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Technical Support

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Downloads Help
Where are my downloads?
Please use the following directions to get to your download purchases.

  1. Log in to www.jwpepper.com.
  2. Hover over My Library and click Downloads to display a list of your download purchases.
  3. Find the title you want and click the Downloads arrow icon to the right of the title.
  4. Choose Save when prompted.
  5. Choose the folder you would like to save the file to. You can change the file name if you like.
What do I do if my download does not save or load correctly?
You have three attempts to download your file. If you exceed this number of attempts and have not successfully downloaded your purchase, please contact our technical support team by phone or email and we will be happy to help you troubleshoot the issue until you are successful.
Can you just send me the file by email?
The publisher has made the decision regarding how their products are distributed. They do not allow us to email the file to you because it could be copied to multiple devices in violation of copyright law. We as the retailer distribute the publisher's products as they wish.
Can I save the file to a mobile device?
Yes, if you have the most up-to-date version of your mobile device and the correct program needed to run your download, you can save the file to a mobile device.
How do I access a digital download on an Apple mobile device?
In order to access a digital download product on an Apple mobile device, first add it to your iTunes library via the iTunes desktop application, then sync or move it onto your device.
ePrint Help
My music is printing with blank measures or pages.
Some titles take a little longer than normal to load. When this happens, the music may print with blank pages or missing measures or notes.

When the printer dialog box appears, please make sure the song completely loads in the preview box. If it does not completely load and you print the music, some pages may be blank or have missing measures.

If you are using Google Chrome, be sure to scroll through the print preview to make sure the music loads all the way before you print the music. Please note that when using Google Chrome, the music may take a few extra minutes to load. If you experience this problem repeatedly, consider using one of the other browsers below.

For all browsers: You may also need to adjust the print margins, headers and footers. Click and follow the directions for browser you are using:

Internet Explorer page setup
If you are using Internet Explorer as your browser, please follow the directions below to adjust your page settings:
  1. In the upper right-hand corner of the toolbar, click the gear icon. Click Print and then Page setup.
  2. Change all the Margins to 0. They will change to their default minimum values.
  3. Uncheck the Enable Shrink-to-Fit box. If these first two steps are not done, your music will print small on the page and be unreadable.
  4. Change all six Headers and Footers values to -Empty-.
  5. Click OK to save your changes.

Once this is done, your music will print on the page correctly.
Safari page setup
If you are using Safari as your browser, please follow the directions below to adjust your page settings:

  1. Advance through the Print menu until you get to the page where you can choose the printer and see a print preview of the page.
  2. Uncheck Print Headers and Footers.

Once this is done, your music will print on the page correctly.
Firefox page setup
If you are using Firefox as your browser, please follow the directions below to adjust your page settings:

  1. In the upper right-hand corner of the toolbar, click the menu icon (three horizontal lines) and click Print.
  2. Click the Page Setup button in the upper-left corner of the print window.
  3. Uncheck the to Shrink to fit Page Width box and be sure the Scale is set to 100%.
  4. Click the Margins & Header/Footer tab and change all the margins to 0. They will change to their default minimum values.
  5. Change all six Headers & Footers values to --blank--.
  6. Click OK to save your changes.

Once this is done, your music will print on the page correctly.
Chrome page setup
If you are using Chrome as your browser, please follow the directions below to adjust your page settings:

  1. Advance through the print menu until you get to the page where you can choose the printer on the right and see a print preview on the right.
  2. At the bottom of the navigation panel on the right, click More Settings.
  3. Change the Margins to Minimum and make sure that the scale is 100.
  4. Uncheck the Headers and footers box.
  5. Check the print preview to the right. If you notice blank pages in between printed pages, change the Margins back to Default.
  6. Click the Print button at the top of the box and proceed to print your music.

Once this is done, your music will print on the page correctly.
Edge page setup
If you are using Edge as your browser, please follow the directions below to adjust your page settings:

  1. In the upper right-hand corner of the toolbar, click the settings icon (three horizontal dots) and click Print .
  2. Change the Margins to Narrow.
  3. Set the Scale to Shrink to Fit.
  4. Set the Headers and Footers box to Off.
  5. Click the Print button in the lower right-hand corner.

