Our download files are designed to be fast and easy to operate. Please check the questions below before contacting customer support. If you still need help, please feel free to contact us.

• How do I download and extract the media files?
• How do I activate my media files so I can play, burn, etc.?
• How do I burn audio CDs of my media files?
• How do I transfer the audio to my MP3 player?
• How can I get my files on my iPod or other non-compatible player?
• How long will it take to download and activate the files?
• What is my password? Where can I find it?
• The download stopped mid-stream, or the download file is corrupted.
• I tried to activate my files, but it never asks for my password?
• I entered my password, but it did not accept it.
• I put in the password and received the license, but nothing happens.
• Active X is disabled on my computer, what do I do?
• When burning CDs, it says I do not have burn rights.
• I have a Mac computer, how can I get the files to work?
• I burned CDs but they won't play in my CD player or another computer.

1. How do I download the media files?

Click on the download link which appears on your email receipt. When the "file download" box appears, select "save" and save it to a location on your computer that you can remember. If it doesn't work the first time, or times out, don't worry. Simply start over and download it again. You can download the files as many times as you need to get a complete copy of the media files.

All of the media files are in one zip file for easy data transfer. Once you have downloaded the zip file, you will need to extract all of the media files out of the zip file. You can extract (unzip) the files using Windows. To extract the files using Windows Vista, right-click on the zip file and select "extract all files". To extract the files using Windows XP, right-click on the zip file, select "open with" then select "compressed (zip) files". Now, select, "extract all files" in the blue menu area to the left. This will launch the Windows extraction wizard. Be sure you select a location that you can remember as the destination for the extracted (unzipped) files.

2. How do I activate my media files so I can play, burn, etc ? .

You must activate your files before you can use them. To do this, simpley navigate to the folder where you saved the media files after you extracted them. Select one of the files and press enter as if you were going to play the files.

Windows Media Player will open and activate your files. Depending on the configuration of your computer, you may or may not be prompted to enter your password (found in your email receipt). The license to play and use the files will automatically be installed on your computer. Depending on the size and the number of titles you purchased it can take several minutes for the license to download and install. If you have received the license but nothing happens for more than 5 minutes, please see #11 below.

3. How do I burn audio CDs of my media files?

You can create audio CDs of your download titles. These audio CDs can be played in any audio CD player (in your car, at home, etc.). They also become a permanent backup of your purchased files, so you will always have your files no matter what happens.

We recommend that you use Windows Meida Player to burn audio CDs of your files. Audio CDs can hold approximately 1 hour of audio. It will take approximately 1 CD for every 2 Pimsleur lessons. Windows Media Player will indicate how many CDs you need an which files will fit on each CD.

1. Open Windows Media Player. Select the "Burn" tab at the top. Locate the "burn list" on the right side.
2. Now, using Windows, navigate to the foler where you saved the audio files after extracting them.
3. Select all of the audio files that you want to put on the audio CD.
4. Then, drag and drop them into the burn list. If you have trouble dragging and dropping files into the burn list, it means that you have not extracted the files from the zip file yet. (Please see #1 above)
5. Make sure that all of the tracks are in the correct sequence in the burn list. If not, simply re-sort the list by clicking on "burn list" and choosing "sort > by title."
6. Place a blank CD in your CD burner.
7. Click "Start Burn" to begin the conversion and burn process.

4. How do I transfer the audio to my MP3 player?

If your mp3 player is compatbiel with protected Windows Media files, you can transfer your content directly to your device using Windows Media Player. (Most portable media players are compatible with protected Window Media files except subscription devices such as iPod and Zune.) When you sync using Windows Media Player, the audio files will be transferred to your mp3 player along with the license which allows you to play them. You must use Windows Media Player to synchronize the files because other software programs may not be able to read and transfer the license.

1. Open Windows Media Player. Select the "Sync" tab at the top. Locate the "sync list" on the right side.
2. Now, using Windows, navigate to the folder where you saved the audio files after extracting them
3. Select all of the audio files that you want to transfer to your device.
4. Then, drag and drop them into the sync list. If you have trouble dragging and dropping files into the sync list, it means that you have not extracted the files from the zip file yet. (Please see #1 above)
5. Make sure that all of the tracks are in the correct sequence in the sync list. If not, simply re-sort the list by clicking on "sync-list" and choosing "sort > by title."
6. Make sure your mp3 player is connected to your computer and recognized by Windows Media Player as the connected device.
7. Click "Start Sync" to begin the sync process.

If the files will not play on your mp3 player, or if your portable device does not recognize the files, it indicates that your device is not compatible with protected wman files (see # 5 below).

5. How can I get my files on my iPod or other non-compatible player?

No problem, just burn audio CDs of the files using Windows Media Player -- see #3 above. (You should do this anyway as a permanent backup of your audio.) Then, transfer the audio directly, from the audio CDs that you just created to your computer using iTunes (or whatever software you use with your portable device) -- just as you would with any other music CD. The audio files on the CD are in a different format so they will play just fine on any portable media device, including iPod and Zune.

6. How long will it take to download and activate the files?

Download time can vary depending on the length and number of titles you purchase, and the download connection speed of your internet connection. Our average title is about 150MB in size. This can take anywhere from 2 minutes (T1 or Cable connection) to 6 hours (slow dial-up connection) Generally, we do not encourage you to purchase download products unless you have high-speed internet service.

Activation takes just a few minutes. When you try and play one of the tracks for the first time, the system downloads and installs a license to activate all of the tracks for all titles that you purchased. You may be prompted to enter your password (from your email receipt) for verification. Please be patient while it downloads and installs the license. It normally takes just a few seconds, but if you have purchased several titles at once, it can take a few minutes to process. During the activation process, you may be prompted that the website is trying to install an ActiveX control. Please select Yes to allow it to proceed and install your license. If it pauses for more than 5 minutes, please see #11 below.

