Knowledge Base/Community/RealPlayer 16 and Previous PC Versions

Answered

Realplayer wont complete video downloads

nemesis4al
asked this on August 08, 2013 02:04

Hi, my realplayer wont consistently download videos. Most of them from whatever site are incomplete and it says its complete but wont play at all.

 

PLEASE HELP

Alan

 

Comments

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Jessy
RealNetworks Support

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

1. What is the format of the video that you are trying to play? 

2. Do you get any error message while playing the video? 

3. Does it happen to all the videos? 

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

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

August 08, 2013 10:19
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mna7118

I just purchased, upgraded to real player 16, and the first adobe video on Youtube i download or attempt to download, I get a message that reads, "Download incomplete. Refresh page and try again. I restarted my computer and tried again, same thing... Tried another video on youtube, same massage... Whats going on?? I use windows XP... Please email me back....

September 04, 2013 20:39
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Sean
RealNetworks Support

Performing a clean uninstall and reinstall can help you resolve many issues, try uninstalling and reinstalling RealPlayer by following this link:

https://realnetworks.zendesk.com/entries/23994572

Note: Make sure you delete the RealPlayer folders as mention on the link before reinstalling RealPlayer.

After installing RealPlayer follow the steps to enable the RealPlayer Plugin in your web browser,

https://realnetworks.zendesk.com/entries/23689856

September 05, 2013 10:54
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will60shields

I have tried installing again to no avail. I only get a few weeks glitch free play from real player 16. After waiting so long for your company to resolve the problems with MP4 , I have to tell you that your system is A PIECE OF JUNK. I really think that you should consider refunding all disatisfied customers.

October 23, 2013 13:19
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Anne Merlin
RealNetworks Support

will60shields,

How frustrating it is!

I apologize for what happened. To assist you further I need some more information.

What happens when you try to play the video?

Does it happens for all the files or any particular file? 

Do you receive any error message?

The more specific you are, the better I can assist you.

October 23, 2013 14:35
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dveo59

I am having the same problem.  It is very frustrating.  I have been a customer for many years.  I purchased 16 plus, twice because I could not reinstall from my account, still the same issues.  15 plus was a much better software.  Can I go back to 15 plus?  Thank you

October 29, 2013 18:02
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Jessy
RealNetworks Support

dveo59

Happy to hear you been a customer for a long time!

 I know you are frustrated, since RealPlayer is not getting installed.

Before I can help you, I will need some more information.

 1-      Was there any other reason for uninstalling RealPlayer? EX: Unable to download videos or DVD burning issues......

2-      What happens when you try to install RealPlayer?

3-      Do you receive any error message?

4-      What is the operating system of your computer?

 Since you are a paid customer, I've sent a message to the email address about the purchase detail. Please respond and we’ll go from there.

October 30, 2013 02:03
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vandalei

I have a feeling this is being done by you tube.  They know you have found a way around the mp4 crap and they have found a way around you.  What a mess.  Not all videos are incomplete but its happening and I have refreshed to the freshest I tell u.  I realize you all are trying.  I imagine its a big headache.  Fingers crossed.  Good day

November 01, 2013 07:19
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parks2

I also get the message that "download incomplete - refresh" and nothing works. just started this week. I have windows 8 and am trying to download from youtube - although not all videos are affected. in one case I was able to download part 1 of a video but not part 2. please advise as to what is being done to fix this problem. thanx

November 01, 2013 09:09
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Sean
RealNetworks Support

vandalei & parks2,

Sorry! Try resetting your web browser by following this link: https://realnetworks.zendesk.com/entries/23980986

 

November 01, 2013 10:38
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leeriggs

It could drive a man to drink o_O I have to agree with vandalei,  YouTube is doing something because my other desktop computer has the same problem, my third computer is a laptop and it's ethernet cable has been unplugged for a while,  when i got on it, it has the record button on the corner of the YouTube video and works o_O Now-----starting last night i noticed that the realdownloader would say "download incomplete" on my desktop computer please refresh the page so i refreshed youtube, please note i kept the realdownloader on then right clicked the youtube video and pushed "download this video" valla !!!  it downloads the video correctly,  now i ask you why would anyone want to download something twice?   So i went to your link and reset browser came back and clicked "download this video"  and it works fine now,  but however the download this video button that is suppose to be up in the right hand corner of the youtube video is not there anymore and the realplayer plugin manage addon is enabled  o_O so what really is going on? because this whole thing is wierd, they have to be doing something at youtube because my other computer is the same way 

November 01, 2013 17:21
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leeriggs

Correction  !!!!   my other desktop comp has the record button up in the right hand corner of the youtube video,  but it still says "download incomplete" please refresh the page.  what the hell 

November 01, 2013 17:34
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parks2

Now all videos from youtube say "download incomplete - refresh" after downloading about 99%. I agree it appears youtube has changed something again as your past suggestions don't work.

