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Help and Support
Support:

TECHNICAL ASSISTANCE

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SOFTWARE:
  • Download RealOne
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    FAQ Topics:

    About RealPlayer
    • How can I tell if I already have the right version of RealPlayer installed?

      The latest version of RealPlayer is the RealOne Player. If you are using RealPlayer 8 or lower, you should download the latest version from http://www.real.com/

      RealOne Player will periodically check for updates to it's software, and will inform you if a new version is released.

    • I have the most recent player but RealPlayer freezes when I try to play the video.

      Open the RealPlayer. In the "Tools" menu choose "Preferences." Select the “Hardware” category, and remove the check from the "Use optimized video display" under the “Video card compatibility” section. Click "OK", then close down and restart RealPlayer.

    • I have the newest player but all I get is a black screen when I try to play the video.

      In your computer's "Start" menu, select "Settings" and then "Control Panel". Double click the "Display" icon and click the "Settings" tab. Make sure that "High Color" or "True Color" is selected and click "OK". Restart your computer if prompted.

    • I have the newest RealPlayer but it just buffers continuously without ever starting the video.

      Open the RealPlayer, and, under the "Tools" menu item at the top of the RealPlayer window, choose "Preferences". In the "Preferences" window that opens up, select the "Connections" category. If you are connected to the internet with a 56k modem, choose “56.6 kbps” from the pull-down menu as your "Normal" bandwidth, and “56.6 kbps” for your “Maximum” bandwidth. (If problems persist, try setting your “Normal” bandwidth to “28.8 kbps”)

      Next, expand the “Connection” category, and select the “Playback Settings”. Set your buffering time to at least 30 seconds in the “Buffered play” section. Click the "OK" button at the bottom of the window. Your RealPlayer should be ready to use.

    • Why do I receive a "Cannot connect to server", "Connection to proxy server could not be established" error, or similar error?

      There are a few connection issues that can cause this error, or similarly worded errors.

      • If you receive an error that says "Requested file not found, the link you requested may be inaccurate or out of date", with a file, but can link to other files with RealPlayer, the link may be incorrect. Contact the instructor and let them know which file that you had problems with.
      • If you receive an error about a network firewall or proxy server, check with your Network Manager or Internet Service Provider. Instructions for configuring RealPlayer to work with a network firewall can be found at: http://service.real.com/firewall/ If you are connecting through an ISP such as AOL, MSN, EarthLink, CompuServe, Prodigy, or a similar ISP, then you should not need to configure RealPlayer for a firewall.
      • If your Internet Service Provider (America Online, Earthlink, Mindspring, etc) uses custom software to connect to the internet, you may need to update the software installed on your system. Contact your ISP to verify that you are using the latest version of their software.
      • If you are using AOL, there are two common reasons this happens.
        • If you have not used your computer in a while, AOL's "idle timer" feature kicks in and disconnects you. Reconnect to AOL and try to access the content again.
        • If the AOL screen name you are using has restricted access levels (Parental Controls), the AOL access level specified may prohibit RealOne from connecting to content for playback. To correct this problem, change the access restrictions for that AOL screen name. For more information on Parental Controls, visit: http://www.aol.com/info/parentcontrol.html



    • Why does the presentation stop midway through?

      Sometimes, a presentation seems to have stopped, (video freezes, audio drops out, the status bar says "Buffering" or "Network Congestion") but actually, it simply needs to load more of the presentation before it will start playing again. Internet connections are not always constant, and available bandwidth tends to fluctuate as you are playing a file. When the network gets too congested, or your internet connection drops out for too long, RealPlayer will pause the presentation, wait until it has re-buffered enough of the file, and then start playing again.

      Based on the quality of your connection, and the preferences you have set in RealPlayer, the server decides which stream is best for you, and will readjust as your connection improves or degrades.

      If the presentation is stopping frequently, try adjusting the Connection settings for your RealPlayer. Under the "Tools" menu, choose "Preferences". In the "Preferences" window that opens up, select the "Connections" category. Make sure that your “Normal” and “Maximum” bandwidth settings do not exceed your internet connection. If the problem persists, try lowering the setting of the “Normal” bandwidth.