Once this is done, your music will print on the page correctly.
How do I adjust print margins, headers, and footers?
For all browsers: You may also need to adjust the print margins, headers and footers. Click and follow the directions for browser you are using:

Internet Explorer page setup
If you are using Internet Explorer as your browser, please follow the directions below to adjust your page settings:
  1. In the upper right-hand corner of the toolbar, click the gear icon. Click Print and then Page setup.
  2. Change all the Margins to 0. They will change to their default minimum values.
  3. Uncheck the Enable Shrink-to-Fit box. If these first two steps are not done, your music will print small on the page and be unreadable.
  4. Change all six Headers and Footers values to -Empty-.
  5. Click OK to save your changes.

Once this is done, your music will print on the page correctly.
Safari page setup
If you are using Safari as your browser, please follow the directions below to adjust your page settings:

  1. Advance through the Print menu until you get to the page where you can choose the printer and see a print preview of the page.
  2. Uncheck Print Headers and Footers.

Once this is done, your music will print on the page correctly.
Firefox page setup
If you are using Firefox as your browser, please follow the directions below to adjust your page settings:

  1. In the upper right-hand corner of the toolbar, click the menu icon (three horizontal lines) and click Print.
  2. Click the Page Setup button in the upper-left corner of the print window.
  3. Uncheck the to Shrink to fit Page Width box and be sure the Scale is set to 100%.
  4. Click the Margins & Header/Footer tab and change all the margins to 0. They will change to their default minimum values.
  5. Change all six Headers & Footers values to --blank--.
  6. Click OK to save your changes.

Once this is done, your music will print on the page correctly.
Chrome page setup
If you are using Chrome as your browser, please follow the directions below to adjust your page settings:

  1. Advance through the print menu until you get to the page where you can choose the printer on the right and see a print preview on the right.
  2. At the bottom of the navigation panel on the right, click More Settings.
  3. Change the Margins to Minimum and make sure that the scale is 100.
  4. Uncheck the Headers and footers box.
  5. Check the print preview to the right. If you notice blank pages in between printed pages, change the Margins back to Default.
  6. Click the Print button at the top of the box and proceed to print your music.

Once this is done, your music will print on the page correctly.
Edge page setup
If you are using Edge as your browser, please follow the directions below to adjust your page settings:

  1. In the upper right-hand corner of the toolbar, click the settings icon (three horizontal dots) and click Print .
  2. Change the Margins to Narrow.
  3. Set the Scale to Shrink to Fit.
  4. Set the Headers and Footers box to Off.
  5. Click the Print button in the lower right-hand corner.

Once this is done, your music will print on the page correctly.
Where are my ePrints?
Please use the following directions to get to your ePrint music.

