Frequently Asked Questions (FAQ) In this section you will find common questions and answers.  When a user sends us a support question either by email or in the Forum, we will add the most frequent questions and answers here.

What version of iTunes do you currently support?

As of December 2011, we support iTunes up to version 10.1.2. Apple have modified the way iTunes10.5 communicates with iPhone and iTouch devices which has broken the link via the iTunesMobileDevice code to our software. For some users, running our software with iTunes 10.5 works ok or works when the system is first started but then fails to connect some minutes later. After many weeks of testing and not being able to keep the connection working to iTouch/iPhone devices under iTunes 10.5, we need to inform you that we can only currently support up to iTunes 10.1.2. When we are able to figure out a work-around, we will inform users and release an update but at this time, we have no way of giving an expected date due to the time it takes to reverse engineer Apples code. If you have already upgraded your iTouch/iphone to IOS 5 and then install iTunes 10.1.2, iTunes will complain that you need a newer version of iTunes to allow iTunes to see them. You can run our software with iTunes 10.12 installed and it will pickup and see iOS 5 devices even if iTunes is not able too. This only affects iTouch and iPhone devices. Normal iPods running in Disk-Mode on Windows are not affected.

Are your programs stand-alone?

From version 2.0 of our programs (version 3.0 for iDumpPro), they now come as compact exe files and no longer need an installer. This is to allow people to carry them on a memory stick or on an iPod so that they do not require an install program for their PC.

Do I need iTunes installed?

Our programs which provide options to export to iTunes will need to have iTunes installed. We recommend iTunes 10.1.2 as this will allow access to iTouch and iPhone.

My Virus program detected you program as a virus, why?

From version 2.0 of our programs (version 3.0 for iDumpPro), our programs come compressed and contain all the additional files needed to run. Because the main program will unpack other files and programs to memory, a virus program may think it is a virus. This is not the case and we test our products with Kaspersky as we feel it offers the best all round protection. After the program loads, you have an option to click on the Help tab and button to Send information. This will let us know what anti virus package you have installed and we can then submit our programs to that anti-virus company for analysis.

What do I need to run your programs and what is .NET?

From Version 2.0.0.0 of our products (version 3 for iDumpPro), the .net libraries are compressed within our applications. All versions prior to 2.0 will require the installation of .NET Framwork to run. If you installed via the "Installer” version then a check is made during the install procedure to make sure the correct version of .NET is installed. Our applications will either require .NET 2.0 or 3.5 depending on the type of libraries required. Click on a link below to install the .NET libraries manually.

32 Bit .NET Framwork 2.0 SP1 - for 32 bit versions of Windows

64 Bit .NET Framwork 2.0 SP1 - for 64 bit versions of Windows

.NET Framework 3.5 SP1 - for applications which require the .NET versions 3 and above

If you already have a version of .NET newer than 2.0 and you install one of the products which requires .NET 2.0, it may fail to perform the .NET runtime install. Just reply YES when asked if you want to continue with the installation. The program will pickup the new version of .NET.

When you install the programs below under Windows Vista, right click and select "Run As Administrator"

Crashing on some 64bit Windows.

On some 64 bit systems, the software will crash. There can be a large number of reasons for this but the main one being the system not able to load our 32 bit application to memory. Although 64 bit windows can address a large amount of memory, it can only load 32 bit applications to the first 2GB of memory and uses 2GB for kernel space. If kernel space is not available then the program will crash. More information can be found here.

Crashing sending tracks to iTunes.

In 2010 Apple changed the way the iTunes database worked. Our software would connect directly to the iTunes database and update it without starting iTunes because iTunes is clunky. After Apple made the change, we were forced to start iTunes and communicate with it directly. There are a number of problems doing this. The main issue is that it often sends a message to the user like "iTunes is not default player" and would stop communicating with any product trying to send it data. It is supposed to let applications know it has stopped but this 90% of the time does not work so we rely on sending a message to the user to ask them to reply to any messages. It is in this area that crashes/hang can happen.

