Amazon.com Help

Can't find my music

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My download finished, but I can't find my music.

Possible cause:

Saved to default Downloader location.
Saved to default browser location.
Saved .amz file instead of opening.

Check the default save locations

You have several options for downloading Amazon MP3 music. The save location for your .mp3 files may vary depending on the method you use. Here are the common save locations for each method:

I used the Amazon MP3 Downloader application: Music is stored in the "Amazon MP3" folder located within the "My Music" folder in Windows or the "Music" folder on a Mac. To view the default save location:
1. Launch the Amazon MP3 Downloader.
2. Click the View Download Folder button.
I used my Web browser to download: You can find your browser's default save locations by checking the settings:

Firefox:
1. Select Tools/Options from the menu at the top of the browser.
2. View the "Save files to" option in the Downloads section on the General tab.
Internet Explorer:
1. Select Tools/Options from the menu at the top of the browser.
2. View the "Save files to" option in the Downloads section on the General tab.
Safari:
1. Select Safari/Preferences from the Apple menu at the top of the screen.
2. View the "Save downloaded files to" option on the General tab.

Check the type of file downloaded

If you find a file with the extension ".amz" in one of the default locations listed above downloded very recently, you need to open that file with the MP3 Downloader to complete the download.

I have the Amazon MP3 Downloader installed: Double-click on the .amz file to launch the Amazon MP3 Downloader and complete the download.
I don't have the Amazon MP3 Downloader installed: Visit the Amazon MP3 Downloader install page and click the Download Now button. After the Downloader is installed, double-click on the .amz file to launch the Amazon MP3 Downloader and complete the download.

I can't find my bonus video, booklet, or other media information.

Check the default save location

Media information for your music such as PDF booklets and cover art are saved to your Downloader's default save location. To view the default save location:

Launch the Amazon MP3 Downloader.
Click the View Download Folder button.

Check Windows Media Player for videos

You can find videos downloaded with a music purchase in Windows Media Player. Here's how:

Launch Windows Media Player.
Click on the Library tab and select "Video" from the drop-down menu.
Your video should appear in the list of available media.

Import Media Information through Your Player

Launch iTunes or Windows Media Player on your computer.
Select "Music" from the Library.
If using iTunes: Right click or Command click on the album and select "Get Info" or "Get Album Artwork"
If using Windows Media Player: Right click or Command click on the album and select "Find Album Info" or "Get Album Info."

My download didn't finish

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My purchase completed, but my music didn't download.
Possible cause:

Need to update Web browser settings.
System settings prevented download.
Need to associate browser with Downloader

Retry the download using the Downloader

Check to make sure you have an active connection to the Internet.
If the download error message is still visible: Click the Retry button in the Downloader.
If you've closed the Downloader: Launch the Amazon MP3 Downloader appliation and click the Resume Downloads button.

Your music may only be available for redownload for a short period of time after you complete your purchase. Visit Managing Your Downloads to learn more.

Adjust your Web browser, firewall, or anti-virus settings

Allow Cookies from Amazon: Cookies to work with Amazon.com to confirm your purchases and manage your downloads. Enable your browser to accept cookies from Amazon.com to successfully download files.
Allow Pop-ups from Amazon: Set your browser to allow pop-up windows from Amazon.com. The Downloader works with your default browser and will launch new windows to help you complete purchases and downloads.
Enable Downloads from Amazon: Add Amazon.com to your list of trusted sites or allow downloads from Amazon.com if your browser, firewall, or anti-virus software displays a security warning.
Enable Download Notifications: Your browser could be blocking file downloads without notifying you. Enable automatic prompting for file downloads in your browser's security settings so you know if your browser is blocking downloads.

Install the most recent Downloader application

Visit the Amazon MP3 Downloader install page.
Check the Terms box and click the Download Now button.
Follow the "Detailed Installation Instructions" on the Amazon MP3 Downloader install page.

If you're not using the most recent version of the Downloader, you may be missing improvements we've made to the download experience. If you're having intermittent problems, reinstalling the software may help. See Using the MP3 Downloader to learn more.

Associate your Web browser with the Downloader

Visit the Amazon MP3 Downloader install page using your preferred Web browser.
Click the link in the "Troubleshooting" section to enable the Downloader for use with your browser.

Visit Setting Preferred Browser to learn more.

Contact Customer Service

If your download has expired and is no longer available or you need more help troubleshooting your download problem, please click the Contact Us button at http://www.amazon.com/help/mp3 to reach us via phone or e-mail.

I recieved an error message saying that my disc was full.

Possible cause:

Downloader requires more disc space than is avaialble

Clear up storage space on the default drive

The Amazon MP3 Downloader requires at least 200MB of available space on your hard disk. Please verify you have the required storage space available on the drive you wish to use. You can figure out where your music is being stored by following the instructions for finding your music above so you know which location needs more storage space.

Retry the download using the Downloader

Check to make sure you have an active connection to the Internet.
If the download error message is still visible: Click the Retry button in the Downloader.
If you've closed the Downloader: Launch the Amazon MP3 Downloader appliation and click the Resume Downloads button.

Import to my player failed

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I tried to have my music automatically added to my iTunes or Windows Media Player library it isn't appearing.

Possible cause:

Need to upgrade your software.
Need to update the Downloader settings

Install the most recent Downloader application

Visit the Amazon MP3 Downloader install page.
Check the Terms box and click the Download Now button.
Follow the "Detailed Installation Instructions" on the Amazon MP3 Downloader install page.

Install the most recent version of supported media players

Windows Media Player

About Windows Media Player
Download Windows Media Player (Mac and PC)
iTunes

About iTunes
Download iTunes (Mac and PC)

Update the Downloader Preferences

Launch the Amazon MP3 Downloader.
Select "File/Preferences . . ." from the Amazon MP3 Downloader menu.
Choose the desired default player under the "Media Library" section. Choose "Do nothing" if you do not wish to use the import function.

The options for "Add it to iTunes" or "Add it to Windows Media Player" will only appear if those applications are installed on your computer system.

My music has errors and won't play

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I tried to play my music but the file wouldn't play, the quality was poor, it skipped, or was incomplete.

Possible Cause:

Problem during download or download didn't finish
File has errors

Contact Customer Service

MP3 music downloads are only available for a short period of time. If you just downloaded your music and it doesn't play correctly, please click the Contact Us button at http://www.amazon.com/help/mp3 to reach us via phone or e-mail. We'll help you troubleshoot any download problems and check the file for errors.