BM-4000 Support · Uncategorized

Update Song FAQ

 

 Update Song Option Questions

  1. What are update song options for BM-4000 / BM-5000?
  2. When should I update song?

A. HDD Update Song Questions

  1. What is HDD Add Song and how does it work?
  2. What is the cost of HDD update song?
  3. How to request for HDD update song?
  4. Will I receive song list after update?
  5. After HDD update service, why does all my Favorite List, Cloud Download song are gone?
  6. Why do I have to agree to HDD update service’s Term & Condition?
  7. What does HDD Add Song service warranty cover?
  8. I want to use HDD Add Song service, but I also want to use Cloud Download. Will I get discount if I purchase both?
  9. I already paid for Cloud service, but it takes too long to download everything. Can I bring my machine to your office to update to the latest Quarter?
  10. I already paid for Cloud service, can I bring my machine to update a few songs not in your Cloud or HDD?

B. Cloud Download Service Questions

  1. What is Cloud Download and how does it work?
  2. What is required to use Cloud download?
  3. What is the required firmware version?
  4. Is there limitation of certain songs that I can download?
  5. Can I download Cloud song using my computer?
  6. How much is the subscription plan?
  7. How to purchase Cloud Download?
  8. Why do I have to agree to Cloud purchase’s Term & Condition?
  9. I already purchased HDD Add Song service, can I change it to Cloud Download?
  10. I already paid for HDD Add Song service, can I bring my machine to update a few songs not in your Cloud or HDD?
  11. I purchased Cloud service, but I rarely use it. Can I get my refund back?

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C. USB Update Song Questions – BM-4000 only

  1. What is USB update song and how does it work?
  2. Why does one 128GB USB drive only load 2 Quarters of New Song?
  3. How do I purchase USB update song?
  4. What is the process of order USB update song with Option b (use my own USB drive)?
  5. What format or condition my USB drive has to be?
  6. Can I purchase this service with my portable external drive?
  7. Can I back up the Quarter song and data for later use?
  8. Do I need to update my firmware to BM4000.018.T1?

 

1. What are update song options for BM-4000 / BM-5000?

  • BM-4000 Chinese/ Vietnamese system: 
  •    Plan A – HDD Add Song
  •    Plan B – Cloud Download
  •    Plan C – HDD Add Song + Cloud Download Combo
  •    Plan D – USB Add Song
  • BM-5000 system: 
  •    Plan A – HDD Add Song
  •    Plan B – Cloud Download

– If you are not sure which service to choose, please use our Interactive Add Song Guide to help you learn & choose your best fit service.  This is educational guide, no personal information collected.

 

2. When should I update song?

  • – You can update whenever you want to.  We suggest you to view our New Song List and check if there is songs you want to sing.
  • HDD Add Song:  Fee is calculated by Quarter
  • Cloud Download:  $95/ year.  You can purchase whenever you are ready. Cloud service will not auto renew.

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A. HDD Update Song Questions:

1. What is HDD Add Song and how does it work?

HDD Add Song:   – Your HDD will be recopied to the latest version. Songs will be update to the latest Quarter.

– Required:   Machine is required to mail to our office. Customer need to request for RMA before ship out the machine.

    • – If you haven’t update song for awhile, you may get a few thousand new songs.
    • – All your setting will reformat back to default setting.  All Favorite list & previous Cloud download songs will be gone.
    • – Your firmware and software version will be up to date, and less bugs.
  • – We will test your machine to make sure it runs properly.
 
 
 

2. What is the cost of HDD update song?

 
 
 

3. How to request for HDD update song?

    • By phone:  909-348-5558
    • Email:  info@bestmediausa.com
 

4. Will I receive song list after update?

 
 
 

5. After HDD update service, why does all my Favorite List, Cloud Download song are gone?

– We recopy your HDD with our master HDD.  All your setting will reformat to default setting.  Re-formatting will also update the firmware and software version of your HDD. This will fix bugs and keep your HDD runs smoother.

– Please note that all HDDs have their lifespan.  HDD Add Song service is only recopying service (software service). It will not cover hardware problem (HDD is dead or malfunction).  We do not change or fix any part (hardware) of the hard drive.  It is up to user to replace HDD if it is dead.

 
 
 

6. Why do I have to agree to HDD update service’s Term & Condition?

– Buyer is required to read and agree to our Term & Condition before purchase.  It helps to clear any confusion and lay out the description of service we provided. HDD Add Song has 60 days service warranty.

HDD Update Term and Conditions:

– HDD is only software service. We provide 60 days labor warranty. (Recopy HDD with no charge). User pays shipping.

– HDD is re-formatted to default setting. All self downloaded songs & My favorite list are gone. Reset WIFI is needed. HDD update song only includes songs from basic library and Quarter songs. Any Cloud downloaded songs are gone.

