Help

Real Media

     
  RealPlayer  
   


With this help page we would like to help you solving problems with the RealPlayer.

Notice: Issues concerning problems with viewing the slides, using Real Player v11 with Firefox
There are some known issues with some RealPlayer 11 installations:

In some cases during the installation of the Real Player 11 a component is not installed that is needed by the webcast application to synchronize the videostream with the slides.
To resolve this issue either view the webcast using the MS Internet Explorer or try the following:
  • Copy C:\Program Files\Real\RealPlayer\Netscape6\nppl3260.xpt to C:\Program Files\Mozilla Firefox\Components\
  • Copy C:\Program Files\Real\RealPlayer\Netscape6\nppl3260.dll to C:\Program Files\Mozilla Firefox\plugins\
  • Restart Firefox
(The paths to the files may differ in your Windows installation)

Please select the error-symptom:

1. A message box appears?
2. The video does not start?
3. The quality of the video-picture is not optimal?
4. Do you have problems with the sound?
5. Hardware and software requirements

Please notice:
The most current help to all problems with the RealPlayer you will get on the help-site of Real Networks Inc. or in the RealPlayers operation manual.

Additionally Real Networks offers a telephone support.

1. A message box appears?
  1.1 No connection / Server does not answer
   


Possible cause
You are not connected to the Internet.

Solution:
Try to call any internet-site! If this site comes up, your connection is ok and the mistake lies elsewhere. If not, your connection to the Internet is interrupted. The source of error can be multifaceted. Retry to connect with your provider and ask you administrator.

Possible cause
The video-server is out of service

Solution:
Call another video in the Internet, for example from http://www.realnetworks.com/. If this video runs properly, the video- server you tried to connect with is out of service. The only thing you can do is to try to connect later again. If you get the same message however, you will find all further sources of error and their solutions help-site of Real Networks Inc.

  1.2 Missing Plug-In
   


Possible cause
The RealPlayer is not installed, the release is rather old or the installation of the RealPlayer is not working properly.

Solution:
You require the RealPlayer 8 in order to be able to look at the videos. You can download the RealPlayer free of charge here.

You will find an installation manual in the RealPlayers operation manual.

 

  1.3 Other messages
   
Further information you will find on the help-site of Real Networks Inc.
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2.   The video does not start?
   

Possible cause
You do not have the latest release of the RealPlayer.

Solutions:
You require the RealPlayer 8 in order to be able to watch the videos. You can test the version-number in the menu HELP under the entry INFO. You can download the RealPlayer free of charge here.

You will find an installation manual in the RealPlayers operation manual.

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3.   The quality of the video-picture is not optimal?
   

In this case, you test with a local video whether your RealPlayer is installed and configured correctly. Therefore you run the video VIDEO-TESTS.RM, which you can access via the menu OPEN FILE.

How does this video VIDEO-TESTS.RM looks like?

Well

Your RealPlayer works and is configured correctly. In that case the transfer-bandwidth seems to be not high enough or the video-server overburdens. You probably have no possibility to improve the quality of the video in this case. Further solutions you will find on the help-site of Real Networks Inc.

Badly

You better consult the help-site of Real Networks Inc. Here, you will find the most current information.

Video does not start.

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4.   Do you have problems with the sound?
   

In this case, you test with a local video whether your RealPlayer is installed and configured correctly. Therefore you run the video VIDEO-TESTS.RM, which you can access via the menu OPEN FILE.

How is the sound now?

Well
Your RealPlayer works and is configured correctly. In that case the transfer-bandwidth seems to be not high enough or the video-server overburdens. You probably have no possibility to improve the quality in this case. Further solutions you will find on the help-site of Real Networks Inc.

Badly
You better consult your administrator or the help-site of Real Networks Inc. Here, you will find the most current information.

No sound at all
Check the following sources of error (Perhaps it is a good idea to use an Audio-CD to test your sound system.):

  • Are the loudspeaker connected correctly?
  • Are the loudspeaker switched on and is the volume control on a high level?
  • Is the volume control of your PC on a high level? To check please double click on the loudspeaker-symbol in the taskbar?
  • Are all plugs connected and the cables ok?

If you can exclude these sources of error, please contact your administrator.

Further information on sound problems caused by the RealPlayer you will find on help-site of Real NetworksInc

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5.   Hardware and software requirements
   
Hardware PC:
- CPU: Intel Pentium II (233 MHz)
- Memory: 64 MB
- 56k-Modem (at least. 45 kbit/s Download)
- 16-Bit-Soundcard and Loudspeakers
- Videocard: 16 bit color depth with at least 800 x 600 Pixel screen resolution. 1024 x 768 Pixel recommended.

