Although the Concert Vault works without a hitch for most visitors, some people do occasionally have a problem.  There are three issues that make up the large majority of requests we get for support.  We have listed them below and the most common solutions to each of them.

Flash Install Problems.  Listeners occasionally tell us one of the following:

1. "It tells me I need to install Flash. I do, then try again, and it still tells me that I need Flash."
2. "It tells me I need Flash, but I know I have already installed it."

Solution.  We recommend that you try the following:

1. Close all browser windows and completely exit your browser
2. Open one browser window and go to http://www.adobe.com/go/getflashplayer/
3. Carefully follow the instructions on this page to install Flash
4. Exit your browser again, and if required complete any install steps required (for some browser types Flash will specify an additional step)
5. Re-open your browser and try the Concert Vault again.

If this doesn't work, then uninstall Flash completely and try the above procedure again.  To uninstall Flash, follow the instructions at http://www.adobe.com/go/tn_14157

Some additional information may be helpful.  You may believe that Flash is already installed, but it's important to follow these instructions to ensure that the complete install takes place correctly.  Also, Flash installs differently on different types of browsers - so if you've installed it for Internet Explorere, you may need to go through a separate install if you plan to use Firefox.  Finally, Internet Explorer 7 users will almost definitely need to perform a complete uninstall before installing.

The "Buffer Full" Problem.  Most reports of this problem read something like this: "When I try to play a concert, the player loads, then says 'Buffering...' followed by 'Buffer Full...', but nothing happens after that."

Solution.  There are actually two known issues that fit this description.  Here's the difference between them: after the "Buffer Full..." message disappears, if the track counter for the first track begins counting (from 0:00 to 0:01 and on through the length of the track), then the concert is in fact playing, but there is a problem with the audio setup on your Mac or PC. In this case:

1. If you are a Mac user, check your Audio settings in the Audio MIDI Setup utility, located in the Applications/Utilities folder on your Mac. Audio Output/Format should be set to 44100.0 Hz.
2. On a Windows PC, it’s a bit more complicated. There are numerous threads in forums on the subject, mostly by people for whom audio won’t play in YouTube videos (which are also Flash-based). Here’s an excellent tip on the subject, including a link to more information at Adobe: http://www.planetamd64.com/lofiversion/index.php?t26915.html

On the other hand, if the track counter stays at 0:00, then your PC's audio drivers may have become corrupted or are out of date and need to be reinstalled.  Please consult your PC's installation guidelines on how to do this.  If you are still experiencing this please send us a message by using our CONTACT US page.