QUESTION: I am running MP3Rocket and the program will not connect.

EXPLANATION: The software connects to the network of files using a specific port on your computer. In order for the program to work this port must be open, and some software will block this port, specifically routers, personal firewall programs and other utilities.

If you have any other firewall program installed on your computer, disable it and then advise support so we can provide you with the instructions on how to configure the firewall software to allow MP3Rocket to connect to the network. If you are still unable to connect, see below.

SOLUTION FOR WINDOWS - Verify that your Windows Internet Connection firewall is disabled:

• Go to start -> Control Panel
• Open Network Connections
• Right Click on the connection you use to connect to the network
• Choose Properties
• Go to the Advanced Tab
• If there is a check mark in the box, remove it temporarily to see if you can connect

SOLUTION FOR MAC OS X - Verify that your OS X firewall is disabled:

• Open up 'System Preferences'
• In 'Internet & Network', open 'Sharing'.
• Select the 'Firewall' tab (your firewall should be on)
• Select 'New...'
• From the 'Port Name' drop down box, select 'Gnutella/MP3Rocket'
• Select 'OK'
• Restart your MP3Rocket application.

QUESTION: MP3Rocket used to connect, but now it will not.

EXPLANATION: Sometimes other programs and settings on your computer may cause MP3Rocket to stop functioning properly. This may require that you remove all of MP3Rocket's settings and properties in order to 'reset' the program.

SOLUTION FOR WINDOWS:

• Close MP3Rocket (if it is currently running)
• If you see an icon that looks like a green plug in your system tray (with the windows clock), right-click on it and select 'Exit'
• Right-click on the 'My Computer' icon on your desktop and select 'Explore'
• Navigate to C:\Documents And Settings\[your_username]
• Right-click on the folder labeled '.mp3rocket' and choose 'Delete'
• Now, startup the software from the icon on your desktop again and see if you can connect.

SOLUTION FOR MAC:

• Close MP3Rocket (if it is currently running)
• If you see an icon that looks like a green plug resident in your Dock, close it
• Open the Mac Finder
• Navigate to /Users/your_username/Library/Preferences/
• Delete the folder labeled '.mp3rocket'
• Now, startup the software from the icon on your desktop again and see if you can connect.

QUESTION: I am not sure if I have a firewall program on my computer...how do I find out?

SOLUTION:

Any of the following programs could affect your ability to connect to the network:

• Norton Personal Firewall
• Norton Internet Security
• Norton Utilities
• Tiny Personal Firewall
• Sygate Personal Firewall
• ZoneAlarm
• Kerio Personal Firewall
• McAfee Firewall
• BlackIce

You should try to disable these programs temporarily (if you have them installed) and if you are not sure how, send a note to the Support team.

QUESTION: I have been searching for a specific song, movie, game or program, but have been unable to find it, yet the search on your website revealed it was available.

EXPLANATION: The search utility on our website is linked to static database which is updated frequently, however it's possible the file was located when you searched, and has since been taken off the network. It's also possible that the source which maintains this file is not currently connected to the network.

SOLUTION: Continue searching at different times throughout the day to see if the source computer becomes available. Alternatively, you can search for the file on a different peer-to-peer network by using one of the other available download managers.

QUESTION: I'm having a difficult time getting files to download...they keep getting queued up and never finish...what do I do?

EXPLANATION: Downloading a file requires a good network connection, as well as an available source that is hosting the file. Sometimes a network connection may drop as a result of heavy Internet traffic, or the source computer may go offline while you are in the middle of the download.

SOLUTION: If a download becomes interrupted due to network traffic or a source computer going offline, MP3Rocket will automatically proceed with searching for a usable source, however with other download managers you can right click on the file and select 'Find More Sources for Download'. This will force the program to search for an available source that is hosting the file. If an available source cannot be located you may have to wait for the source to be freed up. You can also try looking for a file on one of the other file sharing networks...searching for the same file on multiple networks will yield much better results!

QUESTION: What do the various status references indicate while downloading?

EXPLANATION: The status column in the Downloads section of the program indicates the current status of the file(s) you selected for download.

• Connecting: MP3Rocket is connecting to a host that is sharing the requested file.
• Downloading: The requested file is currently in being transferred.
• Waiting For Busy Hosts: This message occurs when the server of the file you are trying to download temporarily refuses your download because it is overloaded. MP3Rocket will retry the download every time it receives a busy response from the host. If you’re willing to wait long enough, you’ll probably get the file.
• Need More Sources: MP3Rocket attempted to make a connection, but failed to find sources of file. It is unlikely that further attempts to download from this source will be successful.
• Complete: the file was successfully downloaded.

QUESTION: How do I get faster downloads?

EXPLANATION: There are some tips we can provide to help achieve faster downloads, however if you have a slow Internet connection such as a dialup connection not achieving the full 56k bandwidth, the only option may be to consider switching to broadband (cable or DSL).

