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


General
What are Live Phish Downloads?
How much does it cost?
What do I get?
What's the difference between MP3 and FLAC formats?
Why is FLAC more expensive than MP3?
Why should I pay for what I can get for free?
How does Live Phish Downloads affect your taping policy?
What are the costs associated with Live Phish Downloads?
Can I use a dial-up modem or do I need a cable modem or DSL?
How quickly will new shows be available?
Are you going to offer additional shows from the archives through the download program?
Can I download shows I've purchased from multiple computers?
Can I make copies of the Live Phish Downloads?
Can I get a refund?
If I've purchased a show on MP3, can I "upgrade" to FLAC?
So who put this together anyway?
I have a great show on tape or CD that I think other people would love to hear. Can I give it to you to post for download?
Why does this song have strange noises, hisses, is cut off, or ends and starts in the middle of the track?
I was at a show or want to purchase a show that isn't in the catalog. Will you be offering it soon? If not, why?
I filled out a trouble ticket or emailed the help desk and never heard back. Why not?

Purchases/Billing
My credit card keeps getting denied or I cannot make a purchase. What can I do?
My credit card was billed multiple times for the same purchase. How did this happen and what can I do?
Can I make a purchase with a check/debit card/cash/money order/traveler's check/livestock/barter of labor?
Do you offer gift purchases or gift certificates?
How do I redeem my Gift Certificate?

Live Phish Video

How do I download Live Phish Video?
How do I watch Live Phish Videos?
How do I put Live Phish Videos on my iPod?
How do I watch Live Phish Videos on my TV?
Can I burn Live Phish Videos to DVD?
Can I copy and share Live Phish Videos?
Do Live Phish Videos contain DRM?
Are you going to offer additional shows from the archives as Live Phish Video Downloads?
Why isn't video available for an entire show?


Technical
What are the recommended specs for enjoying Live Phish Downloads?
How do I download the show I purchased?
Is there a cumulative list of all the shows that I've purchased?
How do I burn Live Phish Downloads to CD?
Can I copy shows onto my portable player?
Why are there no MD5 files on livephish.com anymore?



Troubleshooting
Dude, Where's My Download?
The show I downloaded is incomplete. Can I download again?
How do I listen to Live Phish Radio?
Why is my download an .asp or .asx file and not a MP3 or FLAC file?
Why does the Download Manager pause or stop?
Why did I not receive my passcode?
Why is the show I purchased not in my stash?
Why can't I login?
My computer crashed or was stolen and all the downloads I purchased are now gone. Can I download them again?
Why do you only give me 48 hours to download the show I purchased?
Why can't I copy the songs onto my portable MP3 player?

Links and Software


Solutions to Common Problems

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

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

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

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

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

What do I do if I couldn't download my show within 48 hours?
If you have technical difficulties downloading all the files for a show you've purchased within 48 hours of the time you started to download that show, please contact Customer Service. The "My Stash" page will always show how much time you have left to download each show you've purchased.

Why am I having problems registering as a new user?
To register with www.livephish.com, click the LOGIN link at the top of any page. A login window will pop open. Click the REGISTER HERE link to create a new user account. Make sure you use a valid email address when creating a new account. Please make sure you are using Internet Explorer 5 or later. You will need to have cookies enabled to use www.livephish.com. In Internet Explorer, enable cookies by selecting Tools>Internet Options>Privacy>Edit. Make sure you are not refusing cookies from www.livephish.com.

What do I do if the files I download are corrupt or incomplete?
The Download Manager checks the file size and integrity of each file you download. It will automatically retry a download the is corrupt or incomplete. If you experience problems, you may alternatively download files manually by clicking the Manual Download link before the Download Manager launches. If you continue to have problems, please contact contact customer service.

1. Extract your FLAC files to WAV; simply drag all your FLAC files onto the FLAC front-end software and click the DECODE button.
2. Drag the WAV files onto your favorite CD burning software.
3. If you are using the latest version of Nero CD burning software, you can skip the conversion step. Make sure you have installed the proper FLAC software with the FLAC plugin for Nero. Drag the FLAC files for each disc onto Nero and burn your CDs according to Nero's instructions.

