Sales FAQ:
Other Products for Windows & Macintosh

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Last updated:  Thursday, 07 December 2017

1. How can I order your products?

There are several ways to order from PG Music Inc.

You can place your order online using VISA, MasterCard, or American Express or PayPal. Software is available for immediate download if you order this way. After you place your order, you will receive an email with a link to the download page for your order. Orders can also be placed by calling us at 1-800-268-6272 or 1-888-PGMUSIC (toll-free in the USA and Canada), 800-4746-8742* (toll-free outside of the USA and Canada), or 250-475-2874 (direct). To view our hours, visit www.pgmusic.com/contact.htm. You can also fax your order to 1-877-475-1444 or 250-475-2937. We have a printable order form that you can use.

Purchase Orders can be faxed to 250-475-2946, or emailed to marketing@pgmusic.com.

If you do not have a credit card, you may also pay by bank wire transfer or US Cheque or Money Order. If you have any questions about the payment method, please contact one of our customer service representatives by phone, by email at sales@pgmusic.com, or via our Live Online Chat.

*Where Universal International Freephone service is available. View International Access Codes.

2. Is it true that you offer a 30-day money back guarantee on your products?

Yes! We offer an unconditional 30-day money back guarantee on all products purchased directly from us. If for any reason you decide that the product is not for you, we will refund you the purchase price of the item.

3. What is the Roland VSC?

The Roland VSC (Virtual Sound Canvas) is a software synthesizer based on Roland's highly successful external Sound Canvas synthesizers. Basically, the VSC allows you to listen to high quality sounds without having to use any external sound sources. You can use it as your MIDI sound source with Band-in-a-Box, RealBand and other PG Music applications. It can be used with any host that support DXi or VSTi plugins. It is not compatible with 64-bit operating systems. It can be installed on Windows Vista and 7 32-bit, if you set the installer compatibility mode to Windows XP. For 64-bit operating systems, the Coyote WaveTable synth (included with Band-in-a-Box and RealBand) is a good alternative.

4. What shipping methods do you offer? Is there a download-only option?

We offer standard shipping in conjunction with the free instant electronic delivery. If you prefer not to have anything shipped to you, select 'electronic delivery' (this option will be available unless you are ordering a hardware product). If you would like a physical copy of your order shipped, choose your preferred shipping method. You will still be able to download the software. We provide two methods of shipping: Postal shipping, and Courier Express Shipping. Note: If delivery is to a PO Box or to a US military address, shipping by UPS is not available.

Hard drive versions of Band-in-a-Box: Some of the larger Band-in-a-Box and RealBand packages are shipped via Express Courier on a USB hard drive. The download for your purchase will still be available to you. *Note - the Audiophile RealTracks and RealDrums are not available for download*.

Software Shipping Charges - USA/Canada

Postal Orders - $5 US - Delivery in 7-14 days (Longer times during peak seasons)

Courier Express - $15 US - Delivery next business day

Software Shipping Charges - Outside USA/Canada (International)

Postal Orders - $10 US - Delivery in 7-14 days (Longer times during peak seasons)

Courier Express - $20 US - Delivery within 3 business days

Hard Drive Shipping Charges - USA/Canada

Courier Express - $15 US - Delivery within 2-5 business days

Hard Drive Shipping Charges - Outside USA/Canada (International)

Courier Express - $25 US - Delivery within 2-7 business days

Hardware & Third Party Software Shipping Charges - USA/Canada. Note: All hardware products are shipped by Courier.

Courier Express - $15-$25 US * - Delivery next business day (*Note: Shipping charges for larger harware items are $25. Please contact us for further details)

5. Do you ship overseas?

Yes, we can ship anywhere in the world that is served by post or an international carrier.

Yes, we ship PG Music products anywhere in the world that is served by post or an international carrier. Unfortunately, we cannot ship the Band-in-a-Box UltraPlusPAK, EverythingPAK, and Audiophile Edition (as well as the OmniPAK) to Brazil, as Brazilian Customs is currently charging a 100% duty on these products.
Hardware & Third Party Software can only be shipped to the USA and Canada.

6. Are all of your products available for download (electronic delivery)?

Yes, PG Music software is available for immediate download when you order online, and you will have the option of downloading your software even if you choose a physical shipping method. The Audiophile version is the one exception - it is only available on hard drive due to the large size of the uncompressed audio files. Also, third party software, such as Finale, is not available for download.

7. If I choose to download the program, will I still get shipped a hard copy of the software and documentation?

If you would like to receive a physical copy of the software and printed documentation, just choose one of the shipping options available, and not electronic delivery. You will still be able to download the program, but you will also receive your order by the shipping method you selected.

