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FREQUENTLY ASKED QUESTIONS
The following is a list of Frequently Asked Questions. Click on
the question, or scroll down this page, to see the answer. Related information
can also be found in the Notice to Class Members.
SETTLEMENT BENEFITS
1. Do I need to submit a separate claim
form for each CD?
2. What do I need to submit an online claim form?
3. Do I need to return my CD back to receive my
benefit?
4. What qualifies as valid proof of purchase for
MediaMax consumers?
5. Do I need to uninstall or update the XCP or
MediaMax software to receive my benefits?
6. How long will it take me to receive my
benefits?
7. When do I have to choose the album that I wish
to download?
8. When is the last day I can claim benefits?
9. It’s been 6-8 weeks and I still have not
received my benefits? What can I do?
XCP FREQUENTLY ASKED QUESTIONS
10. How do I know if my SONY BMG disc
contains XCP content protection?
11. Specifically which discs contain the XCP
content protection software?
12. How can I tell if I have XCP content
protection software on my computer?
13. If my computer contains the XCP content
protection software, what should I do ?
14. How can I uninstall the XCP content
protection software from my computer?
15. Is my computer at risk if I have previously
uninstalled the XCP content protection software?
16. How can I remove the cloaking component from
XCP software on my computer using one of the Microsoft tools?
17. What is SONY BMG doing about its future
content protection initiatives?
18. Who can I contact for more information?
19. I have technical questions or concerns that
are not answered in this FAQ. Can you help me?
MEDIAMAX FREQUENTLY ASKED QUESTIONS
20. How do I know if my SONY BMG disc
contains MediaMax content protection?
21. How can I tell if I have MediaMax content
protection software on my computer?
22. If my computer contains the MediaMax content
protection software, what should I do ?
23. How can I uninstall the MediaMax content
protection software from my computer?
24. Is my computer at risk if I have previously
uninstalled the MediaMax content protection software?
25. What is SONY BMG doing about its future
content protection initiatives?
26. Who can I contact for more information?
27. I have technical questions or concerns that
are not answered in this FAQ. Can you help me?
SETTLEMENT BENEFITS
1. Do I need to submit a separate claim form for each CD?
(top)
Yes, you must submit a separate claim form for each CD for which you are
claiming benefits.
2. What do I need to submit an online claim form?
(top)
A printer is needed to print out the Confirmation Page and the pre-paid postage
label (for XCP titles) at the end of the claim process.
You must also ensure that your spam or junk mail filter will allow email from
cdtechsettlement@sonybmg.ca. Once we receive and verify your proof of
purchase, you will receive an email with instructions for obtaining your free
downloads.
3. Do I need to return my CD back to receive my benefit?
(top)
For XCP protected disks, the answer is yes. In order to obtain your benefits,
you either have to send in the original disc at no cost or provide proof that
you already have returned the CD to the place of purchase. A list of XCP
protected disks is available here.
For MediaMax 5.0 or MediaMax 3.0 protected disks, the answer is no. If you
don’t have proof of purchase of the CD, you can send in the CD itself as proof
(in which case it will not be returned to you). A list of MediaMax 5.0
protected disks and a list of MediaMax 3.0 protected disks is available
here.
4. What qualifies as valid proof of purchase for MediaMax
consumers? (top)
Valid proof of purchase is one of the following:
-
The MediaMax CD itself
-
A copy of the receipt from your CD purchase
-
The original UPC symbol cut out of the album artwork (must be original; a copy
is not valid)
-
A copy of a credit card or bank statement reflecting your purchase (do not send
originals)
-
A copy of a cancelled cheque reflecting your purchase (do not send originals)
NOTE: YOUR PROOF OF PURCHASE WILL NOT
BE RETURNED TO YOU.
5. Do I need to uninstall or update the XCP or MediaMax software
to receive my benefits? (top)
If you have installed either the XCP software or the MediaMax 5.0 software on
your computer, you MUST either update the software or uninstall that software
using the secure tools available from this website in order to be eligible for
benefits. You can click here for those updates and
uninstallers.
6. How long will it take me to receive my benefits?(top)
Once you submit your claim, you should receive:
-
Within approximately one week, by email, a link to the MP3 download site where
you can download clean MP3s of the tracks contained on your XCP or MediaMax CD;
-
Within approximately 6-8 weeks, by regular mail, a clean CD replacing the CD
you have returned to us (if you have returned an XCP CD) and a payment of $8.40
(if you have exchanged an XCP CD and have elected to receive the cash benefit);
-
Within approximately 6-8 weeks, by email, codes that can be used to obtain your
free album download(s) (if you have elected to receive one or more free album
downloads).
