Our FAQ

Since 2007 Kathie Hill Music has been providing digital download products. Much has changed since we began providing digital files for download and we have continued to expand the number of digital downloads we offer.

Downloading digital files from our webstore is a fairly simple process, but here’s some tips for those of you who may be downloading your first digital product, or who may be experiencing difficulties downloading or accessing a downloaded file.

Download Speed
We monitor the experience our users have downloading files from the webstore. Usually we know if there’s an issue with our server pretty quickly because it affects every customer and we typically jump on the issues to get them resolved.

Please note that these digital files can be large so what may feel like a download problem or issue may simply be that you are downloading a larger file than you are used to downloading.

We’ve found that isolated download issues often relate to your own internet speed, an antivirus program, or programs, scanning files, or users trying to open the file while it’s still downloading.

• Choral books, Singer’s Books, Director’s books, etc are usually a reasonable size.
• Digital musical CDs and digital accompaniment CD trax are larger files and, depending on your internet connection, may take some time to download.
• Video files are very large and will take a considerable amount of time regardless of your connection speed.

To troubleshoot, begin by checking your internet speed and verifying the size of your file.

In the example above, the File Size for the Singer's Book for A Band of Shepherds is 3.5 MB. Here’s how long it should take to download such a file at 80MB/s: Here's a link to a handy download calculator if you want to calculate your download times for yourself.

Additionally, many residential internet accounts utilize what’s known as burst technology to speed up small downloads, but the larger downloads will be subject to a slower download speed. Check with your internet service provider or IT department to verify your download speed profile.

You can check your download speed online at https://www.fast.com or https://www.speedtest.net and here’s a link to a download calculator ( https://www.download-time.com/ ) where you can check your speed and calculate an estimated download time for the size of your purchased file.

Other factors can cause download delays like one or more antivirus programs running (because they scan the files as they are downloaded and depending on the size of your purchased file and the available memory in your computer a delay can result if the antivirus program scanning profile tries to scan the entire file before downloading or saving it to your computer. Check with your antivirus or security program provider to verify if this may be an issue with your purchased file.

1. a link to the product descriptions appears to the left under INFORMATION on each page of the website
2. On the Product Description page, products are listed by title under different categories. Look for the category (ie, Kathie Hill Classics) or look for the title of the musical within the categories (ie, "Christmas in Reverse is under Kathie Hill/Word Musicals)
3. Then look for the product name (ie, "choral book") in that category

If you need more help, review the following simple steps:

1. Click the link that appears beside the heading ORDER DETAILS in your order confirmation email or return to the Kathie Hill Music eStore (kathiehillmusic.com)
2. LOG IN using the email address and password with which you set up your account. If you have forgotten your password, click the FORGOT YOUR PASSWORD link that appears immediately below the log in area and a new password will be emailed to you immediately upon request. (NOTE: You must use the same email address you used with your order/when you signed up for your account. If you no longer have access to that email address and therefore cannot receive your new password, CONTACT us.)
3. Click MY ACCOUNT in the green bar at the top of the home page.
4. In the Previous Orders area select the order which includes your digital product by clicking the VIEW button to its right.
5. Locate the downloadable product section and click the orange DOWNLOAD NOW button. If you see a message stating that your download has expired see the next FAQ below.
6. If prompted, do not choose to open the file/s, but SAVE them to your hard drive in a location where you can easily find them and labeled as the product name or Kathie Hill Music.
7. Once your download has completed you can open or unzip the file (you should simply be able to locate the file and right-click for PCs or control-click for Macs and choose an option that offers to un-compress or unzip the file) from the location where it was saved.
8. Print your files based on the number of paid licenses purchased (ie, 3 copies for choral books or vocal charts, 5 copies for Rhythm Charts, etc.) Should you need to print or make additional photo copies you must return to KathieHillMusic.com and purchase the necessary licenses (3 licenses for 9 copies, 5 licenses for 15 copies, etc.) Only your integrity regarding this issue will allow us to continue providing the convenience and savings available through the digital downloads.

1. When you order online you have the benefit of: having no one (including us) know your credit information except Paypal, which processes your Visa, MasterCard or Paypal account info
2. having a permanent account which allows you to place orders without re-entering all your shipping information
3. having a record of your orders that we can pull up immediately to answer any questions you might have
4. allowing us to have better records for paying our royalties, taxes, etc.

Online ordering provides the fastest shipping and online records, but we do provide a pay by check option at checkout.

During checkout, choose the pay by check option and complete the checkout process. Once you receive the order confirmation by email, print that confirmation out and mail it along with a check for the appropriate amount to:

Kathie Hill Music
208 Buffalo Run
Goodlettsville, TN 37072

Our store automatically charges Tennessee residents sales tax on all orders, but the TN TAX is refunded through Paypal on all credit card orders. TN Residents paying by check or money order can deduct the sales tax from their product total.

