FREQUENTLY ASKED QUESTIONS

1. Top Questions and Answers about XCP Content Protection Software
2. Equipment Compatibility
3. Listening to Tracks on My Computer
4. Copying Tracks to My Computer
5. Making Backup Copies of the Disc
6. Transferring Tracks to My Portable Device
7. iPod Questions
8. ConnecteD FAQ
9. Troubleshooting
10. Known Issues
11. Uninstalling the Software
12. Privacy
13. I Still Need Help

1. What is the First4Internet XCP content protection technology that SONY BMG has been using?

The XCP software is included on 34 commercial CD titles recently issued or reissued by Sony BMG.  This content protection technology was provided by a third-party vendor, First4Internet, and is designed to prevent unlimited copying and unauthorized redistribution of the music on the disc.

Security concerns have been raised regarding the use of CDs containing this XCP software.  These issues have no effect on the use of these discs in conventional, non-computer-based CD and DVD players.

If you obtain regular security updates from a major anti-virus service, you should receive an update through that process.  You may also download the update yourself from http://cp.sonybmg.com/xcp/canada/updates.html.

2. Why did SONY BMG place this technology on certain discs?

We placed the technology on certain discs to prevent unlimited copying and unauthorized redistribution of the music on the disc.  Content protection technology is an important tool to protect intellectual property rights.

3. Some people contend that the software has the features of malware or spyware technology.  Was this your intent?

No.  The content protection software was designed solely to prevent the unlimited copying and ripping of discs featuring the XCP content protection solution.  It is not intended to cause any harm to your computer and is not a monitoring technology.

The player on the disc features a web banner that uses standard web techniques to communicate with a SONY BMG web server to display additional web content related to the specific CD title — not to monitor your online activity or collect personal information.

4. How do I know if my SONY BMG disc contains XCP content protection? 

Click here for list of titles.

Alternatively, look at the back of the CD packaging. If you see a black and white table with "Compatible With" on the side, your disc contains some form of content protection. If the URL at the bottom of table ends with the letters "XCP" — specifically http://cp.sonybmg.com/xcp -- that disc contains the XCP software which is the subject of this FAQ.

Note, there are two exceptions. Two titles, Ricky Martin's "Life" and Neil Diamond's "12 Songs" were released with a content protection grid on the back of the CD packaging but XCP content protection software was not actually included on the albums.

5. Specifically which discs contain the XCP content protection software?

Click here for list of titles.

6. How can I tell if I have XCP content protection software on my computer?

Consumers who wish to check for the presence of XCP content protection software on their computers may download a detection tool here as an EXECUTABLE FILE (246K) or ZIP FILE (124K). Note, XCP content protection software is only for PC users (not Macintoshes).

7. If my computer contains the XCP content protection software, how can I protect my system?

SONY BMG has provided major software and anti-virus companies with a security  update.  If you obtain regular security updates from a major anti-virus service, you should receive an update covering the XCP software through that process.  You may also download the update yourself at:  http://cp.sonybmg.com/xcp/canada/updates.html.

8. How can I uninstall the XCP content protection software from my computer?

The uninstall software can be downloaded here. 

9. Is my computer at risk if I have previously uninstalled the XCP content protection software?

We have been alerted that the tool provided to uninstall the XCP content protection software from computers prior to December 2005 can result in a potential security risk. For your protection, we recommend that you either download the update/uninstaller software from here or follow the instructions below.

1. Using Windows Explorer, go to WINDOWS\Downloaded Program Files\
2. Locate "CodeSupport Control"
3. Right click on the file and select Remove from the pop-up window
4. The file is now removed from you computer system

If the file "CodeSupport Control" is not found in the above directory, then your computer is not affected.