November 01, 2013 21:06
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Sean
RealNetworks Support

leeriggs & parks2 

We would suggest you to try downloading videos using RealPlayer browser, to do so,

>Open RealPlayer > Click on RealPlayer Menu (at the top left corner) > File > Open.

Type www.youtube.com in the address box and click OK. Play any video and download it.

November 02, 2013 09:41
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jacob.gonzales454

leeriggs is right i tested his method and the video downloaded complete after the second time of downloading and refreshing youtube. but i had to left click download this video not the download this video in the top right corner of the video and leave the incomplete downloaded video in the downloads window while the second video downloaded. 

November 02, 2013 12:45
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jacob.gonzales454

i left a picture above

 

November 02, 2013 12:47
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hossam2002

i also get the message of (Download incomplete. Refresh page and try again ) but not only from u tube ,also from other sites . eg www.anglo-link.com

i uninstalled and reinstalled the real player and its the same problem .

any suggestion?

 

November 02, 2013 12:53
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Sean
RealNetworks Support

hossam2002,

Try downloading videos using RealPlayer browser, to do so,

>Open RealPlayer > Click on RealPlayer Menu (at the top left corner) > File > Open.

Type www.youtube.com in the address box and click OK. Play any video and download it.

November 02, 2013 13:06
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ktaylor5496
Check Answer

Yes, it works, Thanks leeriggs, refresh, right click on the video and select Download This Video............

November 02, 2013 14:02
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ktaylor5496

Sorry I forgot, even if the ' Download this video' is in the right corner. Also the same on RealPlayer browser.

November 02, 2013 14:10
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parks2

I had success, last night, going thru realplayer browser as you instructed.  However, this morning the "download incomplete - refresh page" message is back. Only by refreshing and downloading AGAIN does downloader completely download video.  I don't like having to download videos twice.  I have tried all of your suggestions - I think you need to contact youtube and fix this! I'm becoming impatient.

November 03, 2013 04:37
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Anne Merlin
RealNetworks Support

ktaylor5496 and parks2,

How frustrating it is,

I have escalated your issue to our Technical Department but unfortunately they do not have a fix available at this time. When we have an update on the status of this issue we will let you know and  provide any instructions that may be necessary.

 

November 03, 2013 10:42
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ls_mcgwn

@yahoo.com

Likewise i have just paid €40 for real player plus and it will not download any you tube clips for me. It keeps saying download incomplete try again. I'm sick of trying and it isn't working. when is it going to be fixed? I'm very frustrated after paying for a service that I am not receiving.

 

November 04, 2013 14:06
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Sean
RealNetworks Support

ls_mcgwn,

How frustrating! Restart your computer and try downloading videos using RealPlayer browser, to do so,

>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.

I also wanted to let you know that I've edited your posts to remove your email address for your protection. We do recommend that you refrain from posting personal information. Thanks!

November 04, 2013 14:22
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ls_mcgwn

its now saying that it failed to convert....what now?

November 04, 2013 14:39
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Sean
RealNetworks Support

Sorry! am not sure what would have happened. Please provide us some more information:

1. What is the file format you are trying to convert? (MP4 or FLV)
2. Are you able to play the files in RealPlayer?
3. After the download completed, did you get the thumbnail of the video in RealDownloader?

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

November 04, 2013 16:07
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davidalexv123

I am trying to download from YouTube, I have windows 7 and chrome and the format keeps being downloaded as ".dash" files

November 04, 2013 16:46
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inideedeemailbox-anything

same here... all files turn to dash 

pfffffffff 

November 05, 2013 05:40
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Sean
RealNetworks Support
Check Answer

davidalexv123 & inideedeemailbox-anything,

How frustrating! Few sites have introduced a new streaming standard. The latest build of RealDownloader is designed to automatically convert the videos to playable .MP4 format at the end of the download. Hence, while downloading the videos, you need to wait until the thumbnail of the video gets loaded in RealDownloader. Once the thumbnail gets loaded the video will be saved as playable .MP4 format.  

