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Technical FAQS

If you encounter any technical issue, you can check the following FAQ to find a quick fix first. To get further assistance, please feel free to contact us by email. We will respond promptly within 24 hours. Technical support email: [email protected].

  • Q1: Why can't I install DRmare software on my Mac with 'unidentified developer' error?

    A: Mac OSX is set to not allowed to install Apps outside the App store by default. That is why you will receive the error of 'unidentified developer'. In this case, you just need to change the settings to make it work by clicking System Preferences > Security & Privacy > General > Allow applications downloaded from > Anywhere.

  • Q2: Why no media files show up after clicking 'Add Files' on DRmare software?

    A: This maybe caused by the media files or system settings.
    1.Please make sure you have the right media files downloaded and authorized to play on your machine, otherwise it won't work.
    2.Go to iTunes > Preferences > Advanced to check whether the option of 'Share iTunes Library XML with other applications' is checked or not. If not, please check that option and open DRmare software again.

  • Q3: What can I do if the 'Check for Updates' doesn't work?

    A: Sometimes if the system update server is busy, 'Check for Updates' may not work well. In this case, you can simply go to the download center of DRmare site to download the latest version of the program to update manually.

  • Q4: How to preserve 5.1 surround audio tracks and CC subtitles?

    A: Our software DRmare M4V Converter can do that, please choose the output format as MP4(lossless) or M4V(lossless), then the output video quality will be preserved with 5.1 surround audio tracks and CC subtitles.

  • Q5: What if DRmare M4V Converter is stuck during the converting process?

    A: DRmare M4V Converter only works for the protected M4V videos on iTunes which are authorized to play play on your computer. Otherwise please log in to your iTunes account and try again to authorize it to play.

  • Q6: DRmare M4V Converter doesn't work well on macOS High Sierra?

    A: We are sorry that currently DRmare M4V Converter for Mac doesn't fully support macOS High Sierra yet. Our programmers are working hard on it now. But since the problem is too complicated, we can't estimate when the fix will come. Therefore, before the solution is found, we'd suggest you downgrade macOS High Sierra to Sierra. Alternatively, if you have any Windows PC, we'd suggest you go for the DRmare M4V Converter for Windows. If you already purchased the Mac version, we'd like to switch your code to Windows for free until the Mac issue is fixed.

  • Q7: How to Fix the Issue that Spotify Songs Can't be Converted?

    A:If you can't convert Spotify songs, it could be caused by the settings on your computer. You can try the 4 methods first. 1. Check to make sure the Spotify songs are still available. 2. Disable Antivirus and Firewall. 3. Make sure output speakers are connected well. 4. Don't use any network proxy settings. For more info, you can also visit: Solutions to Spotify Converter Not Working.

  • Q8: Why I always get the error "Spotify is not installed"?

    A:If you have installed Spotify app but still get this prompt, it is mostly that you installed a wrong version from the Microsoft Store. Please simply uninstall the Spotify app and reinstall the right version from Spotify official website.

  • Q9: Why I still can't convert iTunes videos after authorization on Windows PC?

    A:There are some factors may cause such issue, you can try these solutions: 1. Disable any Antivirus or Firewalls temporarily during converting. 2. Make sure you install the right iTunes 32 bit or 64 bit from Apple official website instead of the Microsoft Store. 3. Check if there is any pop up window during converting? If so, click "OK" to confirm it.

  • Q10: How many songs can you convert at a time with DRmare Spotify Music Converter?

    A:Due to the Spotify API limitation, currently you can convert up to 100 songs at a time. We will keep improving it in future.

  • Q11: DRmare M4V Converter for Windows only outputs audio no picture?

    A:Sorry to say that DRmare M4V Converter for Windows couldn't currently support the latest iTunes version yet because of iTunes update. Our R&D team is trying their best to fix it. As it's too complicated, we can't assure you when the fix will come.
    Temporarily, the recommended solution is to
    1. Downgrade iTunes 12.10.2 or above to the older version, like V12.9.0.
    2. Re-download the iTunes videos that you want to convert and reauthorize the old iTunes on your computer.

  • Q12: DRmare can't be opened because Apple cannot check it for malicious software?

    A:On macOS 10.15 Catalina or above versions, open the app that is not downloaded from the App Store will pop up a message like this. Please check "Open DRmare on macOS 10.15 Catalina or latest versions" to solve this problem.