Solutions to Common Problems

Help! The Download Manager won't work for me!
The new Download Manager ("nugster") requires the latest version of Java. The Download Manager will work on both Macintosh OS X and Windows XP with either Internet Explorer, Firefox, or Safari browsers. Below are step by step instructions for using the Download Manager. If for some reason you are unable to use the Download Manager, you may always download manually by clicking the Manual Download link.

Please follow these instructions:

1. First we will check that you have the latest version of Java installed and that it is enabled in your browser.
2. If you see the screen below, then click the Start Download button to launch the Download Manager and skip to Step 6.
   
3. If you have a problem on this page, please make sure you have Java and JavaScript enabled in your browser for LiveBonnaroo.com.
4. If you see the screen below then click the Download the latest Java Runtime link to install Java on your computer.
   
   
5. Follow the instructions on the Java web site to install Java on your computer. Once the installation is complete, please close your browser, reload the download manager window and return to Step 2.
   
6. The first time you launch the Download Manager, your browser will prompt you to accept the security certificate for the Download Manager. This certificate ensures you that the code is secured by nugs.net enterprises, LLC, the company that powers the LiveBonnaroo.com website. Please make sure the checkbox is checked to Always trust content from the publisher and click the Run button.
   
7. The Download Manager will prompt you to choose where to save your files. Please select the folder where you want to save your files, or create a new folder. Then click the Start Download button.
   
8. Once your downloads start transferring you may monitor the progress and start listening to each file once it is completely downloaded. Each filename will turn blue when complete and you may click on it to listen to it.
   
9. Once all your downloads are complete you can click on each file or right-click a file to open the folder where you saved your files.
   

How do I download the files I purchased?
Please follow these instructions:

1. Please make sure to log in to the site with the email address you used to purchased your files. Click the LOG IN link at the center of the top of any page on LiveBonnaroo.com to log in.
2. At any time, you may return to the MY DOWNLOADS page to view the status of all your purchased downloads.
3. Click the START DOWNLOAD link next to the item you would like to download.
4. Alternatively, you may click the checkboxes next to several items, and then click the DOWNLOAD SELECTED button.
5. Please review the instructions above for our Download Manager.

Once you start a download, you will have 48 hours to complete that download. Please note: if you experience problems downloading particular tracks from a given show, you may return to download those tracks again for up to 48 hours from the time you started to download that show. If you continue to have problems downloading some or all tracks from a particular show, please contact customer service rather than attempting repeated downloads. Every download attempt (whether successful or not) adds significantly to the operational costs of Live Bonnaroo, especially in the case of FLAC files - the long term viability of this service relies on users successfully downloading purchased shows on their first attempt.

What do I do if I couldn't download my files within 48 hours?
If you have technical difficulties downloading all the files for a show you've purchased within 48 hours of the time you started to download that show, please contact customer service. The "My Stash" page will always show how much time you have left to download each show you've purchased. PLEASE NOTE: you can start downloading your files whenever you like -- the 48 hour period starts only when you initiate your download.

Why am I having problems registering as a new user?
To register with www.LiveBonnaroo.com, click the LOG IN link at the top of any page. A log in window will pop open. Click the REGISTER HERE link to create a new user account. Make sure you use a valid email address when creating a new account. Please make sure you are using Internet Explorer 6 or later. You will need to have cookies enabled to use www.LiveBonnaroo.com AND www.LiveBonnaroo.com. In Internet Explorer, enable cookies by selecting Tools>Internet Options>Privacy>Edit. Make sure you are not refusing cookies from www.LiveBonnaroo.com. If you are using Mac, please login with IE 5 or Safari.

What do I do if the files I download are corrupt or incomplete?
When downloading large files, especially FLAC files, your web browser or ISP may reset your connection to the LiveBonnaroo.com download servers. In most cases, you can resume a broken download by selecting the files in the Download Manager window that you need to resume.

WINDOWS USERS:
1. Log in to www.LiveBonnaroo.com.
2. Browse to the show you need to download.
3. Click the DOWNLOAD button.
4. The Download Manager window will open with a list of all of the songs for this show.
5. Click the orange DOWNLOAD ENTIRE SHOW button at the bottom of the window.
6. A small window will pop open prompting you to choose a directory to download into. Select the folder where you originally saved the files for this show.
7. The Download Manager will load the list of all of the songs for this show. You may click the SKIP>> buttons on the left side of the list to skip over any songs you have already downloaded successfully.
8. The Download Manager will automatically start downloading your files.
9. If you have any problems, please contact customer service.