NOTE: Your honesty in making copies equal to your paid licenses will dictate whether we can continue this service.

It is illegal to photocopy printed music or duplicate recorded music or video without permission of the publisher and paying the specified royalty. It is also illegal to make more copies of digital music than you have a paid license to make.

If music is still in print, the simplest thing to do is to purchase more copies of it. If you need extra copies of individual songs for music that is out of print, you will need to contact the publisher who may let you make copies for a fee of (approximately) $.75-1.25 per song/per copy with minimum license fees of $15-20. To copy an entire book or musical the fee is approximately $5.00 per copy.

Send written requests online or by fax to:

Licensing Agents for Music/Musicals:

For Christmas in Reverse, Donkey Tales, Dr. Newheart’s Neck-Up Check-Up, Esther-Ordinary Faith, Fish Tales, Good News from a Grave, Holy Moses!, Operation Christmas Child ,Promise U, The Christmas S.O.C.C.E.R. Team & The MK Christmas Special

Music Services
Phone: 615-371-9260
Fax: 615-371-1351
E-mail: word@musicservices.org
www.musicservices.org

For Angels Aware and The Perfect Ten

Jeremy Stockwell
Gaither Copyright Management
765-724-8233
jstockwell@gaithermusic.com

For Amerikids, Christmas in Egypt, Go, Go, Jonah, Hans Bronson’s Gold Medal Mission, Levite Genes, Nic at Night, The Christmas Family Tree, The Don’t Be Afraid Brigade

www.lifeway.com/PermissionsRequest and choose the option, "to use or publish music in the U.S." Fax: 615.277-8110

For Back at the Creekbank, Copycats of the King, Dr. Newheart's Christmas Cure, Famous Kids of the Bible, The One & Only Original Christmas Factory, Wise Guys and Starry Skies, We Like Sheep

EMI Music Services
kim@musicservices.org Phone: 615-371-1320
FAX Requests: 615-371-1351
www.musicservices.org
or submit requests online www.musicservices.org

http://www.emicmglicensing.com

For Preschool Praise'ntations, Tiny Tots & Tunes, Tri-Song Samplers or WAM! 4 Kids

Contact us by email

Projection: You will need permission and a paid license from the publisher to reproduce the words in any form, and such permission may carry a fee (from $15 - 20 per song for up to 500 viewers). If you have a CCLI license it does not extend to music prepared for non-congregational performance, including children's musicals. Under the CCLI license, handouts and overheads can only be prepared for congregational singing.

For more information or to obtain a performance license, please contact us at KathieHillMusic.com.

A Performance Video is a full production of the musical by a children’s choir. That will be a listed product, in VHS or DVD format.

A Demonstration Video is an "Instructional Video" is included in the DAV for each musical from Kathie Hill Music with others choreography videos available separately from other publishers. These videos show you, not only the set, props and costumes, but also include a brief description of how they are made. There are close-up demonstrations of small group, large group and individual choreography for most of the songs in the musicals and in several instances, the Instructional Videos in the DAV includes video footage or images you can use in your performance. However, there are not full performance videos available unless they have been sent tome by churches who have performed a particular musical.

COMMON MISTAKES
1. Not unzipping the ZIP file - Windows users, simply double clicking on the downloaded ZIP file will usually only provide you a "glance" inside the zipped file. Instead, right-click on the downloaded file and select the option to unzip or extract the file and follow the prompts.
2. Sometimes, downloading large files on Window's computers using one or more antivirus programs can cause the large downloaded files to be corrupt. If you are having trouble with a downloaded file, you may want to temporarily disable the antivirus scan of files as they are downloaded, download a copy of your file, then re-enable the antivirus setting.
3. Attempting to burn the CD image to a DVD - they are two very different formats and a blank CD disc is REQUIRED.
4. Attempting to burn the contents of the downloaded file to the disc instead of using the .CUE image and a dedicated audio image burning software to burn the physical CD.

NOTE: You will be selecting the .cue file included in your unzipped file structure to burn your physical CD. Do not attempt to burn the ZIP file or the contents of the zip file to the disc. You have to use the .cue file to tell ImgBurn or Burn what data (from the .bin file) to use to generate your physical CD.

Windows Help
Detailed instructions for Windows using ImgBurn - Select the Write image file to disc option.
Detailed YouTube tutorial on using ImgBurn to burn an image file to disk. NOTE: The source file in the video is an .iso file, but you will be selecting the .CUE file in the appropriate folder of your unzipped download.