– Cloud fee does not apply to Hard Drive update fee. These are 2 separate services.

– After purchase Cloud plan/HDD update plan, there will be service fee if customer wants to add songs into HDD (either songs from Cloud or songs customer provided). Suggest to purchase Cloud subscription instead.

 
 
 
 
 
 

7. What does HDD Add Song service warranty cover?

  • – HDD Add Song is just software service, we provide 60 days labor warranty, NOT Part warranty.  Please note, HDD has its own lifespan.  If HDD is dead, it is up to user to replace the hard drive.  Within 60 days, we can recopy your HDD with no charge.
  • – Any other hardware (such as main board, power board, etc) issue will not be covered.  Please keep your receipt because BM-4000 and BM-5000 both have 2 year warranty. After warranty expired, user will be responsible for all repair fee.
 
 
 

8. I want to use HDD Add Song service, but I also want to use Cloud Download. Will I get discount if I purchase both?

  • – Yes, we offer Combo plan C with a discount rate if you update more than 5 Quarter. Please refer to our update service list.
  • – However, if you order your Cloud plan after 1 month of your HDD Add Song service, Cloud fee still remain the same price $95/year.  Discount rate only apply when purchase HDD Add Song + Cloud Download (Plan C) at the same time.
 

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9. I already paid for Cloud service, but it takes too long to download everything. Can I bring my machine to your office to update to the latest Quarter?

  • – Cloud fee does not apply to HDD update song fee. These are 2 separate service.
  • – Cloud Download service is mainly for you to download your selected songs from our Cloud.  It doesn’t cover labor fee like HDD Add Song service.
  • – After purchased Cloud service, if you bring your machine to our office, there will be $50 service fee for us to recopy your HDD. You cannot request to add specific songs.  All Cloud songs has be re-downloaded by you.
 
 

10. I already paid for Cloud service, can I bring my machine to update a few songs not in your Cloud or HDD?

  • – Cloud Download service is mainly for you to download your selected songs from our Cloud. You can send us song request list, and we can ask our song collecting department to collect the songs. Then we will upload to our Cloud for you to download.
  • – However, if you decide to bring your machine to our office and request to add specific songs into your HDD, there will be $50 service fee and you have to provide the songs file or the songs have to be on Cloud.

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B.  Cloud Download Service Questions

1. What is Cloud Download and how does it work?

Cloud Download:  – You can download song directly to your BM-4000 or BM-5000 at your prefer location.

– Required:  BM-4000 or BM-5000, Activated Cloud account, latest firmware version, App or Touch Monitor, and stable WIFI connection.

    • – You can download songs anywhere, anytime, unlimited as long as your Cloud account is activated, and you have WIFI connection.
    • – You need to search and select the songs that you want to download. You can use Best Media App or Touch Monitor to view our Cloud list.  You can also check new song list on our website.
    • – Song will be completed once at a time to prevent file being corrupted. The next request song will be on queue list waiting to be downloaded.
    • – Download speed is depended on the Internet download speed, file size, and weather condition. Please note that the device is different than your smart phone. Download files are video, its file size will be larger than regular MP3 file. Average video file: 80-100 MB, HD file can be as large as 300MB.  Raining, thunder, storm can also delay the download speed.
  • – Songs from our Cloud server contain New Song (Quarter), customer’s requested songs, and extra songs in multiple languages.  These songs are not in the HDD version.
 
 
 

2. What is required to use Cloud download?

    • BM-4000:  Latest firmware: BM4000.018.T1 , BM-4000’s Serial Number to activate Cloud account, WIFI connection, Best Media App or Touch Monitor.
    • BM-5000:  BM-5000’s Serial Number to activate Cloud account, firmware, WIFI connection, Web App or Touch Monitor
 

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3. What is required for firmware version?

  • BM-4000:  Any version before BM4000.018.T1 is recommended to use HDD update song service.  We will recopy your hard drive to our latest quarter. BM-4000 Firmware List
  • BM-5000:  see the latest version and how to update here:    English – 中文

a). HDD update song. Fee is charged by amount of Quarter.

  •  If your machine is bought during 2017, and you haven’t register your Cloud account, please use HDD add song service, and we will offer 1 year Free Cloud Download
  •  If your machine is bought during 2018, your firmware should be updated.  Free Cloud download only offer once for new machine.
  • HDD update song on Question:  – see HDD update service FAQ here
  • RMA Request:   Fill in our online RMA request form for HDD Add Song service.

b). You can update firmware by yourself, and only purchase the Cloud service

 
 

4. Is there limitation of certain songs that I can download?

  • – There is no limitation of amount of downloaded songs, quarters to download
  • – Song is completed download one by one, but you can choose a list of songs and let it complete by itself.
 
 
 

5. Can I download Cloud song using my computer?

– No, Cloud list can only be accessed through App or Touch Monitor. These songs are downloaded directly to your BM-4000 or BM-5000.  These songs can only played on BM-4000 or BM-5000 due to its software restriction.