MAC USERS:
1. Open Safari.
2. Click the Window menu at the top of your screen.
3. Select Download Manager.
4. A window will pop open with a list of your recent downloads.
5. Look through the list for the song files you need to resume.
6. Double-click the song file and a window will open with information for that file.
7. Click the Reload button in the bottom-right corner of the window.
8. Your download of this file should resume.
9. If you have any problems, please contact customer service.

How do I burn FLAC files to CD?

WINDOWS USERS:
1. Extract your FLAC files to WAV; simply drag all your FLAC files onto the FLAC front-end software and click the DECODE button.
2. Drag the WAV files onto your favorite CD burning software.
3. If you are using the latest version of Nero CD burning software, you can skip the conversion step. Make sure you have installed the proper FLAC software with the FLAC plugin for Nero. Drag the FLAC files for each disc onto Nero and burn your CDs according to Nero's instructions.

MAC OSX USERS:
1. Make sure you have OS X (10.2 or later) and the latest FLAC software.
2. First you must expand your downloaded FLAC files to AIFF. You can do this using one of 3 applications: MacFLAC, FLACer, or MacAmp Lite.

To use MacFLAC:
1. Launch MacFLAC. NOTE: If this is the first time that you have used MacFLAC, you should set the Output Format to AIFF.
2. Drag your FLAC files onto the MacFLAC icon in your application dock to expand the files to AIFF.
3. You can now preview the files before burning them to CD. Double-click on any of the AIFF file icons to play them in the Quicktime player, or drag the AIFF files into the iTunes library to create a quick playlist for preview purposes.

To use FLACer:
4. Launch FLACer. NOTE: If this is the first time that you have used FLACer, you should set the Output Format to AIFF.
5. Drag your FLAC files onto the FLACer icon in your application dock to expand the files to AIFF.

To use MacAmp Lite:
6. Launch MacAmp Lite.
7. Open Window -> Plugins -> Output and check the box next to AIFF Writer.
8. Drag your FLAC files into MacAmp Lite and click PLAY.

3. Finally, to burn your CDs, import the AIFF files into your CD burning software in the proper order and burn your CDs according to the instructions for your CD burning software using Disc At Once (DAO) to ensure that there are no 2 second gaps between the tracks.

How do I listen to FLAC files?

WINDOWS USERS:
1. Install Winamp and the FLAC plugin for Winamp, which comes with the FLAC Front-End installer.
2. Drag your FLAC files onto Winamp and enjoy!

MAC USERS:
1. You may use MacAmplite X (1.5b) to play your FLAC files on OSX. Simply install and launch
MacAmp Lite and queue up your FLAC files and enjoy!
2. Look here for links to download MacAmp Lite.

How do I download the show I purchased? Each show is now available for download by song. Please be sure to log in to the site with the email address you used to purchased the show. After you have purchased a show, browse to that show's page and click the DOWNLOAD button. The Download Manager window will open with a list of all of the songs for that show.

WINDOWS USERS:

MANUAL DOWNLOAD:
1. You may download songs individually by clicking on a song title.
2. An alert box should appear prompting you to save the file.
3. Select a folder to save the file into and click the SAVE button. Please make sure you have enough free drive space to save the entire show.
4. Repeat for each song.

DOWNLOAD ENTIRE SHOW AT ONCE:
1. Click the orange DOWNLOAD ENTIRE SHOW button at the bottom of the window.
2. A small window will pop open prompting you to choose a directory to download into. Select the folder where you would like to save this show. Please make sure you have enough free drive space for the entire show.
3. The Download Manager will load the list of all of the songs for this show.
4. The Download Manager will automatically start downloading the your files.
5. If you have any problems, please contact customer service.

MAC USERS:
1. Hold down the CONTROL (CTRL) key on your keyboard and click on a song title.
2. Click "Download Link to Disc" from the popup menu.
3. Choose a location on your hard drive to save the file and click Save. Please make sure you have enough free drive space for the entire show.
4. Repeat this process for each song.
5. If you have any problems, please contact customer service.
Please note: if you experience problems downloading particular tracks from a given show, you may return to download those tracks again for up to 48 hours from the time you started to download that show. If you continue to have problems downloading some or all tracks from a particular show, please contact customer service. rather than attempting repeated downloads. Every download attempt (whether successful or not) adds significantly to the operational costs of LiveBonnaroo.com, especially in the case of FLAC files - the long term viability of this service relies on users successfully downloading purchased shows on their first attempt.

Why is there a gap or click before each MP3 track? Every MP3 file has at least 20 milliseconds of silence at the beginning of it. Unfortunately, this is part of the MP3 format and cannot be removed. Most MP3 players (such as Winamp) remove these moments of silence automatically upon playback by cross-fading between tracks for seamless transitions.