November 05, 2013 09:24
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martinmartina

since I have had realplayer it wont down load or refresh page having alot of trouble.Had realplayer for 4 years now with no trouble until realplayer 16.I have tried everything including typing in youtube on realplayer under files still problems.And I don't like yeaild manager popping up all the time.I now use youtube downloader with no problems and press play which plays in realplayer and save that into realplayer libarey hope this helps other uses.

November 06, 2013 04:40
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chaosjones

Sean:  what thumbnail?  I usually load the URL into RealPLayer(now RealPLayer Cloud) and wait for the video to play out.  Then i download the video and it now doesnt work.  If i wait a period of time, it may work.  But what thumbnail do you speak of?  Maybe you could specify the exact method to use with the newest version.

November 06, 2013 05:42
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Andy
RealNetworks Support

martinmartina

 Our Technical team is already aware of the issue and are working on a fix. In the meantime, we can try an interim solution.

To do so, try downloading alternate videos (a few to test if YouTube is doing something). After a few attempts, the video downloads completely. 

Let us know the status. 

November 06, 2013 12:57
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Andy
RealNetworks Support

chaosjones

Please disregard the thumbnail issue message.

If you are getting "Download Incomplete Error" during downloads, please follow the interim solution mentioned above. To (martinmartina)

If not, please provide us some more information:

1. What is the exact error message?
2. Did you tried downloading different videos?

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

November 06, 2013 13:18
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andreas3059

Nothing is working with purchased real player 16.I wasted a lot of cds trying to burn dvd video or audio cds or to convert in vain.iWhen I try to download a video from youtube I have a message download incomplete etc

November 07, 2013 01:19
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Andy
RealNetworks Support

andreas3059

I apologize for any inconvenience this may have caused.

As informed earlier, our Technical team is working on a fix. Once resolved, we'll let you know. 

 

November 07, 2013 11:16
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parks2

It appears downloader does work after downloading a second time after refresh.  It will continue to work until I close it - then when reopened, I have to download the first video twice and then downloader will work - until closed again. It's a pain, but at least it works this way.

November 07, 2013 11:34
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Andy
RealNetworks Support

parks2

Thanks for your interest in RealPlayer! 

Hope this issue will be fixed soon!  Once resolved, we'll let you know. 

November 07, 2013 12:56
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leeriggs

Hey i found a way around this for now,   the problem comes back if you exit the downloader just leave it on your bottom bar while downloading from youtube.

It will say refresh page so refresh youtube but make sure the downloader is still on and on your bottom bar and you can download as many vid's as you want.

and by the way i tried all the browser resetting delete cookies and stuff and the next day the problem was again back, not sure what youtube is doing it may even be connected with the Google+ connect youtube account thing they have going on right now.

November 07, 2013 18:30
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Sean
RealNetworks Support

leeriggs,

Thank you for taking the time to share your comments with us. We appreciate it!

November 07, 2013 19:23
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t_muscio

Same issue here. Download incomplete. Refresh and try again. Grrrr.

November 08, 2013 07:40
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kelleyr

I manage a University Channel (UAPB-TV) and we try to show a lot of video from the government. (White House, NASA, State Dept., CDC etc.) Half the time Real Player works fine and I can show the educational programming. But once you say you can provide programming, you really need to keep you word. So it's difficult the other 50% of the time when the videos will not download and I have to explain why I'm not doing what I claim I can. Just like the promise to my viewers, the company I bought a subscription to, should be able keep the promise of the service it claims to provide. All or nothing pick one please so I can know what to continue or discontinue.

November 08, 2013 08:17
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Anne Merlin
RealNetworks Support

t_muscio,

Sorry,

We are experiencing some technical difficulties in downloading files. Our support team is working on high priority to resolve it at the earliest. Once it is fixed, you will definitely be notified by our support team.

Meanwhile, try to download different videos from other website and let us know.