1. Make sure you have OS X (10.2 or later) and the latest FLAC software.
2. First you must expand your downloaded FLAC files to AIFF. You can do this using one of 3 applications: MacFLAC, FLACer, or MacAmp Lite.
   
   To use MacFLAC:
   1. Launch MacFLAC. NOTE: If this is the first time that you have used MacFLAC, you should set the Output Format to AIFF.
   2. Drag your FLAC files onto the MacFLAC icon in your application dock to expand the files to AIFF.
   3. You can now preview the files before burning them to CD. Double-click on any of the AIFF file icons to play them in the latest Quicktime player, or drag the AIFF files into the iTunes library to create a quick playlist for preview purposes.
   
   
   To use FLACer:
   1. Launch FLACer. NOTE: If this is the first time that you have used FLACer, you should set the Output Format to AIFF.
   2. Drag your FLAC files onto the FLACer icon in your application dock to expand the files to AIFF.
   
   
   To use MacAmp Lite:
   1. Launch MacAmp Lite.
   2. Open Window -> Plugins -> Output and check the box next to AIFF Writer.
   3. Drag your FLAC files into MacAmp Lite and click PLAY.
   
   
3. Finally, to burn your CDs, import the AIFF files into your CD burning software in the proper order and burn your CDs according to the instructions for your CD burning software using Disc At Once (DAO) to ensure that there are no 2 second gaps between the tracks.

How do I listen to FLAC files?

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

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

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

Why can't I print the labels correctly?
All the CD labels, tray inserts, and booklets are in Adobe Acrobat format (PDF). The labels are designed for Neato label templates, available here. Please make sure you have the latest version of Adobe Acrobat Reader (available for free at http://www.adobe.com). Different printers align the printout of Acrobat (PDF) files in different ways. We are providing two different versions of each label, and we encourage you to try both and see which version aligns better with your printer.

NOTE: We have noticed some problems with certain PC printers and Acrobat 6.0 – so please try upgrading to Acrobat 7 and see if that helps.

Why am I having problems buying shows?
Please make sure you have cookies enabled in Internet Explorer. Verify that your billing address matches the address your credit card statement is mailed to. Also make sure that your credit card number does not contain dashes or spaces. Make sure you enter a valid expiration date. If you are ordering from outside the U.S., please enter the name of your country in the STATE field as well as the COUNTRY field. If you continue to have problems, please contact customer service.

I have a great show on tape or CD that I think other people would love to hear. Can I give it to you to post for download?
While we support live music trading by artists who allow it, we cannot accept unsanctioned or unsolicited recordings. To ensure quality, we only offer shows that the band has put their seal of approval on.

Why does this song have strange noises, hisses, is cut off, or ends and starts in the middle of the track?
99.99% of the time this is due to an audio file (FLAC or MP3) that corrupted upon download to your computer. Don't worry, this corrupted file will not affect any other aspect of your computer. If you encounter a problem like this, the best thing to do is delete the file on your computer that is corrupt and return to your stash and, into a new directory, download a new version of the file that is giving you trouble. On very infrequent occasions, you may hear a brief burst of digital noise on a track. Unfortunately, this may be an error that exists on the master tape. When this happens, we usually make a judgment call as to the severity of the glitch versus the 'heat of the show.' We certainly aren't going to hold a great show back because of a one second smudge.

I was at a show or want to purchase a show that isn't in the catalog. Will you be offering it soon? If not, why?
If and/or when a show is released is at the discretion of the band. Therefore, we don't have a set schedule of new shows to be added at any certain time. Sometimes a show isn't released because the sound quality turned out below par or the tapes were damaged beyond repair. Sometimes the band isn't happy with their performance and they decide to hold it back. And sometimes they don't tell us why But please check back often for new releases and thanks for your input on our show catalog. We love to hear what you’d love to hear.

I filled out a trouble ticket or emailed the help desk and never heard back. Why not?
Our Help Desk receives hundreds of various inquiries a day and responds to every single one. We pride ourselves on our customer service because we're fans too. We're as excited about new releases as you are. Occasionally, the email address you provide could be wrong or the email may be filtered by your email service's spam filter.
The key to getting the assistance you need is to provide as much information as possible regarding the problem you are having. If you are getting specific error messages, write them down. If your computer acts in a specific way, tell the Help Desk all about it. Always tell the Help Desk which show you are having problems with. Vague explanations or none at all will delay the help you require.

