• Connection/Internet/Network
• Purchasing Music
• Printing
• Account Information
• Credit Card Problems
• Score List
• No Sound in Viewer
• Zoom (size of music on screen)
• Highlighting Notes (how to stop)
• Sound Card Settings/MIDI Alert
• MIDI Instruments: Change Settings
• Macintosh

What can I do when I receive the following error message: "Could not find the www.FreeHandMusic.com:80 Internet server at this time, please try again later."?

This means you are running a firewall security program or are behind a firewall. You need to change the settings on your end to allow your machine to connect to our secure server. If you are running a Norton firewall, please do the following:

• Open the firewall program
• Click the Config button
• Click the Programs tab
• Scroll down and find the Solero Viewer in your list
• Change the setting from 'Block All' to 'Permit All'
• Try again

We have noticed that temporarily turning off Norton Security does not solve the connection problem, so you do need to change the settings.

Things to try to resolve an HTTP 401.1 or 401.2 error (a.k.a. Credentials)

• A "credentials" (401.1) error can be caused by an incorrectly set date on your computer, so please verify that the date is correct. Another thing that can cause this error is the Security setting in Internet Explorer (IE). If you are using IE, please check the Security setting.
• From the View or Tools menu in IE (version 4 or 5), select Internet Options, then click on the Security tab. If it's set to High, set it to Medium and try again. If it's already set to Medium, there's one other place to check: Near the bottom of the Security tab, next to the "Custom Level..." button there is another button called "Default Level" - if this is available (not dimmed out), this indicates you have set some custom level options, which may be interfering.
• To check this, click the "Custom Level..." button. The Security Settings window will open, and you'll see a scrolling list of options. Scroll down to the bottom section ("User Authentication"), and in the Logon section, make sure that "Anonymous logon" is not selected. If you're not sure which option is best for you, choose "Prompt for username and password", because this will always request them, which makes your computer safer in the event that someone gains access to it without your consent. Click OK once you've unchecked the Anonymous logon option.
• It might also be a good idea to quit/exit IE, then launch it again, to make sure the change is registered. If you're using Netscape, check to verify that you're using a Direct connection to the internet. To do this, from the Edit menu, choose Preferences., then click the plus sign next to Advanced (at the bottom of the list on the left). Click "Proxies" and check the setting. If you are using a proxy server, please check with that server's administrator to see if there is some security setting that's causing this problem.

Why can I download your viewer and connect to your site, but not download the music I paid for?

How do I purchase Solero® music?

Downloading music in Solero format requires that you:

1. Register a Username and Password on our web site
2. Install the Solero Music Viewer (only for PC or Mac with Windows emulator).

   Note: You cannot view the free demo song until your have completed these two steps.

To Register on our web site:

• Go to http://www.FreeHandMusic.com
• Click on "My Account" in the upper right area of the page
• Click on "Register Now"
• Fill out the form with information that you use for your credit card billing.
  When complete, click on the "Register Now" button at the bottom of the page.
• Be sure to note your Username and Password. You will need this information to log in to your account on our web site and in your Solero Viewer.

To install the Solero Music Viewer and log in to your account with it:

• Please go to this link: http://www.FreeHandMusic.com/DownloadViewer.aspx
• Click on the link to start the download.
• Choose to Open this file and allow it to install over the web.
• Then open your viewer (click on the Windows Start button, then Programs, FreeHandMusic, Solero, Solero Music Viewer, or on the shortcut on your desktop).
• Login in with your Username and Password. (Pull down the Account menu, and click on Log Out/Log In).
• To see the instructions for downloading the free demo song, click here: http://www.FreeHandMusic.com/PurchasedProducts.aspx
• We recommend that you install the viewer and play with the free demo song before you purchase any sheet music.

When I try to print, nothing happens.

• Please determine that you can properly print from another application, such as NotePad or WordPad, to verify thath your computer and printer are communicating properly. If not, then restart the computer and the printer, then try again.
• Once you've verified that your computer and printer are working, try printing the demo piece that you received free when you installed the Solero Music Viewer (usually The Three Little Maids). If it works now, try printing your song again.
• Sometimes printing problems are related to the use of old or incorrect print drivers. If you do not have the correct and current drivers installed for your printer, then the printouts may not match what you see on screen. You can visit the web site of your printer manufacturer to verify and download the latest version for your specific printer. For example, to find drivers for HP printers, you would go to www.hp.com, click on Services & Support, and then click on Print Drivers.
• If your printer does not respond, then check your print cables to confirm that the printer receives information correctly. Sometimes simply unplugging, then reconnecting both ends of the printer cable can clear up odd printing problems.
• If you have run out of print rights, please click on the customer feedback link and let us know. Included your username and the name of the song and we can grant you another print right.

When I tried to print, the paper jammed/the ink ran out.

When I printed my song, the staff lines were missing or the spacing was really odd.

