Guidance for Escalation

Please send us as much detailed information regarding inquiry from users as you can, including how you operated, what symptoms you got, and all messages and error codes (which showed up on the "error message" windows as "MUSIC PLAYER ***** ").

The following information is necessary for investigating

1. "System Information" - How to save "System Information"
2. "Version of MUSIC PLAYER" - How to get version of MUSIC PLAYER
3. "xpsp1hfm.log" file - How to save "xpsp1hfm.log" file (In case of Windows XP)
4. "Windows Update.log" file - How to save "Windows Update.log" file
5. "Music contents folder" - Music contents folder after OMG export from MUSIC PLAYER to OMG Jukebox
6. "Music content files" - How to know where music content files is in OMG Jukebox
7. "Version of DirectX " - How to check Version of DirectX1. How to save "System Information" (In case of Windows XP)

Open "System Information"

1. Click "Start" - "Programs" - "Accessories" - "System Tools" - "System Information", then "System Information" will run.
2. Export "System Information"
   Click "File" – "Export".
   Choose where you save in and type a file name, and then click "Save" button.

How to get version of MUSIC PLAYER

1. Start "MUSIC PLAYER"
   Click "Start" – "Programs" – "MUSIC PLAYER" – "MUSIC PLAYER", then "MUSIC PLAYER" will start.
2. Open "About MUSIC PLAYER"
   Click "Menu" - "About MUSIC PLAYER", then "About MUSIC PLAYER" will open.
3. Get version of MUSIC PLAYER3. How to save "xpsp1hfm.log" file (In case of Windows XP)

How to save "xpsp1hfm.log" file

1. Open explore
   Right-click on "Start" and choose explore, then "explore" will open.
2. Open "xpsp1hfm.log" file
   Click "Local Disk(C:)" - "WINDOWS" folder.
   Double-click "xpsp1hfm.log" file in "WINDOWS" folder.
3. Save "xpsp1hfm.log" file
   Click "File" - "Save AS".
   Choose where you save in and type a file name, and then click "Save" button.

How to save " Windows Update.log " file (In case of Windows XP)

1. Open explore
   Right-click on "Start" and choose explore, then "explore" will open.
2. Open "Windows Update.log" file
   Click "Local Disk(C:)" – "WINDOWS" folder.
   Double-click "Windows Update.log" file in "WINDOWS" folder.
3. Save "Windows Update.log" file
   Click "File" – "Save AS".
   Choose where you save in and type a file name, and then click "Save" button.

Music contents folder after OMG export from MUSIC PLAYER to OMG Jukebox (In case of Windows XP)

C:\WINDOWS\All Users\Application Data\Sony Corporation\MUSIC PLAYER\Content

How to know where Music content files is in OMG Jukebox

1. Start "OMG Jukebox"
   Click "Start" - "Programs" - "OMG Jukebox" - "OMG Jukebox", then "OMG Jukebox" will start.
2. Open Properties of a song
   Click "Playlist" Tag - "All Songs", right-click on a song and choose Properties.
3. Check Location of a song
   Click "File Information" Tag, and then check "Location".

How to check Version of DirectX

1. Open "System Information"
   Click "Start" - "Programs" - "Accessories" - "System Tools" - "System Information", then "System Information" will run.
2. Start DirectX Diagnostic Tool
   Click "Tools"- "Start DirectX Diagnostic Tool".
3. Check Version of DirectX
   Click "System" Tag, and check DirectX Version in System Information.