8. What are the recommended system requirements for your products?

Windows:

Most of our programs run on Windows 98/NT/ME/2000/XP/Vista/7/8/10 and require a Pentium class (or better) processor with a minimum of 128MB of available RAM. Please see the individual product pages for the specific requirements of each product.

Macintosh

Our most recent version of Band-in-a-Box is designed for Intel-based computers, which should all exceed the minimum requirements. We also have older versions of the program available for PowerPC based OSX systems, and even OS9 systems. The system requirements for the latest version of Band-in-a-Box are:

  • Mac OS X 10.5 or later

  • Intel Processor

  • 512 MB RAM

  • About 500 MB free hard disk space to install the Band-in-a-Box program, MIDI styles, Soloists, Melodists, and Lessons.

  • Additional hard disk space is required for RealTracks (about 1 GB per set) and RealDrums (about 100 MB per set), unless you get the hard drive version of the program.

  • DVD-ROM drive (if installing from disc)

  • Available USB port (if using Band-in-a-Box on an external USB hard drive).

  • An external MIDI sound source is not required, since Band-in-a-Box can use the Mac's built-in sounds automatically. However you can also use an external MIDI keyboard or sound module if you wish.

There are a few older legacy programs such as the Pianist series and Master Solos that only run in Classic (OS 9 or earlier). Please see the individual product pages for the specific requirements.

9. Do you offer technical support after I purchase the program?

Yes. We offer extensive technical support for all PG Music Inc. products. All technical support is free and unlimited for registered customers. You can e-mail us, use our Live Online Chat, or phone us toll-free (from most countries). Please visit our Support Page for more details and contact information.

10. Why is the price of your products so low?

Peter Gannon, the president and founder of PG Music Inc., states that he set out "..to create software that I would want to purchase and use myself." To this end, we strive to create quality software that is affordable and fun to use, while performing at a professional level. One of our goals is to give you, the customer, more than you ever expected when you purchased the program.

11. Are your prices in US dollars?

Yes, all of our prices are shown in US dollars.

12. Do I need to be a musician to use your products?

No! Our products can be used by anyone, regardless of their musical ability. Although we have many satisfied customers who are professional or amateur musicians and educators, you don't have to be a musician to use or enjoy our products.

13. Do you offer special academic pricing for school systems?

There are Site License and LabPAK purchase options available to schools and other educational institutions who are interested in purchasing 5 or more copies of Band-in-a-Box for one location (like a computer or music lab). We also offer custom pricing for school-wide, district-wide, and even state, provincial, or national licensing. For more information please visit the Educators Page or contact marketing@pgmusic.com.

At this time, we do not offer an academic/educational discount on individual purchases of our software.

14. Is it safe to use a credit card over the internet?

Every modern browser comes with SSL (Secure Sockets Layer) encryption technology. This allows information that you pass to our servers to be encrypted during transmission, without you having to set up anything special. We also have installed a digital security certificate on our servers, which certify that we are who we say we are when you're connected.

15. Are your products available from any local dealers?

Yes, our products are represented by dealers worldwide. Here is a complete list of our distributors.

16. How can I register my software?

We have an Online Registration Form. Note: If you purchased your software directly from us, you are automatically registered.

17. I placed an order, but didn't receive an email confirmation.

The email confirmation is sent out the moment your order is processed. First, check your email program's "spam" or "junk" folder; the email could have been sent there. If not, you may have entered an incorrect email address into the order form, or (rarely) your ISP has blocked the email. Please contact us if you can't find the email.

18. Do any of your products convert audio files to midi?

PowerTracks Pro Audio comes equipped with a Pitch to MIDI conversion tool, and this will convert monophonic .wav files into MIDI. A trumpet, saxophone, or single human voice would be a good candidate for this type of process, whereas a guitar chord (multiple notes) would not. For polyphonic audio files (more than one instrument) the technology needed to convert an audio file to MIDI note-for-note is not available. However, the latest versions of both PowerTracks Pro Audio and Band-in-a-Box do include a new Audio Chord Wizard, which will automatically figure out the chords from any MP3, WAV, or WMA (Windows Media) audio file and display them!

19. I just placed an order, but I am unable to download the software. What should I do? (Windows products)

If you purchased a downloadable software program from us, you will receive an email with a link to your download page.

When you click on one of your download links, you may be asked whether you want to 'Run' or 'Save the file to disk'. You should choose the option to 'Save' the file to disk.