Why can't I print the labels correctly? Some CD labels, tray inserts, and booklets are in Adobe Acrobat format (PDF), while others are JPEGs. The labels are designed for Neato label templates, available here. Please make sure you have the latest version of Adobe Acrobat Reader (available for free at http://www.adobe.com). Different printers align the printout of Acrobat (PDF) files in different ways. We are providing two different versions of each label, and we encourage you to try both and see which version aligns better with your printer.

Why am I having problems buying shows? Please make sure you have cookies enabled in Internet Explorer. Verify that your billing address matches the address your credit card statement is mailed to. Also make sure that your credit card number does not contain dashes or spaces. Make sure you enter a valid expiration date. If you are ordering from outside the U.S., please enter the name of your country in the STATE field as well as the COUNTRY field. If you continue to have problems, please contact customer service.

How do I download an entire show at once? Please review the instructions here.

General

What is LiveBonnaroo.com?
LiveBonnaroo.com is an archive of live performances from the annual Bonnaroo Music & Arts Festival in Manchester, TN. Each year we add new performances from artists who played at the festival. You may download individual songs or entire shows in both MP3 and FLAC formats.

How much does it cost?
The price of each show is based on format and length. Each show and album is available in two formats: MP3 (standard) and FLAC (premium). Entire shows in MP3 are generally priced at $9.95. Entire shows in FLAC are $12.95. Prices vary by length of the set released. Single tracks are also available for songs under 12 minutes for $0.99 per MP3 song.

What do I get?
After completing the purchase process you may download the entire show or album in the format you've chosen. For those who wish to burn the shows to CD, we have created for many of our shows printable PDF files for the CD labels, booklet and tray liner. You'll need to use the free Adobe Acrobat Reader 5.0 or later to print the files. The color files are printable on ink-jet and laser printers, and use NEATO templates.

What's the difference between MP3 and FLAC formats?
We have chosen two of the most popular audio formats among the online community: MP3 files are the standard format, and FLAC files are the premium format. With both MP3 and FLAC files you can continue to use your favorite audio applications and CD burning software. For a list of recommended software, look here. The standard MP3 files, encoded at 128 kbps (near-CD quality) are easy to download, easy to burn to CD, easy to transfer to portable players and sound great. However, MP3 files are compressed and therefore may not sound quite as good as the original source recording to a critical ear. MP3 files are versatile enough to use on both your computer and home stereo system. Many portable players that play digital music files can only play MP3 files. For fans who desire higher fidelity, we also offer a premium format. FLAC is a "lossless" compression which means that the source audio file is compressed, but without sacrificing any of the audio information contained in the master recording. An extracted FLAC file sounds identical to the original source (44.1 kHz, 16 bit stereo). The hi-fi FLAC files are much larger files and will take longer to download. These files are for audiophiles who want the best sound quality. FLAC files may be burned directly to CD on a PC running Nero CD Burning software with the FLAC plugin, while Mac OS X users must extract FLAC to AIFF files to burn CDs or to listen to the files. You may listen to FLAC files with a special plug-in for Winamp (PC) or using Macamp Lite (Mac). Be sure to check for compatibility with your favorite software or portable player. Please see the software FAQ for more information. New to downloading? We recommend starting with the standard MP3 format.
Please note that there is currently no FLAC software for any Mac OS prior to OS X.

Why is FLAC more expensive than MP3?
FLAC downloads are more expensive because they cost more to deliver to you. A show compressed in FLAC is typically five or more times the size of a show in MP3, and therefore costs substantially more to deliver over the Internet.

How does LiveBonnaroo.com affect Bonnaroo's taping policy?
For the most part, Bonnaroo's taping policy remains unchanged. Taping is only permitted when the artist performing explicitly allows audio taping. As with other official Bonnaroo releases, you may not copy (except for personal use) or trade any files offered through LiveBonnaroo.com. All free or paid downloads and other content offered via LiveBonnaroo.com shall be considered official Bonnaroo releases. You may still make and trade audience recordings at Bonnaroo concerts for personal use, subject to our Taping Policy

Can I use a dial-up modem or do I need a cable modem or DSL?
The rule of thumb is the faster the better. You can download shows from LiveBonnaroo.com on a dial-up modem, but it may take about 12 hours or more for one show in standard MP3 format. On a cable modem or DSL it typically takes between 15 minutes to a half-hour to download a show in MP3 format.