Testing before release.

Before we release new versions, we install and test our software on machines with Windows XP/Vista and Windows 7. Both 32 and 64 bit versions are tested. We do not test against anti-virus or security software because there are too many combinations.

We have a small number of users who have issues and 80% of the time, the issues are caused by a security package blocking activity and making the application unstable. Issues also arise when using a faulty USB cable or connecting the iPod/iPad to a USB hub. Also, we have found that users with bad disk sectors on PC or iPod can have problems.

I have .NET 3.0 installed but the program will not run.

We have had one report of this problem and the user updated to .NET 3.5 and everything then worked OK.

I lost my registration information. What do I do?

Most registration information is available in your order confirmation email. If you are not able to locate this email, please submit a request to us, with the Order ID and/or email address that was used in placing the order. We will work with you to locate the order in our database, and resend any applicable registration information. Due to the large user base of our products, replies can take a number of weeks.

How do I re-download software that I have already purchased?

To re-download software you have already purchased, locate your download link in your order confirmation email. If you have used the extended download service then another copy will be available to you. If you lose your software in the first 30 days from purchase and need another copy then we will provide a download link. It is important that you backup and keep a copy of your purchase order details as you will need these when you contact us.

I have purchased the Extended Download Service, but my download URL is still expired.

When you need to download again, please contact RegNow and they will reset the expiration date for the URL.

I used a credit card to place my order, and want to go back to the download link. Where do I go?

Downloadable products are delivered in one of two ways:

1. If you were provided with a download link after placing an order, you will be able to find the download by visiting the Order Status Page. On this page you will need to click on the product name. On the next page under delivery information, there will be a link to the download.
2. If you downloaded the trial version of the software before registering the software, you will need to download the trial version again. Please visit the software company's web page to do this.

How can I cancel an order?

Due to the automated way that orders are processed and fulfilled, once an order is processed, it cannot be cancelled. If you would like to request a refund, see below.

What is your Refund Policy?

We offer a 14 day refund window if the software does not work on your system. We will work to resolve any issues you have with the software prior to a refund.

I received a refund for a product purchased through RegNow, but I don't see the credit. Why?

Once the refund has been processed, it will take about seven to ten business days for the credit to appear on your account. If the credit does not appear, please contact your credit card company, and ask where they have posted the credit information. In many cases, banks will post information later than expected.

iDumpVideo2iPod - Ripping protected DVDs.

iDumpVideo2iPod has a feature to read a DVD and convert it to a file which can be imported to iPod Video/Nano/iTouch and iPhone. The application will not decrypt any DVDs which have been encrypted like the ones you buy from a store. If you wish to use this application to read the DVD you purchased from a store then you need to install and run a 3rd paty product called DVD43. When DVD43 is running on your system, it will decrypt the protected film while this application reads the DVD drive. You can download DVD43 from here.

iDumpVideo2iPod - Converted DVD plays with corrupt video

iDumpVideo2iPod will backup/convert a protected DVD if you have DVD43 installed and running. If you find after the conversion completes, that the converted file does not play as expected (corrupted display) then this is usually down to DVD43 not running correctly or not installed. Try to re-install DVD43 and try again.

Audio books do not appear after I restore my iPod back to iTunes

You need to start iTunes, click Edit, Preferences. There will be a list of playlists to display. Put tick next to Audiobooks and click ok.

Music copied to iTunes does not always appear in special playlists.

iTunes has special playlists called Podcasts, TV Shows, Movies. Due to issues with iTunes, it will not always put tracks in those special playlists. It seems Apple is very slow to fix any bugs reported for iTunes on Windows. Because of this, the programs will create user defined playlists called "My Music Videos", "My Movies", "My Podcasts". An example of an issue we found was when you copy a music video which was purchased from iTunes. iTunes knows it is purchased and will not allow its attribute to be changed by any program. I am sure this is a bug and one I have reported to Apple.

