faq

Solutions to Common Problems:

I need help with the Live Pay-Per-View Webcast
Help! The Download Manager won't work for me!
How do I download the files I purchased?
What do I do if I couldn't download my show within 48 hours?
Why am I having problems registering as a new user?
What do I do if the files I download are corrupt or incomplete?
How do I burn FLAC files to CD?
How do I listen to FLAC files?
What is FLAC-HD and how do I listen to it?
How do I download the show I purchased?
Why is there a gap or click before each MP3 track?
Why won't the labels align properly?
Why am I having problems buying shows?
How do I download an entire show at once?
How do I update my email/password or unsubscribe from emails?

General

What are Live Phish Downloads?
How much does it cost?
What do I get?
What's the difference between MP3 and FLAC formats?
Why is FLAC more expensive than MP3?
Why should I pay for what I can get for free?
How does Live Phish Downloads affect your taping policy?
What are the costs associated with Live Phish Downloads?
Can I use a dial-up modem or do I need a cable modem or DSL?
How quickly will new shows be available?
Are you going to offer additional shows from the archives through the download program?
Can I download shows I've purchased from multiple computers?
Can I make copies of the Live Phish Downloads?
Can I get a refund?
If I've purchased a show on MP3, can I "upgrade" to FLAC?
So who put this together anyway?
I have a great show on tape or CD that I think other people would love to hear. Can I give it to you to post for download?
Why does this song have strange noises, hisses, is cut off, or ends and starts in the middle of the track?
I was at a show or want to purchase a show that isn't in the catalog. Will you be offering it soon? If not, why?
I filled out a trouble ticket or emailed the help desk and never heard back. Why not?

Purchases/Billing

My credit card keeps getting denied or I cannot make a purchase. What can I do?
My credit card was billed multiple times for the same purchase. How did this happen and what can I do?
Can I make a purchase with a check/debit card/cash/money order/traveler's check/livestock/barter of labor?
Do you offer gift purchases or gift certificates?
How do I redeem my Gift Certificate?

Live Phish Video

How do I download Live Phish Video?
How do I watch Live Phish Videos?
How do I put Live Phish Videos on my iPod?
How do I watch Live Phish Videos on my TV?
Can I burn Live Phish Videos to DVD?
Can I copy and share Live Phish Videos?
Do Live Phish Videos contain DRM?
Are you going to offer additional shows from the archives as Live Phish Video Downloads?
Why isn't video available for an entire show?

Technical

What are the recommended specs for enjoying Live Phish Downloads?
How do I download the show I purchased?
Is there a cumulative list of all the shows that I've purchased?
How do I burn Live Phish Downloads to CD?
Can I copy shows onto my portable player?
Why are there no MD5 files on livephish.com anymore?

Troubleshooting

Dude, Where's My Download?
The show I downloaded is incomplete. Can I download again?
How do I listen to Live Phish Radio?
Why is my download an .asp or .asx file and not a MP3 or FLAC file?
Why does the Download Manager pause or stop?
Why did I not receive my passcode?
Why is the show I purchased not in my stash?
Why can't I login?
My computer crashed or was stolen and all the downloads I purchased are now gone. Can I download them again?
Why do you only give me 48 hours to download the show I purchased?
Why can't I copy the songs onto my portable MP3 player?

Live Webcast Pay-Per-View Help

What is a Live Phish Pay-Per-View?
Can I watch the Pay-Per-View on my iPhone or iPad?
Can I watch the Pay-Per-View on my TV?
How do I buy the Pay-Per-View?
How do I watch the Pay-Per-Vew?
What do I need to watch the Pay-Per-View?
How will I know when the Pay-Per-View starts?>
Why does the video keep stopping or rebuffering?
Why isn't this a HD video stream?
Help! I've read everything and I still can't get the video to play!

Links and Software

Solutions to Common Problems

Help! The Download Manager won't work for me!
You may either download your files one at a time, or use our Download Manager to download multiple files at once.

A. Macintosh Users
Use our Mac OSX-native application "nugster" to download your files by following thse instructionsL

  1. Select the show(s) you'd like to download from "My Stash" or from your Order Confirmation screen.
  2. You will be prompted with a list of files and the option to Download Manually or use the Download Manager. Check the "Always use Download Manager" box and click Launch Download Manager:
  3. LivePhish.com will check to see if you already have the Download Manager installed. If it is not installed, please click to download the Download Manager:
  4. Once you have download the install file, double click the Disk Image (DMG) if it did not open on its own. Follow the instructions in the installer, and drag the "nugster" application into your Applications folder:
  5. Go to your Applications folder by clicking the Applications icon in the installer. Launch "nugster" by double-clicking it. This will configure all of your web browsers to use nugster to download your LivePhish.com downloads.
  6. Close and relaunch your web browser.
  7. Return to "My Stash" at LivePhish.com and select the show or shows you'd like to download. When prompted, click the link to start your downloads:
  8. The Download Manager ("nugster") will start downloading your files automatically and will add your files to iTunes for you. FLAC files or any other non-iTunes-compatible files will not be added to iTunes.
  9. You may adjust the Preferences to change your default download location, your Add to iTunes preferences, the number of files nugster downloads at once, and various other network and alert settings:
  10. Play all of your iTunes-compatible audio and video files back in iTunes. The Download Manager will automatically create playlists for each show or album or video you download.

