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Player Problems
- The web player is stuck in "Initializing" or "Buffering" mode.
  - Step 1: Refresh the player window (by pressing "F5" on your keyboard).
  - Step 2: Close the player window.
  - Step 3: Now refresh our main site's page.
  - Step 4: Start the browser compatibility test.
- Why are there pauses between tracks?
  - The music stored on CDs is organized into individual tracks. Occasionally, in classical music recordings, tracks are divided at points where no pause is intended. When these tracks are played sequentially, there may be a brief but noticeable gap between them, which can be bothersome to listeners. This issue is pervasive across the industry, particularly when streaming music over the Internet.
    
    To address this problem, we have developed a solution that enables seamless transitions between tracks, ensuring that any gaps are minimized to just a few milliseconds. This is achieved by employing two player "engines": while one engine is playing the current track, the next track is pre-cached on the other engine. When the current track nears its end, playback seamlessly switches to the second engine, which starts playing almost instantly thanks to pre-caching.
    
    This feature has been successfully implemented on our "Classic-CA" website and will soon be integrated into the NewCA site. We welcome your feedback on whether you would like to see this functionality added to the NewCA website.
    
    Furthermore, we are committed to exploring additional solutions as they become available.
- How do I allow pop-ups for the web player?
  - No configuration is needed.
    
    Our web player is already configured correctly, for all major web browsers, and should open automatically when you click a play button on our site.
    
    If that's not happening, you are probably running a 3rd-party pop-up blocker.
    Configure such blockers to allow pop-ups for www.classicalarchives.com
- Why the player doesn't start automatically?
  - Your browser may be blocking autoplay by default. This may prevent your player to start playing automatically as it opens after you select a track to play. See the instructions below to configure your browser to start playing automatically:
    
    Chrome:
    - * click the icon to the left of "classicalarchives.com" in the address bar
    - * click on "Site settings"
    - * to the right of "Sound", select "Allow"
    - * close the settings tab
    - * close the Queuing Player window (if it was opened), and reload the Classical Archives page
    Firefox: follow the instructions from this page.
    
    Safari:
    - * click Safari in the top-left Apple menu and select “Settings for this website…”
    - * A pop-up window will come up. In the second group, click to the right of “Auto-Play”
    - * Select “Allow All Auto-Play”
    - * Click anywhere to close this small pop-up window
    - * The player will now start playing automatically when you make a play selection on our site
Sonos
- How do I set up access on Sonos?
  - Please note that an active subscription is needed to access Classical Archives on Sonos.
    
    Please follow the instructions from this page to add the Classical Archives music service to Sonos. Here are the steps after you'll click "Add to Sonos":
    - * click on "I already have an account"
    - * click "Authorize", you will be redirected to the Classical Archives login page
    - * enter your email and password (the same as you've selected during your sign-up), and click "Log In"
    Now return back to your Sonos controller, and you should see Classical Archives added to the list of services, after you'll click on "Browse" at the bottom.
Subscription
- I can't log in.
  - 99% of the time, login problems are caused by 3 things:
    - You mistyped your email or password.
      (Your login credentials are space- and case-sensitive. Try again, slowly and carefully.)
    - You typed a different email or password then what's in your membership.
      (Do you have multiple emails? Try another one.)
    - You're not registered with our site.
      (Register first. Then log in.)
  - The remaining 1% are caused by things like browser security settings, or site maintenance.
- I didn't receive my email-verification email.
  - Please check your email spam/junk folder; legitimate emails are often placed in such folders.
  - If the email is not in your spam/junk folder, your email provider probably deleted it before it reached your inbox.
  - You may resend the verification email.
- I didn't receive my purchase receipt.
  - Please check your email spam/junk folder. Legitimate emails are often placed in such folders.
  - If the email is not in your spam/junk folder, your email provider probably deleted it before it reached your inbox.
  - You may print a receipt from your purchase history page.
- I am constantly being asked to log in. / What are the browser cookies and how do I enable them?
  - Your browser cookies (which keep you logged in) are not being sent back to us, by your browser.
    - Make sure your computer's clock is set to the correct time, date and year.
    - Configure your browser to allow all cookies from classicalarchives.com
      Click here for instructions on enabling cookies in your browser.
    - Configure your security programs to allow all cookies from classicalarchives.com
      - Contact the company you purchased your security program from, for exact instructions on allowing cookies.
        
        Norton Customer Service
        
        McAfee Customer Service
        
        AVG Customer Service
- How do I cancel my subscription?
  - You may cancel your subscription from the cancel page.
- How do I update my billing information / credit card / payment method?
  - You may update your billing information on the billing method page, which is also accessible from the your account page. But you need to log in first.
- How do I change email or password? When is my billing date?
  - You may update your email or password, as well as see your billing date, on the your account page. But you need to log in first.
How-to's
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Music Problems
- How do I download music?
  - Download instructions for the purchased MP3 files or the free MIDI files are provided at the top of the Your Downloads page

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Player Problems

Sonos

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