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Account and Billing Questions

Q: What labels are represented on Ctrax?
A: In partnership with MusicNet, Ctrax has obtained rights from BMG, EMI, Warner Music Group, Sony, Universal and over 70 independents labels.

Q: What if Ctrax does not have an artist I'm looking for?
A: Ctrax adds new music to its library twice every week, so if your favorite artist is not currently available, try again later. Ctrax will also recommend artists that are similar to the artists that you are searching for but cannot currently find. If you see a recommendation that interests you, click on that artist and see if that artist matches your interests.

Q: Where is Ctrax available?
A: Ctrax is available to anyone with a .edu email. We provide special rates to schools and universities that partner with us.

Q: Can I share my Ctrax membership with others?
A: No. You will be logged out if a friend logs in somewhere else using your information. You may however have up to 3 computers associated with your account.

Q: Can I make a subscription download permanent?
A: No. Subscription downloads are tied to your Ctrax subscription. If you want to purchase a permanent track or album, you must download a new file. Go to into Ctrax and click on the shopping card icon next to the track or album you wish to purchase. To burn a permanent purchase track or album to CD open Windows Media Player, add the track(s) to the current play list and click on Copy to CD. Follow Windows Media Player's instructions. You may want to delete your tethered download first to make room for the same song file with the permanent download permissions attached.

Q: What is DRM?
A: Digital rights management (DRM) systems help protect the copyright of materials by defining how the content can be used. These rights are determined by the publishers. Ctrax’s DRM is achieved through the use of Windows Media DRM.


Q: Why is the artist or song I'm looking for not available?
A: At this time, only songs that have been cleared by the artists, publishers, record companies, and others are available for download. Due to agreements by these parties, a tethered download or a permanent download may not yet be available in digital format. We are adding new songs as often as twice a week and more artists will become available for digital download every day.

Q: How do I get a license for these songs?
A: About a month after you download a song, Windows Media Player will try to renew your song license. Simply restart your computer, then open and login to Ctrax. Then open Windows Media Player and play your songs. Because you open Ctrax first, Windows Media Player will look to Ctrax to provide the renewed licenses. This should resolve any issue with expired or ended licenses.

Q: About license: Why won't my music play?
A: Ctrax provides licenses to your songs so you have permission to play them. At some point after you download the songs, they need to re-check the licenses to see if you still have permission to play them (usually every 30 days). To make sure that your licenses are up to date, please follow these directions. First simply close Windows Media Player and open it; this usually refreshes the licenses. However, if this doesn't work then, restart your computer. After restarting open and login to Ctrax. Finally, open Windows Media Player and play your songs. This lets Windows Media Player know where to get the licenses from (Ctrax). If you have any additional questions, please contact support@cdigix.com

Q: How do I cancel my account?
A: Please send this request to support@cdigix.com. Please send this request from your login email and also include the reason for closing your account.

Q: What is account hibernation?
A: Hibernating your account allows for you to keep your music on your hard drive for easy re-activation. We store your account information so it's ready when you're ready to re-activate your account. Then when you want to make your music available again, you just need to re-subscribe and your music will get a new license. There is no charge for this service and during hibernation you will not be able to download or listen to your music. Please email support@cdigix.com with any additional questions.

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Technical Questions

Q: What are the system requirements?
A: Make sure that your PC meets the minimum requirements:

• A PC with a minimum of 128Mb of RAM and a Pentium III 650 MHz or Celeron 700 MHz processor.
• Windows XP operating system. Macintosh’s are not yet supported, but Cdigix is working on a Mac version.
• 16-bit or higher sound card.
• If you don’t already have it, get Internet Explorer version 6 or higher. This may be downloaded from: Microsoft Internet Explorer Download

Note: Mozilla Firefox or other Web browsers will not work.

If you don’t already have it, get Windows Media Player Version 9 or higher. Version 10 is recommended. This may be downloaded from: Windows Media Player Download

Macromedia Flash Plug-in version 7 or higher. This may be downloaded from: Macromedia Flash Plug-in

Q: Can I use Ctrax to listen to my existing MP3?
A: No. You will need to use your media player software to manage and play songs that are not from Ctrax service.
Ctrax recommends using Windows Media Player 9, you may download it at the following link Windows Media Player Download

Q: Can I access my Ctrax service from another computer?
A: You may download songs on three unique computers with Ctrax installed. You may install Ctrax on additional computers, but you will not be able to listen to your Ctrax songs on them. Please note that you will not be able to download to multiple machines simultaneously. You may only be logged into one machine at a time.

