Help Page

German translation available here

If the answer to your question is not listed above, send an email containing your name, HDtracks username (email address), order number, and your question to A customer service representative will get back to you within 1-2 business days.

The Download Manager

Ordering from the HDtracks Site

Your Music


HDtracks Download Manager FAQ

1. Why do I need a download manager?

The HDtracks download manager is the best and only way to download high resolution music from HDtracks. The download manager downloads and stores your music in a clean and organized fashion in the “My HDtracks Music” folder within your PC or Mac’s “music” folder.

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2. What Operating Systems are compatible with the HDtracks Downloader?

Mac: OS X 10.6 (Snow Leopard) and later

Windows: Windows 8, Windows 7, Windows Vista, Windows XP

*HDtracks Download Manager for Linux is coming soon!

The HDtracks Downloader is not compatible with Linux operating systems or any mobile device (iPhone, iPad, Samsung Galaxy, etc.).

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3. How do I install the download manager

On Windows: 

To download the file from Dropbox, click the blue "download" button at the top of the page. Then double-click the downloaded .exe file to begin the installation.
1. When the "Opening" dialog box appears, click "Save File" 
2. When the "Downloads" window appears, double-click on the file. Alternatively, locate the file on your computer and double-click it. 
3. When the "Security Warning" dialog box appears, click "Run". 
IMPORTANT: If the download manager never seems to open, you may have anti-virus program on your computer that is blocking it from installing. This is common when a system is not recognized by the program when downloading it for the first time. You may need to turn off the anti-virus program and then install the download manager. Once it is installed you can turn the anti virus program back on. You will not have to repeat this again.

On Mac

To download the file from Dropbox, click the blue "download" button at the top of the page. Then double-click the downloaded .dmg file to begin the installation.

Please be sure to delete any previous instance of the download manager from your Applications folder before re-installing the software using the manual link below. The next time you order music from HDtracks, do not click the resume download button. Just open the "HDtracks Downloader" application stored on your computer.

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4. I clicked “Launch Download Manager” and all I get is a blank page with the URL hdtracks://run/

If you get this page, that means you need to install the download manager. See the answer to question #3 for instructions.

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5. My username and password seem to be correct, but the download manager will not let me log in.

First make sure that you are logging in under the correct username, which is the email address you used to sign up with HDtracks, and what you use to log into your HDtracks account. Your HDtracks Downloader username should look something like this:

Your password for the downloader will be the same as the password you use to log into

If you are entering your username and password correctly and the download manager still will not let you in, sometimes just closing and re-launching the download manager will solve the problem and allow you to log in. If that does not work, completely uninstall and reinstall the download manager using the instructions fromquestion #3.

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6. One of my songs “failed” in the download manager. How do I get that track?

Just close the download manager and re-launch it. Any failed files will download successfully.

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7. I accidentally selected the wrong file format. Can I change it?

If you selected the wrong format, contact within 48 hours of the original purchase date. We will change the format in your account and make it available for you to download.

In your email please include your HDtracks username (email address), order #, and the format you would like your music changed to.

*If you have not done so already, set your preferred file format in your HDtracks account. Once you have set your preferred format, make sure to log into your HDtracks account before adding items to your cart. Otherwise the item will default to AIFF.

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8. How do I get the audio files from the downloader into my media player?

You will not be able to access your audio files directly from the HDtracks Downloader. Your files will be located in the “My HDtracks Music” folder within your computer’s “music” folder. From there, you can drag and drop the files into your media player of choice.

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9. Why won’t the download manager work on my smartphone?

Unfortunately the HDtracks download manager is not available as a mobile app. You need to install the download manager on your computer (see question #3) and then you can transfer the files to your device.

*Please note that iPads/iPhones/iPods and most other mobile devices were not designed to handle large hi-res file sizes. You would need to change the encoding in iTunes or in an audio conversion program to a lower resolution to sync the files to your device. For iTunes, the function is in the file menu ("create new version" --> "create AAC version") which will create a new version (AAC) for your Apple device(s). You will have two versions (one on iTunes and for your device). Many fellow customers have done this and it works great. Other good file converters are DBpoweramp (PC), Music Converter Pro (Mac), and Max (Mac).