B. Windows Users
The Windows Download Manager ("nugster") requires the latest version of Java. The Download Manager will work on Windows XP or newer Windows versions with either Internet Explorer, Chrome, Firefox, or Safari browsers. Below are step by step instructions for using the Download Manager. If for some reason you are unable to use the Download Manager, you may always download manually by clicking the Manual Download link.

Please follow these instructions:

  1. To use the Java Download Manager for Windows, start your download and select Use Download Manager when prompted.
  2. If your Windows PC already has Java, click OPEN when prompted:
  3. You may be prompted to accept the security certificate for "nugster" -- this will allow the Download Manager ("nugster") to save files to your computer securely. Click the check box and then click Run:
  4. The Java Download Manager will launch and default to your user account's Music folder. You may choose a different download location or click START DOWNLOAD:
  5. Your files will start to download automatically. If you have iTunes installed, your iTunes-compatible files will automatically be added to your iTunes Library.
  6. Once your downloads start transferring you may monitor the progress and start listening to each file once it is completely downloaded. Each filename will turn blue when complete and you may click on it to listen to it.
  7. Once all your downloads are complete you can click on each file or right-click a file to open the folder where you saved your files.

How do I download the files I purchased?
Please follow these instructions:

  1. Please make sure to log in to the site with the email address you used to purchased your files. Click the LOG IN link at the center of the top of any page on LivePhish.com to log in.
  2. At any time, you may return to the MY STASH page to view the status of all your purchased downloads.
  3. Click the START DOWNLOAD link next to the item you would like to download.
  4. Alternatively, you may click the checkboxes next to several items, and then click the DOWNLOAD SELECTED button.
  5. Please review the instructions above for our Download Manager.

Once you start a download, you will have 48 hours to complete that download. Please note: if you experience problems downloading particular tracks from a given show, you may return to download those tracks again for up to 48 hours from the time you started to download that show. If you continue to have problems downloading some or all tracks from a particular show, please contact customer service rather than attempting repeated downloads. Every download attempt (whether successful or not) adds significantly to the operational costs of Live Downloads, especially in the case of FLAC files - the long term viability of this service relies on users successfully downloading purchased shows on their first attempt.

What do I do if I couldn't download my show within 48 hours?
If you have technical difficulties downloading all the files for a show you've purchased within 48 hours of the time you started to download that show, please contact Customer Service. The "My Stash" page will always show how much time you have left to download each show you've purchased.

Why am I having problems registering as a new user?
To register with www.livephish.com, click the LOGIN link at the top of any page. A login window will pop open. Click the REGISTER HERE link to create a new user account. Make sure you use a valid email address when creating a new account. Please make sure you are using Internet Explorer 5 or later. You will need to have cookies enabled to use www.livephish.com. In Internet Explorer, enable cookies by selecting Tools>Internet Options>Privacy>Edit. Make sure you are not refusing cookies from www.livephish.com.

What do I do if the files I download are corrupt or incomplete?
The Download Manager checks the file size and integrity of each file you download. It will automatically retry a download the is corrupt or incomplete. If you experience problems, you may alternatively download files manually by clicking the Manual Download link before the Download Manager launches. If you continue to have problems, please contact customer service.

How do I burn FLAC files to CD?

WINDOWS USERS:

  1. Extract your FLAC files to WAV; simply drag all your FLAC files onto the FLAC front-end software and click the DECODE button.
  2. Drag the WAV files onto your favorite CD burning software.
  3. If you are using the latest version of Nero CD burning software, you can skip the conversion step. Make sure you have installed the proper FLAC software with the FLAC plugin for Nero. Drag the FLAC files for each disc onto Nero and burn your CDs according to Nero's instructions.

MAC OS X USERS:

  1. Make sure you have OS X (10.2 or later) and the latest FLAC software.
  2. First you must expand your downloaded FLAC files to AIFF. You can do this using one of 3 applications: MacFLAC, FLACer, or MacAmp Lite.

To use MacFLAC:

  1. Launch MacFLAC. NOTE: If this is the first time that you have used MacFLAC, you should set the Output Format to AIFF.
  2. Drag your FLAC files onto the MacFLAC icon in your application dock to expand the files to AIFF.
  3. You can now preview the files before burning them to CD. Double-click on any of the AIFF file icons to play them in the latest Quicktime player, or drag the AIFF files into the iTunes library to create a quick playlist for preview purposes.