10. How can I remove the cloaking component from XCP software on my computer using one of the Microsoft tools?

According to Microsoft, Microsoft Windows AntiSpyware (Beta), Windows Safety Live, and the Malicious Software Removal Tool (MSRT) all now have the capability to safely detect and remove the rootkit portion of the XCP software. Windows Antispyware (Beta) helps protect customers from spyware and other potentially unwanted software and currently has over 18 million active users. Customers who do not have Windows AntiSpyware (Beta) can download a copy at:
http://www.microsoft.com/antispyware

Microsoft is also updating its online scanner at the Windows Live Safety Center with a signature for the rootkit. This on-demand scanner tool is available at: http://safety.live.com. The Malicious Software Removal Tool (MSRT) will remove the rootkit as a part of the next scheduled monthly release on December 13, 2005. The MSRT removes the most prevalent malware on systems through the automatic updating capabilities in Windows, and has been run more than 1.6 billion times in the past 10 months. This tool will be available as an on-demand scan at:
http://www.microsoft.com/malwareremove

11. Can I get another copy of the disc without the content protection software on it?

Yes. SONY BMG is commencing a consumer exchange mail-in program whereby consumers may return any CD containing XCP software for a replacement version of that title without the software. Consumers who wish to participate in the exchange program will be given the opportunity to return by mail previously purchased CDs employing the XCP software, and will have unprotected CDs without the XCP software mailed back to them. Through this program, consumers can also Shipping in both directions will be free to consumers. Please click here for program details.

12. Are the content protected discs still for sale?

SONY BMG has contacted all its retailers, requesting them to remove from inventory all affected titles.  We will be providing replacement titles that do not carry the XCP protection software as soon as possible.

13. What is SONY BMG doing about its future content protection initiatives?

We are reviewing all aspects of our content protection initiatives to be sure that they are secure and user-friendly for consumers. The consumer experience is our primary concern, and our goal is to help bring our artists' music to as broad an audience as possible. As we develop new initiatives, we will continue identifying new ways to meet consumers' demands for flexibility in how they listen to music, while protecting intellectual property rights.

14. Who can I contact for more information?

Please click here for contact details.

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Equipment Compatibility

1. I have an Apple Macintosh computer. Will the disc work on my MAC?

Yes. This disc will behave like a traditional CD in a Mac.

2. How can I tell if the disc is compatible with my computer?

Please check the Minimum System Requirements.

3. My CD player will not recognize this disc.

This disc contains both an audio session and a data session for computers which makes it a multi-session disc. These discs are fully compliant with the Sony/Philips CD disc specifications. If your player will not recognize the disc please check whether your player recognizes multi-session discs in general.

If you are still having problems or questions please contact us to help you determine whether your hardware is compatible.

4. How can I tell if my portable device is compatible?

Users may transfer audio files from a PC to compatible audio devices. Please check the links below for information on devices:

• Windows Media - http://www.playsforsure.com/
• ATRAC (available on certain titles) – http://www.sony.net/Products/ATRAC3/

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Listening to Tracks on My Computer

1. Will this disc play on my computer?

Yes. This disc is compatible with both PC and Mac.

PC Users: When listening to music directly off the disc, you must use the player provided on the disc. Attempting to play the audio on the disc (while the disc is spinning in the computer drive) with another player (i.e. Windows Media Player, Real Player, iTunes) will result in distorted sound.

Consumers who have used SONY BMG XCP content protected CDs on their personal computers are encouraged to download the latest software update here. The effect of this update is to uncloak the XCP components on the computer's hard drive, thereby allowing anti-virus software to detect and block any potential viruses from exploiting the content protection software.

Mac Users: This disc will behave like a traditional CD in a Mac.

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Copying Tracks To My Computer

How do I import tracks from the disc onto my computer?

This disc allows you to copy audio files to your computer in a secure format. To copy tracks to your computer, click this icon

inside the player on the disc. Next, select which format you would like to use to copy the tracks. You can copy tracks using secure Windows Media, or on some titles, copy ATRAC files for use with Sony portable devices.

The choice of audio format will determine what media player you can use to play back the files as well as what portable device you can transfer the files to. Please refer to the web links on the disc for more information on these formats.

Copying WMA tracks to my computer

To copy tracks to your computer in the secure Windows Media format, you must have Windows Media 9 or higher installed on your computer. If you do not have Windows Media 9 installed, you can download it directly from Microsoft. Additionally, if you are running a version of Windows older than Windows XP, then you must also have DirectX 9 installed. You can download DirectX 9 directly from Microsoft.

If you choose to import WMA files to your computer, then you will be prompted to select your default media player. Next, you choose the directory on your computer where you want to copy the WMA files. Finally, you can select the individual tracks you want copied to your computer in WMA format.

