FAQs

For full instructions on how to install your Singchronize® Player for PC and Mac computers, please refer to our 'How to Install' videos and PDF guides located here. You will also find a video and PDF guide to all the great features avaliable in your Singchronize® Player.

 

Placing Your Order:

Q: Why can I not see the video clips when I click the 'Play' tab?

If you are having trouble viewing our video clips then you may not have the up to date version of 'flash'. Flash software updates are free and can be found at http://get.adobe.com/flashplayer/
 

Q: I have a discount code, where do I enter it?

Any offer codes must be applied in the 'Discount Codes' box in your basket area before progressing to the checkout.

Q: How can I pay for my order?

Payments made at the time of ordering can be made by debit or credit card securely on our website or by telephoning our Customer Service department. Where an invoice or pro-forma invoice has been issued, or you are sending payment with order, we accept payments by:


BACS - Send payment to: Account Number 00044040, Sort Code 20-90-56, using your Customer Code as the reference. For international payments or Single Euro Payments Area transfers: IBAN - GB89 BARC 2090 5600 0440 40; SWIFTBIC - BARCGB22.


Cheques denominated in Pounds Stirling ONLY (or cheques denominated in Euro if accompanied by an order denominated in Euro or in settlement of an invoice denominated in Euro) made payable to 'Out of the Ark Music’ and sent to: Out of the Ark Music, Units F1 & F2 Kingsway Business Park, Oldfield Road, Hampton, Middlesex, TW12 2HD, UK. Please quote your Customer Code on the back of the cheque.
 

Q: How quickly will my order be despatched?

As soon as you have purchased songs from the Song Calendar or puchased a product with Words on Screen™ v2, your songs are available instantly in your account. You can choose to play them online in the 'My Words on Screen™ Online' area of your Account, or for best performance download them to the Singchronize® Player on your computer. To download and install your free Singchronize® Player on your computer, please go to the Install Player page. If you have purchased physical products as well then they will still have to be processed and despatched. Please see our Postage & Delivery page for more details.

 

Q: Do you have a returns policy?

Please refer to our full Returns Policy here.

 

Installing Your Player:

Q: What is the latest version of the player?

The latest version of the player is v2.05 and we recommend that you use the latest version of the player in order to benefit from the latest features.
 

Q: How do I update my player to the latest version?

PC USERS
  1. Log in to your Out of the Ark online account. Once logged in, you should be in your account dashboard.
  2. On the left hand side, click on My Words on Screen Online.
  3. Scroll down the page, click on DOWNLOAD PLAYER and then on the following page click on INSTALL NOW. (Make sure you click Run rather than Save). The player will now begin downloading as an .msi file.
  4. Once the download has completed, a Windows Installer box will appear - Accept the Terms & Conditions and click Install.
  5. Once the installation process has finished, a Singchronize Player icon will appear on your desktop.
  6. Open up the player, log in and re-download any existing songs in your account by clicking on the orange buttons next to each song.
  7. There should be no need to delete your old player as the new player should overwrite it. 
Please note: If a message pops up to say that the file could be harmful, please be assured that the files are safe – click either Yes or Allow to continue the installation process.

MAC USERS
  1. Log in to your Out of the Ark online account. Once logged in, you should be in your account dashboard.
  2. On the left hand side, click on My Words on Screen Online.
  3. Scroll down the page, click on DOWNLOAD PLAYER and then on the following page click on INSTALL NOW. The player will now begin downloading as a .dmg file.
  4. Once the download has completed, double-click on the .dmg file in your Downloads folder.
  5. Drag the Singchronize player icon to the Applications folder.
  6. If you have an older version of the player, you may be prompted to replace it with the new player – please choose Replace.
  7. Then go to your Documents folder and delete the Singchronize PDFs folder.
  8. Open up the player, log in and re-download any existing songs in your account by clicking on the orange buttons next to each song.  
If your Mac is not allowing you to open the application, please adjust your settings to allow third party applications. You can do this by opening your System Preferences, going to Security & Privacy and choosing to allow apps to be downloaded from anywhere.