To use FLACer:

  1. Launch FLACer. NOTE: If this is the first time that you have used FLACer, you should set the Output Format to AIFF.
  2. Drag your FLAC files onto the FLACer icon in your application dock to expand the files to AIFF.
To use MacAmp Lite:
  1. Launch MacAmp Lite.
  2. Open Window -> Plugins -> Output and check the box next to AIFF Writer.
  3. Drag your FLAC files into MacAmp Lite and click PLAY.
  4. Finally, to burn your CDs, import the AIFF files into your CD burning software in the proper order and burn your CDs according to the instructions for your CD burning software using Disc At Once (DAO) to ensure that there are no 2 second gaps between the tracks.

How do I listen to FLAC files?

WINDOWS USERS:

  1. Install Winamp and the FLAC plugin for Winamp, which comes with the FLAC Front-End installer.
  2. Drag your FLAC files onto Winamp and enjoy!

MAC USERS:

  1. You may use MacAmplite X (1.5b) to play your FLAC files on OSX. Simply install and launch MacAmp Lite and queue up your FLAC files and enjoy!
  2. Look here for links to download MacAmp Lite.

What is FLAC-HD and how do I listen to it?
FLAC-HD is a high resolution audio format for audiophiles to enjoy more than three times the fidelity of a standard audio CD. Typically FLAC-HD files are recorded at 24 bit / 48KHz for maximum fidelity. Follow the instructions in this FAQ for standard FLAC playback to listen to FLAC-HD files. For more information on 24 bit audio, please see this excellent FAQ.

Why is there a gap or click before each MP3 track??
Every MP3 file has at least 20 miliseconds of silence at the beginning of it. Unfortunately, this part of the MP3 format and cannot be removed. Most MP3 players (such as Winamp) remove these moments of silence automatically upon playback by cross-fading between tracks for seamless transitions.

Why can't I print the labels correctly?
All the CD labels, tray inserts, and booklets are in Adobe Acrobat format (PDF). The labels are designed for Neato label templates, available here. Please make sure you have the latest version of Adobe Acrobat Reader (available for free at http://www.adobe.com). Different printers align the printout of Acrobat (PDF) files in different ways. We are providing two different versions of each label, and we encourage you to try both and see which version aligns better with your printer.

Why am I having problems buying shows?
Please make sure you have cookies enabled in Internet Explorer. Verify that your billing address matches the address your credit card statement is mailed to. Also make sure that your credit card number does not contain dashes or spaces. Make sure you enter a valid expiration date. If you are ordering from outside the U.S., please enter the name of your country in the STATE field as well as the COUNTRY field. If you continue to have problems, please contact customer service.

How do I update my email/password or unsubscribe from emails?
Click My Account at the bottom of the page.

General

What are Live Phish Downloads?
Live Phish Downloads are an extension of the multi-CD Live Phish series launched in October 2001. As with the CDs, the downloads feature complete, unedited, mastered shows from Phish's extensive archives. The download format is a natural progression for the serious collector and the new fan alike, offering an opportunity to listen not only to older shows, but to shows from a current tour very soon after they've happened, mastered directly from the soundboard.

How much does it cost?
The price of each show is based on format and length. Each show is available in two formats: MP3 (standard) and FLAC (premium). Most shows are two sets, but some (like New Year's Eve for example) are three sets.

What do I get?
After completing the purchase process you may download the entire show in the format you've chosen. For those who wish to burn the shows to CD, we have created printable PDF files for the CD labels, booklet and tray liner. Please note, as of 2011 the printable labels are not available for every show. You'll need to use the free Adobe Acrobat Reader 5.0 or later to print the files. The color files are printable on ink-jet and laser printers, and use NEATO templates, available directly from Neato.

What's the difference between MP3 and FLAC formats?
We have chosen two of the most popular audio formats among the Phish online community: MP3 files are the standard format, and FLACFLAC files are the premium format. With both MP3 and FLAC files you can continue to use your favorite audio applications and CD burning software. For a list of recommended software, look here. Phish Studio albums are encoded at 256kbps MP3s, while standard concert MP3 files, encoded at 128 kbps (near-CD quality) are easy to download, easy to burn to CD, easy to transfer to portable players and sound great. However, MP3 files are compressed and therefore may not sound quite as good as the original source recording to a critical ear. MP3 files are versatile enough to use on both your computer and home stereo system. Many portable players that play digital music files can only play MP3 files. For fans who desire higher fidelity, we also offer a premium format. FLAC is a "lossless" compression which means that the source audio file is compressed, but without sacrificing any of the audio information contained in the master recording. An extracted FLAC file sounds identical to the original source (44.1 kHz, 16 bit stereo). The hi-fi FLAC files are much larger files and will take longer to download. These files are for audiophiles who want the best sound quality. FLAC files may be burned directly to CD on a PC running Nero CD Burning software with the FLAC plugin, while Mac OS X users must extract () FLAC to AIFF files to burn CDs or to listen to the files.You may listen to FLAC files with a special plug-in for Winamp (PC). Be sure to check compatibility with your favorite software or portable player. Please see the software FAQ for more information. New to downloading? We recommend starting with the standard MP3 format.