Please note that secure WMA files play in many different media players, not just Windows Media Player.

Copying ATRAC files to my computer (option available on some titles)

To copy tracks to your computer in the ATRAC format for use with Sony portable devices, you must use the "MUSIC PLAYER" software provided on this disc. This application will be installed the first time you try to copy the ATRAC files to your computer. If the "MUSIC PLAYER" installer does not automatically launch, then follow these steps to launch the "MUSIC PLAYER" installer manually.

1. Double click on the 'My Computer' icon on your desktop
2. Inside the 'My Computer' window, double click on the icon for your CD-ROM drive
3. Once you see the list of files on the disc, double click on the folder named 'BIN'.
4. Once you see the list of files in the 'BIN' folder, double click on the folder named 'WIN32'.
5. Once you see the list of files in the 'WIN32' folder, double click on the file named 'MQSETUP.EXE'.

Once MUSIC PLAYER has launched, you can import the tracks from the disc onto your computer with the “Album Import” function.

You can transfer your music saved in the MUSIC PLAYER to other ATRAC compliant Jukebox software (i.e. SonicStage, or OpenMG Jukebox). Once a track has been imported to a PC, it cannot be imported again until the first copy has been deleted.

Once a track has been exported from MUSIC PLAYER to SonicStage, if you then delete the track from SonicStage, you will not be able to re-export the track from MUSIC PLAYER to SonicStage without first deleting the track from MUSIC PLAYER you can re-import that track (content file) only from the original disc.

Do not use Windows Explorer or other applications to move or edit track files. This can make them unplayable.

Can my existing MP3 collection be imported into the MUSIC PLAYER software?

Files such as MP3 or WAV cannot be imported into the MUSIC PLAYER software. The MUSIC PLAYER software is only compatible with these discs.

What is the bit rate that the audio files I move to my computer are encoded in?

Windows Media Audio (WMA): 128 kbps
ATRAC3: 132 kbps

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Making Backup Copies of this disc

1. Can I make a backup of the disc?

PC users may make a limited number of copies of the audio on the disc. Please refer to the End User License Agreement on the disc for more information. Disc copies may only be made through the player provided on the disc. The resulting discs will be copy protected and are playable on all standard playback equipment including computers. These discs may not be copied further nor may tracks be moved to the computer from them.

2. How do I make a backup copy of the disc?

This disc allows you to make a limited number of backup copies for personal use. To make a backup copy, click this icon

inside the player on the disc. Next, click the 'Start' button. This will quit the current player, and launch a new application titled Mini Burner which will create the backup copy.

In the Mini Burner, select the drive that you want to use to make the backup copy. Next, select the speed at which you want to burn the disc. Finally, leave the write mode set to Default. Press the OK button to begin the backup process.

Halfway through the process, the disc will eject and you will have to insert a blank, CD-R disc. Once you insert the blank disc, then the process will complete.

3. What do I do if the backup does not work?

If the backup copy fails, first make sure that your system meets the Minimum System Requirements, specifically the fact that you need at least 700MB of free hard drive space in order to make the backup.

If your system meets the Minimum System Requirements, then here are some additional steps you can take:

• Try burning the CD at a slower speed, preferably 8x. Some drives experience problems burning backups at very fast speeds.
• Try using a different type of CD-R disc. The quality of CD-Rs can vary from manufacturer to manufacturer.
• Try selecting 'Alternate' for the write mode. For a few drives, this mode works better for making backup copies.

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Transferring Tracks To My Portable Device

1. How do I transfer the tracks to my portable device? (PC users only)

To transfer an ATRAC file to your portable device, you must have OpenMG Jukebox or SonicStage software (provided with ATRAC compatible devices) installed on your computer.

SonicStage comes preinstalled on VAIO computers or with Sony digital music players.

To transfer a secure Windows media file to your portable device, please refer to the instructions within the media player.

2. How do I get ATRAC files onto a portable device?

In order to get ATRAC files onto compatible devices, you must first use the MUSIC PLAYER application to import the files from the disc. From MUSIC PLAYER you can then export these files to ATRAC compliant jukebox software (supplied with ATRAC compatible portable devices). If you already have such a jukebox on your computer you may set MUSIC PLAYER to export the files directly to the jukebox. To do this please go to Menu -> Options -> Export within MUSIC PLAYER.

