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You may not hear sound when playing files with RealOne Player if there are problems with the particular file you are playing or with your system's sound configuration, or if the sound card drivers are out-of-date. To resolve this problem, you may need to play other files, adjust your computer's sound configuration, close other programs, or update your sound card drivers.

Solution 1: Try playing other files.

Some files may not have sound; some Web sites may have problems with the sound part of their presentation.

To rule out a problem with the file, try playing sample sound files:

1. Open http://service.real.com/test/ in your Web browser.
2. Click the links that match your connection speed. Dial-up modem users should choose the 28K or 56K links.

If the sample sound files play, then the problem may be with the specific file you were trying to play.

Solution 2: Adjust the system volume levels.

RealOne Player plays sound using the Wave Out controls of your sound card. If the Play Control sliders are muted, RealOne Player will not play sound.

To adjust your system volume levels, you will need to access the speaker icon on your taskbar. If you have Windows XP and you do not see the speaker icon on your taskbar, please read How do I add the speaker icon to my Windows XP taskbar? for instructions.

To make sure the volume is not muted on your system:

1. Double-click the speaker icon next to the clock in the lower right corner of your screen.
2. In the Play Control dialog box, make sure that all of the Mute boxes are clear.

If the Play Control dialog box does not display the Play Control or Wave sliders, add them:

1. Double-click the speaker icon, select the Options menu, and choose Properties.
2. In the Show the following controls section, select Play Control and Wave.
3. Click OK.

Solution 3: Set your computer to use only the preferred sound device (Windows 98/ME only).

If your computer has multiple sound configurations, RealOne Player may not be sending the information to the correct place. Setting Windows to use only Preferred Devices will eliminate conflicts caused by multiple sound configurations.

To use only Preferred Devices:

1. Click the Start button, then choose Settings, and then Control Panel.
2. Double-click the Multimedia icon.
3. Select Use Preferred Devices Only check box, and then click OK.

Solution 4: Close Background Programs

RealOne Player may not be able to access the sound card if another program is using it. Temporarily disabling these programs may allow RealOne Player to play sound.

For instructions on temporarily disabling background programs on Windows, please see Close programs running in the background in Windows.

Solution 5: Update your sound card drivers.

Your computer uses driver software to send information to the sound card. RealOne Player may not be able to play sound if the driver software is out-of-date, corrupt, or has other problems.

To resolve these issues, we recommend that you update your sound card drivers on a regular basis. To verify that you are using the latest drivers, contact your sound card manufacturer or visit their Web site. " How do I fix the poor audio or video playback that began after I installed Norton Internet Security? "After installing Norton Internet Security, you will see lengthy interruptions (10 seconds is common) of the player''s operation and/or corruption of the data stream during video or audio playback. Symantec is aware of this problem and has resolved the problem in Norton Internet Security, version 3. If you are unable to update to Norton Internet Security version 3 or later, you will need to disable Norton Internet Security before using RealNetworks player software and re-enable it afterward. " How do I exit Full Screen mode? To exit Full Screen mode, use the [ESC] key ("escape key") on your keyboard
Why do I hear no sound when I play files with RealOne Player?
Why is the Video distorted or RealOne Player have problems / crash when I try to play a video clip?
This article offers troubleshooting steps to resolve crashes and Invalid Page Faults that happen when you try to play a video. These steps also can resolve distorted video, where, instead of a clear video picture, you see:

an empty magenta or black square;
a snowy, static-filled picture that moves;
a video with a green tint that is distorted;
video with stripes in all or part of the screen;

video that is stretched vertically or horizontally in one direction, making the picture look long and flat, or tall and thin.

These problems occur when your computer is using a video card that does not understand the instructions that RealOne Player is giving to it. You may be able to resolve this problem by: setting your video display to 16-bit color;

updating your video card drivers;
installing the latest version of DirectX;
lowering the hardware acceleration of your card;

disabling optimized video in RealOne Player.
Why is my video not displaying or being distorted?
To deliver the best video in the fastest possible way, RealPlayer uses the latest optimized video protocols. Not all video cards or their drivers will function properly with this optimized approach. If a video card or its drivers are incompatible you may see unexpected results (see The Symptoms below).

