• My printer ran out of paper / ink / had a paper jam
  
  If you run out of paper, load your printer with more paper and press the "paper feed" or "resume" button on your printer.
  
  If your printer runs out of ink or has had a paper jam, we can reset the system for you if you contact us.
  
  If you need music urgently, outside of our office hours, please order again, then contact us, and we will ensure you are only charged for one of your orders.

• Only one page printed
  
  Please update your version of Scorch by downloading and running the manual installation file:
  Download The free Scorch
  
  Ensure that you are printing from the Your Account section of the website.
  
  Empty your internet cache. Instructions for how to do this are in the Troubleshooting section.
  
  Scan your computer for "spyware" (software which tracks your movements on the internet without your consent). The Scorch plug-in can be affected by background spyware applications that interrupt its print commands.

• Nothing happened when I clicked the printer icon
  
  Please note that Internet Explorer users need to click on the score once to 'activate' the score:
  
  Please check that you have clicked the correct print button:
  
  All other ways of printing from your browser will result in the web page printing, but not the music.

  If no printer dialogue window appeared and the printer button greys out, press F5 on your keyboard (or the Refresh button in your browser) to refresh the page, then press the print button again.

• The dialogue window appeared, but nothing was sent to the printer
  
  Is your printer switched on?
  
  Is there paper in the printer?
  
  Is the printer connected to your computer?
  
  Did you send the print job to the correct computer?
  
  Are you using any network or firewall software that might be interrupting the print command?
  
  If all of the above are correct, you may want to visit the support section of your printer manufacturer's website to download updated driver software. If you are printing to a network printer, try printing from a computer directly connected to the printer if possible.

• The score printed but some staff lines were missing
  
  When you see the print dialogue box appear, change the default setting for "Substitute Lines".

  
  
  

• The score printed but the notes on page were malformed
  
  Delete all Opus and Inkpen fonts from your fonts folder:
  - Windows: C:\Windows\Fonts
  - Mac: Mac HD > Library > Fonts
  
  Uninstall Scorch
  If you are using the latest version of Scorch (v.5) with any browser:
  Go to Control Panel -> Add Remove Programs and remove Sibelius Scorch. If you are using Scorch 4 or older with Internet Explorer:
  a) Go to \WINDOWS\Downloaded Program files\ and remove ScorchPlugin Class.
  b) Go to \Program Files\Internet Explorer\plugins\ and delete npsibelius.dll.
  
  If you are using Scorch 4 or older with Mozilla Firefox:
  a) Go to \WINDOWS\Downloaded Program files\ and remove ScorchPlugin Class.
  b) Go to \Program Files\Mozilla Firefox\plugins\ and delete npsibelius.dll.
  
  Reinstall Scorch using the manual installation file, then restart your browser.
  
  If you are using a Samsung printer, set the printer up to print in raster graphics mode and turn off the use of the printer's default fonts.
  
  Try printing again but click Properties in the print dialogue window, then try changing options which may affect font printing, such as Print fonts as graphics or Print TrueType as graphics (usually on the "Font" tab of the Properties dialogue window).
  
  Try changing the setting for "Symbols" under "Substitute" in the print dialogue box.
  
  If you still have problems, or need prints to be reset.

• The web page printed but the music was blank
  
  Please check that you have clicked the correct print button:
  
  All other ways of printing from your browser will result in the web page printing, but not the music.

• "IllegalOperatorSequence" / "PCL XL" errors
  
  Ensure the "Fit To Paper" option is checked. This is found under Format in the lower left-hand corner of the print dialogue window.
  
  In the lower right-hand corner of the print dialogue window (under "Substitute"), check both boxes for "Lines" and "Arpeggios, gliss, etc."
  
  Click the "Properties" button in the print dialogue window and change the "Send True Type as Bitmap" setting from "Disabled" to "Enabled".
  
  More information on these errors can be found below:
  HP LaserJet 1200, 1300, 2200, 2300, 3200, and 3300 Series Products - PCL XL Errors Occur When Printing Using the PCL6 Printer Driver
  HP LaserJet Series Printers - Troubleshooting an XL Error When Printing from the PCL XL or PCL6 Driver in Microsoft Windows 95 or NT 4.0

• "You must enter a scale value of 1 or greater" error
  
  This problem is associated with the BT Yahoo! Browser. To fix this, please access our site using the standard version of Internet Explorer. This can usually be found by clicking: Start > All Programs > Internet Explorer
  
  
  

  
  
• Internet Explorer unexpectedly shuts down when trying to view or print a score
  
  If your computer is running Norton software, please follow our guidelines for Norton users, or temporarily disable Norton whilst trying to print.
  
  If your computer is running McAfee or other firewall/anti-virus software, please try adding www.sheetmusicdirect.com to your "trusted sites" list.
  
  If the text FunWebProducts, HBTools, Hotbar or IEBar appears in the red text below, your browser has adware installed on it that could be affecting the Scorch print command:
  
  Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0)
  
  If you are affected by any of these programs we suggest you scan your computer with a spyware / adware removal program at your earliest convenience. There are many free programs that do this for you, including Spybot and Ad-Aware.

• I tried to print to file
  
  Printing to file is disabled for copyright reasons.
  
  
  
  

• My purchased music printed with a "Do Not Photocopy" or similar watermark
  
  Please ensure that you are accessing your music from Your Account > Your Orders.
  
  If you are accessing the correct area of the site, this is due to a faulty file.
  
  
  
  

• The site froze when I clicked the printer icon
  
  If you are using the BT Yahoo! Browser, please use the standard version of Internet Explorer. This can be accessed from Start > All Programs > Internet Explorer.
  
  If the text FunWebProducts, HBTools, Hotbar or IEBar appears in the text below, your browser has adware installed on it that could be affecting the Scorch print command:
  
  Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0)
  
  If you are affected by any of these programs we suggest you scan your computer with a spyware / adware removal program at your earliest convenience. There are many free programs that do this for you, including Spybot and Ad-Aware.

• I've lost my print - do I have to re-purchase?
  
  If your music has not printed correctly, please contact us and we will reset the prints in your order so you can try again.

• The notes do not appear correctly on the screen
  
  Delete all Opus and Inkpen fonts from your fonts folder:
  - Windows: C:\Windows\Fonts
  - Mac: Mac HD > Library > Fonts

• I can only see the first page
  
  Please ensure you are accessing the right area of the site - go to Your Account > Your Orders to see the music you have bought.
  
  If you are in the correct area of the site, please update your version of Scorch by downloading and running the manual installation file for the latest release:
  Download The Free Scorch

• Some guitar chord symbols are red
  
  This is a slight bug with Scorch - it does not affect the functionality of a score.

Scorch Installation

• I have installed Scorch but still cannot see the music onscreen
  
  Please follow the Scorch installation instructions carefully.
  Try restarting your computer.
  
  You may need to alter your computer's settings to allow "ActiveX" controls (Internet Explorer only).
  
  If you are on a network or are using firewall software with strict settings, the Scorch plug-in may be blocked. Try contacting your network administrator, or access our site from a home PC.

Playback

• I don't hear anything when I click the Play button
  
  Check the following:
  - Are your speakers connected to your computer?
  - Are your speakers plugged in and turned on?
  - Is the volume at a reasonable level?
  - If you are using Windows, double-click the speaker icon in the bottom-right of your screen, and ensure that the SW Synth slider is up and not muted.

Other

• Can I print to a file or PDF?
  
  No, for copyright reasons, printing to file is disabled from the Scorch plug-in - you can only print directly from an internet-connected computer to a printer.