Knowledge Base/Community/RealPlayer 16 and Previous PC Versions

Answered

Unable to download message appears.

jezzadeez
asked this on July 02, 2013 18:59

I have just installed latest version of realplayer 16 and I am running windows 8 and using google chrome. When I try to download clips from youtube, a message appears saying  "unable to download". This happens about 75% of the time. I have been able to download some clips so I know the system works,  and previous versions downloaded everything. Any idea's on what I could or should do? Cheers Chris

 

Comments

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Komagal Kathavarayan
RealNetworks Support

Try uninstalling and reinstalling RealPlayer by following this link:

https://realnetworks.zendesk.com/entries/23994572-Uninstall-and-rei...

Delete the RealPlayer folders as mentioned in the link before reinstalling RealPlayer.

After reinstalling RealPlayer, make sure the RealPlayer plug-in is enabled in Google Chrome by following:

https://realnetworks.zendesk.com/entries/24007773-Download-This-Vid...

 

July 03, 2013 06:56
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rsenkewicz

Well, I tried all of the above and it still does not work. The "unable to download" message appears, as Chris says, about 75 percent of the time.

 

bob

July 27, 2013 15:37
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Sean
RealNetworks Support

rsenkewicz,

Since you are a paid customer you are entitled to live support. I have sent a message to the email address associated with your account. Please respond and we’ll go from there.

July 27, 2013 17:42
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charles morrell

real Players is unable to download any video clip...not 75% of the time but every time...the curser speeds along like you're really loading a clip. Then you

go to Real Player Library, click on the video clip and a message appears saying there is a problem and to contact Real Player.

Charles Morrell a paid subscriber  woodland245@gmail.com........I am very dissatisfied with real player 16+

August 08, 2013 20:19
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Sean
RealNetworks Support

woodland245

Please provide us some more information to make the issue very clear: 

1. From which web site you have downloaded the video? 

2. What is the format of the downloaded video? 

3. Describe the exact error message.

The more specific you are, the better I will be able to assist you.

August 09, 2013 09:01
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simianoop

Unable to download appears every time I try to  download a video from YouTube. Haven't ever  downloaded from any other site. It has worked previously. Have reinstalled Google Chrome and Real Player and have restarted the computer. Have ensured the extension appears as enabled. The  Download  This Video button appears, but when clicked on, the Real Player window opens with Unable to download. Please let me know how to get this sorted.

I also tried opening the you tube page in real player, where I am able to download, but only the video is downloaded, no sound. Please help.

October 23, 2013 10:22
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Anne Merlin
RealNetworks Support

Sorry!

RealPlayer doesn't support playback of DRM-protected files. DRM stands for "digital rights management" and is a method of restricting copy and playback of files. Examples of DRM-protected files include .rax, .rms, and .rvx files.

Please follow the link below to reset Internet Explore browser:

https://realnetworks.zendesk.com/entries/23980986

Please provide us some more information to resolve this issue:

1.What is the file format of the youtube video you have downloaded from RealPlayer?

2.What is the version of the RealPlayer?

3.Did you try to download different videos?

 

October 23, 2013 11:57
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jlflorine

I just purchased Real Player plus 16 about a month ago and it has been working fine until last night and now everytime I try to download it says download incomplete refresh and try again, when I try again it says the same thing !!! :o( Not happy!! I also lost some of my downloads in the player.

November 02, 2013 04:24
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Sean
RealNetworks Support

jlflorine,

How frustrating! Try resetting your web browser by following this link: 

https://realnetworks.zendesk.com/entries/23980986

When you play or save files in RealPlayer, RealPlayer stores all information about them in its database and creates a list of those files in its Library view. Sometimes when you manually move or delete files from your computer, the changes aren't automatically updated in the RealPlayer database.

RealPlayer can help you find and re-import the missing clips--as long as they have not been deleted from your hard drive.

To find and re-import your songs:

1. Open RealPlayer.
2. Select File from the menu.
3. Click Scan Disk For Media.
4. Follow the on-screen instructions to import the clips to RealPlayer.

November 02, 2013 09:45
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jlflorine

Thank you Sean all issues are resolved!! :) Thanks so much!!! I appreciate you help!!!

November 02, 2013 18:44
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Anne Merlin
RealNetworks Support

jlflorine,

You're welcome and I'm glad to hear that this is working for you now!

Thank you for letting us know.

November 03, 2013 09:05
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jlflorine

I paid for this upgrade to real player and am getting upset that it keeps quitting. I cannot download again and I did the above and this time it is not working :o(

November 04, 2013 02:57
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Sean
RealNetworks Support

jlflorine,

Sorry you can't download videos!  Please provide us some more information:

1. Do you get ''Download This Video'' option? 
2. Which browser are you using to download videos?
3. Have you tried downloading videos using different browser?