For a list ATRAC compatible devices please CLICK HERE.

3. How can I get tracks I rip from my CD into iTunes and/or onto my iPod?

Please follow the instructions below in order to move your content into iTunes and onto an iPod.

[Macintosh]
If you have a Macintosh computer you can copy the songs using your iTunes Player as you would normally do.

[Windows]
If you have a PC place the CD into your computer and allow the SONY BMG audio player on the CD to automatically start. If the player software does not automatically start, open your Windows Explorer.
Locate and select the drive letter for your CD drive. On the disc you will find either a file named LaunchCD.exe or Autorun.exe. Double-click this file* to manually start the player.

* TIP: If your CD does not contain either the LaunchCD.exe or
Autorun.exe files, it may not be compatible with this iPod
solution. Please contact technical support for more information.

Once the SONY BMG player application has been launched and the End User License Agreement has been accepted, you can click the Copy Songs button on the top menu.

TIP: Consumers who have used SONY BMG XCP content protected
CDs on their personal computers are encouraged to download
the latest software update from:
http://cp.sonybmg.com/xcp/english/updates.html

Follow the instructions to copy the secure Windows Media Files
(WMA) to your PC. Make a note of where you are copying the songs to, you will need to get to these secure Windows Media Files in the next steps.

Once the WMA files are on your PC you can open and listen to the songs with Windows Media Player 9.0 or higher (or another fully compatible player that can playback secure WMA files, such as MusicMatch, RealPlayer, and Winamp). You can then burn the songs to a standard Audio CD. Please note that in order to burn the files, you will need to upgrade to, or already have, Windows Media Player 9 or higher.

Once the standard Audio CD has been created, place this copied CD back into your computer and open iTunes. iTunes can now rip the songs as you would any normal audio CD.

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ConnecteD FAQ

1. What is ConnecteD?

ConnecteD is a technology that allows owners of an original disc to access bonus content and features on the Internet. It is available only on certain titles.

2. I have the CD in my computer, but it says it can't find it.

First, check to make sure that no other programs are open that use the CD, programs like CDPlayer, RealJukebox, or MusicMatch. Also, make sure that you have an official version of the CD. ConnecteD will NOT work with CD-Rs.

3. I bought the CD, but it still won't work on my computer? What am I doing wrong?

Currently, the ConnecteD site will only work with Windows 98SE, ME, 2000, and XP.

4. The Shockwave movie won't play. What's wrong?

If you are having trouble running the Shockwave movie, please visit the Shockwave Installation page to determine what might be wrong with your Shockwave installation.

5. Other problems with movie playback

Make sure you can play back normal shockwave movies. You can find some to try out at the web sites of Macromedia, Sony, and many others. If a regular shockwave movie does not play correctly, then a ConnecteD one will not play either.

6. Other tips (Windows users):

• Make sure the Windows CD Player is not open. If it is, make it active and then quit the CD Player application.
• If your computer is set to Autoplay CDs when they are inserted, you can override this by holding down the Shift key for about 5 seconds after the CD has been inserted.

7. AOL Users

For best results, run a separate browser on top of your AOL connection. For example, run AOL, then launch Netscape or Internet Explorer. Set up for ConnecteD as you would if you were running the browser independent of AOL. If you have any other issues, please refer them to ConnecteD@sonymusic.com

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Troubleshooting

1. What computer access rights do I need to use this disc on Windows?

You must log on to your computer with Administrator rights or Power User rights to fully use the disc. Normally, you should have Administrator rights, unless you are working in a corporate environment in which case, you'll need to contact your IT department to have them install the software for you.

On Windows XP Home Edition system you will need Administrator rights (typically the default setting) as well, not User rights.

Consumers who have used SONY BMG XCP content protected CDs on their personal computers are encouraged to download the latest software update here. The effect of this update is to uncloak the XCP components on the computer's hard drive, thereby allowing anti-virus software to detect and block any potential viruses from exploiting the content protection software.

2. How can I update the software on my computer? How can I make sure my computer is secure?

SONY BMG has provided major software and anti-virus companies with a security update.  If you obtain regular security updates from a major anti-virus service, you should receive an update covering the XCP software through that process.  You may download the software at: http://cp.sonybmg.com/xcp/canada/updates.html.  This same software provides the option of uninstalling the XCP content protection components from your computer.

