IMPORTANT NOTE: If you have received this error, you are not using the latest RealPlayer. RealPlayer 8 Basic is a FREE, recommended update available for Windows 95/98/NT and recent Macintosh systems.

If your system meets the minimum system requirements, we recommend that you update your player now by clicking here and following the download and installation instructions.

Error #11 This document is not a RealAudio document.

This error message usually indicates that the RealAudio Player or RealPlayer attempted to play a file that is not in a RealAudio or RealVideo format accessible by that Player. Each version of the Player can only access specific types of media.

• RealAudio Player 3.0 can access files with the .ra, .rpm, or .ram file extensions.
• RealPlayer 4.0 can access files with the .ra, .rv, .rpm, or .ram file extensions.
• RealPlayer 5.0 can access files with the .ra, .rv, .rm, .swf, .rpm or .ram file extensions.

A Newer Version of the Player May Be Required to Play the File

If the file causing the error message does have a correct file extension, then it was created with technology that your Player cannot support. For example, a .ra file created specifically for 5.0 and later Players is not compatible with 3.0 or 4.0 Players.

To successfully play the file, the Player needs to be updated to the current version. To update your Player for free, please visit http://www.real.com/products/player/index.html.

Error 11 on a Macintosh System

If you are receiving the above error on a Macintosh System, it could be for the following reasons:

• Possible Extension Conflict on Macintosh
• Need to Rename Hard Disk Title or Folder

Error 11 When Testing Newly Created Content

If you are a RealAudio/RealVideo Content Provider, and you are receiving Error 11 from files that you have created, it could be for the following reasons:

• You need to FTP as "Raw Data" rather than "MacBinary"
• Your .RAM or RPM file was created in Microsoft Word or Word Pad

Possible Extension Conflict on Macintosh

If you are receiving this error on a Macintosh it is usually the result of an extension conflict, though it can be caused by other problems.

To determine if you have an extension conflict, you need to minimize the extensions used by choosing only the System 7.5.x or System 8.0.x extensions in Extension Manager.

To do this:

1. Open the Control Panel under the Apple menu.

2. Set the Extension Manager to start up with just the system 7.5.x or 8.0.x extensions active. The system will have connectivity, and only the standard set of Apple's features and extensions will be turned on.

3. Restart the computer. Rebuild the Desktop when the system restarts by holding down the Option and Command keys.

If this does not change the behavior, you need to perform some troubleshooting steps to isolate the problem.

Try playing a RealAudio or RealVideo file without using the browser. Select Open Location from the File menu in the RealAudio Player or RealPlayer. Enter the following address:

http://service5.real.com/ramfiles/ra3.0/mozart/288.ram

If this works, it is likely that either the browser's helper is not configured to play .rm, .ra, or .ram files or there is some other browser configured to play these files. Please verify this in the browser's helpers settings.

If the above test fails, send e-mail to Technical Support using the Contact Support page.

Hard Disk Title or Folder Needs to be Renamed

If you receive an "Error 11: This document is not a RealAudio document" with every attempt to play an RA file using the MacOS, you may have run into a bug in the 3.0 RealAudio MacOS Player.

If a special character such as a "/" or the backspace character is in the title of a hard disk or folder that contains Player files or RealAudio files, an error 11 will result.

For example, if your hard disk is titled 8100/110 you will receive this error. To confirm that this is the result of a path name problem, try launching the thankyou.ra in the RealAudio folder. If the file does not play and you receive an error 11, this is the likely cause.

To resolve this problem, rename the title of the hard disk or folder to something without these characters in it. For instance, change 8100/110 to 8100.

If this does not resolve the problem, please contact Technical Support.

Need to FTP as "Raw Data" rather than "MacBinary"

If you are a RealAudio/RealVideo Content Provider and you are receiving Error 11 from your RealAudio Player, RealPlayer 4.0, or RealPlayer 5.0 on a Macintosh, after encoding .ra/.rm files and then transferring them to the server, the cause of this problem is not extension conflicts.

It is most likely that you are transferring your .ra/.rm files to the server incorrectly. Rather than transferring the files in Mac Binary format, you need to transfer them as "raw data". RAM files should be transferred in ASCII text format.

Your .RAM or .RPM file was created in Microsoft Word or Word Pad

Creating a RealAudio Metafile, a .RAM or .RPM file, using a formatting text editor such as Microsoft Word or WordPad, can result in the .RAM or .RPM file becoming corrupt. The reason this occurs is that these complex text editors can save unseen control characters relating to formatting when the file is saved. These unseen characters make the file unrecognizable to the RealAudio Server.