If you did not get an email with a link to your download page

  • You may have typed in the wrong email address into your order form. If so, please contact us to correct this.
  • Your email program may have a utility that filters out possible junk emails and puts them in a separate mailbox. Check to see if you have a 'Bulk' or 'Junk' folder, for example.

If the download is working, but it is taking too long and you would rather have the product shipped, don't hesitate to contact us.

Most download links expire after 7 days. You should be able to get to your download page simply by clicking on the link in your email. If nothing happens when you click on the link in your email, right-click on the link and select 'copy shortcut', then paste it into the address bar of your internet browser window and press <Enter>. If a file is showing as "unavailable" in your download page, that means the link has expired. Contact us if you have not yet been able to download that file.

Note that if your order contains multiple files, it is usually best to download one file at a time. If your order contains a lot of RealTracks files, please note that these files are very large; you will need a very reliable high speed internet connection to be able to download these files, and you should download one at a time. If you are having the order shipped, note that you could download only the main Band-in-a-Box application and use it without the RealTracks until you receive the hard copy. If downloading many RealTracks files, make sure you have enough hard disk space to store all the downloaded installer files (estimate 1 GB per file). If you get a corrupt file message after downloading this usually means that your internet connection was interrupted partway through the download and the file you have is incomplete.

Those are just some general tips - here is some more detailed troubleshooting information:

  • Some files are very large, for example the RealTracks files, so these can take some time to download. Download speeds vary greatly depending on the type of internet connection, traffic, and many other factors. A 1 GB file can be downloaded in 30-45 min with a fairly fast broadband connection. Ideally, you should download these files one at a time; in general, it will not be faster to download more than one file at the same time. Downloading more than one file at a time takes longer for each file, increasing the chance of losing the connection to the server at some point (for whatever reason). This results in an incomplete (corrupt) file and the need to download the file again.
  • If the download starts but doesn't complete, or you get a message that the file is corrupt when you try to run it after downloading, this most likely means that your connection to the server was lost and the file wasn't downloaded completely. Delete this file, and try the download again. If the file seems to download really fast when you try again, you will need to delete your internet browser's cache first.
  • Cached files can be a source of confusion. If a download fails and you try to download the same file again, your browser will often use a cached file rather than downloading the file a second time. When this happens, it can appear that you downloaded the same corrupt file twice. You should be able to solve this by deleting your browser cache (temporary internet files). There is an options window in most browsers that allows you to do this.
  • Some anti-virus programs and firewalls can cause various problems downloading some files. It is not normally obvious what is causing the problem. Some symptoms might include downloads stopping halfway, receiving a file that is "0 bytes", file extensions being changed, or the file being 'quarantined'. You may need to disable the software or adjust a setting before you start the download. If you are connected to a local area network, you may have to contact your network administrator about this.
  • Your internet browser security settings may be set too high. In Internet Explorer, these settings are found in Tools | Internet Options. Other browsers have similar settings.
  • Try using a different internet browser.
  • Download managers may help, especially if your order contains many download links. A utility that will automatically download all the files on a page one at a time is helpful. For example, if you use the Firefox web browser, there are free plugins like 'Downthemall', which will allow you to download all links on one page. Remember to set max concurrent downloads = 1 in the Preferences. Note that a particular download manager may also be the CAUSE of the problem, and you may want to try disabling it or otherwise downloading the file without it.
  • If clicking on the [download] button doesn't seem to work, try right-clicking on the link and selecting 'Save Target As'.
  • Your internet service provider may have a bandwidth limit which you may have exceeded. Try downloading a smaller file to see if this might be the problem, or contact your ISP to find out more.
  • If when you click on a link, you get a "page cannot be displayed", or some another html error page (but other web pages work fine for you), the problem may be at our end. Please contact us so we can look into it.
  • The download may be slow due to internet congestion, time of day, or a router being busy. If all else fails, you may want to wait for a while and try the download later.

There are a wide variety of factors that can affect downloads, including your computer software and hardware, the connection to your internet service provider, internet traffic, and distance from the server. Due to factors beyond our control, we can't guarantee the downloads to work for everyone. As long as you have selected a physical shipping method (and not electronic delivery only) you will be receiving your order in the mail. If you have chosen download-only (electronic delivery) and are unable to download your software, please contact us to have it shipped.

If you are having a problem not covered here, or you don't think the download is working properly because of a problem at our end, feel free to contact us and we'll look into it.

20. I just placed an order, but I am unable to download the software. What should I do? (Macintosh products)

All PG Music software is available for immediate download. The only exceptions are some third party software products, and the AudioPhile hard drive RealTracks and RealDrums files, since they are over 400GB.