  1. Log in to www.jwpepper.com.
  2. Hover over My Library and click ePrint to display a list of your ePrint purchases.
  3. Find the title you want and click the View/Print button to display the music.
  4. An overlay appears that lists all purchased parts available to print.
  5. Choose the part that you want to open to print by clicking on the name of the part.
  6. The music opens in a new tab.
  7. Click the printer icon on the toolbar above the music to print.
  8. If you ordered multiple copies: When the printer dialog box appears, you must change the Number of Copies to the number you ordered.
Where are the individual Instrumental Parts for my set?
To access the individual parts for instrumental sets, use the Details button in the ePrint preview pane. Please follow the directions below to access these parts.
  1. In ePrint, click on the view/print button to the left of the title to display the music.
  2. An overlay appears that lists all purchased parts available to print.
  3. Choose the part that you want to open to print by clicking on the name of the part.
  4. The music opens in a new tab.
  5. Click on each part's name individually to print the quantity purchased.
How do I print on A4 paper?
ePrint music is formatted to print on 8½ x 11 (22 x 28 cm) paper. To print on A4 paper, select 8½ x 11 (22 x 28 cm) paper size in Print Page Setup.
Do I have the option to print my music again if it is lost?
Once you have printed a piece of music and clicked that it printed correctly, you are unable to print it again. Even though you purchased it digitally, each printed copy is a purchased copy, just like a traditional copy printed by the publisher. If for some reason you lost a traditional copy, you would need to purchase it again to replace it. The same is true for ePrint.
Can I remove or edit the "Sold To" message at the top of my ePrint?
Removing the header and footer does not remove the Sold To information that prints on the top of the music. This information is the proof that you purchased each copy legally. You cannot change the name that appears on this line. This information is taken from the person who placed the order, not the organization.
What do I do if my ePrint does not print correctly the first time?
You will have three attempts to print your music successfully. If you exceed this number of prints and still do not have a successful print, please contact our technical support team by phone or email and we will be happy to help you troubleshoot the issue and reset the number of print attempts.
Can you just send me a PDF of my ePrint?
The publishers have made the decision on how their music is distributed. They will not allow PDFs because of the ability to buy one and print many. This violates copyright law. We as the retailer distribute the music as they wish.
Why do you require that I purchase five copies of my choral arrangements?
This is an industry standard requirement that has been set by publishers and composers of choral music. The correct number of copies of a piece (one for each singer, accompanist, and director) must be purchased in order to legally perform a piece. Therefore, it has been determined by consensus that a minimum of five copies are necessary for any choral piece of music purchased.
How do I remove the right angle and bull's-eye markings on my music?
The publisher's marks are part of the file and cannot be removed. These marks appear as right angles in the corners and a bull's-eye circle. They are intended so that the pages can be cut to fit traditional octavo-sized sheet music holders.
How do I print my music from my phone or tablet?
At this time, we do not support printing ePrint music from mobile devices - but we're working on it! Currently, you can browse jwpepper.com for titles and purchase them, but you must print them from a desktop or laptop computer.
I ordered single parts, but when I try to print I get an Error -3 message.
This error occurs when you try to print before selecting the specific part(s) you purchased.
  1. In ePrint, click on the view/print button to the left of the title to display the music.
  2. An overlay appears that lists all purchased parts available to print.
  3. Choose the part that you want to open to print by clicking on the name of the part.
  4. The music opens in a new tab.
Once the music appears in the preview pane, enter the Number of Copies you purchased and click the printer icon to print.
I am not seeing any of my purchased items in My Library.
If your ePrint page is blank or there are no view/print buttons next to your ePrint items, you will need to upgrade your browser to access your ePrint purchases.

Please check to make sure that you are using the most current version of your preferred internet browser. You will need to download and install this version.
ePrintGo App Help
General troubleshooting for ePrintGo
Many issues can be resolved by upgrading to the latest version of ePrintGo:
  1. Determine if you have the latest version of the app. Your current version can be found on the main menu in the lower left corner.
  2. Compare this to the version currently available from the App Store. If your version is not up to date, please log off of the app, uninstall it, and then reinstall the app from the App Store or Google Play.

ePrintGo relies on a connection to the J.W. Pepper website to download ePrint items from the My Library folder attached to your login.
  1. If the website is down or you have no signal, you will not be able to access files not already downloaded to your device. Try again in a few minutes.
  2. If you are using a different email address and password than you use on jwpepper.com, you will not be able to access your ePrint titles.

Our Technical Support Representatives are always happy to help if you receive an error code or you are unable to solve an issue using the suggestions on this page. Please contact us at 800-345-6296 x 3200 or support@jwpepper.com.
I am not able to install the ePrintGo app on my mobile device.
The device and/or operating system you are using is not compatible with the app. The app is compatible with the following Apple devices at this time:
  1. iPhone 5s or greater
  2. iPad 5th generation or greater
  3. iOS version 9.3 or greater

The app is compatible with the following Android versions at this time:
  1. Android 4.4.4 or greater
I am getting a message saying "Login error: Two-device limit reached. Please log out of another device and try again."
ePrintGo has a maximum of two simultaneous logins across all mobile devices.
You will need to log out of one of your devices in order to log in to a new device.
Please click on the main menu icon.
Click Log Out in the drop-down menu.
You should now be able to log in on the new device.
I am getting an error message "Download error connection unavailable" or "Error connection unavailable"
Please confirm that you are connected to a cellular or WiFi network. This can be done by trying to visit another website on your device. Please put your device in Airplane Mode for 30 seconds and then return to WiFi to connect.
I am getting a message "No items downloaded" or "No ePrint music downloaded to this device"
Please go to the All Items view. Tap on an ePrint title to download to your device.
The ePrintGo app crashed while I was using it. What should I do?
Restart the ePrintGo app. If the condition persists, we may need to upgrade the app. A crash occurs when the app encounters a condition from which it cannot recover and the app unexpectedly shuts down. As soon as a system crash occurs, a report is sent to us and our Technical Support department will begin to address the issue.

You will be notified by the App Store or Google Play when an update is available for download.