Symptoms

Incompatibility with optimized video usually displays itself in one of the following four ways:

You do not see any video in RealOne Player Presentation Area. All you see is an empty, magenta square.
You do not see any video in RealOne Player, only a snowy picture that moves.
You see video in RealOne Player but it has a green tint to it and may be distorted so that you only see stripes of the video or only part of an enlarged picture as if you were looking through a hole at a larger screen.
You see video in RealOne Player but it is stretched vertically or horizontally in only one direction distorting the picture into a long, flat picture or a tall, thin one.

If you are experiencing one, or more, of these symptoms, read and perform the Test below to be sure that the problem is the use of optimized video and not some other conflict.

Confirming the problem

After seeing any or all of the above symptoms, do the following to make sure it is an optimized video issue:

Connect to a video clip or click play to start playing a loaded video clip.
Wait until the video is exhibiting one of the above symptoms.
Click and hold on the menu bar (the top) of RealOne Player.
Drag RealOne Player to a new location on your desktop.

IF you saw the video playing properly while you were dragging your RealPlayer but the problems reappeared when you stopped dragging your RealPlayer (or shortly after you stopped dragging it):

Select Tools>Preferences from your menus.
Select Hardware and look at the Video card compatibility section.
Clear (uncheck) Use optimized video display.
Click OK.
Attempt to play the video again.

If you still do not see the video playing properly then other issues may be affecting your RealOne Player. Contact Technical Support at http://service.real.com for access to the RealPlayer Frequently Asked Questions (FAQ) and other up-to-date and technical information.

If you update or change your video driver or video card, you should again select Use optimized video display to see if it works properly. If it does not, follow the procedures above again to solve the conflict.
How do I determine if I am behind a firewall?

To configure RealPlayer 8 to receive UDP through a single port:

Start RealPlayer.
Click the View menu and choose Preferences.
Click the Transport tab.
Select Use Specific UDP Port and type the UDP port value. Ask your network manager or firewall administrator which port number to use.
Click OK to save your changes.

Receiving Clips Through TCP Only

RealPlayer 8 automatically selects the most efficient transport for your network without any intervention. You should only change this setting if you are experiencing problems receiving RealAudio and RealVideo clips or you have been notified by your network administrator that you should change this setting.

To configure RealPlayer 8 to use only TCP:

Start RealPlayer 8.
Click the View menu and choose Preferences.
Click the Transport tab.
Click Use specified transports.
Click the RTSP Settings button.
Select the Attempt to use TCP for all content check box.
Click OK.
Click the PNA Settings button.
Select the Attempt to use TCP for all content check box.
Click OK.
Click OK on the Preferences dialog box to save your changes.

Receiving Content Through HTTP Only

The HTTP Only option allows computers behind a firewall to access RealAudio and RealVideo content with RealPlayer 8. Quality may not be as good as the other options, however.

To configure RealPlayer 8 to receive content through HTTP Only:

Start RealPlayer 8.
Click the View menu and choose Preferences.
Click the Transport tab.
Click Use Specified Transport.
Click the RTSP Settings button.
Click Use HTTP Only.
Click OK.
Click the PNA Settings button.
Click Use HTTP Only.
Click OK.
Click OK on the Preferences dialog box to save your changes.

How do I configure Real Player to work from behind a firewall?
If your computer is on a network protected by a firewall, and you are having trouble playing media with RealPlayer, the firewall may not be configured to allow RealPlayer traffic.

First, you might want to find out whether a firewall is the problem. If you determine that there is a firewall on your organization's network or your Internet Service Provider (ISP), the ideal solution is for the firewall administrator to allow RealPlayer traffic on the firewall.

If you know that there is a firewall in place that has not yet been configured to allow RealPlayer traffic, RealPlayer can receive streamed media without compromising the security of the firewall. Before implementing the steps in this section, be sure to check with your firewall administrator regarding your organization's policies on Internet access.

The Auto-Configure method automatically detects which transport methods are available to your RealPlayer and selects the highest quality method. If you are not sure which method to choose, click Auto Configure. Otherwise, ask your firewall administrator which option you should choose. You will need to know the port numbers for the UDP and TCP choices.

Auto Configuration

If your configuration changes, or if you lose the ability to play content, run Auto-Configure:

Start RealPlayer 8.
Click the View menu and choose Preferences.
Click the Transport tab.
Click Automatically Select Best Transport.
Click the Auto-Configure button. The Automatic Transport Configuration window appears.
Click OK to start the Auto-Configure process.

