A. Scorch files come from the publishers server directly to the customer. We do not have any access to the file. Scorch and Finale are the only method of delivery approved by the publishers who control the copyrights of the songs that we are licensed for. No other delivery method such as email or faxing of copyrighted music is permitted.

A. With most printers, don't turn off the printer - just feed in some more paper and it should continue printing.

A. It can happen to the best of us. First fix the problem and do a test on one of the preview songs on our site. Then contact us via the customer service link or simply reply to the email receipt (best) and we will give you a courtesy reset. Do not reorder as you will be charged again. We like our customers are charged by the publishers for every completed print job. We can grant resets but will not refund for completed orders that show they have been printed. Make sure your order confirmation number is in the subject line on any correspondence.

A. Please check that you have clicked the correct print button. If you use CTRL+P, the regular browser print button or 'File'->'Print' you will just get the webpage but no music. To print the music, you need to click on the printer icon on the Scorch toolbar - that's the row of buttons directly above the music itself. The printer icon is just to the left of the small 'flame' icon

A. If you are using the BT Yahoo! browser, you will need to try using a different browser. The BT Yahoo! browser is incompatible with the Scorch software that we use. We recommend that you use the standard version of Internet Explorer. You may already have this on your system: it can usually be accessed by clicking the Windows Start menu in the bottom task bar, and navigating to: All Programs > Internet Explorer.

A. When buying a score you can't print more copies than you have paid for. To purchase any number of copies, find the song / score again, add to cart, then change the quantities value and then click the Save Changes button. Then print.

A. A common mistake is that a customer will make the changes to the preview of the song prior to purchase. Previews are not what you will be printing. Only changes made to the actual file in the download center after purchase will be printed. Make sure you see the change before committing to print.

A. This either means that scorch is not installed properly, or your computer is low on memory. Try re-installing scorch again first. If that doesn't work try cleaning / deleting your recent documents and emptying your recycle bin. Then reboot and try again. It can also mean your computer may be in dire need of basic maintenance. When was the last time you defragged the system? If you don't even know what defrag means then I highly suggest you read this article. To find this program on your PC .. Click (Start –> Programs –> Accessories –> System Tools –> Disk Defragmenter).

Here is a workaround you can use for now. It's been reported by some customers in the same situation that the following has worked for them. In the download center, try right clicking on the music icon or title in the download center and then choose 'open in new browser window'. This can fool the system by not requiring as much virtual memory but should not be a permanent replacement for basic maintenance.

In many of these cases there could be adware or spyware on your computer. These usually come in so called 'free' products such as Smiley downloads or certain shareware products like 'free' download accelerators etc. These Adware and Spyware programs eat up your virtual memory as they are constantly contacting their home computer and can cause your browser and other applications to crash when activating plug ins like Scorch. An excellent application program to get rid of these parasites is Adaware from LavaSoft and it's free. We highly recommend this download. We also use the professional edition to protect our computers. Click here to get your own free version.

A. When buying a score you have to use the free preview sample to make sure the copy you are buying is the version you need. The publishers determine the versions and on many titles that means there are more than one artist it may be arranged for. That is the purpose of the free preview pane, to provide you with a free sample so you can determine if this is the right score for you. If you discover it's the wrong version, Do Not Print but instead contact us by replying to the original email receipt or via the Customer Service us tab informing us of your mistake. (*make sure you include your confirmation number). If it has not been printed we can cancel the order and either give you a credit for another song, or if the song is not available in the version you want we can offer a refund. Once printed our company is charged by the publisher for the completed session.

A. When buying a score you have to use the free preview sample to make sure the copy you are buying is in the format you need. The format is always listed on the left hand side of the page showing the free preview sample.

Publishers release songs in many different formats. Some are accompaniment like PVG and others are solo parts which do not contain the lyrics because the instrument is playing the melody part while others can be lyrics only, Easy (for beginners) or Guitar or Bass tab which is not in note format at all. That's the purpose of the free preview pane. If you discover it's the wrong format, Do Not Print but instead contact us by replying to the original email receipt or via the Customer Service tab informing us of your mistake. (*make sure you include your confirmation number). If it has not been printed we can cancel the order and either give you a credit for another song, or if the song is not available in the format you require we can offer a refund.

Once printed our company is charged by the publisher for the completed session.

A. Please check that your browser is set up to accept cookies. Our system needs them to remember what is in your shopping cart. It does this by placing a small file called a 'cookie' on your computer. So if your computer won't accept cookies, our site cannot let you in. Also certain programs which 'spoof' your IP address can also cause problems using our secure pages as well so please temporarily disable any programs like that on your computer. Also make sure your security and privacy settings set to default (medium). Any higher and you will not be able to interact with a secure website.

In order to check and modify your system settings if necessary in Internet Explorer, please click on 'Tools'->'Internet Options'->'Privacy' or Security'.