How quickly will new shows be available?
We strive to release shows as soon as possible, but the reality is that it may take several days or even weeks for some shows to be ready for release on LiveBonnaroo.com. We must wait for artists, managers, and record labels to approve each release, so we appreciate your patience Please register for email updates so you will always know when new shows are available.

Are you going to offer additional content from Bonnaroo's archives through the service?
We hope to add selections from Bonnaroo's extensive archives in the future. Please register for email updates as new shows are added to LiveBonnaroo.com.

Can I download content I've purchased from multiple computers?
Yes, you can download files from a computer other than the one you originally purchased the show on.

Can I make copies of the songs I buy at LiveBonnaroo.com? You may only copy the files you download onto CDs or other devices for personal use. Copies are strictly for your own use and you may not make additional copies for other people. Making copies of LiveBonnaroo.com shows for others violates the band's taping policy as well as federal and state copyright law. LiveBonnaroo.com relies on an honor system, and we ask that you do not abuse the unrestricted nature of these files. If you would like to see this type of delivery flourish, please don't abuse the system.

Can I get a refund? No. Due to the liberal distribution methods we have chosen (i.e., shackle-free unencrypted files), all sales are final. All purchases from LiveBonnaroo.com are subject to the Terms of Use.

If I've purchased a show in MP3, can I "upgrade" to FLAC? Again, all sales are final. If you want to hear a show or shows in a different format that you've already purchased, you'll need to go through the purchase process again.

So who put this together anyway? LiveBonnaroo.com is a partnership between Superfly, the Bonnaroo Music & Arts Festival, and nugs.net enterprises, LLC, the leader in live music downloads. We're the same folks who brought you LivePhish.com, LiveCheese.com, LiveMetallica.com, and LiveDownloads.com.

Video Downloads

How do I download Live Video? Each video track averages 75MB, which will take approximately 10 minutes on an average broadband connection. Please follow these instructions.

How do I watch videos?
Follow the steps above to download. You may watch videos in any player that supports MPEG-4 video. The most popular MPEG-4 player is the latest version of Quicktime, which is available for both Macintosh and Windows. You may also import Live Video onto your video iPod or other portable device. See below for details.

How do I put videos on my iPod?
Make sure you have the latest version of iTunes.You will need a video-capable iPod to watch videos on your iPod. Follow these steps to copy the videos onto the iPod and to watch them on the iPod:

1. Download and extract your videos, following the steps above.
2. Connect your iPod to your computer and launch iTunes.
3. Hit CTRL-O or Command-O on the Mac. This will prompt you to Add Media to your iTunes Library.
4. Select the video files (.MP4 files) you want to add.
5. Select VIDEOS from the left panel of iTunes.
6. Select the video tracks you want to copy to your iPod, and drag them onto the icon for your iPod on the left panel of iTunes.
7. To watch the videos on your iPod, turn on your iPod and go to the VIDEOS menu.
8. Select MOVIES.
9. Your videos will be listed in alphabetical order by filename (for example, ph951231_02_The_Sloth)
10. Click the video you want to watch to start playing.

How do I watch videos on my TV?
You may watch videos on your TV if you are able to connect your computer to your television, or if you have a home networking device that bridges your computer’s video output to your TV. Many laptops have an S-Video or composite RCA video output which can be connected to a TV. Read the manual for your PC for information on outputting video signals to your TV.

Can I burn videos to DVD?
LiveBonnaroo.com does not support DVD burning, as videos are not intended to be DVD releases, but you may burn a compilation of Live Video tracks to DVD if you have a DVD burner and DVD burning software which can import MPEG-4 video. Contact your DVD burning software manufacturer for details.

Can I copy and share videos?
LiveBonnaroo.com audio and videos are official releases and may not be copied (except for personal use on CD’s, DVD’s or other devices for portability or backup), traded, shared or offered for upload or download. Like all Live downloads, there are substantial costs associated with launching and maintaining this service, and its future viability depends on honest participation. We purposely made these files inexpensive and convenient to use with minimum hassle. We ask that you please recognize that effort by purchasing the tracks you want to enjoy.

Do videos contain DRM?
Unlike almost any other form of commercially-available download or physical music, Live Downloads do not contain digital rights management or "DRM" to impede copying the content. That decision was borne out of trust and respect. However, our taping policy only allows you copy the files you download (or any official release) for your own personal use. You may not make additional copies for other people in any form. Making copies of Live Downloads for others violates our taping policy as well as federal and state trademark and copyright law. Live Downloads relies on an honor system, and we ask that you not abuse the unrestricted nature of these files. If you would like to see this type of delivery of shows continue and flourish, please respect our taping policy and don't abuse the system.