Receiving Clips Through a Single UDP Port

The UDP option offers better sound quality than TCP. RealPlayer also offers the ability to limit those inside a firewall to receive UDP on only one port, which makes router configuration easier.
How do I install RealOne Player for Mac OS X onto my Macintosh?
To install RealOne Player for Mac OS X onto your Macintosh, first be certain that your Macintosh meets the minimum system requirements. Then delete any previous versions of the player, and then download and unstuff the install file.

Ensure that your Macintosh meets the minimum system requirements for installation:

Mac OS 10.1.1 or later.
128 MB Ram.
G3, G4, Mac OS X compatible.
Internet connection.
Internet Explorer 5.1 or later or Netscape 6.2 or later.

If your computer does not meet these minimum requirements, you might be able to install RealOne Player, but it may not operate properly and will not be supported.

Delete any previous versions of RealOne Player or RealPlayer.

Before downloading the latest RealOne Player, delete any existing versions of RealOne Player or RealPlayer. To uninstall those programs, drag the application folders into the Trash. You can use the Finder's File - Find feature to look for any previous installations; just search for RealOne and RealPlayer, and then move anything found into the Trash.

Be sure to empty the Trash before downloading a new version of RealOne Player for OS X.

Visit http://www.real.com/ to start the download.

Our Web site will detect the operating system of the computer you are using. If you are using a Macintosh with OS X, you should see a large orange button labeled
Is there a Mac OS X version of RealOne Player?
You can download RealOne Player for Mac OS X by visiting our Web site at www.real.com.
What are the system requirements for RealOne Player for Mac OS X?
Why do I receive "cannot connect" error messages with RealOne Player?
"Cannot connect" errors generally mean that RealOne Player did not connect to the computer that serves the media content (the server); they may also mean that the link you clicked is out-of-date. Common ""cannot connect to server"" errors include:

Cannot connect to server.
Unable to connect to server.
Unable to establish connection to server.
Check network transport settings (or run auto-configure).
RealOne Player not able to successfully connect to a server for playback.
Cannot connect to server, the link you requested may be inaccurate or out-of-date.

Connection errors that occur on specific sites or that only occur once in a while are not usually a cause for concern. Occasional errors tend to occur when traffic is high on the Internet, the site hosting the files is down, or the files have been moved.

Connection errors that occur at all sites on a recurring basis may indicate a problem with RealOne Player or your Internet connection. You may need to reconfigure RealOne Player or your Internet Service Provider's connection software to allow RealOne Player to connect.

Solution 1: Play clips from the RealNetworks Customer Support samples page.

If you attempt to play a file that has been moved, you will receive ""link out-of-date"" errors. These errors occur if the Web site hosting the files has not been updated since the file changed.

To verify that the problem is not caused by RealOne Player, play sample clips from the RealMedia Samples page:

Open http://service.real.com/test/ in your Web browser.
Click the links there that match the connection speed of your Internet connection (for example, 56K).

If the links from this site play correctly, RealOne Player is not the cause of the error you are receiving from the other site. The links at the other site either are written incorrectly or need to be updated. Solution 2: Play files during "off-peak hours."

You may receive connection errors when playing files or downloading updates for RealOne Player if the Internet or your Internet Service Provider is experiencing high traffic.

This problem typically occurs during ""peak hours"" when network traffic is highest. By playing files or updating at another time, you can usually avoid connection problems caused by high traffic.

Solution 3: Manually configure RealOne Player to use HTTP only.

On some networks, it may be necessary to configure RealOne Player to use the HTTP Only option to connect to the Internet. This option allows a player operating behind strict firewalls to access programming. However, quality may not be as good as with other connection options.

To configure RealOne Player to receive content via HTTP only:

On the Tools menu, click Preferences. The Preferences box opens.
In the Category pane, do one of the following: RealOne Player v2: under Connection, click Network Transports.
RealOne Player: double-click Connection to open it, and then click Network Transports.
Click the Manually configure connections settings check box.
Click the RTSP Settings button.
Click to clear all boxes except Attempt to use HTTP for all content, then click OK.
Click the PNA Settings button.
Click to clear all boxes except Attempt to use HTTP for all content, then click OK.

Click OK.
How does high traffic affect my RealOne Player?
The timestamp (on the right side of the Status Display bar) normally displays the amount of time you have been connected to the Internet via the RealOne Player. The Play Icon (a triangle on the left side of the Status Display bar) shows the current quality of the Internet connection, called Net Health.