November 08, 2013 09:11
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Anne Merlin
RealNetworks Support

kelleyr,

How frustrating it is,

We are experiencing some technical difficulties in downloading videos. Our support team is working on high priority to resolve it at the earliest.

When we have an update on the status of this issue, we will let you know and  provide any instructions that may be necessary and we appreciate your business.

 

November 08, 2013 09:16
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weaverpig

NOW I am upset! I have been a customer for a long time now mainly because I have had some "success" with a few of your products, but my latest attempt at using RealDownloader was met with only a few days of use before trouble insued! After spending about an hour with one of your reps online, where he "took over" my home computer and installed both RealDownloader AND RealPlayer (the former was the PAID version of it), both of these programs worked flawlessly. However, after a few days of using RealPlayer I noticed that whenever I would close the program it would state that my database was corrupted in some way, forcing me to "repair" it. After that, the RealDownloader's "acceleration" feature would operate sporadically and the software would not complete the download (using IE10 and Firefox), and the message would read "Download incomplete. Refresh page and try again." I grow TIRED of speaking to reps online and over the phone. I grow TIRED of having to cross my fingers whenever I attempt to use your products. I am TIRED of uninstalling/reinstalling software just to watch it crash time after time after time... and I am TIRED of spending money on products that not only fail me when I need them, but constantly become obsolete to the point where there IS no upgrade, rather, I would have to purchase the "new version" yet again!!

       I am sure that, based on the Forum page and other sites that I have read regarding Real products, I am not the only one that has had these experiences. What HAS been keeping me coming back for more is the "features" these products claim to offer... which to a small degree... IS delivering what's promised, just in a VERY LIMITED timeframe. I spent money on a product that comes FREELY with a product that I could've spent money on to begin with, so in order to get what I initially paid for, I would have to spend MORE money on? That doesn't make sense, i.e., RealPlayer 16 FREE version is not compatable with RealDownloader PLUS, so I should've bought RealPlayer 16 PLUS, and gotten the benefits of RealDownloader PLUS with that purchase! I don't get it! I cannot and WILL NOT, shell out more money for unstable software again... ever!

  For the record, I use Windows 7 Premium (SP1), IE10 and Firefox 25 as my Browsers

                            AMD Phenom II @ 2.8GH with 8GB of RAM, and a 1.5TB HDD

 

    At any rate... what steps will I have to take to get the REFUND PROCESS started?

November 08, 2013 10:44
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t_muscio

Boy, I went through the same things you did, weaverpig! When I first began using RealPlayer, I recommended it to everyone. I enjoyed it so much I thought I'd spent the money and get all the good stuff...boy, the fun wore off RealQuick. The last issue was "an error has occured", now we are on "download incomplete, refresh and try again" issues. Is RealPlayer having a bleedover from the Obamacare website? Seriously, this is sad.

November 08, 2013 10:59
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Anne Merlin
RealNetworks Support

 

weaverpig,

I am happy to know that you was succesfully using RealPlayer. After uninstalling RealPlayer i suggest you to delete Real Folders and then re-install the program, this will avoid RealPlayer from crashing.

To delete the folders for RealPlayer:

1. Go to My Computer.

2. Go to C:\ or Local Disk (C:\).
3. Go to the Program Files folder.
4. Go to the Real folder.
5. Delete the RealPlayer folders: c:\program files\real\RealPlayer
6. Go back to the Program Files folder.
7. Go to the Common Files folder.
8. Delete the Real folder: c:\program files\common files\real\

In order to install speedbit i recommend you to sign out and sign in which updates speedbit. We are experiencing some technical difficulties in downloading videos. Our support team is working on high priority to resolve it at the earliest.

Meanwhile, try to download different videos from other website and let us know.

If you still wish to have a refund, please contact our live support.

 

November 08, 2013 15:59
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ls_mcgwn
If you delete and uninstall do you not lose the account you paid for???
November 08, 2013 16:04
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Sean
RealNetworks Support

ls_mcgwn,

No you won't lose your RealPlayer Plus account! Please note that after installing, you need to sign in on the RealPlayer free version to activate RealPlayer Plus.

To sign in on RealPlayer,

>Open RealPlayer
>Click on RealPlayer logo at the top left corner.
>Select Sign in from the drop down menu.
>Sign in with your email address and password.