Please note that there is currently no FLAC software for any Mac OS prior to OS X.

Why is FLAC more expensive than MP3?
FLAC downloads are more expensive because they cost more to deliver to you. A show compressed in FLAC is typically five or more times the size of a show in MP3, and therefore costs substantially more to deliver over the Internet.

Why should I pay for what I can get for free?
Primary advantages of Live Phish Downloads over audience recordings are: pristine soundboard quality, faster and more reliable downloading and quick turnaround. In most cases, shows will be available for download within forty-eight hours. Each show is carefully indexed and many shows come with printable booklets (containing liner notes), tray inlays and CD labels. Please note, as of 2011, printable labels are not available for every show. The audio files are served by a robust delivery network capable of serving thousands of simultaneous downloads, ensuring the fastest and most reliable download experience for the user. We also offer customer service via email to help sort out any problems that may arise during the download process. That being said, audience taping has always been and will continue to be a defining element of the Phish experience. Live Phish Downloads offers an alternative, convenient route to obtaining live recordings and is in no way intended to supplant or undermine the taping community.

How does Live Phish Downloads affect your taping policy?
For the most part, our taping policy remains unchanged. As with other official Phish releases, you may not copy (except for personal use) or trade files offered through Live Phish Downloads. We have made one significant change to the Policy that bears noting. The Policy now allows for audience recordings of any show to be traded person to person or through online repositories, whereas previously it was forbidden to offer audience recordings of shows that had been officially released through online repositories. This change applies to live shows released on CD as well as via download.

What are the costs associated with Live Phish Downloads?
There are a number of costs specific to each download. These include publishing fees, bandwidth costs, credit card fees, venue origination fees and venue union fees. In addition to these show specific costs, there are general expenses such as hardware and software purchases/licenses and ongoing programming/design fees. In total, there are substantial costs associated with launching and maintaining this service, and its future viability depends on honest participation.

Can I use a dial-up modem or do I need a cable modem or DSL?
The rule of thumb is the faster the better. You can download shows from livephish.com on a dial-up modem, but it may take about 12 hours or more for one show in standard MP3 format. On a cable modem or DSL it typically takes between 15 minutes to a half-hour to download a show in MP3 format.

How quickly will new shows be available?
Barring unexpected problems, new shows will generally be available for download within 48 hours of the actual concert, sometimes sooner.

Are you going to offer additional shows from the archives through the download program?
Our long-term goal is to offer Phish fans an expanding catalog of older shows in addition to offerings from future tours. More details will be announced in the coming months.

Can I download shows I've purchased from multiple computers?
Yes, you can download a show from a computer other than the one you originally purchased the show on. If you login from a different computer, you will receive an email containing a one-time pass code. This code must be entered before you will be able to download the show.

Can I make copies of the Live Phish Downloads?
You may only copy the files you download onto CDs or other devices for personal use. Copies are strictly for your own use and you may not make additional copies for other people. Making copies of Live Phish Downloads for others violates our taping policy as well as federal and state copyright law. Live Phish Downloads relies on an honor system, and we ask that you do not abuse the unrestricted nature of these files. If you would like to see this type of delivery of shows continue and flourish, please respect our taping policy and don't abuse the system.

Can I get a refund?
No. Due to the liberal distribution methods we have chosen (i.e., shackle-free unencrypted files), all sales are final. All purchases from www.livephish.com are subject to the Terms of Use.

If I've purchased a show on MP3, can I "upgrade" to FLAC?
Again, all sales are final. If you want to hear a show or shows in a different format that you've already purchased, you'll need to go through the purchase process again.

So who put this together anyway?
Live Phish Downloads is a cooperative effort between Phish and nugs.net. This site was designed by The Chopping Block.

I have a great show on tape or CD that I think other people would love to hear. Can I give it to you to post for download?
While we support live music trading by artists who allow it, we cannot accept unsanctioned or unsolicited recordings. To ensure quality, we only offer shows that the band has put their seal of approval on.

Why does this song have strange noises, hisses, is cut off, or ends and starts in the middle of the track?
99.99% of the time this is due to an audio file (FLAC or MP3) that corrupted upon download to your computer. Don't worry, this corrupted file will not affect any other aspect of your computer. If you encounter a problem like this, the best thing to do is delete the file on your computer that is corrupt and return to your stash and, into a new directory, download a new version of the file that is giving you trouble. On very infrequent occasions, you may hear a brief burst of digital noise on a track. Unfortunately, this may be an error that exists on the master tape. When this happens, we usually make a judgment call as to the severity of the glitch versus the 'heat of the show.' We certainly aren't going to hold a great show back because of a one second smudge.

