will see a list of toolbars that you have installed on your system. If there are listings that do not have a checkmark beside them and you think it could be a searching toolbar, put a checkmark beside it so it will show up in the browser. It will be easier to customize if the Toolbars are all visible.

Computer firewalls can also contain popup blockers. To find these please go to the system tray which is the series of small icons by the clock in the Windows Taskbar. By passing the mouse curser over each icon you will get a small box with a description of what the program is. If you have any that are firewalls (Ex: Norton Internet Security or Personal Firewall, McAfee Firewall, Zone Alarm, Freedom, Telus Security...) right click on the icon and choose the shut down or disable option. This option can be named different things depending on the particular program.

Once you have disabled your popup blockers and firewalls, use the link provided in your order confirmation email or access your Order History to try to download the files.

IMPORTANT: If you are trying to download through a corporate web site or domain, please check with your network administrator before disabling any protection such as firewalls or other network settings.

Q. What if my download process is interrupted?

A. If the track download is interrupted for any reason (i.e. knocked offline, hit wrong button), you can return to the original Download Now link and start the process over. If you receive a prompt for "This file is already saved, would you like to replace it?" click Yes and continue the download process.

Q. I have a "corrupt" file. What is the issue?

A. The file may be corrupt because it did not fully download. Please download the music file again.

Q. What if my file is "damaged"?

A. If the file is damaged or you receive an error message, we will work with you to resolve the issue and provide a proper file. Before contacting customer service, please consider disabling any firewall programs and attempt to download again. If you continue to have issues, please send an email to TomPetty@b3custserv.com with specific details about your issue and list the email address used to obtain it.

Q. Why did I get a window warning that “Some files can harm your computer. If the file information below looks suspicious, or you do not fully trust the source, do not open or save this file.”?

A. This is a standard Microsoft window which will appear whenever you download any file from the internet. It is a way to confirm that you are purposefully downloading a file, as opposed to clicking on an unknown link.

PLAYING YOUR DOWNLOADS

Q. How do I play a track once I've downloaded it?

A. Playing your track is simple: just open the folder on your computer where you saved your track, and double-click on the track you want to hear.

Q. Do I need to be connected to the Internet to play this track?

A. No, just double click and play.

BURNING TRACKS TO CD

Q. Can I burn my tracks to a CD?

A. Yes, you can burn your track to a recordable compact disc (CD-R or CD-RW).

Q. What additional System Requirements do I need to burn to CD?

A. To burn your tracks to CD, you will need a CD recorder and blank CDs to which you can copy. When you use the Microsoft Media Player, it should contain the Windows Media Player Adaptec CD-Burning component. (This is usually installed as part of Windows Media Player. If you do not have this component installed, you can click on "Check For Player Upgrades" on the Help menu in Windows Media Player and install it.)

Q. How do I burn my tracks to a CD?

A. Your player may have its own software, in which case you should follow that application's instructions. The following instructions describe how to use Microsoft Media Player.

In Microsoft Media Player, create a play list of the tracks you want to burn to CD.

Then, choose "Copy to CD" from the File menu.

HOW MUCH TIME TO DOWNLOAD

Q. How much time do I have to download my music?

A. You need to download your music within thirty days after you first receive your Download Now link. After that time, your link will no longer be valid.