Billing/Purchase Problems

My credit card keeps getting denied or I cannot make a purchase. What can I do?
If there seems to be a problem making a purchase, we can try to process your transaction manually. We will need the following information:

1.Your account username (email address)
2. The show(s) and format(s) you would like to purchase
3. Your billing address and telephone number
4. Your credit card number and expiration date

Also, if you have opened a ticket with Customer Support, please include the ticket number. If you are not comfortable sending this information via email, you can fax it to us at [USA] 610-664-3561

My credit card was billed multiple times for the same purchase. How did this happen and what can I do?
Multiple purchases happen on rare occasions when the purchaser accidentally hits the purchase button twice in quick succession on checkout. If you think this has happened. let us know and we'll check it out. if this has happened, we'll issue a refund immediately or comp you shows of choice in the format and quantity equal to the overpayment. A refund sometimes takes a few days to be reflected on your credit card statement.

Can I make a purchase with a check/debit card/cash/money order/traveler's check/livestock/barter of labor?
Sorry, our billing system is set up to ONLY accept Visa, Mastercard, American Express, and Discover cards. Occasionally, our billing system will seem to accept a bank account related transaction. In these rare situations, even though you see a withdrawal associated with nugs.net, we do not collect any funds from your bank account and no actual transaction takes place. What you should do is contact your bank and explain the situation to have the funds returned to you.

Do you offer gift purchases or gift certificates?
Yes, you may purchase gift certificates here.

How do I redeem my Gift Certificate?
You may redeem gift certificates here. The dollar amount of your gift will be added to your account. When you check out, you may apply your gift certificate balance to your next purchase.

Live Phish Video

How do I download Live Phish Video?

Each video track averages 75MB, which will take approximately 10 minutes on an average broadband connection. Please follow these instructions.

How do I watch Live Phish Videos?
Follow the steps above to download. You may watch Live Phish Videos in any player that supports MPEG-4 video. The most popular MPEG-4 player is the latest version of Quicktime, which is available for both Macintosh and Windows. You may also import Live Phish Video onto your video iPod or other portable device. See below for details.

How do I put Live Phish Videos on my iPod?
Make sure you have the latest version of iTunes.You will need a video-capable iPod to watch Live Phish Videos on your iPod. Follow these steps to copy the videos onto the iPod and to watch them on the iPod:

1. Download and extract your videos, following the steps above.
2. Connect your iPod to your computer and launch iTunes.
3. Hit CTRL-O or Command-O on the Mac. This will prompt you to Add Media to your iTunes Library.
4. Select the video files (.MP4 files) you want to add.
5. Select VIDEOS from the left panel of iTunes.
6. Select the video tracks you want to copy to your iPod, and drag them onto the icon for your iPod on the left panel of iTunes.
7. To watch the videos on your iPod, turn on your iPod and go to the VIDEOS menu.
8. Select MOVIES.
9. Your Live Phish Videos will be listed in alphabetical order by filename (for example, ph951231_02_The_Sloth)
10. Click the video you want to watch to start playing.

How do I watch Live Phish Videos on my TV?
You may watch Live Phish Videos on your TV if you are able to connect your computer to your television, or if you have a home networking device that bridges your computer’s video output to your TV. Many laptops have an S-Video or composite RCA video output which can be connected to a TV. Read the manual for your PC for information on outputting video signals to your TV.

Can I burn Live Phish Videos to DVD?
LivePhish.com does not support DVD burning, as Live Phish Videos are not intended to be DVD releases, but you may burn a compilation of Live Phish Video tracks to DVD if you have a DVD burner and DVD burning software which can import MPEG-4 video. Contact your DVD burning software manufacturer for details.

Can I copy and share Live Phish Videos?
LivePhish.com audio and videos are official releases and may not be copied (except for personal use on CD’s, DVD’s or other devices for portability or backup), traded, shared or offered for upload or download. Like all Live Phish downloads, there are substantial costs associated with launching and maintaining this service, and its future viability depends on honest participation. We purposely made these files inexpensive and convenient to use with minimum hassle. We ask that you please recognize that effort by purchasing the tracks you want to enjoy.

