Speed Troubleshoot for the Most Common Issues

Below is a quick list of steps you can do to fix the most common issues users may come across with Piano Marvel.

 

  • Retry the Song
  • Refresh/Reload the Page
  • Reconnect the MIDI Cable
  • Re-Configure your MIDI Instrument
  • Restart the Piano (Turn off then on again)
  • Restart the Computer or Device
  • Run updates for FireFox and or Google Chrome (for whichever browser you prefer to use) https://www.youtube.com/watch?v=AkXsnQLMZzM
  • Run your Windows or Mac Updates to the Latest Versions Possible

 

 

If these steps do not help, please look below for other common questions and solutions.

Minimum System Requirements for Piano Marvel

 Operating system Requirements

  • Window 7 (with all possible updates) or later
  • Mac OS 10.8.5 or later
  • iPad with iOS 10 or later, preferably iOS 12 or later

Hardware requirements

  • Windows or Mac with Minimum of 6 GB RAM
  • USB port

Piano Requirements

  • Level 1 can be completed with 49 keys or more, but we recommend 61 keys or more.
  • We do recommend having 88 keys once you get to level 3 and higher, if possible.  You will be able to play many pieces with less keys, but you may not be able to complete them 100%

 

 

If you have specific questions about your setup, please feel free to email us at contactus@pianomarvel.com!

How do I connect my MIDI cable?

A MIDI connection is required to use Piano Marvel in assessment mode which provides player feedback, scores, and progress tracking. There are currently three MIDI connection methods. a MIDI interface cable, a USB transfer cable or Bluetooth MIDI (Look at the Bluetooth MIDI title below for details) Your MIDI instrument may be compatible with one or all of these connection methods. You can order cables on our online store if you don’t already have what you need.

MIDI INTERFACE CABLE

If your instrument has a MIDI in and MIDI out port on it, you can use a MIDI interface cable for your MIDI connection. To connect the
cable properly:

  1. The MIDI “in” connector should connect to the “out” port, and the MIDI “out” connector should go to the “in” port. (Note that if you have an M-Audio MIDI interface cable, this is not the case)
  2. Please make sure that the USB end of your cable is securely connected to your computer or device and is not kinked.
USB TRANSFER CABLE

If your MIDI instrument has a USB to host connection with the square USB connector, then you can use a USB transfer cable for your MIDI connection. This is also commonly referred to as a printer cable.

Audio Set up/when to use which cable?
The best setup for your audio will depend on the audio connections that your piano/keyboard has available. We recommend watching the video below for a walkthrough of different audio setup options.

https://youtu.be/FkezfTRBt5o

Reading Page Turns in Piano Marvel
Reading page turns in Piano Marvel is really easy. If you are not familiar with reading the page turns, however, please watch this video to see it in action.

https://www.youtube.com/watch?v=d0YIMYYISSE

How do I update my billing information?
  1. Go to https://www.pianomarvel.com and click on the account login link at the top or go to https://pianomarvel.com/users/login
  2. Once you are at the account login page enter your username and password to log in
  3. Once you are logged in click the link “Change Your Subscription Payment Method” and update your payment information on the next page
How do I redeem a gift card or subscription code?

If you already have a Piano Marvel account (free or premium) follow these steps:

1. Visit https://www.pianomarvel.com

2. Click the “Account Login” link and log in

3. Click on Billing and click the Subscription Code box and enter your code in the space provided.

 

If you have not yet started a Piano Marvel account (free or premium) follow these steps:

1. Visit https://www.pianomarvel.com

2. Click the “Create an Account” link

3. Setup a free account and then follow the steps above.

How do I link to my teacher's account?

1. Go to https://www.pianomarvel.com and log into the application.
2. Once logged in click on the profile tab in the upper right corner where it shows your name and select My Teacher.
3. Click on the edit button at the right end of the teacher space and then enter your teacher’s email address, username, or referral code in the box and click the “Assign Teacher” button.

Can I link my students to my teacher account?

Music students can link their account to a teacher. This allows the teacher to view practice information such as scores, practice minutes, and other accomplishments in teacher reports.

For security reasons, a teacher cannot link to a student account, but a student can link to a teacher account. If you would like your students to link to your teacher account, please ask your students to follow these steps.

 

    1. Go to https://www.pianomarvel.com and log into the application.
    2. Once logged in click on the profile tab in the upper right corner where it shows your name and select My Teacher.
    3. Click on the edit button at the right end of the teacher space and then enter your teacher’s email address, username, or referral code in the box and click the “Assign Teacher” button.

How can I create and manage a parent account?

Parent accounts are used by schools and large studios (Usually 25+ students) to set up and manage student accounts. Please contact Piano Marvel at 866-680-1290 or contactus@pianomarvel.com to get more information.

 

How many keys should my keyboard/piano have to use Piano Marvel?

We recommend 61 keys or more for most of the songs and exercises. You can do the exercises in levels 1 and 2 with less than 61 keys. For levels 4 and up we recommend an 88 key keyboard.