I was at a show or want to purchase a show that isn't in the catalog. Will you be offering it soon? If not, why?
If and/or when a show is released is at the discretion of the band. Therefore, we don't have a set schedule of new shows to be added at any certain time. Sometimes a show isn't released because the sound quality turned out below par or the tapes were damaged beyond repair. Sometimes the band isn't happy with their performance and they decide to hold it back. And sometimes they don't tell us why But please check back often for new releases and thanks for your input on our show catalog. We love to hear what you’d love to hear.

I filled out a trouble ticket or emailed the help desk and never heard back. Why not?
Our Help Desk receives hundreds of various inquiries a day and responds to every single one. We pride ourselves on our customer service because we're fans too. We're as excited about new releases as you are. Occasionally, the email address you provide could be wrong or the email may be filtered by your email service's spam filter.
The key to getting the assistance you need is to provide as much information as possible regarding the problem you are having. If you are getting specific error messages, write them down. If your computer acts in a specific way, tell the Help Desk all about it. Always tell the Help Desk which show you are having problems with. Vague explanations or none at all will delay the help you require.

Billing/Purchase Problems

My credit card keeps getting denied or I cannot make a purchase. What can I do?
If there seems to be a problem making a purchase, we can try to process your transaction manually. We will need the following information:

  1. Your account username (email address)
  2. The show(s) and format(s) you would like to purchase
  3. Your billing address and telephone number
  4. Your credit card number and expiration date

Also, if you have opened a ticket with Customer Support, please include the ticket number. If you are not comfortable sending this information via email, you can fax it to us at [USA] 610-664-3561

My credit card was billed multiple times for the same purchase. How did this happen and what can I do?
Multiple purchases happen on rare occasions when the purchaser accidentally hits the purchase button twice in quick succession on checkout. If you think this has happened. let us know and we'll check it out. if this has happened, we'll issue a refund immediately or comp you shows of choice in the format and quantity equal to the overpayment. A refund sometimes takes a few days to be reflected on your credit card statement.

Can I make a purchase with a check/debit card/cash/money order/traveler's check/livestock/barter of labor?
Sorry, our billing system is set up to ONLY accept Visa, Mastercard, American Express, and Discover cards. Occasionally, our billing system will seem to accept a bank account related transaction. In these rare situations, even though you see a withdrawal associated with nugs.net, we do not collect any funds from your bank account and no actual transaction takes place. What you should do is contact your bank and explain the situation to have the funds returned to you.

Do you offer gift purchases or gift certificates?
Yes, you may purchase gift certificates here. You may also give any Live Phish Download as a gift by clicking the GIFT THIS DOWNLOAD button on any show or album.

How do I redeem my Gift Certificate?
You may redeem gift certificates here. The dollar amount of your gift will be added to your account. When you check out, you may apply your gift certificate balance to your next purchase.

Live Phish Video

How do I download Live Phish Video?

Each video track averages 75MB, which will take approximately 10 minutes on an average broadband connection. Please follow these instructions.

How do I watch Live Phish Videos?
Follow the steps above to download. You may watch Live Phish Videos in any player that supports MPEG-4 video. The most popular MPEG-4 player is the latest version of Quicktime, which is available for both Macintosh and Windows. You may also import Live Phish Video onto your video iPod or other portable device. See below for details.

How do I put Live Phish Videos on my iPod?
Make sure you have the latest version of iTunes.You will need a video-capable iPod to watch Live Phish Videos on your iPod. Follow these steps to copy the videos onto the iPod and to watch them on the iPod:

  1. Download and extract your videos, following the steps above.
  2. Connect your iPod to your computer and launch iTunes.
  3. Hit CTRL-O or Command-O on the Mac. This will prompt you to Add Media to your iTunes Library.
  4. Select the video files (.MP4 files) you want to add.
  5. Select VIDEOS from the left panel of iTunes.
  6. Select the video tracks you want to copy to your iPod, and drag them onto the icon for your iPod on the left panel of iTunes.
  7. To watch the videos on your iPod, turn on your iPod and go to the VIDEOS menu.
  8. Select MOVIES.
  9. Your Live Phish Videos will be listed in alphabetical order by filename (for example, ph951231_02_The_Sloth)
  10. Click the video you want to watch to start playing.

How do I watch Live Phish Videos on my TV?
You may watch Live Phish Videos on your TV if you are able to connect your computer to your television, or if you have a home networking device that bridges your computer’s video output to your TV. Many laptops have an S-Video or composite RCA video output which can be connected to a TV. Read the manual for your PC for information on outputting video signals to your TV.

Can I burn Live Phish Videos to DVD?
LivePhish.com does not support DVD burning, as Live Phish Videos are not intended to be DVD releases, but you may burn a compilation of Live Phish Video tracks to DVD if you have a DVD burner and DVD burning software which can import MPEG-4 video. Contact your DVD burning software manufacturer for details.