If you purchased a downloadable software program from us, you will receive an email with a link to your download page.

Most download links expire after 7 days. You should be able to get to your download page simply by clicking on the link in your email. If nothing happens when you click on the link in your email, right-click on the link and select 'copy shortcut', then paste it into the address bar of your internet browser window and press <Enter>. If a file is showing as "unavailable" in your download page, that means the link has expired. Contact us if you have not yet been able to download that file.

Note that if your order contains multiple files, it is usually best to download one file at a time. If your order contains a lot of RealTracks files, please note that these files are very large; you will need a very reliable high speed internet connection to be able to download these files, and you should download one at a time. If you are having the order shipped, note that you could download only the main Band-in-a-Box application and use it without the RealTracks until you receive the hard copy. If downloading many RealTracks files, make sure you have enough hard disk space to store all the downloaded files (estimate 1 GB per file).

Depending on your web browser and settings, the file may be automatically downloaded to a folder on your computer without prompting you for a location to save the file. The default for the Safari web browser is normally the 'Downloads' folder in your Home folder. For example, if your User account is 'MyUserName', then the download will be placed in \Users\MyUserName\Downloads. In Safari, you can change this setting if you want, by going to Safari | Preferences | General ('save downloaded files to'). In Firefox, the setting is in Firefox | Preferences ('Save files to').

If the download doesn't seem to work when you click on it, try control-clicking on the link and selecting 'download linked file' or 'download link to disk'. In Safari, go to the Window menu and click on Downloads to take a look at currently downloading files.

If you did not get an email with a link to your download page

  • You may have typed in the wrong email address into your order form. If so, please contact us to correct this.
  • Your email program may have a utility that filters out possible junk emails and puts them in a separate mailbox. Check to see if you have a 'Bulk' or 'Junk' folder, for example.

Downloads are provided as either .dmg or .zip files (or occasionally .sit).

.dmg files: These are "Disk Images". When you double-click on a downloaded dmg file, the image will be 'mounted' on your desktop. Open this up, and you will find all the files necessary to install the program - installation packages, readme files etc. Most products are installed by double-clicking on the installation package and following the on-screen instructions. You can unmount the disk image when the installation is complete, either by dragging it to the 'trash' (eject icon), or by clicking on it and pressing command-E. Note that this will not delete the files from your computer, the dmg file will still be there.

.zip files: Some products are provided as .zip files. Mac OS 10.3 and later have the built-in ability to extract .zip files - you just need to double-click on them. If that is not working for you, control-click on the file, point to 'Open With', and select 'BOMArchive Helper'. Once extracted, the installer package should be found in the same location as the .zip file - double-click on this and follow the on-screen instructions.

.sit files: Only a limited number of products intended for older operating systems are provided as .sit compressed files. To extract these, use the program Stuffit Expander. As with .zip files, you should simply need to double-click on the file to expand it. Alternatively, open Stuffit Expander and drag the .sit file to it manually. Stuffit Expander program is pre-installed on older Macs, but is not including on newer Macs. A free version can be downloaded from http://www.stuffit.com.

If the download is working, but it is taking too long and you would rather have the product shipped, don't hesitate to contact us.

Below are some additional troublshooting tips, if you are having trouble downloading or it is taking too long:

