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music
I click on 'view score' but no pop-up window appears 
This is probably due to your pop-up blocker options. Visit the system requirements page for details of how to change your settings.
The 'view score' pop-up window contains no music
This means that you do not have Sibelius Scorch correctly installed. Visit the Sibelius Scorch help page for detailed installation and trouble-shooting instructions.
When I close a 'view score' or 'test print' window an error pops up
If, after closing a Scorch window, you are presented with an error message saying 'Error Deleting File or Folder. Cannot delete xxx: There has been a sharing violation. The source or destination file may be in use.' - click OK to acknowledge the error. This occasionally happens when Scorch is trying to delete a temporary file. If the problem persists, shut down and re-open your browser.
Scorch has installed but now won't allow me to view any music
For some users working in high security or restrictive conditions, firewall settings may be such that communication to our server is blocked. Whilst Scorch is safe technology which offers no threat to any systems, some security policies may dictate that you have to use the site on less restrictive computers i.e. your home computer.
Can you send me paper copies?
Sorry but we are unable to send paper copies of music purchased. You can log in to the site from any computer which is connected to a printer, at any time. Once you have made your purchases, your print credits will remain on your account until used. No time limit is imposed on you to print your music.
What are the definitions for the difficulty gradings?
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Easy - rhythmically simple and containing relatively little or no double stopping. These pieces may be suitable for beginners. |
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Medium - all parts can be easily sight-read by an experienced quartet. |
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Challenging - may contain passages requiring some rehearsal, particularly in the first violin part. |
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Hard - may contain extensive double stopping or high parts. These pieces are demanding and sometimes require stamina! |
Some pieces play back with a piano sound, some with strings, why?
We have chosen play-back sounds which most clearly help you hear how the arrangements sound. Where many sustained notes appear we have sometimes used a string sound. The quality of the play-back is entirely dependent on the sound card in your computer.
ordering
I have placed an order but have not received any emails
You should receive emails confirming your order and payment shortly after buying your music from us. If these do not arrive, please check your junk/spam email folders and any anti-spam filters as the emails may have been trapped by these. We recommend you add , donotreply@protx.com and service@paypal.com (or service@paypal.co.uk) to your safe list or white list.
How do I see details of my orders?
Login to the my music section with the email address and password sent to you by email after you placed your first order. All orders created with that account (email address) will be displayed.
Within each order you can view and play any of the pieces purchased. You may print a piece if a credit remains outstanding for it ('prints remaining' shows 1 or more).
A title is not available in my country
During checkout from the shopping basket you may be presented with an error message explaining that a particular title "is not available in your country, please click 'view' above and remove it from your shopping basket".
For those titles still in copyright we endeavour to obtain worldwide print licences. However, this is not always possible as the copyright administrators for a particular territory may not wish to grant such licences. We are continually in the process of trying to extend the territories of all our titles to be available worldwide.
Which currencies can I shop in?
All our prices are displayed in British Pounds Sterling (£) with an indicative value in US Dollars ($). This guide Dollar price is calculated using an exchange rate which we update regularly to reflect any currency fluctuations. It is intended for reference only.
Secure Online Credit or Debit Card: when you place an order, your card issuer will automatically convert British Pounds Sterling into your local currency using their own exchange rate. You will see the transaction on your statement in your local currency.
PayPal: the British Pounds Sterling transaction amount will be converted to your local currency at PayPal's own exchange rate, which is updated twice a day.
Items in my basket have disappeared
This is possibly because cookies and/or javascript have been disabled. You will need to modify your internet security settings. Please visit the system requirements page for more information.
Do prices include VAT (sales tax)?
No, sheet music is currently exempt from this tax.
I have to enter a post/zip code but I do not have one
During checkout, the system requires a post or zip code to be entered. We are aware that some countries do not have such codes. In this case please complete the box with the word NONE.
How do I add a score to my set of parts?
While viewing an item, before clicking on the 'add to basket' button, change the 'Include Score' drop-down box to 'Yes'. There is a small additional charge for each score purchased.
