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pf477814769
Troubleshooting Guide
Easy Solutions To Common Digital Problems



What do I do if...
...my music does not appear when I click "View and Print" from the "Digital Print" tab?
...I click "Continue" from the download pop-up window and nothing happens?
...the installation of Adobe AIR suddenly quits?
...there is no printer in the "select a printer" field?
...I click "Print" and nothing happens?
...my sheet music printed incorrectly or only in the corner of the page?
...I'm running MacOS and unable to download the Digital Print application?
...an error occurred stating “Sorry, an error has occurred. The application could not be installed because the installer file is damaged”?

 

 

My music does not appear when I click "View and Print" from the "Digital Print" tab...

1. An error may have occurred:

  • Error code #2082: You may have the digital viewer open in multiple browsers. Close any extra windows and continue.
  • Error code #2057: There was a connection error between Adobe Air and our digital viewer application. Close out the browser and try again.
  • Token not valid: Contact us at digital@sheetmusicplus.com for further assistance.

2. Your system may not have the latest version of Adobe Flash Player:

  • The following link will check to see if you have Adobe Flash Player and prompt you to install if you do not: http://get.adobe.com/flashplayer/.
  • Return to our website and access your Digital Print title.
  • If you continue to have problems, uninstall Adobe Flash Player then repeat the previous steps.
  • PC Users: Use Add/Remove Programs in your control panel to uninstall the programs.
  • Mac Users: Search for "Adobe Flash" and "Adobe Air" on your computer and run uninstall programs that appear. If no uninstall programs appear, simply drag the Adobe Flash Player and Adobe Air programs to the trash bin.

3. Your system may not meet the minimum system requirements:

 

I click "Continue" from the download pop-up window and nothing happens...

1. The download window may be hiding behind other programs:

  • Minimize the windows on your desktop to see if the download window is behind them.
  • If the download window is visible, follow the instructions to download and install our Digital Print Application. For help with this process, reference our Installation Guide.

2. You may need to manually install Adobe Air:

  • Download and install Adobe Air from the website http://get.adobe.com/air.
  • Return to our website, access your Digital Print title, and click on the Print button again to finish the installation process.

3. Your system may not meet the minimum system requirements:

 

The installation of Adobe AIR suddenly quits...

1. There may be an earlier version of Adobe Air already installed on your computer.

  • Download and install the newest version of Adobe Air from the website http://get.adobe.com/air.
  • Return to our website, access your Digital Print title, and click on the Print button again to finish the installation process.

2. Your system may not meet the minimum system requirements.

 

There is no printer in the "select a printer" field...

1. The Sheet Music Plus Digital Print Application may still be searching for printers installed on your computer.

  • Wait a full minute to see if a printer is found, especially if this is the first time you are attempting to print your digital sheet music.
  • Click the "Cancel" button and try again.

2. There may be a problem with Adobe Air connecting to the Sheet Music Plus Digital Print Application.

  • Click the "Cancel" button from the grey print message window.
  • Click the "Print" button from the grey toolbar just above your sheet music.


I click "Print" and nothing happens...

1. You may have the incorrect printer selected:

  • Check the "Select Printer" field and make sure the printer you are connected to is highlighted.
  • Click on the "Test Page" button.
  • If the Test Page prints, click the "Print" button from the grey toolbar just above your sheet music again and print out your music.
  • If you have already attempted to print your title, the print dialog may say you have 0 copies remaining. Attempt to print the title again anyway, as you are allotted one grace print. If you receive a message that no prints remain after hitting the"Print" button, email us at digital@sheetmusicplus.com and we will issue you an additional grace print.

 

My sheet music printed incorrectly or only in the corner of the page...

1. You may be clicking the incorrect print button:

  • Be sure to click the "Print" button from the grey toolbar just above your sheet music.
  • Do not hit ctrl*P, click a print icon from your browser, or choose "Print..." from your browser's file menu.
  • NOTE: If you have already attempted to print your title, the print dialog may say you have 0 copies remaining. Attempt to print the title again anyway, as you are allotted one grace print. If you receive a message that no prints remain after hitting the "Print" button, email us at digital@sheetmusicplus.comand we will issue you an additional grace print.

2. You may have selected the incorrect paper size.

  • When you get to the final window to click "PRINT" there will be an option to "Select Paper Size". The default setting is Letter size, but you can choose from a drop list which includes: A4, A5, A6, Executive, Folio, Japanese B5, Legal, Letter, and Statement.

 

I'm running MacOS and unable to download the Digital Print application...

MacOS may restrict downloads from some developers. To enable downloading the Sheet Music Digital Print app, follow the instructions indicated below:

 

  • Click the Apple  menu located on the top left hand side of your computer’s screen.
  • Click System Preferences.
  • Click the  “Security & Privacy” icon.
  • Click the “General” tab.
  • Click the Lock icon located on bottom left corner corner of the dialog box.
  • From the “Allow applications downloaded from” section, click “Anywhere”.
  • Click to accept the security setting.
  • Close and reopen your browser, and resume Viewing and Printing from your Sheet Music Plus Digital Print Library.

 

Once you’ve completed printing, you can change the Security and Privacy setting to “Mac App Store or Identified Developers” using the same steps.

 

Follow the instructions below to configure the Security settings in Safari to enable printing your Digital Print title:

 

  • With the Sheet Music Plus Digital Print page open, choose Preferences from the Safari menu.
  • Select Manage Website Settings in the Security tab of the Preferences panel.
  • Select "media.sheetmusicplus.com” from the list of currently open websites.
  • Select Run in Unsafe Mode from the pop-up menu.
  • From the alert message, click Trust.
  • Click Done, then close the Preferences panel.
  • Close and reopen the browser to enable the change.
  • Continue to View and Print from your Digital Print Library.

 

Once you’ve installed the Digital Print application, this procedure is no longer required to print additional prints or other titles.

 

An error occurred stating “Sorry, an error has occurred. The application could not be installed because the installer file is damaged”...

The error message “Sorry, an error has occurred. The application could not be installed because the installer file is damaged,” relates directly to the installation of Adobe AIR and not the Digital Print Application from Sheet Music Plus.  It’s likely there is an older version of Adobe AIR installed somewhere on your computer.  You can follow the debugging steps from Adobe located here:

 

http://helpx.adobe.com/air/kb/troubleshoot-air-installation-windows.html

 

Alternately, if you have access to a different computer, you can access and print the Digital Print title from your Account wherever you are signed in to Sheet Music Plus.

 

For further help, please contact us at digital@sheetmusicplus.com
 

 

 For answers to additional questions related to Digital Print, visit our Digital Print FAQ page.