Do Live Phish Videos contain DRM?
Unlike almost any other form of commercially-available download or physical music, Live Phish Downloads do not contain digital rights management or "DRM" to impede copying the content. That decision was borne out of trust and respect. However, our taping policy only allows you copy the files you download (or any official release) for your own personal use. You may not make additional copies for other people in any form. Making copies of Live Phish Downloads for others violates our taping policy as well as federal and state trademark and copyright law. Live Phish Downloads relies on an honor system, and we ask that you not abuse the unrestricted nature of these files. If you would like to see this type of delivery of shows continue and flourish, please respect our taping policy and don't abuse the system.

Are you going to offer additional shows from the archives as Live Phish Video Downloads?
Our long-term goal is to offer Phish fans an expanding catalog of video footage from a variety of sources in a variety of formats, including Live Phish Downloads.

Why isn't video available for an entire show?
Two reasons: (1) because this is a new, groundbreaking program, the ability to license the use of cover material is very complicated and not yet available. Discussions are taking place with outside publishers and we hope to be able to offer additional material in the future, and (2) some tracks are exclusive to other Digital Service Providers for a pre-determined length of time and will be available on LivePhish.com as soon as we are able to offer them.

Why is my download an .asp or .asx file and not a MP3 or FLAC file?
This is most likely because you are using a web browser other than the latest version of Internet Explorer, Safari or Avant to download your show. Though other browsers may occasionally work, for the most consistent results, only use the two browsers mentioned above.

Why does the Download Manager pause or stop?
This usually happens because your computer is running firewall security software like Norton or Zone Alarm that is stopping the process. If you are, please disable it for the purposes of downloading the music and try again. You may have to consult the documentation that came with the security software, we will not be able to help you troubleshoot this kind of software. If you are still unable to download the entire show at once, it may be a circumstance related to the specific setup of your computer that is preventing you from using this feature. In this case, you can use the manual download option.

Why did I not receive my passcode?
Your email service might have a built-in spam filter. It is likely that our security email to you was filtered out. Please put stash@livephish.com on your safe list and try logging in again. A new passcode will be generated and sent to you.

Why is the show I purchased not in my stash?
There are a couple reasons why the show you purchased is not in your stash. First, you may have an old account or several accounts under different email addresses. In this situation, you should let us know immediately and we will merge the two accounts together or change your old email address to your current one. The other reason your show may be missing is that the transaction did not go through. You can either try to purchase again or you can contact us to investigate.

Why can't I login?
Login problems usually stem from a problem with cookies. A cookie is a small file that is placed in the memory or cache of your browser that tells us who you are. In most cases, this problem can be solved by enabling cookies in the settings of your browser. Occasionally, cookies become corrupt and they must be deleted. When you login again, a new, fresh cookie will be placed in your cache.

My computer crashed or was stolen and all the downloads I purchased are now gone. Can I download them again?
Unfortunately, we cannot reset all your downloads if the fault is not our own. The loss of a show you download from us is not unlike the loss of a CD you purchase from a store. Though it may seem that our downloads cost us nothing, in fact, we do indeed pay for the show that we sell to you. We have a myriad of costs (from royalties to technology upgrades to bandwidth fees, not to mention office space and salaries) that we are responsible for in order to get high quality shows to you. We strongly suggest that you backup every single download onto an external hard drive or onto CD or DVD.

Why do you only give me 48 hours to download the show I purchased?
We restrict the download period to 48 hours as our only security measure. This is the only way we try to make sure that the person who downloads the show is the person who pays for this show. Unlike some other online music stores, our sound files are not restricted or encrypted in any way. This means that you can play our files on any number of devices without limits. For this reason, we ask that you backup your files after downloading.

Why can't I copy the songs onto my portable MP3 player?
There is no reason why you shouldn't be able to copy our MP3s (or decoded .wav or .aiff files) to a portable or software-based MP3 player. This is an issue that you will have to take up with the manufacturer.

Video Players
Quicktime (Windows and Mac)
iTunes (Windows and Mac)
Real (Windows and Mac)