The more specific you are, the better we will be able to assist you.

November 04, 2013 09:10
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jlflorine

Yes I get the download video option and when I download it it runs the blue bar across and then it say download incomplete refresh and it does nothing when I refresh :o( I use IE My old computer has firefox and it would not work there either. It has been working fine and last weekend it just started doing this!! Then I did what you told me to do when I first emailed and it worked and then the next day it did not again :o(

November 05, 2013 04:37
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jlflorine

Should I try and uninstall the player and reinstall it? I noticed in my documents, videos, real player downloads on my computer the icon beside the downloads I do have, is windows media player and not the real player logo. why would that have changed?

November 05, 2013 04:45
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Sean
RealNetworks Support

jlflorine,

Our technical team is aware of this issue and currently working on a fix. In the meantime, try downloading videos using RealPlayer browser, to do so,

>Restart computer
>Open RealPlayer
>Click on RealPlayer Menu (at the top left corner)
>Select File
>Click Open
>Type www.youtube.com and click OK
>Play any video and try downloading it.

let us know the status.

I understand it shows Windows Media Player logo on thumbnail of the videos. This could happen if Windows Media Player is selected as default media player. To change it,

>Right click on the file > Click Properties > Click on Change (Next to Opens with) > Select RealPlayer (Under recommended programs) > Click OK > Click Apply and OK

November 05, 2013 09:18
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jlflorine

I already tried to download them in real player browser it  does the same thing there as IE, NOTHING!

November 05, 2013 10:20
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Sean
RealNetworks Support

Sorry it didn't work for you! As I mentioned earlier, our technical team is aware of this issue and currently working on a fix. 

November 05, 2013 11:41
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jlflorine

Now I cannot even burn things in my real player, when I move the file over it says the file does not exist and yet I was able to burn it on windows media player

I would really like a refund if this new player is not going to do what I need it to do. Please give me some advice on this, should I uninstall it and try to reinstall it?

November 07, 2013 05:03
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Andy
RealNetworks Support

jlflorine

Sorry you can't burn videos! 

RealPlayer stores all information about audio/video in its database and creates a list of those files in its Library view. Sometimes when you manually move or delete files from your computer, the changes aren't automatically updated in the RealPlayer database. This could be the reason for the error message. 

Before burning, if you know where the Video/Audio content is stored on your computer, you can also import the media manually:

1. Open RealPlayer.
2. Select File from the menu.
3. Click Add Files To Library.
4. Locate the media clips on your coputer.
5. Select the file name(s) and then click Open.
6. Try burning videos.

Still if the issue persists, let us know.

 

 

 

 

 

November 07, 2013 10:43
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jlflorine

That's what I did, I manually moved the files and it still said the file does not exist and yet when I click on the file it plays, but it will not let me move it to burn it, why did my player work and download and burn things and now all of a sudden it does not work at all!! :o( UPSET!

November 07, 2013 18:33
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Sean
RealNetworks Support

jlflorine,

How frustrating! It would be best to troubleshoot this issue further through live support. I have sent a message to the email address associated with your account. Please respond and we’ll go from there.

November 07, 2013 23:26
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wavesurfer96

 

 

I have Real player 16, windows 8, google chrome; Realplayer will not download video from YouTube. I get the download video option and when I download it it runs the blue bar across and then it say download message: Download incomplete. Refresh page and try again.

I also receive the same message in Explore, when I tried to see if I could download Youtube videos. I just want it to work, as before I upgraded to Windows 8. Help.... Please !  

Am I missing plugs?  

I use Laptop Asus.

Frustrating!

 

November 10, 2013 23:22
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Andy
RealNetworks Support

Sorry you can't download videos!

You are not missing the plug-ins.

There is a technical bug which we are aware of and our team is researching a solution. In the meantime, refreshing your browser page and trying the download again will often work. Before attempting to play the video, make sure the thumbnail in the Downloader window displays a picture of the video--that is the signal that the download is truly complete.

Let us know the status. 

November 12, 2013 08:20
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ahlok1

Just procured Real Player Plus 16 at the official RealPlayer site but it didn't work. The message "Unable to download"always appeared after attemtping different shaing videos over the Youtube.  As a paid customer, I am very frustrating.  What's more is that  the technical support is far from satisfactory especially for HK customers.  There is even not a single email contact to seek support. 

November 25, 2013 05:41
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Jessy
RealNetworks Support

ahlok1

Sorry you can't download videos! We don't like to see our customers upset and inconvenienced. We always strive to create a positive customer experience.