Are you going to offer additional shows from the archives as Live Video Downloads?
Our long-term goal is to offer fans an expanding catalog of video footage from a variety of sources in a variety of formats, including Live Downloads.

Why isn't video available for an entire show?
Two reasons: (1) because this is a new, groundbreaking program, the ability to license the use of cover material is very complicated and not yet available. Discussions are taking place with outside publishers and we hope to be able to offer additional material in the future, and (2) some tracks are exclusive to other Digital Service Providers for a pre-determined length of time and will be available here as soon as we are able to offer them.

Technical

What are the recommended specs for enjoying LiveBonnaroo.com?
Please note: we do not recommend downloading FLAC files on a dial-up modem. If you are on a slow connection, please purchase MP3 files instead of FLAC.

Windows
Windows XP, Vista, or later
2 GB RAM
1 TB Hard Drive (a larger hard drive is optimal)
Pentium Core Duo (or equivalent)
Cable Modem or DSL
Internet Explorer 7.0 or later

Mac OS
Mac OS X (10.4) or later
2 GBRAM
1 TB Hard Drive (a larger hard drive is optimal)
Cable Modem or DSL
Safari or Firefox

Unix
You probably don't need our advice.

Is there a cumulative list of all the shows that I've purchased?
Simply click on 'My Downloads at any time once you've logged in, and you'll be taken to a page that lists all the shows you've ever purchased. The "My Downloads" page will always show how much time you have left to download each show you've purchased.

How do I burn my LiveBonnaroo.com shows to CD?
General Note: To avoid those annoying 2-second gaps between tracks on audio CDs, make sure you use the Disc-At-Once (DAO) option in your CD burning software or set number of seconds between tracks to ZERO

MP3
If you have access to a CD player that can play MP3 files, all you need to do is create a data CD of the MP3 files in the proper show order and play it in your CD player. However, many CD players can't play MP3 files from a data CD. Therefore, you will need to burn an audio CD from the MP3 files. Most CD burning software allows you to burn MP3 files as audio discs directly. Older software may require you to convert the MP3 files to WAV files manually. Make sure to burn the audio CD with the Disc-At-Once (DAO) option turned on or set number of seconds between tracks to ZERO. to avoid any two second gaps between tracks on your CDs. For PC users, LiveBonnaroo.com recommends Nero for your CD burning needs, though plenty of good alternatives are available.

FLAC
Using the appropriate software for your operating system, uncompress each of the FLAC files into WAV files. The WAV files are what you will need to burn an audio CD that can be played on most CD players. Keep in mind that not all CD burning software can burn WAV files. Be sure to check compatibility with your software. After the WAV files are extracted, burn them using the Disc-At-Once (DAO) option in your favorite CD burning application. For PC users, LiveBonnaroo.com recommends Nero (http://www.ahead.de/) for your CD burning needs, though plenty of good alternatives are available.

Can I copy shows onto my portable player?
Yes, MP3 files may be freely transferred onto your favorite portable device. FLAC files have to be uncompressed and converted into other file types (i.e. WAV or MP3 files) to be playable on a portable player. Use the software that came with your portable player to copy Live Bonnaroo onto your player.

Troubleshooting

Dude, Where's My Download?
Make sure to remember where you saved your files each time you download. If you can't remember, you can search your hard drive for files named "wsp050324" where "050324" is the date of the show you purchased and "wsp" is the abbreviation for Bonnaroo.

The show I downloaded is incomplete. Can I download again?
Yes, you may download the CD archives for the shows you've purchased again if your download was incomplete. If you are on a PC using the LiveBonnaroo.com Download Manager, then you can resume a broken download by saving into the same folder each time.

Links and Software

Need Help?
Contact Live Bonnaroo Customer Service

General Information and Software
www.cdrfaq.org

FLAC
FLAC installers for Windows, Mac OSX, and Linux

Stand-Alone FLAC Plugin for Nero (Windows)
xAct (Mac OSX)
MacAmp Lite X (Mac OSX)

CD Burning
Nero (Windows, to burn FLACs or MP3s to CD)

Toast 7 Titanium (Mac OSX)
iTunes (Mac or Windows, to burn MP3s to CD)

MP3 Players
Winamp (Full FREE Edition for Windows)
iTunes (Mac or Windows)

FLAC Players
Winamp (Full FREE Edition for Windows) with FLAC plugin.
MacAmp Lite X (Mac OSX)

Java (for Download Manager)
Java.com

Flash (for song samples)
Adobe.com

Video Players
Quicktime (Windows and Mac)
iTunes (Windows and Mac)
Real (Windows and Mac)