Technical problems & troubleshooting:

Using AccuRadio:


Technical problems & troubleshooting

When I click on a tile on your home page, the player doesn't launch.

First, let's check the basics. For PCs:

  1. You need to be on a Windows PC, using Windows 98 or newer. (That would include Windows ME, Windows 2000, or Windows XP.)

  2. Regarding your web browser, AccuRadio works with Internet Explorer versions 5.5 and 6.0; Netscape 7.1 and higher; and Firefox version 1.0 and higher with a plugin available here.

    Note: Firefox 1.5 does not currently work with AccuRadio, even with the plug-in mentioned above. We're working on the problem and hope to have a solution available soon.

  3. You also need a program called Windows Media Player on your PC. It's free, it's from Microsoft, and it's already on most PCs. If necessary, you can download it here.

For Macintosh:

  1. AccuRadio works on OS X versions 10.3 (Panther) and 10.4 (Tiger). It will not work on OS X versions below that.

  2. It is highly recommended that you install all operating system updates. Not doing so could result in system crashes when trying to listen to AccuRadio.

If all of those criteria are true and the AccuRadio player is still not launching, our best bet is that you have a "pop-up blocker" installed on your computer that is preventing the player window from opening. (Try holding down the "Ctrl" key while you click on a tile to see if you can defeat the blocker.) This could be a feature of your Norton or McAffee software (if you use them), a feature of a toolbar within your browser, or a feature from another source. Hopefully with this knowledge you can track it down and turn it off.

The other most-likely possibility is that the "security settings" on your browser may be set too high to allow necessary AccuRadio features to work properly. See this "Technical Update" for details.

The player launches but music doesn't play.

Our best bet is that you have a firewall installed on your system that is preventing our music from playing. See this answer for details on how to fix it.

Another possibility is that you somehow mistakenly have Javascript turned off in your browser. (Many websites, including ours, use Javascript to function properly.) Excellent instructions on how to turn it back on, on the website of a firm called Mississippi Envision, are here. (You'll need to know which version of Internet Explorer you're using. To find out, in the Internet Explorer menu, select "Help... About Internet Explorer" and you'll see a version number. By the way, "5.x" means any version number that begins with "5.", such as "5.1," "5.2," "5.4.034239," etc.)

The player launches...but all that happens is that a bunch of CD covers fly by.

We don't know! We have heard about this complaint from several listeners but can't replicate the problem here. Help us figure this out -- send us an e-mail with as much detail as you can about your situation (including the version of Windows you're running, version of Internet Explorer you're using, version of Windows Media Player you're using, etc.) to TechHelp@AccuRadio.com.

One listener writes: "I had the problem of CD covers flying by with no sound at all when trying to listen to accuradio. I tried all suggestions with regards to firewall settings and internet security settings - no luck. I was fed up as I didn't seem to be able to get a solution. Then it occurred to me that my windows media player might just have a corrupted file and so I downloaded and reinstalled windows media player (10) and behold the problem vanished. I suggest that if you have a similar problem try downloading and reinstalling the windows media player as one of the many solutions. The link to the windows media player dowmload page is below. I hope you find this contribution helpful.
http://www.microsoft.com/downloads/details.aspx?Fa milyID=b446ae53-3759-40cf-80d5-cde4bbe07999&Displa yLang=en"

The player launches and starts playing music, but it stops after a few songs.

If the problem happens only occasionally:

  • Try hitting "Stop" and then "Start" on the player, and then see if the player continues on as normal.
  • Try "restarting" the player by hitting the "F5" key on your keyboard, or by right-clicking somewhere on the player (but not on a graphic) and selecting "Refresh" from the menu choices offered. You'll hear a totally new stream of the channel you selected when you first launched the player.

If the problem happens constantly, or happens on some channels but not others:

  • We could be having a very busy day in terms of listenership, particularly if you are seeing this problem in the early afternoon on a business day. One possible workaround is to try listening to a different channel, which might give you better performance during the busy period.
  • Also, you could s end us a note at feedback@accuradio.com. Please be specific about the problem you are having in your message.

We get a very high volume of e-mail every day here at AccuRadio, and, much as we'd like to, we don't have the resources to respond to each problem personally. However, if you send us a message, we will make a note of it and we will definitely work towards solving the problem. Gathering as much information as possible about a particular problem is very useful for us, so, please, send us a note if you're having problems!

Between songs, I get an error message that says "A Runtime error has occurred.
Do you wish to Debug?" What should I do?

The short answer is: click "No" and you can keep listening.

To eliminate seeing the error message entirely, take the following steps:

In Internet Explorer:

  1. Select "Tools... Internet Options"
  2. Click on the "Advanced" Tab
  3. Under the "Browsing" heading, you will see a selection called "Disable Script debugging". This should be checked.
  4. In addition, you may see another option underneath called "Display a notification about every script error." If present, this should be unchecked.
If that doesn't work for you, or if you do not want to turn off error reporting, you can report the error to us using our feedback system.

AccuRadio makes annoying clicking noises after each song. How can I make it stop clicking?

That "click" is the noise that Internet Explorer can be set to make when you perform an action like clicking on a link or going forwards and backwards on a page. You can turn it off by following these directions:

Windows 95, 98, ME & 2000:

  1. Click the Windows "Start" button at the bottom of your screen
  2. Go to Settings... Control Panel...
  3. Click on "Sounds"
  4. Scroll down to the "Windows Explorer" section and in that category click on "Start Navigation."
  5. In the "Sound" section of the window, click on the drop-down box and select "(None)."
  6. Click "OK."

