Support

Please check out the Frequently asked questions below first. If you cant find your answer there, feel free to contact us.

Serial numbers

If you lost your serial number, send an email to support@divinerobot.com and we will send it to you.

Order processing

Problems with credit cards, PayPal etc. For quickest help contact our web store provider directly at support@kagi.com

Support

For EasyListening technical support, send an email to support@divinerobot.com and we will try to answer as soon as we can. Please read the FAQ below first. If your phone isn't recognized, don't miss the detailed troubleshooting page.

Often, it helps if you include support data in the email;
- Connect your phone.
- In EasyListening, go to the "Help" menu and select "Support data..."
- Copy the information in the window and include it in the email.

Feature requests

Do you want a specific phone supported or have some good ideas for future features? Send an email to requests@divinerobot.com and tell us.

Want to help?

Check out the developers blog at Blogspot. This is where we post if we need help with testing and feedback.

System requirements

Q: What computer do I need?

A: Any Macintosh with Mac OS 10.4 (Tiger) or later. Note that earlier versions of 10.4 had a bug that sometimes crashed the computer when a phone was connected, so it's recommended to upgrade to to the latest version, 10.4.11. EasyListening works fine with 10.5 (Leopard).

Q: How about Windows or Linux?

A: No, sorry probably not.

Order issues

Q: I'm trying to pay with PayPal but it doesn't work?

A: Currently there seem to be a problem with PayPal when using 10.5 (Leopard) with Safari 3. If possible use another browser or another payment option. Kagi is working on the problem and hopefully it should be resolved soon.
Update: This problem should be resolved now, if not contact us

Supported phones and formats

Q: Which phones are supported?

A: A full list of supported phones is available here

Q: Which music formats are supported?

A: Right now mp3, m4a/aac and m4b/audiobook files are supported. Files protected with DRM (m4p) are currently not supported. This includes a lot of music downloaded from the iTunes store.

Q: Why are only Sony Ericsson phones supported?

A: Well, the simple answer is that we have access to Sony Ericsson phones and a lot of knowledge about them. The plan is to expand this to support other phones in time.

Q: When will my phone be supported?

A: If your phone is a new Sony Ericsson phone not yet supported, chances are pretty good it will be very soon. If not, send an email to requests@divinerobot.com and we'll see what we can do.

Q: My phone should be supported according to your list but isn't recognized.

A: Sometimes when the phone has been inproperly ejected (see below) it won't be recognized the next time it is plugged in. Restart your computer and connect your phone again and everything should work. Always use EasyListening to eject your phone. If it doesn't work, check our detailed troubleshooting page.

Q: My phone is recognized but it's the wrong one.

A: At the moment we have this problem with Sony Ericsson W300, W550, W600 and Z530, which all identify themselves as a W900. We are trying to work around this problem. There are however no known functional problems with using any of the phones above - it's only cosmetic.
Update: This issue should be resolved with the 1.0.1 update

Troubleshooting

Q: I can transfer songs, but the new songs don't show up in the phone.

A: For Symbian phones only (M600, P1, P990, W950 and W960):
In Walkman-My Music or Music player, select More->Update music in order to see the newly imported music and playlists.
For all other phones:
Some phones, especially new ones, take a while to update their music. Wait a few minutes. If you are in the Walkman/Media player you can sometimes see a "Loading:%" or "Updating:% text. When it's done your new songs and playlists should be there. If it still doesn't work, contact support.

Q: My phone won't eject.

A: This seems to be a common problem with some Sony Ericsson phones that uses a Memory Stick. They show up as two volumes on the desktop, you can eject the first, but the second complains that it's in use and is impossible to eject. This is probably due to a bug in either the Sony Ericsson or the Macintosh drivers. EasyListening does a lot of tricks to work around this, and usually works a lot better than ejecting from the Finder. So, always use the EasyListening eject button to remove your phone.

Q: Ejecting the phone takes a really long time.

A: This is normal and has to do with the question above. EasyListening simply has to jump a lot of hoops in order to eject some phones properly.

Q: My phone ejects but comes right back up.

A: We have seen this behaviour on a few phones and we still don't know the cause of this problem. If it happens, just press the eject button in EasyListening and unplug the phone directly when it has disappeared. If you have this problem please email us and tell which phone you use and which Mac OS version you are using.

Q: My files on the phone contains strange characters, like 08 0df00ae0.mp3

A: This is due to the way EasyListening deals with non-latin characters in file names. Playlists may only contain latin characters, all other characters are converted to a numeric unicode representation. This means that the files will look strange when you view them in the FileManager, but will still work with playlists. When you browse the music in the Walkman/Media player the files will look correct assuming your phone has support for the character set.

Q: When I try to copy a playlist I get the error 'Playlist could not be converted to correct format (200)'

A: This is due to a problem with non-latin characters in playlists (see above). EasyListening tries to work around these problems, but sometimes it still doesn't work. Try removing songs with non-latin characters from your playlist.

Q: All music is stored inside the 'EasyListening' folder on the phone. I want them stored in artist/album folders

A: Yes, so do we. But currently it's not possible to get playlists to work when the music is stored in different folders from the playlist itself. On older phones which doesn't support playlists and on a few of the newest Symbian phones which has better playlist support, we store all music in artist/album folders. But for most phones, it simply doesn't work, sorry. And yes we know that Sony Ericsson does it on the PC - they use a different protocol to 'talk' to the phone which isn't yet available on the Macintosh.

Memory Stick

Q: Can I speed up the transfers to the phone?

A: The speed is set by the USB interface of your phone. A good alternative if your phone has a Memory Stick is to buy a Memory Stick reader. See below for instructions.

Q: How do I use EasyListening with a Memory Stick reader?

A: Remove the Memory Stick from your phone and insert it into a Memory Stick reader. The Memory Stick will show up as an 'Unsupported device' in EasyListening. Click 'Setup' and select the phone it should be used with and it will work exactly as if you connected the phone directly.

Q: What is a Memory Stick?

A: A type of memory used by Sony and Sony Ericsson to increase the amount of data that can be stored on the phone. The larger the Memory Stick the more songs and pictures can be stored on your phone. Some phones don't support Memory Sticks, some use Memory Stick Duo, the newer ones uses Memory Stick Micro (M2). Consult your phone's manual before buying.

Other

Q: Every time I plug in my phone iPhoto starts. How do I stop that?

A: Not very intuitive, but open the "Image Capture" program, go to preferences and set it to do nothing when a camera is attached.