November 08, 2013 18:12
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donato48

So, Are we going to get an answer about the Download problem?

 

November 10, 2013 17:35
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jeremie110

I get the incomplete message and refresh and try again.  That doesn't work, and also, my accelerator feature for some reason stopped working and shows a setting «OFF».  How can we get it back to work.  I paid for that Real Player 16 Plus with accellarator downloader.  I believe I would prefer having the CD or DVD to install and or repair when not operating properly

November 10, 2013 21:23
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manzoarmando1990

im working with ie11 windows 8 ive used real player for the longest time now I get the incomplete message please help

November 11, 2013 19:49
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stephenmbuck

I HAVE FINALLY RESOLVED THE "DOWNLOAD INCOMPLETE" ISSUE.

1. DOWNLOAD FILE

2. WHEN "DOWNLOAD INCOMPLETE" APPEARS CLICK ON "CLEAR COMPLETED"

3. THE DOWNLOAD BOX IS NOW BLANK

4. GO BACK TO THE ORIGINAL FILE AND INITIATE "DOWNLOAD" AGAIN.

5. AT THIS POINT THE "FILMSTRIP" APPEARS IN THE DOWNLOAD BOX, WHICH MEANS THE CONVERSION PROCESS IS WORKING.

6. WAIT FIVE TO TEN MINUTES UNTIL THE ACTUAL VIDEO PICTURE ICON APPEARS WITH A WHITE RUN ARROW IN THE MIDDLE

7. GO TO THE FOLDER SELECTED TO RECEIVE THE FILE, WHICH HAS NOW BEEN CONVERTED TO AN MP4

November 11, 2013 23:17
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Efrain Barrera

Realplayer wont complete video downloads

Hi it always happen when I tried to download a video from YouTube!

Started to happens before when their video files were MP4 and when I converted into FLV (Flash), when I played in Real Player only showed the video but no audio.

Also for the WORSE, LATELY in YouTube when I tried to download a video, it shows that the file downloaded was a .DASH File...! What in a hell is that??!! And it doesn't work either... always got the "incomplete video error"

When I go to other sites that uses Flash Video, I have no problem! Must of the problem is in you tube and other web sites!!

Please, let me know about this problem of downloading from YouTube, as I used a lot for my research in my proyects!!

BY THE WAY! It is possible to download a video from Silverlight using Real Player???

 

Thanks and regards, I will be waiting for your answer to the problem and the SOLUTION...!

 

November 12, 2013 07:53
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Efrain Barrera

My Accelerator feature is always off! How can I turned on?? I tried and I can't get it. Please, let me know

thanks

 

 

November 12, 2013 08:00
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fccirillo

I can see from all the comments above that every one is having the same incomplete download problem and all RealPlayer staff are doing is absolutely nothing except giving customers the run-around. My suggestion is to cancel your realplayer subscription and find a better player.

CANCEL YOUR REALPLAYER SUBSCRIPTION. (They are not going to fix the problem)

November 12, 2013 11:15
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Efrain Barrera

ANSWER  TO THE COMMENT AND SUGGESTION OF stephenmbuck

IT DOESN'T WORK EITHER....!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I TRIED SEVERAL TIMES AND NOW WITH THIS PROBLEM THAT YOUTUBE HAS WITH THEIR NEW .DASH FILE IT DOESN'T WOTK AT ALL!!!

I GOT EVERY WHAT stephenmbuck SUGGESTED; HOWEVER.... NO SOLUTION... ITS DOWNLOAD THE FILE, BUT ALWAYS YOU GET IN YOUR DOWNLOADED FOLDER THE .DASH FILE. IF... YOU HAVE - AS I DO - A VIDEO CONVERTER SOFTWARE, YOU CAN CONVERT IT IN FLASH OR MP4....BUT WHEN YOU PLAYED IN REAL PLAYER ONLY YOU GET THE VIDEO AND NO AOUDIO....THIS SUCKS...!!!

REAL PLAYER.... WHERE IN THE HELL ARE YOU FOR YOUR CUSTOMERS?????

DO YOU HAVE R&D DEPARTMENT TO KEEP ONGOING WITH THE NEW ISSUES IN THE INTERNET AND FIXED BEFORE YOUR CUSTOMERS GET ALL PISS OFF WITH YOUR SOFTWARE????