*Most portable devices will not play audio at resolutions higher than 44/24.

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10. I want my music to be downloaded to a different location. How do I change the download directory?

Open the download manager and click “settings.” In the settings window, click “browse” to select a new download destination. Once you have selected a location in the browse window, click “open”/”ok”. Your settings will be saved.

If you open the download manager and receive this pop-up message:

“There is no new order to download. You will only be able to login if there is any open order to download.”

Just click “cancel” or the “x” in the pop-up window to close it.

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11. I lost my music! Can I re-download it?

Unfortunately HDtracks' policy does not allow for multiple downloads of the same order after 90 days. This is why we ask that our customers back up their files. 

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12. How do I download an album in different sample rates?

To download an album in different sample rates (resolutions) you must do so in separate orders and download one at a time. This can be a bit tricky because the download manager does not overwrite existing files with the same name.

For example, let’s say you wanted to purchase “Jazz In The New Harmonic” by David Chesky in both 192/24 and 96/24 to compare the sonic difference between 192 kHz and 96 kHz sample rates.

  1. Place your order of “Jazz In The New Harmonic” in 192/24.
  2. Launch the download manager and let all of the 192/24 files download successfully.
  3. Move all of the downloaded 192/24 files out of the HDtracks download folder (or other set download location) and into another location. For this example let’s say you moved the 192/24 files to your desktop. Make sure the 192/24 files are removed from the download folder.
  4. Now you can place your order of “Jazz In The New Harmonic” in 96/24.
  5. Close the download manager, re-launch it, and let all of the 96/24 files download successfully to the HDtracks download folder.
  6. Now create separate 192_24 and 96_24 folders in the “Jazz In The New Harmonic” album folder within the HDtracks download folder.
  7. Drag the 96/24 files into the 96_24 folder, and drag the 192/24 files from the desktop into the 192_24 folder.

Now you’re done!

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Ordering from the HDtracks Site

Q: What if I forget my password?
A: Please use the password recovery feature on our site. There is a "Forgot Password?" link right below the login boxes at the top left of the page. This will send your password to the email account you registered with us.
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Q: What happens if I get a message saying that there was an error in payment when trying to check out?
A: The name and billing address that you have entered in your My Account page must match the address that is on file with your credit card company. If you get this error message, please go back and make sure that you have entered your billing address correctly. Please also note that at the moment, we cannot accept orders using credit cards with billing addresses outside of the US.
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Q: I lost my Internet connection before the Download Manager launched but I still got a receipt. Now what?
A: Your order has been processed and is now in the system. Go to your account page and then click on the red Resume Download link in your order history to automatically launch the Download Manager and resume your download. A message will also appear at the top of the page that says "You have an order that is not completely downloaded. Click here to go to your account page to download your tracks." the next time you logon if you still have not completed download of your order .
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Q: What if I accidentally ordered the wrong format?
A: You can change the format of your files with publicly available software. Some options are dBpoweramp for Windows and Max for Mac OS.
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Q: Can I download music files to another computer besides my own? And how do I do this?
A: Yes, you can download music files to another computer. Just make sure to close the download manager before it downloads your order, then log in to your account using the computer you want to download to and click on the "Resume Download" link to launch the download manager and start the download.
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Q: How do I update my account?
A: If any of your personal information has changed, you can go to your account page, correct the relevant information and click on the red "Update" button at the bottom of the page.
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Your Music

Q: Why won't my music play in iTunes/Windows Media Player?
A: Please refer to this chart to match your media player with the recommended formats. If you need to change formats, please see the software links above.
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Q: How do I add to my list of safe sites?
A: Hotmail users will have to add "" to their safe list of domains in order to ensure you receive email from us. In order to do this, first login to your Hotmail account. On the top right, click on the link that says "Options". On the next page, under "Junk e-mail", click on "Safe and blocked Senders". Then, on the next page, click on "Safe senders". In the box under "Sender or domain to mark as safe:" enter: Click on "Add to list >>" and you're done!
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