FAQ and Troubleshooting

What is the Media Store?

How do I get the Media Store application?

Is my phone supported?

How do I buy content?

I just bought some content. Why didn't the download start right away?

How do I load my content to a memory card?

Does it matter what mobile operator I have?

Can I use content on my other phone (or mobile device?)

What happens when I run out of tokens?

I have a new mobile phone that isn't on the compatibility list. When will it be supported?

How do I contact Customer Service?

Problems with Nokia 6682?

Should I use FAT or FAT32?

What is the Media Store?

The Media Store is a PC-based application that allows you to browse, buy, download and load mobile content to the memory cards supported by most smartphones. You're using a standard broadband connection, which is much faster and cheaper than the data connection of your mobile phone, thus making it easy to get movies, TV shows, music videos and more to collect and carry in your phone.

How do I get the Media Store application?

The Media Store is just a short download away. Just click the download link on this site and fill out the brief form with your desired user name and password. You will be presented with a link that will download the installer. Run the installer on your PC and follow instructions on screen to get started.

Is my phone supported?

The Media Store contains a lot of content for a wide variety of mobile devices. Whether or not a particular item of content is supported by you phone depends on the nature of the content. For example, the video and audio content supported by ROK Player is compatible with a wide range of Symbian and Windows Mobile devices, whereas content available in MPEG-4 format will be compatible with many other devices with a generic video player already pre-installed on the phone. Wallpaper, ringtones, and many of the games will be compatible with lower-end mass-market phones that don't support some of the advanced features of smartphones.

To determine if your phone is compatible with a particular item of content, click the "i" button associated with that content to bring up a detail screen. On that screen will be device compatibility information.

If you are unsure of what the make and model number of your phone is, look under the battery in the phone. There is often a sticker there with make and model information.

How do I buy content?

Purchasing content from the Media Store requires a valid credit card. Click the "cart" icon on content that you want to buy, then click the "shopping cart" icon at the top of the screen to edit the contents of your cart before proceeding to check out. When you purchase the content, you will need to fill out the billing name and address, as well as the credit card information to complete the purchase.

I just bought some content. Why didn't the download start right away?

Because audio and video content is different for the various phones and mobile devices, the Media Store uses a "token" system to record content you've purchased. When you are ready to load this content to a device, you select the device you want to use, and (if the device is compatible) the appropriately formatted content is downloaded to your memory card when you load the card. This means that your content can actually be enjoyed on more than one type of device. It also means that your investment in content doesn't go away when you buy a new phone. If you have enough tokens left on your content, you can just download a fresh version for your new phone. How many tokens come with each item of content varies based on the content provider.

How do I load my content to a memory card?

Once you have purchased some content, follow these steps:

Select the make and model number of your target handset in the top left panel of the application.

For Audio and Video:

Insert your memory card into either the built-in media reader on your PC, a USB-powered portable reader, or (in some cases) you can simply put the card into your phone itself and plug it into an available USB port on your computer. When you plug in the memory card, note the drive letter that Windows assigns to it. If you are unsure what this drive letter is, open the Windows Explorer and look for a drive called "Removable Storage", or similar. Select the corresponding drive letter in the Media Store application and click "Use This".

In the Media Choice panel, double click the video/audio content you want, then click "Use".

Once your content is selected, click the OK button in the Load Media panel. You will be prompted whether to make a new card (which will erase all content on the card and re-format), or add files (which will not erase the content on the card, but add your content to an existing card). Once you have made your selection, the loading process will begin, and prompt you when complete.

For Games and Personalization content:

If you downloaded a game, wallpaper, a ringtone or other personalization content, navigate to where you put it on your computer, drag and drop it to the memory card, and put the card into your handset. Depending on the phone make/model, the installation procedures vary. Please consult the user guide that came with your phone for instruction on how to complete the installation on your device.

Does it matter what mobile operator I have?

Generally, no. However some mobile operators do not allow you to run or install applications or content from a memory card. Check with your mobile operator or the user guide that came with your phone for more detail.

Can I use content on my other phone (or mobile device?)

If the device is compatible with the content you have purchased, and you have enough download tokens left on that piece of content, absolutely. To see how many download tokens you have remaining, double click your content in the Media Choice panel and scroll to the right. Your remaining tokens are listed under the "Uses" column.

What happens when I run out of tokens?

When the "Uses" count reaches zero, you can no longer load that content to a memory card. To get more tokens, you will need to purchase the content again.

I have a new mobile phone that isn't on the compatibility list. When will it be supported?

We are constantly upgrading the ROK Player software and adding additional handset support. As new handsets are added, the Compatible Handsets list will be updated. However, in some cases, you may be able to get content for the device. For example, if the device has a built-in video player that supports MPEG-4, you may be able to download content in the MPEG-4 format for use on the device. For information on the specific media capabilities of your phone, consult the user manual that came with the phone, or visit the manufacturer's web site.

How do I contact Customer Service?

For questions not on this FAQ list, you can use our online Customer Service Inquiry form.

Problems with Nokia 6682?

The 6682 (and similar Series 60 mobiles) takes RSMMC dual voltage memory cards. Single voltage cards have exactly the same form factor but don't work with either the Media Store or the 6682.

Should I use FAT or FAT32?

If you're using the PC to erase or reformat the memory card prior to using the Media Store, use FAT formatting, not FAT32. The latter will cause the card to be unrecognizable. Formatting in FAT fixes this issue.