3. Why do I get this error message when trying to import an album into the MUSIC PLAYER software - “ERROR: Unable to find selected disk. Please check that the selected disk is functioning properly.”

This error message may appear if the CD in the CD/DVD drive is not an original disc. Content included on a CD-R (burned disc) will not operate with your MUSIC PLAYER.

4. I inserted the disc into my PC and the player did not launch. What should I do?

If you are trying to play the disc on a PC, you can launch the player manually by following these steps:

1. Double click on the "My Computer" icon on your desktop.
2. Inside the "My Computer" window, double click the icon for your CD-ROM drive.
3. Once you see the list of files on the disc, double click the file named "AUTORUN.EXE".

5. The audio looks like it’s playing, but I don’t hear anything.

Make sure that your speakers are plugged in, and that your system volume is not muted. You can check these settings by double clicking the speaker icon (usually located on the right side of the Task bar) that displays on your monitor screen.

6. While playing the original disc, I had one of the following problems - can you help me?

• The music did not resume after I pushed the “start”, “stop”, or “play” button.
• The fast forward and rewind functions did not work.
• I could not play all of the songs listed on the disc.
• There were long delays between songs after I pushed a function button (e.g., “start”, “stop”, “play”).

It would be helpful if you contact us and tell us what the brand and model number is of the player you are using, and describe the problem in detail.

7. While playing the original disc in my PC, the audio sounded distorted, and in general, the sound quality was poor – what's wrong?

Playback of the audio tracks using any media player other than the one that is included in the ROM session of the disc may cause audio distortion and signal degradation.

8. The audio started "skipping" when my screensaver activiated. What can I do?

If your computer works on a Windows operating system, sometimes while listening to your music with the disc in your ROM drive, screensaver activation may cause the audio signal to "skip". If this happens, the skipping will generally disappear when you either temporarily disable the screensaver, or, alternatively, when you click on the mouse (or keyboard), thus temporarily deactivating the screensaver feature.

9. The disc (or some tracks) does not play on my home stereo CD player. What can I do?

Please report this problem by contacting Customer Support.

10. What do I do if the backup does not work?

If the backup copy fails, first make sure that your system meets the Minimum System Requirements, specifically the fact that you need at least 700MB of free hard drive space in order to make the backup.

If your system meets the Minimum System Requirements, then here are some additional steps you can take:

• Try burning the CD at a slower speed, preferably 8x. Some drives experience problems burning backups at very fast speeds.
• Try using a different type of CD-R disc. The quality of CD-Rs can vary from manufacturer to manufacturer.
• Try selecting 'Alternate' for the write mode. For a few drives, this mode works better for making backup copies.

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Known Issues

Ejecting the disc while player is running causes the player to crash

Ejecting the disc while the player is running may cause the player to crash. Please quit the player before ejecting the disc.

Player takes up a large percentage of CPU cycles

On slower machines, especially ones running Windows 98 and Windows ME, the player may consume a high amount of CPU cycles even if it is not playing back audio. If you experience audio playback problems try quitting out of other open applications.

The CD burner application crashes halfway through making a backup copy of the disc.

This behavior has been noted on very few, older CD-R drives. Please try burning the disc again using the Alternate Mode option in the Mini Burner. If you have questions about the compatibility of your CD-ROM drive, please contact Customer Support.

The CD burning application does not show the correct drive writing speed.

The drive speed listed in the burning application is the recommended speed at which you should burn the disc, even if your drive is capable of burning at faster speeds.

Incompatible Drives

If you have experienced problems with this disc on your current drive, please contact Customer Support.

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Uninstalling the Software

How do I uninstall the software?

The uninstall software can be downloaded here.

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Privacy

Will personal information be collected from my computer during the installation process?

No, none of your personal information will be collected during the installation process.

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I have questions or concerns that are not answered in this FAQ. Can you help me?

Yes - it would be helpful if you send us detailed information regarding the issue you are experiencing, for example: how you operated the device, what symptoms occurred, and all messages and error codes.

To contact Customer Support CLICK HERE.

To contact Press, Publicity, and Media Relations CLICK HERE.

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