SOLUTION: Try sorting the results by 'Speed' to ensure you will be downloading from a source with a good connection, and then look for files with a higher number in the '#' column to ensure the file has multiple sources available. Also, sharing out files will slow down your downloads as other users retrieving files from your computer will use up your available bandwidth. See the following FAQ about disabling the sharing of files with others.

QUESTION: How do I prevent others from accessing files on my computer?

EXPLANATION: Peer-to-peer file sharing means exchanging files between millions of other users connected to the network. By default, after you install the software you will be sharing out files from your Shared Folder, which allows other users on the network to download those files to their computer.

SOLUTION: If you have private files you do not wish to share with other users on the network, move the files out of your Shared Folder (as specified during installation) to another folder on your computer. If you would like to disable file sharing completely, you can refer to the interactive guides below:

• How to disable sharing of files with other users in MP3Rocket
• How to disable sharing of files with other users in Kazaa Lite
• How to disable sharing of files with other users in Warez
• How to disable sharing of files with other users in WinMX

QUESTION: Where are the files that I am downloading coming from?

EXPLANATION: Peer-to-peer file sharing is the connection of millions of computers around the world, and sharing of files amongst millions of users. The files that you are downloading are coming directly from other users computers connected to the file sharing network.

QUESTION: What type of music is available for downloading?

EXPLANATION: At any point in time there may be over 3 million members sharing over 500 million files making up over 4 million gigabytes of information. We cannot guarantee that all the music you are looking for is available for download, however with the millions of files available, we're pretty confident you will find what you are looking for.

QUESTION: How do I burn audio CD's from the music I have downloaded?

EXPLANATION: In order to create an audio CD which is playable in your home or car stereo, the MP3 files will need to be converted to WAV format first.

SOLUTION: Most media players and CD burning programs will automatically convert the files to the required format during the burn process. You can refer to the Burning Music section for step-by-step instructions on how to burn audio CDs with the most popular programs.

QUESTION: How many songs can I fit on 1 CD?

EXPLANATION: Standard recordable discs (CD-R) have an 80 minute audio and 700Mb file capacity, which means you can store up to 80 minutes of audio tracks and 700Mb of files. Since the average song is about 4 minutes in length, and 4Mb in size, you should be able to record an audio CD with up to 20 songs, and an MP3 CD with up to 175 songs.

QUESTION: Which blank media should I buy to burn audio CDs?

EXPLANATION: Not all players recognize CD Rewritables (CD-RW), so it's best to stick with CD Recordables (CD-R). Look for CD's that have higher write speeds compatible with your drive (48x-52x), and we find the cheaper media works just as well as the more expensive media. Finally, you'll probably find that you may mess up a few discs, and will go through quite a few, so if you can find a good deal on a spindle of 50 or 100, go with those instead of buying several packs of 10 at different times.

QUESTION: How do I upgrade my membership to a life-time membership?

EXPLANATION: If you would like to upgrade to a life-time membership, please use our online support tool to send a message requesting we upgrade your account.

QUESTION: How do I know when my 1 year or 2 year membership has expired?

EXPLANATION: We will notify you when your membership is about to expire, reminding you that you will need to renew in order to continue your membership with us.

QUESTION: The software you offer for downloading music is free...what did I just pay for?

EXPLANATION: True, the software is free, however in addition to providing you with all the software and guidance you need to start downloading your favorite music, we also offer unlimited, friendly, 7x24 technical support. Additionally, the payment helps to keep this website running and allows us to continue to offer this service to music fans all over the world.

QUESTION: How do I cancel my membership?

EXPLANATION: If for some reason you are not satisfied with your membership, you can cancel at any time with no further obligation. Send a note to customer service and your account will be cancelled within 2-3 business days.

QUESTION: Do you have a phone number I can call for assistance?

EXPLANATION: At this point in time we do not offer telephone support...we are only offering support via email.

SOLUTION: If you have any questions about how to use the service, check the help section for the answers. If your questions are not addressed in this area, you can submit a support request using our online support tool and our support group will be in touch with you as soon as possible.

QUESTION: Can you give me your IM/ICQ alias so we can chat?

EXPLANATION: We do not offer support through any chat programs...refer to the question above.

QUESTION: What are your hours of support?

EXPLANATION: Our technical support group is monitoring support questions/inquiries 7x24. Depending on the type of request you can expect a response within a few hours, however we will do our best to respond to all requests within 24 hours.

QUESTION: What are the qualifications of your support staff?

EXPLANATION: We've taken great strides to hire support staff with loads of industry experience and they have been placed through rigorous qualification tests. All of our support staff have a minimum 5 years industry experience, and have expertise in many areas including Windows, Mac and Unix operating systems, Network Troubleshooting, Application Support/Troubleshooting and more. Additionally, all staff are required to familiar themselves with all of the tools and utilities we promote with our service.