RealPlayer is working properly. However YouTube and certain sites are making changes on their end hence the problem. We are aware of the issue and are working on making RealPlayer to work with all sites. Once its fixed, you'll be notified. You can expect a possible fix by the mid of December.

In the meantime, refreshing your browser page and trying the download again will often work. Before attempting to play the video, make sure the thumbnail in the Downloader window displays a picture of the video--that is the signal that the download is truly complete.

November 25, 2013 10:34
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ahlok1

Thanks for your prompt response. 

The reason as to why I purchased the Real Player Plus 16 instead of depending on the free RealPlayer version is that I want to expedite the downloading process of sharing videos over he Internet including the Youtube and hence enhancing my editing work.  Unfortunately, as said, the Youtube has changed its setting resulting the "minor" downloading problem with Realplayer.  It is very inconvenient for one to refresh the browser page when he decides to download a video clipping,  Besides, it is also observed that despite refrehing my browser page which may enable a successful downlading of Youtube videos, the downloading speed is far from satisfactory. It is noted that there is no much difference of the downloading speed if I am still using a free RealPlayer version and thus the  performance of the Real Player Plus 16 so far does not live up to my expectation.

Grateful for your expert advice on the way forward as to how to enhance the performance of the procured software.  Thanks.

 

Cheers,

 

Anthony

 

 

November 27, 2013 23:56
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Anne Merlin
RealNetworks Support

ahlok1,

Sorry for the inconvenience that may have caused. 

As informed earlier, our support team is rapidly working to resolve this issue at the earliest. You will be notified when we have an update on the status of this issue.

You can subscribe to this Knowledge Base article to be updated when the "Download incomplete" issue is resolved:

https://realnetworks.zendesk.com/entries/28308033

November 28, 2013 08:53
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emilyh

I would like to echo the sentiments of the above customers.

It has been months since this particular issue was flagged and as a paid customer, this is not only disappointing but extremely frustrating.

Whilst downloading a video again works on most occasions, one can appreciate that it is not the most satisfactory solution as videos can be very large in size and re-downloading these videos 2-3 times is neither cost or time-effective.

November 29, 2013 03:23
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Anne Merlin
RealNetworks Support

emilyh,

We completely understand the inconvenience that may have caused. There are many customers complaining on the same. It is frustrating to download a long video twice which prolongs your precious time. I understand that it is not quiet convincing. 

However our support team will fix this issue as soon as possible by the mid of December.

Meantime, you can subscribe to this Knowledge Base article to be updated when the "Download incomplete" issue is resolved:

https://realnetworks.zendesk.com/entries/28308033

November 29, 2013 08:34
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jturk1

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jturk1

I cannot download anything. I keep getting the "unable to download" message every time. Doesnt matter if its you tube or movies or anything. I was getting downloads but it would only download 925 Kb the say finished. They were Mg's size, not Kb. Now it wont even do that. I reinstalled, updated, restarted,. refreshed and now out of patients. We paid for this and cannot use it. How about a class action lawsuit if they dont fix this problem for our money back and time and aggrivation involved?? This mighjt get them on the ball for a fix. I have win 8.1 windows ie11. realplayer 16+ paid , went to file open all that junk and it was just that, junk. it doesnt help at all. Ive tried multiple sites and ALL of them the unable to download. the download button comes up finally and it goes to the download box but puff, it doesnt download.. Reading all the above i really hope you dont send me the "frustrating" letter and just fix it and send out the fix under updates. Like NOEWUser photo

jturk1

I cannot download anything. I keep getting the "unable to download" message every time. Doesnt matter if its you tube or movies or anything. I was getting downloads but it would only download 925 Kb the say finished. They were Mg's size, not Kb. Now it wont even do that. I reinstalled, updated, restarted,. refreshed and now out of patients. We paid for this and cannot use it. How about a class action lawsuit if they dont fix this problem for our money back and time and aggrivation involved?? This mighjt get them on the ball for a fix.User photo

jturk1

I cannot download anything. I keep getting the "unable to download" message every time. Doesnt matter if its you tube or movies or anything. I was getting downloads but it would only download 925 Kb the say finished. They were Mg's size, not Kb. Now it wont even do that. I reinstalled, updated, restarted,. refreshed and now out of patients. We paid for this and cannot use it. How about a class action lawsuit if they dont fix this problem for our money back and time and aggrivation involved?? This mighjt get them on the ball for a fix. I have win 8.1, IE 11 and all - all the updates for my computer including realplayer. I just un and reinstalled it from realplayer 15 up to full 16+. I am a paid customer and cannot use your product. What good is downloader if it will not download ANYTHING??  Ir wont even download the commercials from Bing video's. Fix before christmas and have it over the updates please. Hate to have to get lawyers involved.

December 01, 2013 16:10