Windows XP:

  1. Hit the "Start" button at the bottom of the screen
  2. Select "Control Panel"
  3. If you're in "Category View" (it will say "Pick a category" at the top of the window), click on "Sound, speech, and Audio Devices," and then click on "Change the sound scheme;"
    If you're in "Classic View" (you will just see a list of icons like "Accessibility Options," "Add Hardware", etc.), double-click on "Sounds and Audio Devices," and then click on the "Sounds" tab.
  4. Scroll down to the "Windows Explorer" section and in that category click on "Start Navigation."
  5. In the "Sounds" section of the window, click on the drop-down box and select "(None)."
  6. Click "OK"

I use "personal firewall" software (such as Norton Personal Firewall or McAffee Personal Firewall), and I can't listen to AccuRadio.

Most current personal firewall software should work with AccuRadio with their default settings. However, because firewalls can be configured in so many ways, they can be difficult to troubleshoot.

However, we've set up an area you can go to help solve problems with personal firewalls. Clicking here will take you to a message board with some suggestions from AccuRadio.com staff and, hopefully, other AccuRadio users who are suffering from the same problems.

Here's one listener's suggestion from that message board:

Ok, I think I may have found a temporary solution. This is what I did in order to listen to AccuRadio again... :

1) Disable Norton Internet Security
2) Go to AccuRadio.com
3) Select the chanel for the type of music you listen to.
4) If necessay, select the appropriate subchannel.
5) Now enable Norton Internet Security.

It appears that this only needs to be done once. I closed my browser, then reopened it, went to AccuRadio.com and select my favorite channel and now I'm able to listen again.

Obviously there is something up some setting in Norton Internet Security.

Visit the message board for more advice.

Why do you keep asking for my e-mail address? and/or Why can't I save my artist deselects?

Both questions have the same answer:

AccuRadio uses a common and generally-accepted technique of downloading a tiny file on your computer called a "cookie" to remember who you are, so we can avoid asking you the same questions repeatedly.

If you're having either of the problems described above, you probably have the "Accept cookies" feature turned off in your copy of Internet Explorer. There are many website with good instructions on how to turn cookies back on. Try this page from CyberCoders.com, for example, or this page from the Internet Association Corp. (To learn which version of Internet Explorer you're using, go to the "Help" menu of your browswer and select "About Internet Explorer." You will see a version number.)

I am getting too much buffering. What can I do?

If you're on a dial-up connection, AccuRadio will work best when you're not listening to AccuRadio AND doing other things that use your Internet connection (looking at big/complex web pages, downloading or uploading files, etc.).

If you're on a broadband connection, see the answer to this question.

Using AccuRadio

Why can't I choose to listen to a particular artist or song?

Currently, every Internet radio station in the U.S. must abide by guidelines set forth in a federal law called the Digital Millenium Copyright Act (DMCA), which places certain restrictions on what we can offer our listeners. (If you're interested, you can view the text of the DMCA in PDF format here. The section that regulates Internet Radio is listed under Title IV, Sec. 405, "Scope Of Exclusive Rights In Sound Recordings; Ephemeral Recordings" on page 33 of the file.)

The webcasting license we operate under only allows "limited personalization" of our channels. This is why we only allow listeners to deselect a limited number of artists they don't want to hear, rather than allowing listeners to pick specific artists or specific songs they do want to hear. (As far as copyright holders are concerned, allowing listeners to choose the specific songs they want to hear when they want to hear them might discourage those listeners from buying CDs.)

Hopefully we've found a solution that everyone will be reasonably happy with.

Why can't I save your music on my computer?

That would be a copyright violation under the terms of the DMCA. See above. We hope to be able to offer legal downloads of individual tracks (perhaps priced, like Apple's iTunes store, at 99ยข per track) sometime next year.

Why don't you post a playlist for the entire day on your site?

Because with AccuRadio, every listener gets a different playlist! The AccuRadio player actually generates a random playlist for each listener. (This is how we can enable our "skip" and "artist deselect" features.)

How can I buy the music I hear on your site?

Easy! Just click on the cover of the album you'd like to buy, and you'll be taken to Amazon.com (or occasionally another partner site that sells the music). Any music you buy through this link supports us and helps keep us on the air, so if you can, buy the music you hear on AccuRadio.com through one of the links on the AccuRadio player!


May I request a song?

AccuRadio is different than broadcast radio stations in that every listener gets a different mix of songs (based on their "artist deselects," if any, etc.) so we can't play a specific song at a specific time. If there's a song or album you think is not on our playlist, and you'd like to recommend that we add it to our playlist, please write us using our feedback system. We keep a list of popular requests and try to add as many as possible, although it may take us a few weeks to acquire the appropriate CD.

There's too much repetition! How can I hear a wider variety of songs?

Try listening to a SUBCHANNEL of the channel you're listening to. Click on the tab in the upper-left corner of the player labeled "Subchannels." Often these subchannels have a much wider variety than the main channel!

There are way more albums on your Music Library page than I ever hear played on your station. Why don't you play all the songs you say you have?

Our Music Library page shows all the albums played for an entire genre of music, including all of its subchannels. Rarely are all albums played on any one given channel. For example: the "Female Vocalist" subchannel of Swingin' Pop Standards will contain additional songs by female artists than those you'd hear on the main channel.

I am an artist (or repreresent a record label) and I'd like you to play my music on your site.

Here is the contact information for AccuJazz:

Lucas Gillan
Brand Director

Or you can mail your CDs and promotional material to:

c/o AccuRadio
65 E. Wacker Pl., Suite 930
Chicago, IL 60601

Phone: 1-312-284-2444


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