We're here to help

Rhapsody 4 PC Software Troubleshooting

Remember

Rhapsody 6 has replaced Rhapsody 4. Technical support for Rhapsody 4 is limited to the steps below. If the steps do not resolve your issue, please switch to Rhapsody 6 by downloading it here.

Or, skip the software and MP3 player entirely and use our mobile app on your phone and www.rhapsody.com on your Mac or PC.

 

Basic steps 

1.  Make sure you're on the latest version of the Rhapsody 4 PC software.
      1.  Click the Help menu
      2.  Click Check For Updates
      3.  Install any available updates

2.  Completely shut down your computer and restart it

3.  Open Rhapsody, sign-out, then sign back in. (password problems?)

4.  Re-set the date and time on your computer

5.  Check for hardware driver updates on your PC

6.  Set Rhapsody to "Allowed"  in security software like anti-virus, firewalls & ad blockers.

7.  Reauthorize your computer:
        1.  Sign in to the Rhapsody software
        2.  Click My Account
        3.  Click Deauthorize Computer
        4.  Click My Account
        5.  Click Authorize Computer

8. Clear the Rhapsody cache file
        1.  Close Rhapsody
        2.  Open "My Computer"
        3.  Open the C: drive (Local Disk (C))
        4.  Open the Program Files folder
        5.  Open the Rhapsody folder
        6.  Delete the radfile.rcf file
        7.  Reopen Rhapsody

 9.  Reset Internet Explorer (Rhapsody uses IE even if you don't)

10.  Resynchronize
        1.  Sign in to the Rhapsody software
        2.  Press and hold the CTRL and SHIFT keys and click Tools
        3.  Click Backup and Reset Application Data Directory
        4.  Click Yes when prompted to continue
        5.  Rhapsody should close automatically
        6.  Open Rhapsody

11.  Update Windows components
        1.  Launch Internet Explorer (Rhapsody uses IE even if you don't)
        2.  Navigate to Microsoft's Security Component Upgrade page
        3.  Click Upgrade

 

Errors with 'authorize,' 'license,' 'DRM,' or 'rights'

1.  If the issue is with a specific song, delete it and re-download it
        1.  Find the song in My Library. Look for the Downloaded Subscription icon chan_icon_download.gif. Do not delete the track if it has a Purchased icon chan_icon_purchased.gif or you will have to re-purchase it.
        2.  Right-click the song you want to delete
        3.  Click Delete
        4.  Check "Also delete tracks from my hard drive". Click OK
        5.  Find the song again and re-download it

2.  Reset Windows Digital Rights Management (DRM)

 

'You could not be signed in', 'Network error' or 'Server error'

2.  Does the internet work? Try www.rhapsody.com from a fresh browser window.

3.  If you're using a router, try bypassing it and plugging your computer directly in to your modem.

 

Missing tracks, playlists, or library corruption

1.  Try the basics

2.  Were the missing tracks originally imported from your hard drive?
       Use the file import wizard to re-add them to your library:
        1.  Click the File menu
        2.  Click Add Media to My Library

3.  Were the missing tracks saved directly from Rhapsody?
       Re-sync with our servers:
        1.  Open "My Computer"
        2.  Open the C: drive (Local Disk (C))
        3.  Open the Program Files folder
        4.  Open the Rhapsody folder
        5.  Right-click on dbclient and select Run As Administrator
        6.  When the success dialog appears, click OK
        7.  Open Rhapsody

4.  Resynchronize Rhapsody
        1.  Sign in to the Rhapsody software
        2.  Hold the CTRL and SHIFT keys and click Tools
        3.  Click Backup and Reset Application Data Directory
        4.  Click Yes when prompted
        5.  Rhapsody will close automatically
        6.  Open Rhapsody

 

Script Errors

Solve this issue by signing-out, completely quitting the software and then reopening it, and signing back in. If that does not fix the issue, you may have potentially harmful malware on your computer. Disable the malware by following the steps below, or contact your computer manufacturer.
1. Click Start
2. Select Control Panel
3. Click Administrative Tools
4. Click Services
5. Scroll down, & right-click on
   "Adpeak Proxy"
   "Search Protect by Conduit Updater"
   "My Web Search"
6. Choose Properties.
7. Click the stop button
8. Select Disable or Manual in the Startup Type scroll bar
9. Restart the computer and re-open Rhapsody

MP3 player problems with Rhapsody 4

iPod Nano, iPod Shuffle, iPod Classic, Sony Walkman, and Philips players are not compatible with Rhapsody. Do not connect your iPhone, iPad, iPod Touch, Android, Windows Phone or Blackberry to your computer to use Rhapsody. Use our mobile app instead


 Basic steps

1.  Turn off your MP3 player, then turn it back on

2.  Plug your MP3 player into a different USB port

3.  Make sure you're on the latest version of Rhapsody's PC software
       1.  Click the Help menu
       2.  Click Check For Updates
       3.  Install any available updates

4.  Reset the date & time on your PC

5.  Reset the date & time on the MP3 player

6.  Set the MP3 player to "MTP Mode" under the Settings in the player.

7.  Reauthorize your computer:
        1.  Sign in to the Rhapsody software
        2.  Click My Account
        3.  Click Deauthorize Computer
        4.  Click My Account
        5.  Click Authorize Computer

