Everyone has problems on occasion. Fortunately, most problems have occurred before and we have answers for them. Below are some of the most common confusions and issues you may run into when running RealPlayer. If you still have unanswered questions, please visit http://service.real.com for the most up-to-date information. (See also Help with Using RealPlayer.)
If you are having problems with Full Screen (e.g., only a black screen appears), make sure that you have the following installed on your machine:
Microsoft DirectX with DirectDraw (v5.0 or later)
You can access the most recent version and installation instructions from RealNetworks' DirectDraw Support page:
When you install DirectX, you must choose to upgrade your video drivers.
You can usually find the latest drivers on the website of the company that manufactured your video card. By upgrading your video drivers you may lose some functionality provided by your old drivers. Your video card manufacturer is solely responsible for the scope of these functions.
As a convenience we offer links to some of the most common video card manufacturers on the RealNetworks' video driver support page:
If Full Screen does not seem to be working, try selecting Full Screen from the Zoom control after you have connected to the clip you wish to view.
Use the ESC key (Escape key) on your keyboard to exit Full Screen mode in Windows or press any key to exit Full Screen on a Macintosh.
RealPlayer attempts to show video at whatever color depth your system is set to display. If the color settings in your Control Panel are set less than 16-bit, (see System Requirements) you will get poor or no results when viewing video clips. You should increase your screen resolution to 16-bit (thousands) or 24-bit (millions) color.
|You may not be able to go to a higher color setting depending on the desktop area you have selected and your video card. Windows will only allow you to select choices that are appropriate for the installed video driver.|
|Avoid using Zoom (see Display panel) if you do not have a high bandwidth connection or very good connection.|
To deliver the best video in the fastest way possible, 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 immediately below).
Incompatibility with optimized video usually manifests itself in one of the following ways:
If you are experiencing one, or more, of these symptoms, confirm the problem by using the test below to be sure that optimized video is the issue and not some other conflict.
If you are seeing any or all of the above symptoms, do the following to make sure it is an optimized video issue:
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):
If you still do not see the video playing properly, then other issues may be affecting your RealPlayer. 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 reselect Use optimized video display to see if it works properly. If it does not, follow the instructions above again to solve the conflict.
If video appears in your menus while you are using RealPlayer, for instance when you open a module or drop-down menu over RealPlayer and rather than seeing the menu, you see video in the square, there are two solutions.
Playback quality varies depending on available bandwidth and how the file you are playing was encoded. If the quality is garbled, choppy, or skipping, use the following guidelines to isolate and correct the problem.
If the quality was poor when firstrun_plus.smi or Welcome.smi file played at the end of the RealPlayer installation, you could have a sound card conflict. Try changing the settings on the Performance tab (see Performance Preferences).
If the quality was good when the firstrun_plus.smi or Welcome.smi file played at the end of the RealPlayer installation, but is bad when you try to play a clip from a web, use the View/Statistics to check for lost packets (see your RealPlayer Help file for more information on the Statistics pane). If the packet loss is high, it may be due to a busy network. If this is the case you should also see the net health indicator blinking yellow or red on your Status bar. RealPlayer users can select PerfectPlay Mode from the Play menu and try to play the clip again or connect to the site at a later time.
If the quality was good when the firstrun_plus.smi or Welcome.smi file played at the end of the RealPlayer installation, but sounds bad for every clip that you try to play on the Internet, complete the following steps.
In Compact Mode the Volume Slider changes to a pop-up control.
Click to pop-up the volume slider. When you click off of the slider, it will disappear again, but your setting will remain active.
The Mute button is available next to the volume control once you open it as described above.
RealPlayer uses the Wave interface for Windows to get the sound out to your speaker. In some cases this may have been accidentally turned off by other programs or users.
In the Windows system tray (the area that shows you the date and time opposite the Start button) you may see a Volume Control (a small icon that looks like a speaker). Double-click on the icon to open the control applet.
Make sure that the Wave slider is not muted and is set above zero and that the Master Control is turned On.
If you're on a local area network which is attached to the Internet, and are unable to play RealMedia files from remote web sites, it's possible that your company's firewall is preventing the stream from reaching you. Users can receive live and on-demand audio and video from the Internet without exposing their company's network to security risks.