 

Visit our Online Store to see recommended equipment ->

I can't hear what I play/I have a MIDI controller

If you are using Piano Marvel with a MIDI controller, you will want to enable the virtual piano option. This will allow Piano Marvel to produce a piano sound when you play the keys that you will hear either through your device speakers, or headphones. You can enable the virtual piano in one of two ways.

 

      1. From the dashboard, click on “Menu Options” and select “Instrument Settings.” In the Instrument Settings window, turn up the Virtual Piano volume slider.

      2. You can also enable the virtual piano by adjusting the instrument volume in the play controls. Simply open any song, then select the play controls at the bottom, and turn the virtual instrument volume up. 

iPad: I don't hear any sound from Piano Marvel
The Piano Marvel iPad app sound is controlled by the ringer settings on the iPad. Please check the following.
1. If your iPad has a mute switch, please make sure it is set to the “Ringer On” position.
2. On some iPads, the ringer sound is controlled in the “Control Center” You should be able to access this by swiping up from the bottom on your iPad. Please make sure that they “Mute” setting is set to “off” 
3. Please check that the volume on the iPad is turned up. 
Once these settings have been checked please return to the Piano Marvel app and test the sound. 
PC or Mac: I don't hear any sound from Piano Marvel
1. In a piece or exercise, look in the Play Controls in the lower right corner and make sure that the Accompaniment volume is turned up.
2. Check your computer volume to make sure it is turned on and that no external speakers or headphones might be connected.
3. Restart the computer and try the exercise or piece again.
4. If the audio is still not functioning, please email our support team at contactu@pianomarvel.com.
How can I connect to Bluetooth MIDI?

Currently, Bluetooth MIDI works for iPads and most Mac computers.

Windows computers are also Bluetooth MIDI capable using the instructions in this article here: http://newbodyfresher.linclip.com/how-to-use-with-daw.

 

Watch this video to see how to set up Bluetooth MIDI on a Mac:  https://www.youtube.com/watch?v=TuRXxqNGp5o

Watch this video to see how to set up Bluetooth MIDI on an iPad:  https://www.youtube.com/watch?v=gXeEpRjBhkI&t=27s 

Clear Cache: How do I delete song files from my computer?

In some cases, it may help to clear out the song cache on your computer. The video below shows how to do this on PC and on Mac computers.

What is the difference between Assessment Mode and Book Mode?
If you have been using Piano Marvel a while, you have probably been using it in Assessment Mode. Book Mode was introduced in Spring of 2016. If you are using a MIDI enabled piano you will be using Piano Marvel in assessment mode by default. This gives you all of the best features. If you are using Piano Marvel with an acoustic piano, you will want to use Piano Marvel in Book Mode. Here are the key differences between the two modes:

Assessment Mode:

  • Provides feedback on your performance
  • Tracks your lesson & song progress automatically
  • Allows for SASR tests
  • Tracks practice minutes

Book Mode:

  • No feedback on your performance
  • Allows you to manually track song progress
  • No SASR tests
  • Tracks practice minutes
How do I install the plugin?

 

The plugin is only used on PC or Mac, it is not needed for the iPad app.

1. Go to www.pianomarvel.com using Google Chrome or Firefox and click on the “Launch App Now” link.

2. If the plugin is not installed you should receive a prompt to download and install the plugin. Click the download link.

3. Once the download has finished, you will need to open/run the plugin that you downloaded. If you don’t see it at the bottom of the screen, you should be able to find it in the downloads folder.

4. Once you have opened the installer, follow the on-screen prompts to complete the installation. Once the installation is complete you will be ready to start.

5. Return to pianomarvel.com and click the “Launch App” link. You should now be able to log in and use the program.

How do I reinstall the plugin?
Instructions for Windows Computers:

1. First, we need to uninstall the current plugin. Go to the control panel and select the programs section.

2. Look for the Piano Marvel plugin in the list of programs and double click it to uninstall. Windows will then guide you through the uninstall process.

3. Once the plugin is uninstalled, open either Google Chrome or Firefox and visit https://pianomarvel.com/login. Once there, you will be prompted to download the plugin. This will automatically recommend the latest plugin version available.

4. Once the plugin is downloaded, please open the downloaded Piano Plugin file to run the installer, then follow the installation instructions. (Note: Though it is not required, it is recommended that you restart the computer after installing)

Instructions for Mac Computers:

1. First, we need to uninstall the current plugin. Open the applications folder and search for the Piano Marvel folder.

2. Drag and drop the Piano Marvel folder into the trash bin or delete it to uninstall.

3. Restart your computer to clear out any remaining running files.

4. Once the plugin is uninstalled, open either Google Chrome or Firefox and visit https://pianomarvel.com/login. Once there, you will be prompted to download the plugin. This will automatically recommend the latest plugin version available.

5. Once the plugin is downloaded, please open the downloaded Piano Plugin file to run the installer, then follow the installation instructions.

6. Once the installation is complete, please restart the computer again.

 

How do I restart the plugin?

If you have already installed the Piano Marvel plugin and you are seeing a message “Plugin Not Found” Please check the following.

