I haven't encountered this problem myself, but maybe I can offer some assistance. Make sure that your computer meets all the requirements for the software (given on the box). According to the User's Guide (section 3-3), the following music formats are supported: mp3, wma, wav, ra. I recommend contacting Individual Software's technical support people. You have to register your product to be able to get help, but it is free and could be worth it: individualsoftware.com. From: 11407336.