Application cannot find my iPhone/iTouch even though it is plugged in.

First make sure you have a version of iTunes installed which supported the level of firmware you have on the device. When you start iTunes, the iPhone/iTouch will display as a mounted device.

If a new firmware has been released for the device, check out our forums and make sure there are no issues related to that firmware level.

If the above are ok then have you used the device? You need to use iTunes once to copy a track to the device so that the database it created which then allows our programs to read it.

*NEW - OCT 30 2009* It has been reported to Apple and Microsoft that people running a PC with Intel P55 chipset are not able to Sync their iPhone or have it detected by iTunes/other software. Apple and Microsoft are looking at this problem.

Application cannot find my iPod even though it is plugged in.

1. Our programs use a number of methods to try and detect the attached iPods. The first is to searches for a removable drive containing an “iPod_Control\iTunesDB” file to detect your iPod. If your iPod has just been restored or new, it may not have the required files for the program to know the drive is an iPod. Please run iTunes, which will correctly initialize your iPod with all the required files. Also set iTunes not to open when the iPod is attached and turn off Auto sync. We need to avoid both products from reading/writing to the iPod database at the same time.

2. You may also need to put the iPod in disk mode. Please read the following on how to do this: http://support.apple.com/kb/HT1363 3. There is a problem with our program talking to the iTunesMobileDevice.dll. 4. You need to run the program as Administrator especially on Windows Vista. Right click icon and select "Run as Administrator".

I plugged in my iPod and your program and iTunes does not see it, what can I do?

If you iPod is not detected and you started iTunes and have the same problem, it could be due to a few reasons.

1. There could be a problem with your USB device drivers. Try using another USB device like an external drive or thumb drive to see if it appears in "My Computer".

2. The iPod has hung and needs a reboot. Follow instructions here on how to reset: http://support.apple.com/kb/HT1320

3. The iPod needs to be in disk mode. Follow instructions here on how to: http://support.apple.com/kb/HT1363 4. There is a problem with our program talking to the iTunesMobileDevice.dll. 5. You need to run the program as Administrator especially on Windows Vista. Right click icon and select "Run as Administrator". To see if our iPod detector code will work with your PC, you can download and run the following test program. Make sure your iPod is connected before to start this program. Get it here: http://www.idumptools.co.uk/downloads/test_iPods.zip

How do I get music off my Mac formatted iPod?

Install MacDrive. There is a free 30 day trial which will allow your Windows computer load a Mac iPod like a Windows iPod.

I get a message saying "iTunes has locked the iPod database. Please wait for iTunes to finish synchronizing."

Our iPod applications look for a file called 'iTunesLock' on your iPod. iTunes creates this file when it is updating your iPod. If you get this message and dont have iTunes running, it has left behind a file it shouldn't have. To fix this, open your iPod in My Computer, and go to the hidden folder 'iPod_Control\iTunes'. Delete the file called 'iTunesLock'.

How do I turn off iTunes auto sync?

While connecting the iPod to the computer, hold down the Shift + Ctrl keys. This will stop the iPod from auto sync'ing with iTunes. Wait until you are sure the iPod has mounted and iTunes appears. Right click on the iPod icon in iTunes' source column and select iPod Options, then check the box that says "Manually manage songs and playlists". You can now manage your library manually without losing any songs on the iPod. This video explains how to do this: http://www.videojug.com/film/how-to-turn-off-auto-sync-in-itunes-if-you-have-a-pc

The application can't find my iPhone/iTouch

If the iPod has been plugged in for some time, it will go to sleep and disconnect from your PC. To make it reconnect, hit the 'Home' button or unplug and plug it back it. It will make a beeping sound.

Make sure you have iTunes installed and iTunes recognizes your iPhone. New hardware and iTunes releases sometimes require an update to some of our software. Check the support site to see if any update is available.

I plugged my iPod in to the PC, iTunes starte,d and now I seem to have lost all my music... what has happened?