Q: How do I download and install Ctrax software?
A: The Ctrax software is an Active X control. You may view the Cflix Media Manager at media.cdigix.com upon logging in, click on the Ctrax Music tab. The first time that you visit the Ctrax Music service you will be guided through the installation.

Q: How do I download a song from Ctrax?
A: After you have searched the catalog for the desired song to download, click on the song in the search results and then click 'Download'.

Q: How do I download an entire album?
A: All Ctrax songs may be downloaded. Check the Info column to the far right of the Search Results window. This column lists what you may do with each track. A shopping cart icon indicates that a track is available for purchased download. A downward arrowhead indicates that a song may be downloaded as a subscription download.

Q: What file format and bit rate are the downloaded software?
A: Ctrax downloads use Windows Media Audio encoded at 128kbps.

Q: Do I have to be online to play a downloaded song?
A: No. Simply select the song in your Windows Media Player and click the play button. You may collect downloaded songs and play them while offline or online. The licenses for subscription downloads must be updated every 30 days, so you may theoretically download a song and play it without being connected for 30 days. Permanent downloads mean that you never have to be connected to the web to play.

Q: How long do I get to keep my downloaded songs?
A: You may keep your subscription downloads as long as your Ctrax subscription is active. You will need to update the licenses every 30 days. This is done transparently to you as long as you are connected to the Internet and logged into the service. Downloads that are purchased never expire.

Q: Can I copy my downloaded songs to another computer?
A: You may download songs from Ctrax to three unique computers.

Q: Can I transfer songs to my iPod or burn to a CD?
A: Yes, you have to buy the track. Burn it to CD using Windows Media Player, then re-rip the song to mp3 and then you may transfer it to your iPod. If you have a portable player that is WMA/DRM enabled, then you may transfer the song straight from Windows Media Player. Unfortunately Apple has locked their iPods to their own proprietary service and file format.

Q: Are there issues with Windows Service Pack 2?
A: No, however you must make sure that you install the Active X control for Ctrax. This Active X is somewhat cryptic in Windows XP SP2, because it blocks the install instead of popping up a message to continue the install. You will see a bar just under the URL address in Internet Explorer, simply click the bar to install the Active X. You will also have to update your Flash player as installing Service Pack 2 will revert the Flash player back to an older version. This Flash player update is available at Flash.com

Q: What portable players can I transfer songs to?
A: Check out the following URL for a list of portable devices that are WMA enabled. http://www.microsoft.com/windows/windowsmedia/devices/

Q: How do I add songs to my current playlist in Windows?
A: Using Windows XP, you may queue up songs by right clicking on the song and select "Queue-It-Up" or Add to Now Playing List.

Q: How do I fix Activex issues?
A: ActiveX is needed to download music and media. Open Internet Explorer and click on the Tools menu. Then choose Internet Options from the drop down menu. Click on the Security tab and choose Custom Level. You will need to click on enabled or prompting for each ActiveX option.

Q: When downloading songs, why does it only get to 99 percent?
A: When the song download reaches 99%, it then seeks to acquire a license to permit playback of the song. If you are running an older version of Windows Media Player, you will be unable to get the license. You'll need to update your player. Open Windows Media Player and go to the help menu. Then choose "Check for Player Updates. You may also check to make sure that the song is available for tethered download and that your download folder is not on a shared or network hard drive.

Q: How do I deactivate my computer?
A: If you get a message saying that you have used the maximum number of computers for Ctrax (3 computers), please go the Settings section. Then click on the Subscription tab. If you need further assistance, then please contact support@cdigix.com to deactivate them. Please include your school login email.

Q: What if I have the Google Toolbar?
A: The Google Toolbar automatically blocks pop-up windows. Please click on the blocked button in the center of the Toolbar to allow pop-up windows for the cdigix.com domain.

Q: How can I update Windows Media Player?
A: You can download the latest version of Windows Media Player

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