This error can occur for a variety of reasons. It may be that your device cannot play Music Store tracks, or the computer's security license is missing, inactive, invalid, or lost. You may just need to try some different troubleshooting methods. To narrow it down, take a look at your specific error below:

Device cannot play Music Store tracks error?
Security license invalid, missing, inactive, or lost error?
Missing, inactive, or lost license error?

Device cannot play Music Store tracks

Not all devices can play Music Store tracks. If you receive this error, please check your device against the list of Music Store supported devices. (back to top)

Security license invalid, missing, inactive, or lost

This error can also be triggered by problems with the Helix DRM security license. You must have a DRM license on the computer you are using to transfer Music Store files. This license makes sure that the Music Store files you are transferring belong to your Music Store account, and that the computer you are using to transfer the files is registered with your Music Store account.

If the Music Store files do not belong to you (that is, they were not downloaded using your Music Store account) the license may be invalid. For an invalid license, you must purchase the Music Store files you want to transfer using your own Music Store account.

If the computer you are attempting to use for file transfer is not registered with your Music Store account (if the computer is registered under someone else's Music Store account, or if you de-registered the computer after downloading Music Store files to it), the license may be missing or inactive.

If you have changed your computer's setup (renaming the hard disk drive, or changing fundamental information such as the IP address), the license may also be lost. (back to top)

Missing, inactive, or lost license

Make sure your computer is registered with Music Store and has the DRM software. Once you have followed these steps, you should be able to transfer Music Store files to your device.

Step 1: De-authorize (delete or remove) your computer in your Music Store account.

See changing Music Store computers for more information. First remove your computer, then add it again.

Step 2: Make sure your computer has the Helix DRM software.

First, check which version of the Helix DRM software is installed:

1. From RealPlayer, click Help > About RealPlayer.
2. Click the Version Info button, scroll down to Helix DRM Client, and make sure the version number is 6.0.9.131 or higher.

If the version number is lower than 6.0.9.131, click here to update your player. (This prompts you to open the RNBA.rmp file, a Real Metadata Package from http://smilparse.real.com.)

Next, try buying a song and then canceling the purchase. If RealPlayer tells you that you need to enable Music Store, you do not have the Helix DRM software. RealPlayer will then download it for you. To start the Helix DRM software download by starting and canceling a purchase:

1. From any page in the Music Store, click the Manage Account link and sign in if needed.
2. In the Manage Music Account page, scroll down to the Purchase Warnings section. Under "Would you like us to warn you before purchasing music?" make sure that Yes is selected, and click the Submit button.
3. Go back into the Music Store and click the Buy button next to any track.
4. One of two things will happen next:

If you already have the Helix DRM software:
- You immediately get a Purchase Confirmation box asking "Are you sure you want to buy the track?"
- Click Cancel to avoid being charged for the track.

If you do not have the Helix DRM software:
- An Enable Music Store box appears, telling you that "You need to enable your RealPlayer for Music Store purchases and playback."
- Click Enable Music Store. The AutoUpdate box appears as the Helix DRM software is downloaded.
- Once the Helix DRM software is downloaded, the Music Store Enabled screen appears. Click Return to Music Store.
- If necessary, click Cancel to avoid being charged for the track.

Step 3: Check the available space on your device.

You may have not have enough space on your MP3 device. Please check the amount of space left on your device.

Step 4: Check if the song folder on your device is full.

You may have too many songs in one folder. Each device has a certain amount of files that can be stored on a folder. If the folder becomes full then you will receive the 'Unsupported Media Type' message. Please check your device manual for further information. (back to top)