How do I remove a score from my shopping basket?
To remove a score from your shopping basket you will need to remove the entire product (parts and score), then add the parts again.
payment
My card details have been entered correctly but the payment is rejected
From 1st July 2007 all payments made with Visa, MasterCard or Maestro debit and credit cards will require you to provide your 'Verified by Visa' or 'MasterCard SecureCode' password during the payment process. This additional level of security is quick and easy to sign up to and gives you greater protection for all on-line purchases. You can sign up now to Verified by Visa or MasterCard SecureCode, or you can sign up during the payment process itself.
It is also possible that the address entered is not the registered card billing address. Click on Cancel then Proceed in the Protx payment provider screens. Now click on the shopping basket Back button (bottom left of screen) to go back and re-enter your card billing address details.
The payment screens lose connectivity and payment is cancelled
This problem is only likely to occur where a dial-up link is being used and connection is temporarily lost. Your payment is successfully authorised by the bank but the Protx payment server is unable to inform dots 4 strings. Protx automatically cancels the payment with no charge being made to your card. You are then returned to the dots 4 strings shopping basket from where you may try again to complete the payment or cancel as required.
Can I pay by cheque?
Sorry, no. We accept all major debit and credit cards. If you have any concerns about paying online with cards then please read our security page. We have implemented the highest possible security throughout the whole payment process and would like to assure you that shopping with dots 4 strings is 100% secure.
I cannot change my address when entering my card details
Once you have completed your name and address on the dots 4 strings website, and have been forwarded to Protx to complete your card payment, no amendments may be made to your address. This is a security measure. If you need to amend your address or post/zip code, click on Cancel then Proceed in the Protx screens. Now click on the shopping basket Back button (bottom left of screen) to go back and re-enter your card billing address details.
My card security code has 7 digits, which do I use?
The security code on the reverse of your debit or credit card (in the signature strip), has 7 digits in total. During checkout, when you are asked for the security code, you need to enter the last three digits. For example, if your card has the numbers 1234 567 on the back, you should enter 567 for the security code.
American Express cardholders should enter the four digit security code on the front of the card.
PayPal is not shown as a payment option when I checkout
We are currently unable to accept PayPal payments. This facility will be available from quarter 3 2007.
printing
I have not received my password
Anti-spam filters are causing an ever increasing number of delivery failures. Order confirmation and login emails are sent immediately after payment has been authorised. lf you cannot locate them in your spam or junk folders then it is possible that your server has blocked the message(s) completely. Please contact us as soon as possible so that we can help resolve this.
I have forgotten my password
From the my music login page click on 'Forgotten your Password?'. You will be prompted for your email address under which your login was originally created. Your password will then be re-sent to that email address.
How do I change my password?
Login to the 'my music' section of the website using your email address and password. From the main menu click on the 'Change my password' option and follow the instructions on the screen.
What sort of printer do I need?
Any inkjet or laser printer will print the music nicely. In the unlikely event that you still have a dot-matrix printer, we do not recommend you use this.
What size of paper should I print on?
Our music has been designed to print at its best in either A4 or Letter format. In the Print dialogue box there is a 'Fit to paper' option which is turned on by default. This will automatically scale the music to fit on whatever paper is in your printer. Make sure that the actual paper in the printer tray matches the size specifed in the Print dialogue box.
What paper will give the best results?
We recommend that your music is printed on 90gsm or 100gsm, A4 or Letter, bright white paper.
My email address has changed
During the order checkout process, if you enter an email address that our website has not seen before, it will automatically create a new account for this address, and a new password will be sent out.
The existing account under your original email address will continue to exist. You can still log in using the original details if you need to view or print any previous orders.
I have bought several copies of a piece but only one copy prints
On some printer drivers there is a collate option which will default to on when the number of copies to print is greater than one. If you have purchased mulitple copies of a piece, turn this option off when the print dialogue box appears, otherwise you will only get a single copy.
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