1. Please make sure that you are using either Google Chrome or Firefox. Other browsers are not compatible at this time.

2. For Windows plugin version 10.15 or later, please click Piano Marvel desktop icon to open the plugin. Then click the “Restart the application” button.

3. For Mac computers, restarting the computer will restart the plugin.

How do I unsubscribe?
1. Go to www.pianomarvel.com and click on the account login link at the top or go to https://pianomarvel.com/login

2. Once you are at the account login page enter your username and password to log in

3. Once you are logged in, click on your name in the upper right hand corner, select Account, then choose Billing from the left hand menu, click the box “Unsubscribe” at the bottom right corner of the page and confirm your choice to unsubscribe. This will stop all future charges but your account will remain active until the end of the billing cycle.

4. If you subscribed through the iPad/on iTunes, your subscription will have to be managed through iTunes.

Note: Your account and account information will not be deleted if you unsubscribe. This means that if you unsubscribe for any amount of time and then return to activate your account again, your practice trophies will still be saved for you just as they were when you unsubscribed.

How do I upgrade from a free account to a premium account?

With a premium account, you have access to all levels in Piano Marvel, premium content, and unlimited SASR tests. Please follow these steps to upgrade.

1. Go to www.pianomarvel.com and click on the account login link at the top or go to https://pianomarvel.com/login

2. Once you are at the account login page enter your username and password to log in

3. Once you are logged in click your name in the upper right corner, and click on Upgrade to Premium, or select Account, and then Billing from the left hand menu.

4. Enter your billing details and submit

Note: For monthly subscriptions, your card will be billed monthly starting on the day that you first upgrade/subscribe. Also with annual subscriptions, your card will be charged automatically each year.

If you are upgrading on iPad, your subscription will be managed through iTunes.

I'm not getting a score in Piano Marvel or (No MIDI connection)

 

 If you are not getting a score in Piano Marvel it could be caused by several things. Please try the steps below to troubleshoot this issue.

1) Browser

We recommend using either the latest version of Google Chrome or Firefox. If you are already using one of these browsers, please try the other.

2) Check Your Plugin Software Version

Make sure that you are using the latest version of the Piano Marvel plugin.  Please visit http://pianomarvel.com/download to find the latest version for your system.

3) MIDI Connection

Make sure that the MIDI cable is connected properly. On most cables, there is an input and an output. Usually, the input of the cable goes to the output of the keyboard and the output of the cable goes to the input of the keyboard. Check the MIDI cable’s documentation to verify if your cable should be connected this way. (Note: if you have an M-AUDIO MIDI cable, this is not the case. It will connect in to in and out to out)

4) Drivers

Check the MIDI cable manufacturers website for drivers for your MIDI cable. If your instrument connects through USB only, the manufacturer of your instrument should have drivers available on their website.

5) Restart

Please restart your computer after installing any drivers.

6) USB Ports

If you are still having MIDI connection problems, close out of Piano Marvel, switch the MIDI cable to another USB port, and try again. Also, if you are using a USB port hub, try plugging the USB plug straight into the computer. Some USB hubs can cause communication problems.

7) System Requirements

Make sure that your system meets the system requirements for Piano Marvel to run.

Windows: Windows 7 (with Windows updates), Windows 8, Windows 10 (At least 4GB RAM, recommended 6GB or more)

MAC: OSX 10.8.5 or later (Must have an Intel Core Processor) (At least 4GB RAM, recommended 6GB or more)

iPad: iPad operating system 12 or later

Android, Chromebook, and Linux are not supported at this time.

How do I whitelist Piano Marvel to run on computers, iPads and networks?

PC Whitelisting:

1. Check the Windows firewall settings to ensure that the Piano Marvel plugin is allowed through the firewall.

2. If the computer has antivirus software installed, check that the software settings are allowing the Piano Marvel Plugin to run  (Usually located at C:/Program Files X86/Piano Marvel Plugin/Startup)

3. If the computer has antivirus software installed, check that the software settings are allowing the Piano Marvel Plugin to connect to the internet.

MAC Whitelisting:

1. Check the MAC firewall settings  (Under System Preferences/Security & Privacy) to ensure that the Piano Marvel plugin is allowed through the firewall.

2. If the computer has antivirus software installed, check that the software settings are allowing the Piano Marvel Plugin to run  (Usually located at Macintosh HD/Applications/PianoMarvel/PianoPlugin)

3. If the computer has antivirus software installed, check that the software settings are allowing the PianoPlugin to connect to the internet.

iPad Whitelisting:

iPads will only be restricted by network settings. See “Network Ports” below.

Network Ports:

If you have removed restrictions on your firewall and are still unable to connect the Piano Marvel plugin to the internet, please ensure that ports 5010, 19420 and 80 are open. Piano Marvel will attempt to use port 5010 first and default to port 80 if it is unavailable. Ports 5010 and 19420 use a web socket protocol to connect the plugin to the browser.  

Does Piano Marvel run on Android or Chromebook?

At this time, Chromebook or Android devices are not supported.