If iTunes is set to autosync and you connect an iPod.  If this iPod is not known to iTunes, iTunes will issue a message asking you if you want to "Sync and erase".  Most people without reading the message correctly click on the erase option and everything on the iPod gets erased.  

Two potential ways to fix this are:

1. If the iPod is not an iTouch or iPhone, you can use an undelete program to recover the files; try Recuva from Piriform.

2. If the iPod is not an iTouch or iPhone, Go windows control panel, click on "folder options" icon, click view tab, click (tick) "Show hidden files and folders" and click ok. 

Open "My computer", double click on your iPod drive, double click on folder "iPod_Control", select folder "Music" folder, right click and select option to copy. 

Open another disk or folder on your PC and paste.  This will copy any music found on the iPod back to the PC.  When the copy has completed, right click the new folder and select properties. Un tick the option "hidden" and click ok.  Message "Apply changes to this folder ,sub folder and files" - click ok. 

Now start itunes, click "File", "Add folder...", select the copy of the music folder you just made.  iTunes will read and load the music it finds.  This process will not recover playlists, only the files it finds which were not destroyed.  If the music is not recovered then try option 1.

iDumpPod2iTunes produces an error when I click the start button?

When iDumpPod2iTunes starts the copy process, it will startup iTunes. An error can appear if iTunes issues a "iTunes is not your default music player..." message. This is because iTunes has not fully loaded. You have the option on the iTunes message box to stop the message appearing in future. Tick this option box and restart iDumpPod2iTunes.

Do your programs support my iPhone / iTouch?

Our programs created in 2009 onwards are designed to read all iPods which it is aware of. If a new iPod is released and it is registered as “Unknown” then it will try and run but will disable some features. We will try and get updates out to users as soon as we know if an updated iPod.

Support for iPhone firmware?

We currently support iTouch and iPhone devices with firmware 3.x for read/write. With iPhone firmware 4.1, Apple changed the way data is indexed in the database on the device. We can only provide read only support at this time to enable the user to copy tracks to the PC. The copy of new tracks to the 4.1 firmware device is not possible at this time.

iTunes support?

To enable compatibility going forward with iTunes, we have dropped the "Direct iTunes Database file update code" and switched to Apples developer kit (SDK) which allows programmers to talk to iTunes. There are some issues using Apples SDK which will explain why some items copied back will not appear in the correct playlist. These issues have been reported to Apple and hope they will address them in the next iTunes release.

Prompting to erase and sync iPod - This is one of the more serious issues we face. When you reinstall Windows/iTunes, it does not know about your iPod. When you connect it, it was give you 2 options. CANCEL and ERASE AND SYNC. Some people will click on erase and sync and then wonder why their iPod has been erased and 0 tracks appear. It is possible to hack a file on the iPod so this does not happen but changing this could cause problems when iTunes wants to update files on the iPod and change the file format/structure in some way.

Music Videos do not appear under Movies - This will happen if the video was purchased through iTunes. The bug/feature in iTunes stopped the video type from being set and will place the video under the Music playlist. It sucks and the problem has been reported by myself and others. In general, I have set the application to create playlists for these files in iTunes so an imported music video will appear in a new playlist called "My Music Videos". Its the only solution I can find at this time.

How do I select multiple tracks in the track list?

Hold down the Shift and Ctrl keys and as you click just like you do in Explorer.

How do I get my songs from my iPod in to iTunes?

Use our program called iDumpPod2iTunes or one of the others which have features for exporting from the iPod. They will have options to import to iTunes.

The program crashed when it started? If you do not have .NET 2.0 or newer installed on your machine, the installer should detect this and try and download and install the Framework. There is a problem where the installer will not download the Framework and this can happen if you had uninstalled the Framework before. If this happens, you will need to download and install the correct Framework before you run the program. Go to the Products page for instructions on how to download the correct Framework.

Will EscSoft products decrypt Apple DRM protected music?

Software from EscSoft will not decrypt Apple DRM protected music. You need to use a 3rd party product like MyFairTunes.