  • Some files are very large, for example the RealTracks files, so these can take some time to download. Download speeds vary greatly depending on the type of internet connection, traffic, and many other factors. A 1 GB file can be downloaded in 30-45 min with a fairly fast broadband connection. Ideally, you should download these files one at a time; in general, it will not be faster to download more than one file at the same time. Downloading more than one file at a time takes longer for each file, increasing the chance of losing the connection to the server at some point (for whatever reason). This results in an incomplete (corrupt) file and the need to download the file again.
  • If the download starts but doesn't complete, or you get a message that the file is corrupt when you try to run it after downloading, this most likely means that your connection to the server was lost and the file wasn't downloaded completely. For incomplete disk images (dmg), the message may be similar to this: "The following disk images failed to mount....Reason: no mountable file systems". Delete this file, and try the download again. If the file seems to download really fast when you try again, you will need to delete your internet browser's cache first. In Safari this can be done by going to the Safari menu and selecting 'Empty Cache'. In Firefox, you would 'Clear Private Data' in the Firefox preferences.
  • Cached files can be a source of confusion. If a download fails and you try to download the same file again, your browser will often use a cached file rather than downloading the file a second time. When this happens, it can appear that you downloaded the same corrupt file twice. You should be able to solve this by deleting your browser cache (temporary internet files). Your browser should have a preference or menu item to do this, as explained in the previous tip.
  • Download managers may help, especially if your order contains many download links. A utility that will automatically download all the files on a page one at a time is helpful. For example, if you use the Firefox web browser, there are free plugins like 'Downthemall', which will allow you to download all links on one page. To add plugins, go to Tools-Addons-Get Plugins, and search/install the plugin. The details will vary depending on browser/plugin/version, but you may be able to highlight all the links on your download page, then go to Tools menu | .. | .. , choose your 'save files in' location, and press Start. Remember to set max concurrent downloads = 1 in the Preferences. Note that a particular download manager may also be the CAUSE of the problem, and you may want to try disabling it or otherwise downloading the file without it.
  • If clicking on the [download] button doesn't seem to work, try right-clicking on the link and selecting 'download linked file' or 'download link to disk'. This would also help if you are getting a text page with gibberish when you click on the link.
  • Try using a different internet browser.
  • Some anti-virus programs and firewalls can cause various problems downloading some files. It is not normally obvious what is causing the problem. Some symptoms might include downloads stopping halfway, receiving a file that is "0 bytes", file extensions being changed, or the file being 'quarantined'. You may need to disable the software or adjust a setting before you start the download. If you are connected to a local area network, you may have to contact your network administrator about this.
  • Your internet service provider may have a bandwidth limit which you may have exceeded. Try downloading a smaller file to see if this might be the problem, or contact your ISP to find out more.
  • If when you click on a link, you get a "page cannot be displayed", or some another html error page (but other web pages work fine for you), the problem may be at our end. Please contact us so we can look into it.
  • The download may be slow due to internet congestion, time of day, or a router being busy. If all else fails, you may want to wait for a while and try the download later.

There are a wide variety of factors that can affect downloads, including your computer software and hardware, the connection to your internet service provider, internet traffic, and distance from the server. Due to factors beyond our control, we can't guarantee the downloads to work for everyone. As long as you have selected a physical shipping method (and not electronic delivery only) you will be receiving your order in the mail. If you have chosen download-only (electronic delivery) and are unable to download your software, please contact us to have it shipped.

If you are having a problem not covered here, or you don't think the download is working properly because of a problem at our end, feel free to contact us and we'll look into it.

21. Can I use the Windows version of Band-in-a-Box and other Windows products on an Intel-based Mac?

We tested Band-in-a-Box 2006 for Windows on an Intel-based iMac (512 MB RAM, 2.0 GHz processor) that had Windows XP Home Service Pack 2 installed on an NTFS formatted partition. We also tested many other PG Music products, including PowerTracks Pro Audio 10, the Video Guitar Lesson series, GuitarStar, Master Class programs such as the Jazz Guitar Master Class, Multimedia Performance programs such as the Bach Chorales and Rock Guitarist, Master Solo products such as the Master Jazz Guitar Solos, and NoteMatch. In addition, we tested the use of the Roland VSC-3, Roland VSC-DXi, and Coyote ForteDXi software synths with Band-in-a-Box and PowerTracks Pro Audio, and tested MIDI recording and playback through an external (hardware) MIDI device.

We did not encounter any problems with any of the programs that we tested. There were no problems with playback, and all of the features that we tested worked exactly as they do on a PC with Windows XP. In fact, in some cases we experienced better performance on the Intel Mac than on a PC with similar specs.

22. When I try to install the program I get a message that the "setup files are corrupted".

This normally occurs with downloaded programs. This error may occur when double-clicking on an installer that was downloaded from our site. It means that the setup file is the wrong size or the file failed a CRC (cyclic redundancy check). Most likely something went wrong when you were downloading the file, for example your internet connection may have been lost. Delete the file that you downloaded and try the download again. Note that your browser may have cached the old (corrupt) file, so to be sure, before downloading the file again delete your internet browser's cache. Then, right-click on the download link and select Save As. If the download seems to happen very fast the second time, that's an indication that it's still the old file.

23. I placed an order for the Coyote Forte DXi and haven't received my registration number.

All of the Coyote Forte DXi registration numbers are emailed once the order has been confirmed within our database. This usually happens within 24 hours. Once received, you can apply it to your existing demo version of the program. If you have any questions, don't hesitate to contact us.

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Contact Info

PG Music Inc.
29 Cadillac Ave Victoria BC Canada V8Z 1T3

Sales: 800-268-6272, 250-475-2874,
+ 800-4746-8742*

Tech Support: 866-983-2474, 250-475-2708, + 800-4746-8742*

* Outside USA & Canada where International Freephone service is available. Access Codes