Using Your Player:

Q: I am having trouble logging in on my downloaded player?

If the warning message in the login screen states "Oops! Wrong Email Address or Password, please try again" then please double check the email address you used when purchasing your songs and if it is correct then consider changing your password to confirm it is correct.

If the warning in the login screen states "Connection error. Check your internet connection first, then click on ‘Trouble Logging In?’ for help.", first of all please check that you are able to connect to the internet using your normal internet browser. If you can, then it is likely that your school or organization is using a 'proxy server' that is stopping the player from accessing the internet. In that case, there are still 4 possible solutions for you – please use the one that suits you best. When you click on ‘Trouble Logging In?’ it will offer you the following options:
 

Quick Solutions:

Option 1. Register your device online to continue with your downloaded player.
This is a quick temporary solution that will last as long as you remain logged in. Follow the instructions that will take you to our website to register your device. To remain logged in at the end of your session, simply close the program without logging out (click on the red cross and Exit, but do not log out).

Option 2. Play your songs online in your streaming player.
You can use the online S!ngchronize™ player from any computer with a good internet connection. You will need to be logged into your account on our website to use this option – simply go to your account dashboard, choose ‘My Words on Screen™ Online’ from the left hand menu and then choose the ‘Stream Online’ option. This will open a player in your internet browser containing all of your songs and eSongbooks. The online player works in exactly the same way as the downloaded player (performance depends on your internet connection speed).


Long Term Solutions:

Option 3. Get information for your IT department to implement a solution.
This should be a permanent solution, but does not work for all proxy servers. Your IT department will need the following information. The downloaded player attempts to connect to www.outoftheark.co.uk using SSL over port 443. When in school, if your computer is sending all web traffic through a proxy then your IT department either need to put in place an exception so that traffic to www.outoftheark.co.uk is not sent to the proxy or so that traffic from www.outoftheark.co.uk is sent back to the client computer un-edited by the proxy (e.g. decrypted and then re-encrypted using your in-house certificate). Please also note that it is www.outoftheark.co.uk - not outoftheark.co.uk - the www prefix is essential. Ideally, your proxy exception should be made using the domain name and not the IP address. This is because the latter is occasionally subject to change. However, if you are only able to create exceptions by IP address, our current website IP is 72.32.211.105. This paragraph will be updated when we are aware of an IP change.

Click here to open a PDF with this information to send to your IT co-ordinator.

Option 4. Download your songs to your PC or Mac laptop at home first. Download all of the songs from your account that you need on your laptop at home, and then just close the application (click on the red cross and Exit, but do not log out). When you reopen the application on the same laptop at school, you will not need to log in, and you will be able to play the songs without needing to connect to the internet through the proxy server.

 

Q: How do I access my Words on Screen v2 eSongbook so that I can access my Words on Screen songs, songbook PDFs and MP3s?

Simply:
  • Log into your online account and select “My Words on Screen™ Online”
  • Open the online streaming player
  • Click on ‘All eSongbooks’ in the left hand menu and select your eSongbook 
If you have already downloaded and installed a Singchronize player to your computer, you can also find your eSongbook in your downloaded player. Simply:
  • Click on Refresh in your downloaded player.
  • Click on ‘All eSongbooks’ in the left hand menu and select your eSongbook.
  • Click on ‘Download eSongbook’. It may take 15 minutes for your eSongbook to download, depending on your internet speed.
Please note that you will need Singchronize player version 2.0 and above to view eSongbooks. To download the latest version of the player, either to update your existing player, or for the first time, please go to our Install Player page here.

Q: I bought an eSongbook but it's not appearing in my player?

If you have bought a Premium pack product online which includes Words on Screen™ v2  whilst still logged in to your installed Singchronize® Player you will need to click the 'Refresh' button on the left-hand side of your library screen. This will update your library with all purchases. You will then be able to download and play your new songs and eSongbook in the player.

Q: How can I access the PDFs and MP3s from my eSongbook?