• If you're printing on an inkjet printer (as opposed to a laser printer), one thing to try is to set the printer driver to Normal or Draft instead of Best. Please experiment with your settings using the demo song, "The Three Little Maids," as you can print this song as many times as you need/want. If you have a laser printer available, try printing to that instead.
• When you are satisfied with your printout, but you have run out of print rights for the sheet music file you purchased, please click on the customer feedback link and let us know. Include your username and the name of the song and we can grant you another print right.
  http://www.FreeHandMusic.com/Feedback.aspx

When I printed my song, the notes appeared as squiggles and boxes.

• When you print a song or a series of songs, make sure that you keep the Solero Viewer open until all the pages have completed printing. This problem usually occurs when you print a long song or several songs in a row, and quit Solero while the printer is still printing your music.

How can I get information about my FreeHandMusic account?

• To view, update or change your account information or get your balance, click "My Account" in the upper right of our web pages.
• Enter your username and password. Then, choose what you would like to check/update. If you're trying to change your password and run into problems, be sure you have Cookies enabled in your browser.
• When you edit your account information, once you've made the changes you want, click the Submit button at the bottom of the page.

My credit card is not being accepted but I know it is valid. What's wrong?

How do I find songs I purchased in previous versions of the Solero Viewer? I just installed the Solero 7.0 Viewer over a previous version, and the songs do not show up in the new Score List.

Can I manually add scores to the Score List?

What should I do when I press the "Play" button but I don't hear any music playing?

Assuming you can hear other sounds and music already, please try the following procedure:

• Open the Solero Music Viewer and open a song. Click on the "Tools" menu. Click on the "Preferences..." menu item. There should be a list of MIDI Devices, one of which is highlighted. Try clicking on a different midi device. Click OK. Try playing the song.
• Repeat for each MIDI Device listed. (Even if it works the first time, you may get a better sound with one of the other MIDI Devices). If you have no MIDI devices listed, try FM Synthesis (or any synthesis option you may have).
• If you have no options at all or if none work, you'll need to install either synthesis or MIDI drivers for your sound card. Check the manufacturer's web site for more information and to download the drivers.
• Another place you can check is the Volume Control panel. It's located in Windows Start > Programs > Accessories > [Multimedia] or [Entertainment] > Volume Control. Make sure the MIDI panel has the volume turned up, and that the Mute checkbox is not checked.

How do I view Solero® in a different "zoom" size?

How do I keep the notes from being highlighted as they play?

My scores are playing FM synthesis sound, when I have a wavetable sound card. How do I change the sound to wavetable?

I'm getting an alert that the MIDI device is already in use, but I don't have anything else running.

Please check to be sure there are no other sound devices active. By pressing CTRL+ALT+DEL, you can activate your Task Manager to see if other audio devices are active and close them as necessary.

If this is unsuccessful, please try the following procedure:

• Open the Solero Music Viewer and open a song.
• Click on the "Tools" menu.
• Click on the "Preferences..." menu item.
• There should be a list of MIDI Devices, one of which is highlighted. Try clicking on a different MIDI device.
• Click OK.
• Try playing the song.
• Repeat for each MIDI Device listed.
  (Even if it works the first time, you may get a better sound with one of the other MIDI Devices).
• If you see no MIDI devices listed, but you see FM Synthesis, try that.

Another place you can check is the Volume Control panel. It's located in Windows Start > Programs, > Accessories > [Multimedia] or [Entertainment] > Volume Control. Make sure the MIDI panel has the volume turned up, and that the Mute checkbox is not checked.

If it is necessary to further troubleshoot the problem, in the Control Panel open Multimedia and click on the Advanced tab. Click the plus symbol next to MIDI Devices and Instruments. Select each device one at a time and click the Properties button.

Make sure the status of each device shows as enabled and working correctly. If the device is not enabled and the option "Do not use MIDI features on this device" is selected, you may want to try selecting "Use MIDI features on this device."

If you still can not receive sound, then you may want to try reinstalling the drivers for your sound card. If a MIDI device has accidentally been removed, then reinstalling the drivers for your sound card should re-issue these devices to your system. Please contact the manufacturer of your soundcard to ask further questions about configuring your MIDI drivers, or check their web site.

How do I change instrument settings for the voices or parts of my score?

• From the Tools menu, Choose Instrument Settings, or choose Instrument button on the tool bar.
• Click the drop-down list for the instrument group you wish to see changed. If you want more choices, click the - (minus) sign to the left of the instrument name, so that it changes to a + (plus) sign, and then use the drop-down list for more choices.
• Highlight the instrument of your choice, then click "OK."

Can I use Solero with a Macintosh computer?

We are working on a Mac version of the Solero Music Viewer, however, at this time we have only a Windows 98/NT/ME/2000/XP version. We appreciate your interest and hope you will watch our site for further information.

Some Power Mac users have had success using Solero with the appropriate Windows emulator software. You could certainly give it a try since our Viewer is free! Please let us know if you have success.