7. When do I have to choose the album that I wish to download?(top)
You have to select your album when you fill out the claim form.
8. When is the last day I can claim benefits?(top)
December 31, 2007 is the last day you can submit a claim form. If you are
submitting a hard copy claim form, the claim form must be postmarked no later
than December 31, 2007.
9. It’s been 6-8 weeks and I still have not received my benefits?
What can I do?(top)
You may write to the Settlement Administrator at:
CD Tech Settlement
SONY BMG MUSIC (CANADA) INC.
150 Ferrand Drive
Suite 300
Toronto, Ontario
M3C 3E5
Canada
Or you can email the Settlement Administrator at
cdtechsettlement@sonybmg.ca
XCP FREQUENTLY ASKED QUESTIONS
10. How do I know if my SONY BMG disc contains XCP content
protection? (top)
Click here for list of titles.
Alternatively, look at the back of the CD packaging. If you see a black and
white table with "Compatible With" on the side, your disc contains some form of
content protection. If the URL at the bottom of table ends with the letters
"XCP" — specifically http://cp.sonybmg.com/xcp -- that disc contains the XCP
software which is the subject of this FAQ.
Note, there are two exceptions. Two titles—Ricky Martin, “Life”; Neil Diamond, “12 Songs”;—were released with a content protection grid on the back of
the CD packaging but XCP content protection software was not actually included
on the albums.
11. Specifically which discs contain the XCP content protection
software? (top)
Click here for list of titles.
12. How can I tell if I have XCP content protection software on
my computer? (top)
Consumers who wish to check for the presence of XCP content protection software
on their computers may download a detection tool here as an
EXECUTABLE
FILE (246K)
or
ZIP FILE
(124K)
Note, XCP content protection software is only for PC users (not Apple
computers).
13. If my computer contains the XCP content protection software,
what should I do? (top)
SONY BMG has provided major software and anti-virus companies with a security
update. If you obtain regular security updates from a major anti-virus service,
you should receive an update covering the XCP software through that process.
You may download the software at:
http://cp.sonybmg.com/xcp/canada/updates.html. This same software
provides the option of uninstalling the XCP content protection components from
your computer.
14. How can I uninstall the XCP content protection software from
my computer? (top)
The software that uninstalls the program can be downloaded
here.
15. Is my computer at risk if I have previously uninstalled the
XCP content protection software?(top)
Because a prior tool provided in November 2005 to uninstall the XCP content
protection software from computers may have given rise to separate security
risks, we strongly recommend that you either download the update/uninstaller
software from here or follow the instructions below.
-
Using Windows Explorer, go to WINDOWS\Downloaded Program Files\
-
Locate "CodeSupport Control"
-
Right click on the file and select Remove from the pop-up window
-
The file is now removed from you computer system
-
If the file "CodeSupport Control" is not found in the above directory, then
your computer is not affected.
16. How can I remove the cloaking component from XCP software on
my computer using one of the Microsoft tools?(top)
According to Microsoft, Microsoft Windows AntiSpyware (Beta), Windows Safety
Live, and the Malicious Software Removal Tool (MSRT) all now have the
capability to safely detect and remove the rootkit portion of the XCP software.
Windows Antispyware (Beta) helps protect customers from spyware and other
potentially unwanted software and currently has over 18 million active users.
Customers who do not have Windows AntiSpyware (Beta) can download a copy at:
http://www.microsoft.com/antispyware.
17. What is SONY BMG doing about its future content protection
initiatives? (top)
We are reviewing all aspects of our content protection initiatives to be sure
that they are secure and user-friendly for consumers. The consumer experience
is our primary concern, and our goal is to help bring our artists' music to as
broad an audience as possible. As we develop new initiatives, we will continue
identifying new ways to meet consumers' demands for flexibility in how they
listen to music, while protecting intellectual property rights.
18. Who can I contact for more information?
(top)
If you need technical support, please click here.
If you have questions related to the settlement,
click here to send an email and submit your questions.
19. I have technical questions or concerns that are not answered
in this FAQ. Can you help me?(top)
Yes. To contact Customer Support click here.
MEDIAMAX FREQUENTLY ASKED QUESTIONS
20. How do I know if my SONY BMG disc contains MediaMax content
protection? (top)
Click here for a list of
MediaMax titles.