Net Health is indicated by the color of the Play Icon:

A green Play Icon represents a good Internet connection.
An orange Play Icon indicates that some information is being lost.

If you have a fast Internet connection, this will likely not hinder your playback quality. Moderate server or Internet traffic can cause this. If the orange Play Icon displays for more than a few seconds, you will notice audio and video degradation. Audio may begin to sound hollow and tinny. Video may appear blocky or choppy (like a slideshow). A red Play Icon tells you that there is severe information loss and that the Internet is trying to communicate with your RealOne Player. This communication causes the playback to pause. Severe Internet or Web site congestion will cause this to continue for longer periods, or cause connection to be lost. If you see the message Communicating... or Contacting... for long periods, this indicates high traffic on certain links or during special coverage.
How can I tell if playback is being affected by high network traffic?
One of the most useful tools for determining the quality of your network connection to the streaming server is the "trace route" command. Run from a dos prompt, this command will show you all of the network “hops” between your machine and the streaming server and the respective response time from each of the “hops” along the way.

To do a “trace route” :

Click on your “Start Menu” button in the Windows task bar.
Select “Run” from the menu.
Type “cmd” in the dialogue box.
A dos window will open and you will see C:\> followed by a flashing cursor.
Type in “tracert stream1.aebn.net” (do not use quotation marks) and hit the “Enter” button.

Information will begin to display indicating each computer along the network and their response times measured in “ms”. Each entry is one “hop” along the network.

Fewer “hops” is always better, and response times from each hop along the way should not exceed 60-80ms to maintain a good connection for streaming. A response time indicated by a “ * “ indicates that there is data loss occurring at that point on the network. These “hops” are computers on the internet that are relaying requests from your machine to our servers and video streams from our server to your machine. We have no control over the machines outside our network or the route the data takes when being transmitted back and forth. If “timeouts” occur in the first few hops, it could be a problem at your local ISP which you may wish to report to them."
Could it be a problem with my RealOne Player?
You can always double-check that your RealOne Player is functioning properly. To rule out a problem with your RealOne Player, try playing sample files:

Go to http://service.real.com/test/ in your Web browser.

Click the links that match your connection speed. Dial-up modem users should choose the 28K or 56K links.

If the sample files play, then RealOne Player is functioning correctly. The problem may be with the specific file you were trying to play.
How can I spot a high-traffic problem?
The RealOne Player is handling Internet traffic well when the Play Icon is green, content is playing, and the timestamp is counting up normally.

Here are some high-traffic signs to watch for, in increasing severity:

Play Icon is flashing between orange and green, content is playing, and the timestamp is counting up normally.
Play Icon is steady orange, content is playing, but degrading. Timestamp is counting up but at more of an irregular interval. Audio may begin to sound hollow and tinny. Video may appear blocky or choppy (like a slideshow).
Play Icon is red, content has long pauses or has stopped on single frame, and the clip title has been replaced by the word Communicating... (dots after word are animated). The timestamp has stopped counting up.

Clicking on a Web link or attempting to play a file from the RealOne home page returns an error such as "File not found," "Connection could not be established," or "Content unavailable." This is a temporary problem.

These problems with your video playback signal a high-traffic issue. Unfortunately, high network traffic is beyond your control, and you may just need to try again later. "
Why can't my player connect ? why does it keep buffering? Why is video quality poor ?
There are many variables involved in the complex process of streaming audio and video across the internet, and any number of those variables can cause problems in the streaming process resulting in loss of connection, extensive buffering or poor audio / video quality.

Most often, network congestion is the primary reason for quality of service and player connection issues. This is the first place to start when troubleshooting streaming video problems.

If you have a slower connection (i.e. dial-up access) and/or use a large service provider (i.e AOL) you will probably experience this more than usual.

Even if you are connecting through a high-speed line there are still times that the internet is so congested with traffic that you will get these types of problems. It is akin to trying to merge onto the Interstate during 5:00 traffic.