WHAT THAT HELL IS GOING ON WITH YOU GUYS...???

PLEASE.....!!!! A LITTLE MORE OF CUSTOMER SERVICE ANS SUPPORT....WILL YOU....????

THANKS....!!!

 

November 12, 2013 13:18
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coolkelure

I have the same problem as everyone else`download incomplete refresh and try again`...This problem has not been solved even after several months of people complaining so looks like realplayer & its `add ons` are a thing of the past,Shame it used to be great!.... I`ll be looking for a refund as this software is `Not fit for purpose` & so breaches the `trade description act`.At least in the UK anyway..

November 12, 2013 15:53
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stephenmbuck

THIS IS A REPLY TO EFRARA.BA: WHEN YOU GET THE "DOWNLOAD INCOMPLETE" IT IS IMPORTANT TO CLICK ON "CLEAR COMPLETED" AND THEN GO BACK TO THE ORIGINAL VIDEO YOU ARE DOWNLOADING AND CLICK ON "DOWNLOAD" AGAIN. THIS SHOULD BRING UP THE "FILMSTRIP THUMBNAIL" IN THE DOWNLOAD BOX AND THE ACCELERATOR SHOULD STILL BE RUNNING IF YOU HAVE THAT OPTION. IT IS VERY IMPORTANT TO DO NOTHING FOR UP TO TEN MINUTES, DEPENDING ON FILE SIZE, TO ALLOW THE CONVERSION TO MP4 TO COMPLETE. WHEN THE CONVERSION IS COMPLETE THE "FILMSTRIP" THUMBNAIL WILL CHANGE TO A THUMBNAIL OF THE VIDEO YOU ARE DOWNLOADING. AT THAT POINT THE MP4 SHOULD BE DELIVERED TO YOUR DESTINATION FILE. PLEASE LET ME KNOW WHAT RESULTS YOU GET WHEN YOU TRY THIS METHOD.  THANKS

November 12, 2013 16:13
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antoinegypt

I am having the same prolem and tried all the above still not working anyone form realplayer team can give us a technical answer ? PLEASE

November 12, 2013 19:14
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antoinegypt

i was able to download but the downloaded file has a .DASH extention and cannot be played

November 12, 2013 19:43
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stephenmbuck

THIS IS A REPLY TO AUTOINEGYPT:

1. WHEN YOU GOT "DOWNLOAD INCOMPLETE" DID YOU CLICK ON "CLEAR COMPLETED"?

2. IF SO, DID YOU THEN GO BACK TO THE VIDEO AND SELECT "DOWNLOAD" AGAIN?

3. DID YOU GET THE "FILM STRIP" THUMBNAIL IN THE DOWNLOAD BOX?

4. IF SO, THE .DASH FILE WAS DOWNLOADED TO YOUR SELECTED FOLDER AND THE CONVERSION PROCESS WAS BEGUN.

5. DID YOU WAIT UNTIL THE THUMBNAIL IN THE DOWNLOAD BOX TURNED TO A THUMBNAIL PICTURE OF YOUR VIDEO?

6. IF YOU DON'T WAIT LONG ENOUGH, THE CONVERSION TO MP4 WON'T BE COMPLETE AND ONLY THE .DASH FILE WILL BE DISPLAYED, WHICH IS WHAT YOU REPORTED..

I DON'T KNOW HOW LONG THIS CONVERSION  TAKES ON YOUR MACHINE, AS IT DEPENDS UPON MANY THINGS. TRY A SHORT FILE FIRST SO THE WAIT WILL NOT BE SO LONG. I AM RUNNING WINDOWS 8 WITH A DUAL PROCESSOR MACHINE AND AM ON HIGH SPEED CABLE INTERNET, SO IT TAKES ABOUT 5 MINUTES TO CONVERT A HALF-HOUR VIDEO TO AN MP4 FROM A URL ON THE NET. PLEASE LET ME KNOW THE RESULTS OF YOUR EFFORTS. IT TOOK ME SEVERAL DAYS TO FINALLY FIGURE THIS OUT AND IT WORKS CONSISTENTLY FOR ME EVERY TIME.

THANKS

November 12, 2013 23:00
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ls_mcgwn

when the clip downloads it then says that it needs more software to play the clip.  It tells me I need to install real player quick time plug in.. is this not part of real player plus16? How do I install this? I refuse to pay any more money as I have already paid €40 for real player and it has not worked for the last month,.