If your computer is behind a firewall, please see RealNetworks' firewall page for more information: http://service.real.com/firewall/
When attempting to connect automatically to the Internet, RealPlayer will select your default Internet connection. If you have more than one Internet Service Provider (ISP), RealPlayer may be selecting the wrong one.
|Windows98; re-run the Internet Connection Wizard.|
If you are behind a firewall you may consistently have one of the following problems:
You are accessing the Internet via an Internet Service Provider or a cable modem and have trouble connecting to RealAudio or RealVideo files on some or all Web sites but you can play local .RM or .RA files such as videotest.rm, which was copied to your RealPlayer directory when RealPlayer was installed (
c:\Program Files\Real\RealPlayer by default, Windows only).
c:\Program Files\Real\RealPlayerby default).
Error 18: Invalid socket error
Error 22: Requested server is not valid
Error 108: Invalid Auto Transport Configuration Setup
If you are still unsure about whether or not you are behind a firewall, contact the Systems Administrator for your ISP or your company.
First attempt to Auto-configure your transport settings:
Auto Transport Configuration is completewill appear in the box.
Attempt to play a clip on the Internet.
If this does not help, you may try to manually configure the Player for the firewall. The RealPlayer can be configured to receive RealAudio/RealVideo through several different transport methods in order to accommodate firewalls. These transport methods include:
The UDP option may offer better sound quality than TCP, so TCP-only may not be desirable. The RealPlayer also offers the ability to limit those inside a firewall to receiving UDP on only one port, which makes router configuration easier.
Please contact your System Administrator for the Port number they have configured for UDP transmission.
The HTTP-only option allows almost all Players behind a firewall to access RealAudio and RealVideo content.
|For more information on firewalls, please see the following URL: http://www.real.com/firewall/|
In some cases you may need to set a proxy so your RealPlayer can receive information. In most cases, Use my web browser's HTTP proxy (see HTTP Options in Proxy Preferences) will work. However, depending on the firewall protecting your connection to the Internet this may not be enough.
Please contact the System Administrator for the correct address and Port numbers for your network. Incorrect information can cause your RealPlayer to appear to not work.
When RealPlayer is installed it adds a shortcut icon in your system tray (the area that shows you the date and time opposite the Start button). The icon keeps RealPlayer in idle mode so that it is quickly available should you click on a file that requires RealPlayer and allows your Channel Headlines to automatically update while you maintain a connection to the Internet. Additionally this icon allows you to function on clips that are currently playing even if RealPlayer is minimized. To see these functions, right-click the RealPlayer icon in your system tray.
RealPlayer plays a wider variety of media, both locally and over the Internet, than earlier versions. The chart below highlights most of the current file-types that can be played. Plug-ins to play many other file types, such as MOV, and ASF, are available and new plug-ins are being added all the time to expand RealPlayer's abilities for you.
If you click on a file that RealPlayer can't currently play, it will attempt to AutoUpdate and install a plug-in to match, or you can check with RealNetworks to see if a plug-in exists. If a plug-in exists, RealPlayer can download and install it so you will be able to play the file (see Upgrade Preferences AutoUpdate in your RealPlayer Help).
|In order to make video feasible on the computer, video compression algorithms are used to remove redundant audio and video data. The codec (COmpressor / DECompressor) is the algorithm that does the compression and decompression. Operating Systems come with standard codecs (example, Apple QuickTime or Microsoft Video for Windows) installed. If a file is created with a non-standard codec, the matching codec must be installed on the computer before the file can be played. The codec may be installed as a RealPlayer plug- in, or it may be installed directly to the operating system.|
|RM, RA, RAM||RealAudio/RealVideo streamed content|
|RT||RealText streamed text formats|
|RP||RealPix streamed PNG, GIF and JPG ("j-peg") images|
|PNG, GIF, JPG||Stand alone PNG, JPG and GIF images and animated GIFs|
|MP3||MPEG Layer 3 (audio format)|
|SWF||RealSystem G2 with Flash|
|SMIL, SMI||SMIL files (see SMIL)|
|WAV, AIFF*||'Legacy' sound filesolder but prevalent filetypes. (Not fully supported.)|
|MPG, MPEG||Standard MPEG Layer 1 video and Layer 2 audio formats|
|AVI*||Audio/Video InterleaveMicrosoft video format|
|ASF*||NetShow files (newer NetShow files may not play correctly)|
|MID, MIDI, RMI||'MIDI' sound files|
*When you play this file type with RealPlayer, you may receive an error such as,
Unable to render or
xxxx decompressor not found or
Missing codec xxxx. These errors occure because the file was created with a codec that is not installed on your computer. You need to download and install the necessary codec to play these files.