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International Customer Support

RealMusic Service and Support (UK and Continental Europe)

  1. What is the web address for RealMusic?
  2. How and where do I sign in to RealMusic?
  3. What does RealMusic include?
  4. Why can't I access RealMusic and the premium features of RealPlayer?
  5. How can I cancel my RealMusic subscription?
  6. General RealMusic Questions
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Answer:
6. General RealMusic Questions

System Requirements
Q: What are the computer system requirements for RealMusic?
A: RealMusic currently requires a Windows XP or a Windows 2000 system with RealPlayer 10 and Flash installed. The supported browsers are Microsoft Internet Explorer version 6 and Firefox. For listening to radio stations, a network connection with a minimum of 64kbps (=ISDN) is necessary. For watching videos, we recommend a bandwidth of 128kbps as a minimum. For more information see minimum and recommended hardware requirements. To download RealPlayer click here.

Q: I've received a message that I need to activate cookies on my browser. How do I do this?
A: To activate cookies, follow the instructions below for the browser version you are using:

Mozilla Firefox (1.0 final release and earlier)
  • Go to the "Tools" menu.
  • Select "Options".
  • Select the "Privacy" icon in the left panel.
  • Check the box corresponding to "Allow sites to set cookies".
  • Click "OK" to save changes.

Mozilla 5.0
  • Select "Preferences" from the Edit menu.
  • Click on the arrow next to "Privacy & Security" in the scrolling window to expand.
  • Under "Privacy & Security", select "Cookies."
  • Select "Enable all cookies".
  • Click "OK".

Microsoft Internet Explorer 6.0+
  • Select "Internet Options" from the Tools menu.
  • Click on the "Privacy" tab.
  • Click the "Default" button (or manually slide the bar down to "Medium") under "Settings".
  • Click "OK".

Q: I've received a message that I need to activate Javascript on my browser. How do I do this? Microsoft Internet Explorer 6.x
  • On the menu bar click on "Tools" then "Internet Options."
  • From Internet Options, select the "Security" tab.
  • Click Custom Level.
  • Scroll down to "Scripting," make sure "Active Scripting" is set to Enable.
  • Click "OK."
  • Click "Yes" or "OK" when asked, "Are sure you wish to change the security settings for this zone."
  • Click "OK" on the Internet Properties window.
  • Close all open Internet Explorer windows and then relaunch Internet Explorer.

Mozilla Firefox 1.x for Windows
  • Open Firefox.
  • From the Firefox menu select Tools / Options.
  • Click on Web Features in the left column.
  • Check the checkbox for Enable Javascript.
  • Click OK.
  • Close and re-open Firefox.

Q: What about Windows 98(SE)?
A: Due to incompatibilities with IE 6 and later, all versions of Windows 98 are not supported by RealMusic.

Q: I'm using an Apple Mac. Is it supported?
A: Currently the Apple Mac and its browsers Safari and Firefox are not fully supported. We are working on this, so please stay tuned.

Using RealMusic Q: How do I use the "My Favourites" feature?
A: My Favourites gives quick access to your favourite RealMusic content. To add a video or radio station to your favourites simply click the silver '+' button. To remove a favourite, simply click on the "Remove" button.

Q: What is Artist Radio?
A: Choose an artist from any of our Artist Radio lists and you'll hear music from that named artist plus tracks from similar performers selected by our expert music editors. Every song will be based around your initial choice of artist. It´s a great way to discover new music.

Q: Can I mute the player?
A: Of course! There is a button just next to the play control on the player that allows you to mute the audio with one click.

Ringtones Q: Where can I see the full catalogue of ringtones available?
A: Simply click on the "Ringtone Shop" button and you will be directed straight to our ringtone shop.

Playing Media
Q: Instead of seeing the video I´ve selected I hear the audio but only see a black rectangle or distorted video.
A: If your PC has a dual-screen setup (you may have two monitors, or a laptop connected to a second screen) RealMusic will only display the video if its window is on the primary screen.

Q: Audio and/or video playback is very choppy. I´m experiencing skipping or the RealMusic player constantly says that it's "rebuffering".
A: You probably don't have enough bandwidth available. For listening to radio stations we recommend an internet connection with a minimum of 64kbps (equivalent to a standard ISDN connection). For watching videos we recommend a minimum bandwidth of 128kbps (equivalent to a standard home broadband connection). If your connection speed exceeds these minimums, then the problem may be that you have other applications running on your computer that are slowing things down, such as downloading files or file-sharing.

Q: Why am I getting a message saying "Please install the RealPlayer to use this service"?
A: The RealMusic client is using a RealPlayer "plug-in" to play audio and video streams. If you´re getting the above error message, RealMusic was not able to find or start the RealPlayer plug-in on your computer. Even if you already have a version of the RealPlayer on your computer, the best thing to do is download and install the newest version of RealPlayer available here.

Q: I already have a RealMusic account but need to download the latest Player. What do I do?
A: Please download the latest version of the RealPlayer here.

Q: I'm using a computer running Windows XP and I can't hear any music!
A: Most probably your computer is running "Installed Support Pack 2" and your internal firewall is configured to block any RealMedia streaming. To fix this problem:

Open Windows Firewall if it is not open:
Click Start, and then click Control Panel.
Click Security Center.
Select Windows Firewall.
Select the Exceptions tab.
Click Add Program.
Browse to the RealPlayer application and click OK to close the window.
Click OK to close the Windows Firewall window.
Close Windows Security Center.

For other firewall products please consult the RealPlayer FAQ.

Customer support Q: Who do I contact if I have technical difficulties?
A: For technical support please contact: Telephone. Click here for telephone contact information for RealNetworks Customer Service. Email Support: Click here to access email support.
Q: I forgot my username and/or password and can't log in. Can I get a password reminder?
A: Please click on the "I Forgot My Password" link below the Sign In button. You will be asked to verify your email address, and have the option of resetting your password either by email, or by answering your secret question.

Q: I want to change my password or other details on my account.
A: From your Web browser, visit My Account.
Q: I have the correct username and/or password, but still can't log in.
A: Be sure to type in the full email address. Email address should always be entered in all lowercase letters.

Note: If you get a "Please verify and re-enter your email and password" message while signing in to RealPlayer, click here.