Can I copy and share Live Phish Videos?
LivePhish.com audio and videos are official releases and may not be copied (except for personal use on CD’s, DVD’s or other devices for portability or backup), traded, shared or offered for upload or download. Like all Live Phish downloads, there are substantial costs associated with launching and maintaining this service, and its future viability depends on honest participation. We purposely made these files inexpensive and convenient to use with minimum hassle. We ask that you please recognize that effort by purchasing the tracks you want to enjoy.

Do Live Phish Videos contain DRM?
Unlike almost any other form of commercially-available download or physical music, Live Phish Downloads do not contain digital rights management or "DRM" to impede copying the content. That decision was borne out of trust and respect. However, our taping policy only allows you copy the files you download (or any official release) for your own personal use. You may not make additional copies for other people in any form. Making copies of Live Phish Downloads for others violates our taping policy as well as federal and state trademark and copyright law. Live Phish Downloads relies on an honor system, and we ask that you not abuse the unrestricted nature of these files. If you would like to see this type of delivery of shows continue and flourish, please respect our taping policy and don't abuse the system.

Are you going to offer additional shows from the archives as Live Phish Video Downloads?
Our long-term goal is to offer Phish fans an expanding catalog of video footage from a variety of sources in a variety of formats, including Live Phish Downloads.

Why isn't video available for an entire show?
Two reasons: (1) because this is a new, groundbreaking program, the ability to license the use of cover material is very complicated and not yet available. Discussions are taking place with outside publishers and we hope to be able to offer additional material in the future, and (2) some tracks are exclusive to other Digital Service Providers for a pre-determined length of time and will be available on LivePhish.com as soon as we are able to offer them.

Technical

What are the recommended specs for enjoying Live Phish Downloads?
Please note: we do not recommend downloading FLAC files on a dial-up modem. If you are on a slow connection, please purchase MP3 files instead of FLAC.

Windows

Windows 98SE, 2000, ME, XP, or later
128 MB RAM
10 GB Hard Drive (a larger hard drive is optimal)
Pentium III 750MHz or faster (or equivalent)
Cable Modem or DSL
Internet Explorer 5.5 or later

Mac OS
Mac OS X (10.2) or later
128 MB RAM
10GB Hard Drive (a larger hard drive is optimal)
Cable Modem or DSL
Internet Explorer 5.1 or later

Unix
You probably don't need our advice.

Is there a cumulative list of all the shows that I've purchased?
Simply click on 'My Stash' at any time once you've logged in, and you'll be taken to a page that lists all the shows you've ever purchased. The "My Stash" page will always show how much time you have left to download each show you've purchased.

How do I burn Live Phish Downloads to CD?
General Note:
To avoid those annoying 2-second gaps between tracks on audio CDs, make sure you use the Disc-At-Once (DAO) option in your CD burning software or set number of seconds between tracks to ZERO

MP3
If you have access to a CD player that can play MP3 files, all you need to do is create a data CD of the MP3 files in the proper show order and play it in your CD player. However, many CD players can't play MP3 files from a data CD. Therefore, you will need to burn an audio CD from the MP3 files. Most CD burning software allows you to burn MP3 files as audio discs directly. Older software may require you to convert the MP3 files to .wav files manually. Make sure to burn the audio CD with the Disc-At-Once (DAO) option turned on or set number of seconds between tracks to ZERO to avoid any two second gaps between tracks on your CDs. For PC users, LivePhish.com recommends Nero for your CD burning needs, though plenty of good alternatives are available.

FLAC
Using the appropriate software for your operating system, uncompress each of the FLAC files into WAV files. The .wav files are what you will need to burn an audio CD that can be played on most CD players. Keep in mind that not all CD burning software can burn WAV files. Be sure to check compatibility with your software. After the WAV files are extracted, burn them using the Disc-At-Once (DAO) option in your favorite CD burning application. For PC users, LivePhish.com recommends Nero (http://www.ahead.de/) for your CD burning needs, though plenty of good alternatives are available.

Can I copy shows onto my portable player?
Yes, MP3 files may be freely transferred onto your favorite portable device. FLAC files have to be uncompressed and converted into other file types (i.e. WAV or MP3 files) to be playable on a portable player. Use the software that came with your portable player to copy Live Phish Downloads onto your player.

Why are there no MD5 files on livephish.com anymore?
FLAC does not require MD5 files as the format has a built in checksum routine. The FLAC decoder will not decode or play your files if the checksum fails.

Troubleshooting

Dude, Where's My Download?
Make sure to remember where you saved your files each time you download. If you can't remember, you can search your hard drive for files named "ph021231" where "021231" is the date of the show you purchased.