 
 

6. How much is the subscription plan?

  • Cloud subscription:  $95/ year
  • – We do not renew the account.  If you want to renew, you have to contact us.
 
 
 

7. How to purchase Cloud Download?

  • Required:   BM-4000 or BM-5000, Serial number, stable WIFI connection,
  •                         BM-4000: Best Media App /  BM-5000: Web App, or Touch Monitor
 
 
 

8. Why do I have to agree to Cloud purchase’s Term & Condition?

– Buyer is required to read and agree to our Cloud’s Term & Condition when placing Cloud subscription order.  This helps buyer to understand the goals of Cloud service and reminds buyer to use the service (download as much song) before it expired. It also helps to clear up any confusion and lay out the description of the service we provided. We do hope customers to get the best out of the service.

Cloud purchase Term and Conditions:

  • – Cloud fee is non refundable after purchased.
  • – Buyer is responsible for providing the correct Serial number.
  • – Buyer is responsible to check for BM-4000 firmware version before purchase.
  • – Any version before BM4000.018T1 is suggested to updated via HDD update service.  This update helps to fix bugs and make sure Cloud is working properly.   –  To check system version:  Press “System” > look on the top right corner for version.
  • – After purchased Cloud subscription, it is up to buyer to use his or her Cloud service within the subscription period. There will be NO Extending when it reaches the expiration date. If you need of using Cloud, please check our tutorial on Cloud section here for BM-4000 tech support.  (Guide 11 & 12)
  • – Cloud subscription and Hard Drive update song are 2 separate services.  After purchasing Cloud subscription, if buyer wants to update songs into the Hard drive, service fee will be collected depending on amount of Quarters. Please see our update song page for pricing details.
  • – User is responsible to set up WIFI connection in order to use Cloud download.  See here for details  (Guide 4)
 
 
 
 

9. I already purchased HDD Add Song service, can I change it to Cloud Download?

  • – Sorry, labor service is non-refundable and not exchangeable.
 
 
 

10. I already paid for HDD Add Song service, can I bring my machine to update a few songs not in your Cloud or HDD?

– Sorry, HDD Add Song service is one time copy HDD service.  If you bring your machine to our office and request to add specific songs into your HDD, there will be $50 service fee for us to do that.

– You can send us song request list, and we can ask our song collecting department to collect the songs. Then we will upload to our Cloud for you to download.

 
 
 

11. I purchased Cloud service, but I rarely use it. Can I get my refund back?

  • – Sorry, Cloud Download service is non-refundable. Buyer is responsible to use the service before its expiration.

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C. USB Update Song – BM-4000 only

1.  What is USB update song and how does it work?

– USB update song:   Add Quarter song by USB drive.

Require:  USB drive, BM-4000

    • – When you purchase this service, New song files and data are copied into USB drive. When you receive USB drive, connect it BM-4000 and follow update instruction to load the files into BM-4000
    • – Quarter can be selected by buyer.
  • – A 128GB USB drive can load max 2 Quarters of New Song (600 songs).
 
 
 

2. Why does one 128GB USB drive only load 2 Quarters of New Song?

  • – To prevent data corrupted, it is best to load max 2 Quarter New Song at a time.
  • – If data is corrupted, you have to send the whole unit to our office, so we can reformat your HDD.
 
 
 

3. How do I purchase USB update song?

– There are 2 options

a).  You can purchase USB drive + New song from us.  Please see price list here

  •   – To order:  contact us by phone (909)348-5558

b).  You can mail us your USB drive, and only purchase New Song from us. You only pay for Quarter fee & shipping fee.

 
 
 

4. What is the process of order USB update song with Option b (use my own USB drive)?

–  Request RMA#:  by phone, by email or fill in our online Request form

  • –  We will send you RMA# and mailing instruction to your email.  Prepare your USB and mail to our office
  • –  When we receive your USB drive, we will contact you and process your order.

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5. What format or condition my USB drive has to be?

  • – Your USB drive has to be empty. You should backup all your files.
  • – We suggest 128GB USB drive for 2 Quarter of new songs.  If you use 64GB, you have to contact us for the size of the Quarters you plan to purchase.
 
 

6. Can I purchase this service with my portable external drive?

  • – Sorry, the USB port doesn’t support external drive. It only support FAT32 format. External drive is NTFS format.
  • – Our USB port can only read max 128GB USB drive.
 
 

7. Can I back up the Quarter song and data for later use?

  • – Definitely, you should backup New Quarter Song on your computer first before use it to update BM-4000.
 

8. Do I need to update my firmware to BM4000.018.T1?

– We suggest your machine to be updated to the latest firmware for better efficiency.  If you plan to use Cloud Download, the firmware required to be BM4000.018.T1.  You can update by yourself. See instruction here.

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