12-19-2012 04:15 PM - edited 12-20-2012 01:45 PM
BASICS OF DIGITAL LIBRARY
Q: What is Digital Library?
A: Digital Library replaces PC App as the place to access digital content purchased from Best Buy.
Q: What is a “digital download”?
A: A digital download is any software, game or add-on which you can purchase and download without a physical copy. Digital downloads are stored in the Digital Library on BestBuy.com. You can access the Digital Library though BestBuy.com.
Q: Once I have completed my digital product purchase, how long until I receive my digital product from the Best Buy Download Manager?
A: Digital downloads usually take up to 30 minutes before you will see them in your Digital Library. In some cases, it could take up to 4 hours. Digital codes are usually sent via e-mail within 30 minutes from the time of purchase but, in some cases, can take up to 8 hours.
Q: What happened to PC App?
A: PC App is no longer the primary source for Best Buy customers to receive digital content. We are keeping the PC App catalog and servers live for the time being but will decommission sometime in the coming months.
Q: What will happen to my current downloads from PC App?
A: They will be migrated to your Digital Library that can be accessed using your PC App or BestBuy.com credentials. Please note: Currently, not all games that were available on PC App are available through Digital Library.
Q: Where can I find digital content to download through Digital Library?
A: Digital content is available to purchase at your local Best Buy’s in-store kiosk, or through BestBuy.com
Q: What happened to my billing information on PC App? Will I have to enter it again?
A: Your personal information has been removed from our billing system for PC App. You will need to use your BestBuy.com account to purchase a digital product for use with Digital Library. If your BestBuy.com account has your information saved, you will not have to enter it again.
Q: What operating system works with Digital Library?
A: Digital Library is available on both Windows and Mac-based computers.
Q: Does my browser support Digital Library?
A: These browsers support Digital Library:
Q: Will the Digital Library show on my mobile device AND can I download my content onto the device?
A: Digital Library will show your purchases on your mobile device, but will not be able to download from your mobile device. Also applies to tablets.
Q: Will the digital product that I purchased in-store be in my Digital Library?
A: Not currently. Our goal is to allow use of purchased in-store digital content through Digital Library in the future.
Q: I need help! Where can I get some help?
A: For troubleshooting common errors, please see below.
Q: How soon can I play my preordered digital download game on release day?
A: Some pre-ordered games become available for download prior to their release date. While not playable until release day, downloading the game beforehand can save you time, leaving you more time to play. If a game you pre-order becomes eligible for early download, you will receive instructions via e-mail.
DOWNLOADING WITH DIGITAL LIBRARY
Q: What is the code I see in Digital Library?
A: Many software and game titles will require a code to unlock your digital download. If your download requires a code, you’ll see it in your Digital Library and in the instructions e-mailed to you.
Q: I pressed “Download” and was asked to download a file. Do I need to?
A: Yes. If you haven’t previously installed Akamai Net Session Client, you will need to download it when prompted. If you are asked to download the digital product’s files, you must do so in order to enjoy your new digital product.
Q: What is the Akamai Net Session Client?
A: Akamai Net Session Client is a download manager program that provides effective, reliable and efficient downloads. It will run while you are downloading your digital purchase. It will not be running at all times.
Q: Do I have to use the Akamai Download Manager?
A: Yes, you will have to use the download manager to download your digital product through Digital Library
Q: Do I have to use the Arvato Download Manager?
A: Yes, some digital downloaded products are supplied by Arvato Systems. You will have to use the download manager to download your digital product.
Q: How do I purchase a product from BestBuy.com for Digital Library?
A: Step-by-step instructions will be available shortly.
Q: I don’t see a code in my e-mail! Where is it?
A: Although most orders are fulfilled within an hour, please allow up to 24 hours after your purchase for the delivery of your digital code. Also, please be sure to check your spam folder for a message from Best Buy Digital Library.
Q: Where are my instructions to download my digital item?
A: Your instructions on how to download may vary with each digital item downloaded, but will be in the body of the email you received.
Q: I’m receiving an Error #501 when trying to log in! What is this?
A: If you are receiving this error, please make sure that the information used to log into your BestBuy.com account is correct. Also, please ensure that the shipping information is accurate and set for a -real- address. If we cannot verify the address, you will be unable to log into Digital Library.
Q: Where can I find contact information for support?
Disclaimer: This is a continual work-in-progress and will be updated with new information as it arises.