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MP3 Player Troubleshooting

The steps below solve most issues using compatible MP3 players with Rhapsody 6.

Do not connect your Android, iPhone, iPod Touch, iPad, or Windows phone to our software. Use our mobile app instead. Rhapsody is not compatible with iPod Nano, iPod Shuffle, iPod Classic, Sony Walkman, or Philips MP3 players.

Having trouble with our old software, Rhapsody 4? See the Rhapsody 4 guide here.

Rhapsody 6 Troubleshooting steps:

1. Restart your computer
2. Check for updates for Rhapsody 6 by closing and reopening it. Updates appear in the upper right corner.
3. Sign out, completely close Rhapsody 6, then re-open and sign back in
4. Check for Windows updates
5. Temporarily disable any internet security software (antivirus, firewalls, etc)
6. Turn off Rhapsody HQ audio (click the gear icon, uncheck High Quality)
7. Check that PC date and time matches current day and time
8. Deauthorize your computer at account.rhapsody.com
9. Make sure Rhapsody 6 has been opened in Administrator Mode (right click the Rhapsody icon and choose “Run as administrator”)

For Issues with MP3 Players
1. Make sure your MP3 player is compatible with Rhapsody
2. Do not plug your phone into Rhapsody’s software. Use our mobile app instead.
3. Check that the MP3 player is in “MTP" mode in the player settings
4. Unplug & replug MP3 player into a different USB port
5. Deauthorize the player from account.rhapsody.com
6. Format your MP3 player by choosing "Format" from inside the player settings. This erases all content.
7. Uninstall Rhapsody 6 from Add / Remove Programs and reinstall it.

For MP3 player synchronization issues:


To get your Sansa working again, you'll need to reset the Windows Media
DRM on your computer, and reformat your Sansa.

Sorry this is required, but Microsoft forced us to move our Windows Media
DRM server from Windows Server 2003 to 2008 and this has caused some
client problems with the DRM.

Please try these steps to resolve it:


First, disconnect your MP3 player from the PC.


To remove the DRM folder on your computer:

  1. Run "Command Prompt" as Administrator.
    (Start -> "Command Prompt", right-click, Run As Administrator.)
  2. Type the following and press Enter: cd \ProgramData\Microsoft\Windows
  3. Type the following and press Enter: attrib DRM (It should show something similar to:  SH C:\ProgramData\Microsoft\Windows\DRM)
  4. Type the following and press Enter: attrib -r -s -h DRM && rmdir /s /q DRM && attrib DRM
  5. It should display: File not found - DRM
    (This means that the folder has been successfully deleted.)


Next, run the Rhapsody app. You should get a dialog to update Windows Media components. Click "Upgrade Now". When complete, click "Restart Now" to restart your computer.


While the computer is restarting, please use the MP3 player menus to
reformat your device.


NOTE: this will erase everything on it.


After your computer restarts, don't reconnect the MP3 player yet. Run
Rhapsody, and it may need to restore downloads (shown on the left). Please
wait until that completes.

Then connect your MP3 player. When the device appears in Rhapsody, click
on it and follow any steps shown. You should then be able to select the
playlists or specific tracks that you want on the device. It should then
be able to sync successfully.

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