8.  Reauthorize your MP3 player:
        1.  Sign in to the Rhapsody software
        2.  Connect the MP3 player to your computer
        3.  Right-click the MP3 player icon and click Deauthorize
        4.  Right-click the MP3 player icon and click Authorize

9.  Update the track licenses for your PC:
        1.  Sign in to the Rhapsody software
        2.  Click My Account
        3.  Click Update Track Licenses

10. Update the track licenses for your MP3 Player:
        1.  Sign in to the Rhapsody software
        2.  Connect the MP3 player
        3.  Click Tools at the top of the Rhapsody window
        4.  Click Device Compatibility Report
        5.  Click Update Track Licenses


 My device does not show up

Remember, do not connect your iPhone, iPod Touch, Android, Windows Phone or Blackberry to your computer to use Rhapsody. Use our mobile app instead. iPod Nano, iPod Shuffle, iPod Classic, Sony Walkman, and Philips players are not compatible with Rhapsody.

1.  Try the basics

2.  Does the player show up in My Computer when attached? If not, reinstall the latest drivers.

3.  Check Device Manager to see if Windows is detecting it correctly.

       For Windows XP
        1.  Right-click the My Computer icon and select Properties
        2.  Click the Hardware tab
        3.  Click the Device Manager button

       For Windows Vista/7/8
        1.  Click the Windows button (previously the START button)
        2.  Click Control Panel
        3.  Double-click on System And Maintenance
        4.  Click System
        5.  Click Device Manager

Check that Windows is detecting your device under Portable Devices.

If your device does not show up, or it shows up with an error, reinstall the latest drivers.

devmanager.png


 Authorize Device option is missing

The Authorize Device option only appears for compatible players in "MTP" mode. Set your player to MTP mode by selecting Settings on the player and then choosing Mode. Remember, do not connect your iPhone, iPod Touch, Android, Windows Phone or Blackberry to your computer to use Rhapsody. Use our mobile app instead. iPod Nano, iPod Shuffle, iPod Classic, Sony Walkman, and Philips players are not compatible with Rhapsody.

authdev.png


 Asked to synchronize device

1.  Try the basics

2.  Transfer a new track to your player

3.  Reset your device's secure clock
        1.  Sign in to the Rhapsody software
        2.  Plug your MP3 player in to your computer
        3.  Hold down CTRL & SHIFT on your keyboard & right-click  the player's icon
        4.  Click Reset Secure Clock

4.  Format your MP3 player (formatting erases everything)
        1.  Instructions for formatting Sansa players are here
        2.  Have a different MP3 player? Check the player's Settings for "Format" or "Erase"


 Device prompts to synchronize license

MP3 players must be connected to Rhapsody's PC software at least once every 30 days to renew song licenses. Songs will stop playing if you do not synchronize your player regularly. In rare cases a message to synchronize may appear before the 30-days ends. To resolve this error, connect your player to Rhapsody's PC software and allow the device to update. Subscription songs saved for off-line listening will no longer play if you cancel Rhapsody. MP3s purchased separately are yours to keep and play, regardless if you are a Rhapsody subscriber or not.


 Insufficient Rights, Track Type Not Compatible or General Error

1.  Try the basics

2.  Make sure you have the latest version of Windows Media Player installed on your PC

3.  Update your Windows security components:
        1.  Launch Internet Explorer (Rhapsody uses IE, even if you do not)
        2.  Navigate to Microsoft's Security Component Upgrade page
        3.  Click the Upgrade button

4.  Delete & re-download a few subscription songs. If this works, continue to delete and re-download.


 Rhapsody hangs or crashes while transfering

1.  Try the basics

2.  Resynchronize your library
        1.  Sign in to the Rhapsody software
        2.  Press and hold the CTRL and SHIFT keys and click Tools
        3.  Click Backup and Reset Application Data Directory
        4.  Click Yes when prompted
        5.  Rhapsody will close automatically
        6.  Reopen Rhapsody

3.  Reset the Windows DRM

4.  Update your Windows security components: 
        1.  Launch Internet Explorer (Rhapsody uses IE, even if you do not)
        2.  Navigate to Microsoft's Security Component Upgrade page
        3.  Click the Upgrade button


 Format your MP3 player

Sansa Fuze:
1.  From the Main Menu, select Settings > System Settings > Format
2.  Select Yes

Sansa View:
1.  From the Main Menu, select More > Settings/Options > System Settings > Format
2.  Select Yes

Sansa Fuze+ | Clip+ | Clip | e200:
1.  From the Main Menu, select Settings > Format
2.  Select Yes

Contact SanDisk >

 

Clean Reinstall

To completely remove all Rhapsody 4 components:
1.    Close Rhapsody
2.    Open "My Computer"
3.    Open the C: drive (Local Disk (C)
4.    Open the Program Files folder
5.    Open the Rhapsody folder
6.    Right-click on Delete Helix Licenses
7.    Click Properties
8.    In the Target field, replace the "-hxstore" at the end of the text with "-clean_uninstall". Make sure to leave a space between the last quotation mark and "-clean_uninstall"
9.    Click OK
10.  Right-click on Delete Helix Licenses and select Run As Administrator
11.  A black command prompt window opens
12.  Type Yes and press Enter
13.  Type Yes and press Enter again
14.  Restart your computer when prompted
15.  Download and install the latest version of Rhapsody 4.



Was this article helpful?
3 out of 3 found this helpful
Powered by Zendesk