General Questions and Answers Regarding Audials Products

The following FAQ offer useful information regarding installing and updating, as well as using and troubleshooting, for all Audials products.

Installing & Updating Products

1. What are the system requirements?

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Please find the system requirements listed in section Downloads

2. Which product is the right one for my needs?

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We offer several products that each focus on specific, typical tasks.

Need help deciding which product is the right one for your needs?

3. Where can I download the products? Where can I download older product versions?

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The most recent versions of all products can be found in section Software Downloads.

Please note that all "Freeware Downloads" can be activated to full product versions with your license information. When updating, this license information is kept and your product will be activated, automatically.

Downloading older product versions

If you have a license for a particular version that is not available for download in the Freeware Downloads section, then you can find those versions linked in the support forum:

Forum > Update and License > Download links for all earlier versions

 

If you could not find your particular version here, please contact us at support.

4. How do I know whether a newer product version is available?

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Open Options > General. Under group "Product Activation", click About. The displayed About Dialog shows the version number of your installed product on the first line.

 

Compare the version number of your installed product to the version number of the most current product update listed on our website (see section Software Downloads).

5. Can I install and use my product on several computers?

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Yes, you can install your product on several computers, even with only one license key.

 

Please note that it is not possible to run your product on several computers at the same time.

6. I have a question regarding license/upgrade issues. Where to find help?

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The License Recovery FAQ offers information on our license and upgrade policies.

Using the Products & Troubleshooting

1. How should I configure my firewall?

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Three executable files need to have access to the Internet:

  •   • {productname}.exe": div. TCP ports, outgoing. Replace {productname} with the name of your product, e.g. "AudialsOne.exe".
  •   RSAutoTag.exe" (TCP port 80, outgoing)
  •  MP3Normalizer.exe" (ICMP)

2. I'm using Kaspersky "Internet Security Suite". Why do "Social Radios" not work?

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Kaspersky's "Internet Security Suite" blocks access to certain social radios, namely "last.fm".

If you are using the "Internet Security Suite" on your computer, switch if off.

 

Then please check again whether you can acess the radio's website with your browser software and whether you can use Social Radio functionalities with your Audials product.

3. How do I generate log files for troubleshooting?

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Creating and sending log files and other technical information is oftentimes the only means for product and support and developers to verify, reproduce and fix functional issues.

The following steps will help us troubleshooting your problem:

  1.   1. First, install the latest version of your product as available for download in section Software Downloads.. Please try to reproduce your problem situation. Does your issue still occur?
  2.   2. Activate log file generation: Open Options > General and select to Write support information to log files.
  3.   3. Repeat the steps that lead to your problem.
  4.   4. If possible, create one or more screenshots which help explain the problem situation. These could e.g. show a displayed error message. To create screenshots, you need a graphics editor like Microsoft Paint.
  5.   5. Create an info file for your computer system:
  • Windows XP: Start > Run... Enter "msinfo32.exe".
  • Windows Vista/Windows 7: Click Start. Enter "msinfo32.exe" into the search field.
  • Save all displayed system information: File > Save... Choose location (e.g. Desktop) and file name (e.g. "system.nfo").

  6. Send the following data to support:

  • Product name and version number. You find these in the About dialog (open Options > General, under group "Product Activation", click About).
  • A short description of the problem. Also describe the necessary steps to reproduce the problem.
  • The log files: Open Options > General. You can now deselect log file creation. Click Open log folder to see all created log files in the file explorer. Create a single ZIP file, including the complete log file folder.
  • Add the create info file (e.g. "system.nfo") to the ZIP package.
  • If you have created any screenshots, add those to the ZIP package, too.
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We will do our best to solve your problem. Thank you for your assistance!

 

Your question has not been answered here?

 

Return to Support Start page  to find further help.