To instantly access PDFs and MP3s from your eSongbook:

  • In the online streaming player, click on ‘All eSongbooks’ in the left hand menu and select your eSongbook.
  • The eSongbook is where we bring together in one place all of the digital resources available for your product. You will find these under ‘eSongbook Resources’ in the left hand menu of your eSongbook.
  • Click on ‘All Audio MP3s’, ‘All Lyrics PDFs’ & ‘All Score PDFs’ to save these to your computer. Or should you just want the MP3s, lyric or music score for one song, then select the song in the library and use the buttons in the ‘Song Extras’ area at the bottom of the screen.
You can also access these files in the same way if you are using the Singchronize player that you have downloaded and installed from the website. Simply refresh your player and select your eSongbook. For a downloaded player you will need to download the eSongbook to your player before you can extract and save the MP3s and PDFs. You will also need to have installed S!ngchronize™ player version 2.0 and above.

Safari users: If you find you are unable to download your MP3s, you may find that Safari's pop-up windows are blocked. To change Safari's pop-up settings, go to Safari Preferences, click on the Security tab and uncheck the box next to Block pop-up windows. You can check the box again once you have finished downloading your MP3s.

Q: I'm having trouble saving 'All Audio MP3s' from my player?

Please install your CD ROM first before choosing this option. Early feedback has shown that on occasion this option does not work correctly when saving directly from the CD ROM. Saving individual song MP3s directly from the CD ROM is not a problem. Alternatively you can always extract and save All Audio MP3s from your streaming or download player via your Out of the Ark online account.
 

Q: I bought a song but it's not appearing in my player?

If you have bought a song whilst still logged in to your installed Singchronize® Player you will need to click the 'Refresh' button on the left-hand side of your library screen. This will update your library with all purchases. You will then be able to download and play your new song in the player.

Q: Can I play your songs on my tablet or mobile phone?

Very soon we will have a version of the Singchronize player that you can stream on your iPad and most Android tablet devices. 


Q: Can I use my Singchronize® Player with a whiteboard or display screen in class?

Yes, Singchronize® has been designed specifically with use on a whiteboard in mind. The player can be projected and used on an interactive whiteboard with the song audio synchronized with the highlighted lyrics.


Q: Can I use my Singchronize® Player and songs across a school network?

The player and songs have to be installed/ downloaded to each computer in your network; they cannot just be installed/ downloaded to one computer or server and then used across a network. When you download and install a player onto a specific computer and click refresh, the player will show all songs purchased in your account, but you will only be able to play the ones that you have downloaded to that specific computer. There is no limit to how many computers you can download your songs to, but they must be for use within a single establishment. Please also bear in mind that you can stream all of your songs in your online player anywhere and at any time with a good internet connection (accessible from the 'My Words on Screen™ online' area of your account). If you wish to share all of the songs purchased within the school, we suggest that you set up a single online account with us first so that access can be shared across the school to all songs purchased through that single account.
 

Q: Can I use my Singchronize® Player in a room with no internet access?

Yes. If you log in to the player in a place with internet access (say at home or in another part of your school) on a laptop, download all of the songs from your account that you need, and then just close the application (click on the red cross, but do not log out). When you reopen the application on the laptop in the room with no internet access, you will not need to log in, and you will be able to play the songs without needing to connect to the internet.

 

Our Products:

Q: Do you supply music to private customers as well as schools?

Yes, we supply our music to private customers. We do require payment with each order, payment must be made by credit card or debit card.
 

Q: Do we need special permission to use the backing tracks?

The backing tracks may be used in class for teaching purposes or in assemblies. Please refer to our Copyright and Licensing page here.
 

Q: Are Out of the Ark Music products available internationally?

Song Calendar songs are available to purchase worldwide, however if you are wanting to purchase physical products also, please note that there are restrictions on the countries that we can deliver to. Please refer to our Postage page here for more details. 


Q: Can I buy CDs separately?

Most of the songs featured on Song Calendar are featured in one or more of our existing titles, however some new songs are currently ONLY avaliable in the Singchronize® format and cannot be bought any other way than through the Song Calendar. Please refer to the 'Song Finder' page on the Out of the Ark part of our website to find which songs are available on CD.
 

 

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