November 13, 2013 04:16
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claudewhite1

For weeks I have had the incomplete problem on YTube with GChrome & FireF browsers; but the last two days I have been able to download/trim OK with the RealPlayer browser.  I hope it lasts!  Thanks.

November 13, 2013 17:17
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Sean
RealNetworks Support

antoinegypt,

How frustrating! Some sites have introduced a new streaming standard. The latest build of RealDownloader is designed to automatically convert videos to playable .MP4 format at the end of the download. Hence, while downloading videos, you need to wait until the thumbnail of video gets loaded. After thumbnail gets loaded, video will be saved in .MP4 format. If you close RealDownloader window before it converts the video, it will get saved in .DASH format.

In addition, please ensure that you have the latest build of RealPlayer 16, which is: 16.0.3.51. To check that, follow these steps:

1- Open the RealPlayer software.

2- Click "Help" at the top of RealPlayer. A menu appears directly under the "Help" option.

3- Choose "About RealPlayer" inside the "Help" menu. A window opens.

4- Read the information listed beside "Version" near the top of the "About RealPlayer" window. These numbers indicate the version of RealPlayer currently installed on the computer.

November 13, 2013 19:42
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Sean
RealNetworks Support

ls_mcgwn,

Sorry you can't play videos clips! Try installing QuickTime free version to enable the necessary codec for RealPlayer to play those files.

QuickTime : http://www.apple.com/quicktime/download/

After installing QuickTime, restart the computer and try playing the files through RealPlayer.

November 13, 2013 19:45
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Sean
RealNetworks Support

Hi All,

Sorry you can't download videos! Our technical team is aware of this issue and currently working on a fix. This issue will be resolved as early as possible. When we have an update on the status of this issue, we will let you know.

November 13, 2013 19:47
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Sean
RealNetworks Support

Efrain Barrera,

Sorry the Speedbit Accelerator doesn't work! You can't turn on or turn off the Speedbit Accelerator feature manually. If the video is available for faster download, Speedbit Accelerator will automatically start functioning. 

The accelerated video download feature of the RealPlayer Plus is not allowed by some websites; however, it should always work with downloadable YouTube videos.You can try downloading this video.

To see the list of websites that Speedbit supports, click here.

If your download window shows "Accelerated by Speedbit" for this test download (as in the example below), this means that the accleration feature is working, but the website you were trying to download from previously does not support Speedbit.

Accelerated by Speedbit

If that doesn't work, try performing a clean uninstall and reinstall, to do so follow this link: 

https://realnetworks.zendesk.com/entries/23994572

Note: Make sure you delete the RealPlayer folders as mentioned on the link before reinstalling RealPlayer.

After installing RealPlayer follow the steps to enable the RealPlayer Plugin in your web browser,

https://realnetworks.zendesk.com/entries/23689856

 

 

November 13, 2013 19:59
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cyp

Many thanks to stephenmbuck.

Your prescription works:  I had to download the first filmclip twice with an interveening click on "clear completed".

But after that I could download several filmclips without problems. 

November 15, 2013 13:51
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tomemard

The main thing is don't get upset. According to the RealPlayer tech people, they are working on a fix for the download problem. I spent most of last week trying to figure out a work around to no avail. I contacted the company twice and got the same answer..be patient!

November 15, 2013 16:11
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stephenmbuck

TO TOMARD:

I HAVE THE WORKAROUND. PLEASE VIEW MY COMMENTS ABOVE AT stephenmbuck. PLEASE REPLY AND TELL ME YOUR PROGRESS.

THANKS

November 15, 2013 16:41
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jklasen

I purchased  real player plus 16 Ive tied it all and cant get it to work like every one else,  not only that my credit card was compremised  in the process. SO NEVER AGAIN,       I'll find a product  that actually delivers what it claims.

November 15, 2013 18:05
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Sean
RealNetworks Support

jklasen,

Sorry you can't download videos using RealPlayer! As mentioned earlier, our technical team is rapidly working on a fix. When we have an update on the status of this issue, we will let you know.

We never disclose our customer details with anyone. RealNetworks fully complies with the Payment Card Industry Data Security Standards and our practices are audited on an annual basis. Payment card information is stored in encrypted form and all transaction data is stored in a secure, audited environment.