If this doesn't solve the problem, or if your browser is already set up to accept cookies, it may be that the cookie on your system has become corrupted. To fix this, please delete the cookies already on your system by clicking on 'Tools'->'Internet Options'->'General'->'Delete cookies'. Then access our site again

A. That depends. Some companies and schools do not permit plug ins to be installed on their computers. If you have problems downloading and installing scorch contact the company or schools administrator. They can set the permission for you to install the scorch program or do it for you. Most libraries or computer cafes will not permit this however.

A. If you do not see the preview songs on our site then Scorch is not installed. At least not properly. Scorch is fully compatible with all current versions of Internet Explorer, Netscape Navigator and Opera on both Windows and Mac. It is also compatible with Internet Explorer on Mac. If you are running Windows and Internet Explorer 4.0 or higher scorch will download and configure itself. In some cases you may need to close the browser and open it to refresh depending on your browser settings. For Netscape and FireFox users the download must be saved manually into your Plug-ins directory of your browser. Our download player page has instructions.

A. Most times this means you are logged out of the site which means you will not be able to see your music in the Download Center. To correct this you need to go to the Download Center and log in by entering your e-mail and password.  Once you are logged in, you should see the links to your sheet music from there.  Although in most cases it will only allow you to preview the first page, all the pages should print out.

A. In almost all of these cases the customer is trying to use a browser like AOL or Yahoo Plus that is not compatible with the scorch plug in. Switch to Internet Explorer and re-install scorch.

A. To print, don't click Print at the top of your browser window, or Print in the File menu, or type Command-P or Ctrl+P - these will print the web page, not the score. Instead, find the score again and click the Print button on the Scorch toolbar (immediately above the music).

This change to your printer will fix the inconsistent font and still provide you with a quality printout of the music you have selected. If this problem persists after changing the resolution, you might want to check the website of the manufacturer of your printer for a more current printer driver. Then contact us for a one time courtesy reprint.

A. Try clicking the 'alternative http download' link instead of the 'get Scorch' button.

A. Find the score again, click Scorch's Print button, then on the Print dialog box switch on the Fit to Paper option. (On Mac this is in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. Find the score again, click Scorch's Print button, then on the Print dialog box switch on the Substitute Lines option. (On Mac this is in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. Find the score again, click Scorch's Print button, then on the Print dialog box change the Substitute Lines option. (On Mac this is in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. Find the score again, click Scorch's Print button, then on the Print dialog box change the Substitute Arpeggios, gliss., etc. option. (On Mac this is in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. You set the score to print only odd/even-numbered pages. Find the score again, click Scorch's Print button, then on the Print dialog box choose the Normal and All options. (On Mac these are in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. Find the score again, click Scorch's Print button, then on the Print dialog box change the Substitute Braces option if there is one. (On Mac this is in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. Find the score again, click Scorch's Print button, then on the Print dialog box switch on the Substitute Lines option. (On Mac this is in the Sibelius area of the dialog box.) Then contact us for a one time courtesy reprint.

A. Try changing your printer's font settings. For instance, in Windows try printing again but click Properties in the Print dialog box, then try changing options which affect font printing, such as Print fonts as graphics or Print TrueType as graphics (usually on the Font tab of the Properties dialog box). Then contact us for a one time courtesy reprint.

A. This error message appears when you are using a very old version of Scorch to view a file saved from a newer version of Sibelius or Sibelius Internet Edition. Try upgrading to a newer version of Scorch. reprint.

A. In certain circumstances, Scorch does not reinstall correctly if you try and install it after using Add/Remove Programs (in Control Panel) to uninstall an older version.

If Scorch was the only plug-in installed for your browser, the Scorch uninstaller also removes the Plugins folder. This means that when you attempt to reinstall Scorch, the installer cannot find the required folder to install the plug-in.

The solution is simple: re-create the Plugins folder in the correct location (e.g. for Internet Explorer, usually C:\Program Files\Internet Explorer\Plugins), and then run the Scorch installer again.

A. Generally speaking, the larger the screen size, the better. Standard sizes start at 15" and go up to 21". We recommend most people to use a 17" monitor, as monitors of this size are always able to display the recommended resolution of 1024 by 768 pixels at a high refresh rate. Whatever size your monitor, it should be able to display this resolution at a refresh rate of higher than 85Hz to avoid flicker, which can lead to headaches and eye-strain.

Monitors that use Sony Trinitron or Mitsubishi Diamondtron tubes give particularly clear image quality, although they tend to be a little more expensive than normal CRT (Cathode Ray Tube) monitors. Iiyama monitors are also very well regarded, with excellent back-up service.

Digital flat panel or TFT/LCD displays are still more expensive than traditional CRT monitors, but now offer excellent brightness, clarity and resolution. A typical 15" LCD monitor is able to display 1024 by 768 pixels, and a typical 17" LCD monitor is able to display 1280 by 1024 pixels. It is also possible to buy LCD displays that can "pivot" -- that is, rotate through 90 degrees -- so that they are taller than they are wide. This is ideal for working in Sibelius, where typical pages of music fit this aspect ratio.