7. What is my password? Where can I find it?

Each time you purchase a downloadable product (or products) from us, we generate a unique password that you can use to activate all of the files that you purchased on that order. The password is located just below each product title in your email receipt.

8. The download stopped midstream, or the download file is corrupted.

There was probably a temporary internet interruption during the download process which prevented the complete file from downloading. Simply delete the corrupted file and try again by clicking on the download link provided in your email receipt. You may want to wait a few minutes, or reboot your computer, before attempting to download again to give the system time to stabilize. You can download the file as many times as you need to, in order to get a complete copy.

If you have tried several times and are unable to download your files, you probably have a firewall or other security setting which is blocking the download. You may need to temporarily disable the firewall or change the security settings in order to download your files.

9. I treid to activate my files, but it never asks for my password.

Our system is designed to activate your files automatically where possible without requiring you to manually enter your password. If the system is unable to activate automatically, you should be prompted to enter your password.

If the files will not play and you are not prompted to enter your password, please try the following:

1. Check to make sure that you are using Windows Media Player to play the files. Other media players may or may not be able to recognize the license. If another media player opens when you try to play your files, close the program, then go back to the audio files, right-click on a file, and select "open with" and "Windows Media Player." When Windows Media Player opens, you should be prompted for your password.

2. Please be sure that you are up-to-date on all Windows updates, including optional updates to Windows Media Player and DRM updates. You can use our diagnostics page to determine what updates need to be installed so that you can use your files.

3. If you need to install Windows Updates, you can update your computer by visiting http://update.microsoft.com using Internet Explorer.  After installing the “Critical Updates”, please to select “Custom” and install the “Optional Software” updates including all updates for Windows Media Player and WMDRM updates.

4. You can update the security components of Windows Media Player at http://drmlicense.one.microsoft.com/Indivsite/en/indivit.asp. This page lets you upgrade the security components of your digital media player so you can play protected files on your computer.

5. Once you have completed all of the required updates, please reboot your computer. You should now be prompted to enter your password when you attempt to play an audio file in Windows Media Player.

10. I entered my password, but it did not accept it.

Please be sure that you are entering the correct password. Each time you purchase a downloadable product (or products) from us, we generate a unique password that you can use to activate all of the files that you purchased on that order. The password is located just below each product title in your email receipt.

The password is case sensitive, so please be sure to enter it correctly. If it does not work after typing it in, we recommend that you copy and paste the password. This way, you will not inadvertently put in a wrong character. You can copy and paste using ctrl C (copy) and ctrl V (paste).

If you have entered your password correctly and it still will not accept it, please contact us to see if your password needs to be reset. You can contact us at info@speakalanguage.com.

11. I put in the password and received the license, but nothing happens.

The license is delivered using ActiveX on your computer. If you are prompted that the computer is trying to install an ActiveX control, please select Yes to allow it to proceed. If you are not prompted, it could be that you have ActiveX disabled on your PC. When it is disabled, your license will be downloaded successfully but cannot install. As a result, the Play button won't be enabled. If this occurs, please use the instructions in #12 below to enable ActiveX on your computer. Then, try to play the files again.

12. Active X is disable on my computer, what do I do?

The license to play your files is delivered using ActiveX on your computer. Please use the instructions in below to enable ActiveX on your computer.

1. Open Internet Explorer
2. Click on "Tools" menu
3. Click "Internet Options"
4. Click on the "Security" tab
5. Click on the "Custom Level" button
6. Scroll down until you see "ActiveX Controls and Plug-Ins." Locate the following items and set the ActiveX controls as indicated below:
   - Download Signed ActiveX Controls: Enable or Prompt
   - Download Unsigned ActiveX: Disable
   - Initialize and Script ActiveX Not Marked as Safe: Disable
   - Run ActiveX controls and plug-ins: Enable
   - Script ActiveX controls marked safe for scripting: Enable
7. Scroll down until you see the section labeled "Scripting" - set the Scripting controls as follows:
   - Active Scripting: Enable
   - Allow Programmatic Clipboard (or Allow Paste): Enable or Prompt
   - Scripting of Java Applets: Enable
8. Click the "OK" button twice to save settings and close the Internet Options dialog box.

13. When burning CDs, it says I do not have burn rights.

If Windows Media Player is indicating that you do not have burn rights, it means that you have not yet activated your files. You do this by playing one of the audio files using Windows Media Player and entering your password if prompted. (Please see #2 above.) Once your files are activated and will play on your computer, you will be able to burn up to 2 copies of each track to audio CDs using Windows Media Player.

14. I have a Mac computer, how can I get the files to work?

The Mac operating system does not support activation of protected Windows Media files. In order to access your files, you will need to do one of the following:

1. If your Mac has a dual operating system or "PC Side" you can download the files there to access them.
2. If you have access to a Windows computer, you can activate the files on that computer, then burn audio CDs as indicated in #3 above. These audio CDs will work in any computer or audio CD player. You can transfer the files from the CDs to your Mac.
3. If you don't have access to a Windows computer, please contact us. We can pre-activate the files for you so that they will work, or change your order and ship the audio CDs to you instead.

I burned CDs but they won't play in my CD player or another computer.

If the CDs you created will not work in a CD player or another computer, it means that you created DATA CDs rather than AUDIO CDs. With DATA CDs, you simply copy the files to a CD in their original format. But, when you create AUDIO CDs using Windows Media Player, it converts the files to standard audio CD format, which will play on any audio CD player, and will work in any other computer. To create AUDIO CDs, please see #3 above.