**Note, because not all versions of the titles listed above contain MediaMax
content protection, it is important to check that the MediaMax labeling appears
on your disc. If your CD is on the list but does NOT contain the labeling below
then your CD does not contain MediaMax content protection software.
 |
Media Max 5.0 Grid
(Back of CD) |
 |
Media Max 3.0 Labeling
(Front of CD)
Note: this sticker will appear either directly on the CD
case or may have been affixed to the disposable wrapping.
|
| MediaMax 3.0 Labeling (Back of CD) |
 |
21. How can I tell if I have MediaMax content protection
software on my computer? (top)
Windows PCs onto which MediaMax content protection software has been installed
will have a file called sbcphid.sys. You can search for this file in Windows by
going to Start -> Search or My Computer -> C:\ and entering “sbcphid.sys” as
the filename you are looking for.
The music on CDs with MediaMax content protection can be played on Macintosh
computers without downloading the MediaMax content protection software. If you
played one of the CDs on a Macintosh, it therefore is unlikely that you
downloaded the software. To be sure, do two things: (a) check the
/Library/Startupitems folder for a directory called “sfpatd,” and (b) check the
/Library/ApplicationSupport folder for a directory called “M4.” If either
directory appears, the software is on your Mac.
22. If my computer contains the MediaMax content protection
software, what should I do? (top)
If you have MediaMax software on your Windows PC you should run a software
update that SunnComm has made available to address a potential security issue.
Click here to download this update. Although this issue relates
specifically to discs containing Version 5 of the software we encourage all
consumers, regardless of version number, to run this update in order to ensure
that they are using the latest version of the software as well as to prevent
Version 5 software from accidentally being reinstalled at a later time. This
potential security vulnerability does not affect conventional CD or DVD
players.
As Sunncomm has made a newer version of the update utility available on January
25, 2006 we recommend you run the latest version of the update even if you have
previously updated your software.
Please note that, if you wish to continue using the content protection software
on your computer, you should not only download this software update, but you
should check back regularly for the latest updates.
Because there are no known security issues related to the
use of MediaMax content protection software on Macintosh computers, no software
update is necessary for Macs. Mac users probably never downloaded the MediaMax
software anyway, because Mac users do not need to download the software in
order to play the music. If you are a Mac user who did download the software,
and want to uninstall it, SONY BMG is in the process of developing a utility
that will do so. That utility will be available on this website soon, so please
check back.
23. How can I uninstall the MediaMax content protection software
from my computer? (top)
Click here to
download the uninstall procedure for your Windows PC.
See answer to FAQ #22, above, for information about Macs.
Uninstalling the Sunncomm MediaMax software and associated content protection
files loaded from a MediaMax-protected CD from a computer will NOT delete or
affect the use of any audio files that have previously been transferred from a
MediaMax content protected CD to your computer. Such files remain subject to
the digital rights management rules in the End User License Agreement.
Note that once the MediaMax content protection software has been uninstalled,
if you wish to play a CD with MediaMax content protection software on a Windows
PC, you would need to reinstall that software in accordance with that CD's End
User License Agreement after the disc has been inserted into the computer. This
process will necessitate downloading the software update again.
24. Is my computer at risk if I have previously uninstalled the
MediaMax content protection software? (top)
We have been alerted that the tools provided to uninstall the SunnComm MediaMax
content protection software provided prior to October 5, 2005, can result in a
potential security risk. If you uninstalled your SunnComm MediaMax software
prior to that date, we recommend that you run the new uninstaller software
available here or follow the instructions below.
-
Using Windows Explorer, go to WINDOWS\Downloaded Program Files\
-
Locate "AxWebRemoveCtrl Control"
-
Right click on the file and select Remove from the pop-up window
-
The file is now removed from you computer system
-
If the file "AxWebRemoveCtrl Control" is not found in the above directory, then
your computer is not affected.
25. What is SONY BMG doing about its future content protection
initiatives? (top)
SONY BMG is reviewing all aspects of our content protection initiatives to be
sure that they are secure and user-friendly for consumers. The consumer
experience is our primary concern, and our goal is to help bring our artists'
music to as broad an audience as possible. As we develop new initiatives, we
will continue identifying new ways to meet consumers' demands for flexibility
in how they listen to music, while protecting intellectual property rights.
26. Who can I contact for more information?
(top)
If you need technical support, please
click here.
If you have questions related to the settlement,
click here to send an email and submit your questions.
27. I have technical questions or concerns that are not answered
in this FAQ. Can you help me? (top)
Yes. To contact Customer Support
click here.
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©
2006 SONY BMG MUSIC (CANADA) INC.