Why won't my transferred tracks play on my device, and what does this "synchronize" or "sync notice" error message mean?

If you're getting an error that asks you to "sync" or "synchronize" your device even after connecting it to your computer and signing into Rhapsody, please try the following solutions. You don't need to try them all! After each one, try playing tracks on your device again, and if it doesn't work, then go on to the next solution:

1. Check the date and time on the PC and the device
2. Reauthorize your computer
3. Transfer a new track
4. License your device
5. Reset the device's secure clock
6. Format the device per the manufacturer's recommendations and ensure the latest firmware version is installed

1. Check the date and time on the PC and the device

If the date and time on the device or the computer is off, the track licenses can expire prematurely.

To check the date and time on your computer:

1. Double left-click on the time (usually in the bottom-right of the screen).
2. This should bring up a Date & Time Properties window.
3. Verify that the month, date, and year are all correct on your computer.

While it's different for every device, here's how to check the date and time on a Sansa device. (Steps should follow the same logical order on other devices.)

1. Press the Menu button.
2. Go to Settings.
3. Go to Date and Time.
4. Verify the date and time shown are correct.

2. Reauthorize your computer

1. Sign in to Rhapsody.
2. Click the My Account menu.
3. Select Deauthorize Computer.
4. You should get a prompt that says you have successfully deauthorized your machine.
5. Click the My Account menu.
6. Select Authorize Computer.
7. You should get a prompt that says you have successfully authorized your computer.

To make sure the authorization was successful:

1. Click the My Account menu.
2. Select Manage My Account.
3. Sign in.
4. Click Authorizations.
5. Make sure your computer shows up as authorized.

If your machine does not show up as authorized or your received an error message when trying to authorize, please see the following articles:

• Why do I get a "Computer Not Authorized" error in Rhapsody 4?

• How do I authorize my computer with Rhapsody 4?

3. Transfer a new track

Rhapsody should automatically transfer the licenses as a part of device detection. If it doesn't, you can force the database on the device to be rebuilt by transferring a new track to it. Simply transfer a new track from the Rhapsody Music Guide that has not been on the device before.

4. License your device

Licensing your device updates the subscription content on it. To license your device, right-click in Rhapsody on the device and select License.

Note: Not all devices will have this feature in the right-click menu. If you do not see this option, or if you are not sure if it worked, click Tools in the toolbar at the top of the Rhapsody window, then select Device Compatibility Report.

In the window that pops up, click the Update Track Licenses button.

5. Reset the device's secure clock

Most devices will have a secure clock. Not all devices support the Reset SecureClock feature in Rhapsody.

1. Open Rhapsody.
2. Connect your device.
3. Hold down the CTRL and SHIFT key while right-clicking on your device.
4. Select Reset SecureClock.

6. Format the device per the manufacturer's recommendations and ensure the latest firmware version is installed

Note: Formatting a device will erase all of the content on it.

This includes, but is not limited to, music from Rhapsody as well as other sources, photos, videos and personal data. If your device contains data you don't want to lose, you should make a backup of this data if you have not already done so.

Prior to formatting, you should also check to make sure that the latest firmware of the device is installed.

Click here for formatting instructions for specific devices (BlackBerry, Sansa, Philips, Insignia).

If none of these steps resolve this issue (and you still have an active subscription), please contact Rhapsody Customer Support.

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