The most current version of this document can be found at: http://wwws.musicmatch.com/faq/MISC020.htm
Note: All support offered by MUSICMATCH is available in English only.
MUSICMATCH Jukebox Technical Support by phone
Because we often need additional system configuration information emailed to us and the time involved in downloading new drivers or other files, MUSICMATCH does all technical support through email. We will be more than happy to assist through email but do not handle technical support by phone. We apologize for any inconvenience this may cause.
Regarding technical support issues, MUSICMATCH Jukebox is capable of providing detailed diagnostics regarding its installation and configuration on your PC. This information can help us better and more quickly identify the source of the problem you may be experiencing and allow us to better suggest a solution. Please resubmit your issue by doing the following (If you have already included this information, please include it again in the diagnostic report submission. This will allow us to consolidate the details regarding your issue and avoid future duplicate requests and delays.):
1. Connect to the Internet.
2. Open MUSICMATCH Jukebox.
3. Within MUSICMATCH Jukebox, click the Help menu, then Request Technical Support.
4. Under "Describe your PC System", please include the details about your system listed under "PC DESCRIPTION" below.
5. Under "Give a detailed account of the problem that you are seeing", please include answers to the QUESTIONS section at the bottom of this message.
6. Enter your email address and name into the spaces provided.
7. Place a check in each of the checkboxes under "Files", and select "Yes" under "Would you like to send this information to MUSICMATCH now?"
8. Click the OK button.
If you are unable to open MUSICMATCH Jukebox, these diagnostics are stored in separate files that you can attach to a reply to this message to provide us with much of the same information. Please attach the following files to your reply:
USERINFO.DAT
MMJBLOG.TXT
ALTLOG.TXT
MMJBREC.LOG
MMJB.RPT
MMCD.INI
MMJBLOG.SAV
These files will be found in your MUSICMATCH Jukebox installation directory if they exist (some of the files may not be present if they have not yet been created by the application). By default, the installation directory is "C:\\PROGRAM FILES\\MUSICMATCH\\MUSICMATCH JUKEBOX\\", but this path will be different if you specified a custom directory when you installed MUSICMATCH Jukebox.
If you are unable to open MUSICMATCH Jukebox, please also do the following to find out what exact version of MUSICMATCH Jukebox you are using:
- Open Windows Explorer.
- Navigate to the MUSICMATCH Jukebox directory.
- Right-click on MMJB.EXE
- Select "Properties".
- Click the "Version" tab.
- Under "Item name", click "Product Version".
- Include the number in the "Value" box with your reply (please include any three-letter extensions).
Please include the PC description details and answers to the questions listed below.
PC DESCRIPTION:
- Processor type and speed.
- Amount of RAM installed.
- Manufacturer and model of sound card.
- Any additional details you feel may be important.
QUESTIONS:
- Please include a detailed description of the trouble you are experiencing, including the following:
o A description of what you are trying to accomplish with MUSICMATCH Jukebox.
o The exact steps you are taking leading up to the problem.
o The exact point at which the trouble occurs.
o How often the problem occurs.
o The exact text of any error message you are receiving. If a "Details" button appears with the error message, please click it and include this exact text as well.
- Are you logged in to your computer as an administrator, power user, regular user, or other (please specify)?
- What applications are you running in the background or in the system tray (next to the clock in the Windows Taskbar)?
- Is this the first time you have installed MUSICMATCH Jukebox, did you install over a previous version using a setup file you downloaded from our web site, or did you use the Update Software feature inside the Options menu of MUSICMATCH Jukebox?
- If you updated from a previous version of MUSICMATCH Jukebox, did this problem first occur right after your update?
- Copy the unique tracking number at the bottom of this email and paste it into the support request form.
Again, this information can help us better and more quickly identify the source of any problem you may be experiencing and allow us to better suggest a solution.