Hardware Mac:
- CPU: PowerPC (233MHz)
- Memory: 128 MB
- 56k-Modem (at least. 45 kbit/s Download)
- 16-Bit-Soundcard and Loudspeakers
- Videocard: 16 bit color depth with at least 800 x 600 Pixel screen resolution. 1024 x 768 Pixel recommended.

Software PC:
- Operating systems: Windows 95, Windows 98, Windows 2000, Windows ME, Windows NT 4.0 with Service Pack 4 or later, Windows XP.
- Internet Explorer 5 up to 6, Netscape 7.x and newer, Java and Javascript activated.

Software Mac:
- Operating systems: Mac OS 8.6 or later or Mac OS 10.1.x or. Mac OS 10.2.x.
- Netscape 7.x and newer, Java and Javascript activated.
   
       
       
       

Windows Media

     
  Windows Mediaplayer  
   


With this help page we would like to help you solving problems with the WindowsMedia Player.

Please select the mistake-symptom:
1. Hardware and software requirements
2. A message box appears?
3. The video does not start?
4. The quality of the video-picture is not optimal?
5. Do you have problems with the sound?



Please notice:
The most current help to all problems with the WindowsMedia Player you will get on the help-site of Microsoft.

1.   Hardware and software requirements
   

Software PC:
- Operating systems: Windows 2000, Windows ME, Windows NT 4.0 with Service Pack 4 or later, Windows XP.
- Internet Explorer 6, and newer, Javascript activated.
- Windows Media Player 8, and newer
- Active X and "PopUp" needs to be allowed
- Acrobad Reader

Hardware PC:
- CPU: Intel Pentium III (650 MHz)
- Memory: 128 MB
- 16-Bit-Soundcard and Loudspeakers
- Videocard: Pixel screen resolution. 1024 x 768 Pixel recommended
    [top]
 
2. A message box appears?
  2.1 No connection / Server does not answer
    Possible cause
You are not connected to the Internet.

Solution:
Try to call any internet-site! If this site comes up, your connection is ok and the mistake lies elsewhere. If not, your connection to the Internet is interrupted. The source of error can be multifaceted. Retry to connect with your provider and ask you administrator.

Possible cause
The video-server is out of service

Solution:
Call another video in the Internet, for example from http://www.windowsmedia.com. If this video runs properly, the video- server you tried to connect with is out of service. The only thing you can do is to try to connect later again. If you get the same message however, you will find all further sources of error and their solutions help-site of Microsoft.
  2.2 Missing Plug-In
    Possible cause
The Windows Media Player is not installed, the release is rather old or the installation of the Windows Media Player is not working properly.

Solution:
You require the WindowsMedia Player 8 or later in order to be able to look at the videos. You can download the WindowsMedia Player free of charge here.
  2.3 Other messages
    Further information you will find on the help-site of Microsoft.
[top]
3.   The video does not start?
    Possible cause
You do not have the latest release of the WindowsMedia Player.

Solutions:
a) Please close the Web-Browser and try again to play back the video. Then you should be advised, to downlad a software update. Please start the download and the Auto-Update of your WindowsMedia Player.
b) Download the newest release of WindowsMedia Player. You can download it here.

Possible Cause:
In companies networks playing back videos from internet can be forbidden, or you need special Proxy-Configurations.

Solution:
Please ask your LAN-Administrator if companiy's firewall allows viewing videos from internet and ask for special Proxy configurations.
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4.   The quality of the video-picture is not optimal?
   

Possible cause:
The available bandwith isn't enough or the videoserver is overloaded. Probably you can't solve this problem. Try the lower bandwith link: ISDN

Other causes and solutions for this problem you find on these help-pages (Link 1 and Link 2) from Microsoft.

Possible cause:
The driver of your videocard doesn't support DirectDraw sufficiently.

Solution:
Please install the newest version of your videocard-drivers. If the problem persists, please install the newest version of WindowsMediaPlayer.
Start the WindowsMedia Player and select "Tools" out of the menu and then "Performance". Please select a "weak" hardware acceleration for "Video performance".

Other recommendations for these problems you find on these help-pages (Link 3) from Microsoft.
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5.   Do you have problems with the sound?
    No sound at all
Please check the following sources of error (Perhaps it is a good idea to use an Audio-CD to test your sound system):
· Are the loudspeaker connected correctly?
· Are the loudspeaker switched on and is the volume control on a high level?
· Is the volume control of your PC on a high level? To check please double click on the loudspeaker-symbol in the taskbar?
- Are several players running at the same time on your computer. Please close all other application that might need your soundcard.
· Are all plugs connected and the cables ok?

If you can exclude these sources of error, please install the newest version of WindowsMedia Player. You can download it here.

Other causes:
Please check following recommendations on help-sites (Link 4 and Link 5) of Microsoft.
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(c) meta-fusion