The show I downloaded is incomplete. Can I download again?
Yes, you may download the CD archives for the shows you've purchased again if your download was incomplete. If you are on a PC using the Live Phish Download Manager, then you can resume a broken download by saving into the same folder each time.

How do I listen to Live Phish Radio?
To listen to Live Phish Radio, you will need a broadband connection (DSL, Cable Modem, T1, etc.) and an MP3 player capable of MP3 streaming (like iTunes or Winamp, for example). Please see our software section to download free software.

If you click LISTEN on Live Phish Radio, the stream will start in whatever player you have configured to play MP3 streams (.m3u file types). If you have trouble connecting, please make sure your network administrator is allowing HTTP access on port 8000 on your machine.

Click the INFO button to browse to the show for the currently playing track.

Why is my download an .asp or .asx file and not a MP3 or FLAC file?
This is most likely because you are using a web browser other than the latest version of Internet Explorer, Safari or Avant to download your show. Though other browsers may occasionally work, for the most consistent results, only use the two browsers mentioned above.

Why does the Download Manager pause or stop?
This usually happens because your computer is running firewall security software like Norton or Zone Alarm that is stopping the process. If you are, please disable it for the purposes of downloading the music and try again. You may have to consult the documentation that came with the security software, we will not be able to help you troubleshoot this kind of software. If you are still unable to download the entire show at once, it may be a circumstance related to the specific setup of your computer that is preventing you from using this feature. In this case, you can use the manual download option.

Why did I not receive my passcode?
Your email service might have a built-in spam filter. It is likely that our security email to you was filtered out. Please put stash@livephish.com on your safe list and try logging in again. A new passcode will be generated and sent to you.

Why is the show I purchased not in my stash?
There are a couple reasons why the show you purchased is not in your stash. First, you may have an old account or several accounts under different email addresses. In this situation, you should let us know immediately and we will merge the two accounts together or change your old email address to your current one. The other reason your show may be missing is that the transaction did not go through. You can either try to purchase again or you can contact us to investigate.

Why can't I login?
Login problems usually stem from a problem with cookies. A cookie is a small file that is placed in the memory or cache of your browser that tells us who you are. In most cases, this problem can be solved by enabling cookies in the settings of your browser. Occasionally, cookies become corrupt and they must be deleted. When you login again, a new, fresh cookie will be placed in your cache.

My computer crashed or was stolen and all the downloads I purchased are now gone. Can I download them again?
Unfortunately, we cannot reset all your downloads if the fault is not our own. The loss of a show you download from us is not unlike the loss of a CD you purchase from a store. Though it may seem that our downloads cost us nothing, in fact, we do indeed pay for the show that we sell to you. We have a myriad of costs (from royalties to technology upgrades to bandwidth fees, not to mention office space and salaries) that we are responsible for in order to get high quality shows to you. We strongly suggest that you backup every single download onto an external hard drive or onto CD or DVD.

Why do you only give me 48 hours to download the show I purchased?
We restrict the download period to 48 hours as our only security measure. This is the only way we try to make sure that the person who downloads the show is the person who pays for this show. Unlike some other online music stores, our sound files are not restricted or encrypted in any way. This means that you can play our files on any number of devices without limits. For this reason, we ask that you backup your files after downloading.

Why can't I copy the songs onto my portable MP3 player?
There is no reason why you shouldn't be able to copy our MP3s (or decoded .wav or .aiff files) to a portable or software-based MP3 player. This is an issue that you will have to take up with the manufacturer.

Webcast/Pay-Per-View Help

What is a Live Phish Pay-Per-View?

A LivePhish.com pay-per-view concert is a live (audio and video) stream of an entire Phish concert to your computer. Each show is professionally directed and filmed by seven HD cameras and combined with the same live audio mix as the Live Phish audio releases.. Each pay-per-view show is only available streaming in real-time. This is not a video download. The video stream will be as close to an HD broadcast as the available upstream bandwidth from the venue and at your computer's internet connection will allow.

Can I watch the Pay-Per-View on my iPhone or iPad?

Yes! Go to LivePhish.com in your web browser on your iOS device and tune into the webcast through the Live Phish Mobile site. We recommend using a Wifi connection or a high-speed LTE connection, though you may still watch on 3G or 4G if you have a good data connection. Note that the mobile stream is slightly lower quality than the desktop stream to accommodate mobile users' variable bandwidth speeds.

Can I watch the Pay-Per-View on my TV?

We hope you will! Please see here for instructions.

How do I buy the Pay-Per-View?

Purchase a pay-per-view by going to the page for the show you want to watch and adding the Live Stream to your shopping cart. When you are ready to check out, you will be prompted to log in or register as a new user. We will need your valid email address in order to notify you when the pay-per-view goes live. We accept all major credit cards as well as Paypal.

How do I watch the Pay-Per-View?