All of these parameters are out of our control and we apologize for any inconvenience that this may be causing you.
How do I install RealOne Player for Windows on my computer?
Before you install RealOne Player for Windows on your computer, please be sure that your computer meets or exceeds the minimum system requirements.
To download and install RealOne Player:
1. Visit http://www.real.com/.
2. Choose the RealOne Player version you want:

the free RealOne Player
the free Trial version, which converts to a paid
subscription after 14 days

3. Download the install file. The download begins automatically through our RealDownload Express (RDX) utility.

Note: If your system is not set to allow the use of ActiveX, or your Internet security settings are too stringent, the download utility may stop working. If you experience trouble with the RDX utility or you prefer to download the installer manually, simply select the Restart Download link located within the download page.

4. When prompted to install RealOne Player, choose either Yes or Cancel:

If Yes, it installs automatically.
If Cancel, the RDX window disappears and you can manually download by clicking the restart download line. Once the download finishes, the installation begins.

Note: If during the installation you receive a warning that you have run out of disk space, clear the temporary Internet files and adjust your system’s Internet security settings:

Click the Windows Start button, point to Settings, point to Control Panel, and then click Internet Options.
On the General tab, click Delete Files, and then click OK.
Click the Security tab.
Click Default Level, and then click OK.

Quit all programs, and then try to download again using your Web browser.

Windows XP known issue:
Microsoft has documented a video driver incompatibility issue that can cause a blue screen when the Windows XP operating system becomes idle (for example, during a long download using a modem). If you experience this, please see the article Why do I get a blue screen during a download in Windows XP? for instructions. "
Why does Real Player give me access denied when I try and view a movie?
If you receive a "Access Denied" message when you login to watch a movie then you might be out of time. Login to the "User Info" section of the site and view your available time bank. If you have time in your bank and are still receiving this message then please send an email to TechSupport stating the problem and we will respond to you by email within 24 hours.

If you receive a "Access Denied" message when you login to watch a movie then you do not have a valid rental of the movie you are attempting to watch. Login to the "Your Rentals" section of the site and view your movies. If you have time left on the movie and are still receiving this message then please send an email to TechSupport stating the problem and we will respond to you by email within 24 hours.
Why can't my Real Player connect or why does it keep buffering?
There are certain aspects of our system that are beyond our control. Our site was designed for high-speed internet access (cable modems, DSL-Lines, etc). If you have a slow connection (i.e. phone line access) and/or use a large service provider (i.e AOL) you will probably experience this more than usual. There is also the problem of net congestion. Even if you are connecting through a high-speed line there are still times that the internet is so congested with traffic that you will get these types of problems. It is akin to trying to merge onto the Interstate during 5:00 traffic. All of these parameters are out of our control and we apologize for any inconvenience that this may be causing you.
I have Realplayer 8 installed but I can't view some of the movies.
Reason: We have encoded movies with Realplayer 7 in the past. For some reason Realplayer8 does not automatically get the "Real G2 with Flash" plugin which allows Realplayer 8 to view the older files.

Here's how you fix it.

In Realplayer do VIEW----PREFERENCES----UPGRADE
1. Where it says "Realplayer Plug-ins" click on "settings".
2. This will tell you which plugins have been installed.
3. Scroll through the list to see if "RealG2 with Flash PlugIn" is there. If it isn't, then that is why you can't see the Older movies.
4. Here's how you get it: Click "OKAY" and go back to the Upgrade section, then click on "Check for Update Now" (An advertisement will popup,close it) Now you will see a recommended update, click on customize and make sure you get the "RealG2 with Flash Plugin"
Why does Real Player keep asking me for my Username and Password?
If Real Player continues to ask you for a username and password and does not allow you to view a movie there could be a couple of reasons. One reason would be an incorrect username and/or password. Usernames and passwords are case sensitive. Try logging into the "User Info" section of the site. If you can log into the "User Info" section then there must be another problem. Please email with your username and we will take a look and get back to you. If you can not log into the "User Info" section then you have an incorrect username and/or password. Please refer to the help section on forgotten Username/Passwords and follow those directions.
Minimum Computer Requirements

	Windows	Unix	Linux	Macintosh
Processor	90MHz Intel Pentium or equivalent	250 MHz UltraSparc or equivalent	120MHz Intel Pentium or equivalent	604 PowerPC* (200 MHz or equivalent)
RAM	32 MB	48 MB	32 MB	64 MB
Modem	56.6 kbps	56.6 kbps	56.6 kbps	56.6 kbps
Sound Card	16-bit	16-bit	16-bit	16-bit
Video Card	16-bit	16-bit	16-bit	16-bit

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