You will need to login to LivePhish.com and check "My Stash" for the status of your show. When the pay-per-view goes live, the status button next to your show will say WATCH NOW. Click the butotn to launch the video player. The video stream will start to play automatically. You may hit the full screen icon on the bottom right of the video player to expand the video to Full Screen Mode.

What do I need to watch the Pay-Per-View?

Here are the technical requirements to watch a live Pay-Per-View via your desktop computer or laptop:

  • A wired ethernet connection from your computer to your Cable Modem, DSL, or outbound internet connection (a wireless connection can cause problems with your video stream)
  • The latest Flash Player.
  • Ensure that JavaScript is enabled in your web browser
  • Ensure that you are allowing pop-up windows from LivePhish.com.
  • Check the component list below for more details.

Here are the technical requirements to watch a live Pay-Per-View via your mobile device:

  • Wifi or High Speed Data like LTE (4G or 3G may work depending on your mobile data rate)
  • iOS 6 or later for iOS devices
  • Android 4.1 or later should be able to watch the mobile stream without Flash-- earlier versions of Android will require Flash
  • If you have problems with the mobile stream, please log in to your account on a wired computer (you will not need to purchase another pass)

Component

Required

Recommended

Internet connection speed

High speed internet connection of 1.5 Mbps or faster.

Check my speed

DSL or Cable internet connection of 3.0 Mbps or faster

Check my speed

Operating system

Microsoft Windows XP, Vista, or Windows 7;

Mac computer with an Intel processor:

  • Mac OS X v10.4 or later
  • 1GHz processor; 2GHz or faster recommended
  • 512MB RAM; 1GB or more recommended

Microsoft Windows XP, Vista, or Windows 7. At least the "Required" specs for Mac, preferrably more RAM and faster processor.

Processor

 1 GHz processor or faster

2 GHz processor or faster

 RAM

512 megabytes

1 GB or higher

Display Configuration

1024 x 768 resolution; 32 bit color

Same as "Required" configuration or higher

Video card

Video card with 64 MB of video RAM (VRAM).

Same as "Required" configuration or higher resolution

Internet browser

  • Microsoft Internet Explorer 7 and 8 (Windows)
  • FireFox 3.5 or higher (Windows or Mac)
  • Safari 5.0 or higher (Windows or Mac)

Cookies must be enabled on all browsers.


Same as "Required" configuration

How will I know when the Pay-Per-View starts?

You can always check the event status in "My Stash" as long as you are logged in to LivePhish.com. We will also send email and Twitter notifications when the video stream goes live. Make sure you've opted in to receive LivePhish.com emails when you purchase the Pay-Per-View.

Why does the video keep stopping or rebuffering?

Please ensure that you meet the technical requirements above. Also ensure that you have recently restarted your computer and have NO OTHER APPLICATIONS RUNNING. Quit IM and any bandwidth-intensive applications like Bit Torrent, iTunes,and other browser windows. Disable any wifi adaptors on your computer and plug directly into your home or office internet connection via ethernet.

Why isn't this a HD video stream? Why does the audio sound like MP3s?

In order to ensure the video stream will play back properly on a variety of different internet connection speeds, we need to compress the video and audio stream. We have chosen the highest quality possible for the greatest number of users.

Help! I've read everything and I still can't get the video to play!

Please contact our Customer Service team and you will receive a timely email response.

How do I watch the Pay-Per-View on my TV or home theater?

There are many options for watching a Pay-Per-View on your TV. Here are some suggestions:

  • HDMI - many desktop and notebook Macs and PCs come with HDMI ports. HDMI 1.3 or later will pass both digital audio and video in one cable from your computer directly to your TV or A/V Receiver.
  • VGA or DVI (Monitor Out)- most desktops and laptops have a port for connecting a computer monitor. Many Plasma and LCD TVs and A/V Receivers have similar ports on them to accept a video signal directly from your computer. You will also need to send audio to your A/V Receiver or TV via an 1/8th inch headphone-type cable.
  • S-Video
  • DIY - Here's a guide to get you started.

Links

Need Help?
Contact Live Phish Customer Service

General Information and Software
www.cdrfaq.org

FLAC
FLAC installers for Windows, Mac OSX, and Linux
Trader's Little Helper (Windows including Vista)
xAct (Mac OSX)
MacAmp Lite X (Mac OSX)

CD Burning
Nero (Windows, to burn FLACs or MP3s to CD)
BURRRN (Free for Windows, to burn FLACs or MP3s to CD)
Toast 7 Titanium (Mac OSX)
iTunes (Mac or Windows, to burn MP3s to CD)

MP3 Players
Winamp (Full FREE Edition for Windows)
iTunes (Mac or Windows)

FLAC Players
Winamp (Full FREE Edition for Windows).
MacAmp Lite X (Mac OSX)

Java (for Download Manager)
Java.com

Flash (for song samples)
Adobe.com

Video Players
Quicktime (Windows and Mac)
iTunes (Windows and Mac)
Real (Windows and Mac)