November 15, 2013 19:02
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mipost

Why O why is this taking Real Player so long to solve? With possibly millions of users REAL should be working all night twenty-four hours a day seven days a week to sort this out. Many of us suspect that the JWO communists at Google-Youtube are behind this, they've screwed practically everything else up. The problem really is that RP is the only downloader I've found that really used to work and is not rotten with malaware. I pity the people whose business/websites/blogs journalism depends on this software being effective. At least REAL should tell us what the nature of the problem is and why it is taking so long to sort out! 

November 17, 2013 10:47
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Anne Merlin
RealNetworks Support

mipost,

We know lot of RealPlayer users are upset about this issue, who use this software for various purposes. As informed, our support team is working on high priority to resolve it. We will keep you posted at the earliest.

November 17, 2013 11:20
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esera.maeataanoa

This Real Player Plus 16, is a misrepresented product to the customer as we can all see. Real should therefore refund or extend our product to include the updated version when you have got your act together.

I have wasted countless hours, cds , data memory etc because  you have sold us a dud product. REFUND please.

November 18, 2013 14:42
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sheilajhb

Thank you SO much!  We were having the same issue with the video not downloaded, refresh screen and try again.  It was very frustrating.  The "file, open, and type in youtube" option worked!  Other sites have been working using the web video page it was just the youtube videos we have had problems with.  Thanks! 

November 18, 2013 15:29
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terrylmorris55123

Add me to your list of people who are not happy about this issue. Please let me know when this has been straightened out!

November 18, 2013 18:57
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antoinegypt

This is a formal message to REALPLAYER Tech team :

Would you please provide a resolution date/time to all of us in order to make a decision if we will continue using this software.

You cannot keep pretending that you are working on it unless you have an ETA .

PLEASE COMMUNICATE YOUR UAT and ETA . Any other answer is not acceptable

November 19, 2013 05:09
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spunkyboo

I'm also having the same problem, what's going on..this has been happening for a whle..thank you in advance

November 19, 2013 07:06
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Anne Merlin
RealNetworks Support

esera.maeataanoa,

We don't like like to see our customers upset and inconvenienced. We always strive to create a positive customer experience.

RealPlayer is designed to help customers accomplish your tasks with as few steps and clicks as possible.

RealPlayer Plus, purchased version 16, which was a one-time charge.  With that purchase, you received updates. This is a new product with new features. 

As per your request, I've processed the refund associated with your account. Please allow a few days for the refund to appear (the processing time depends on your financial instiution). This will appear on your next credit card statement issued following this processing period.

November 19, 2013 09:47
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Anne Merlin
RealNetworks Support

sheilajhb,

I'm glad to hear that this is working for you now!

Thank you for letting us know.

November 19, 2013 09:50
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Anne Merlin
RealNetworks Support

terrylmorris55123,

We don't like to see our customers upset. Our support team is rapidly working on high priority to resolve it at the earliest. When we have an update on the status of this issue you will be notified by our Technical Team.

November 19, 2013 09:52
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Anne Merlin
RealNetworks Support

antoinegypt,

Sorry we have'nt recieved any exact time frame when it's going to resolved. Our support team is rapidly working on high priority to resolve it at the earliest. When we have an update on the status of this issue you will be notified by our Technical Team.

November 19, 2013 10:30
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Anne Merlin
RealNetworks Support

spunkyboo,

As informed, it is a known issue and our technical team is working on it. when we have an update on this issue you will be notified. As an interim fix try the steps below:

Restart your computer and try downloading videos using RealPlayer browser, to do so,

>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.

November 19, 2013 10:36
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gtanks101

Bummer ! I got sucked into this too ! When can we expect a fix? This like Obama care? I should of realized that if the free real player wouldn't do it neither would the costly one ! Are they the same? Yeah we are upset ! GP

November 21, 2013 08:29
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Sean
RealNetworks Support

gtanks101

How frustrating! This issue is with both free and paid version of RealPlayer. Our technical team is actively working on a fix. It will be resolved as early as possible. When we have an update on the status of this issue, we will let you know.

In the meantime, when you download a video if it says 'Download incomplete refresh the page.' Try downloading the same video again (Make sure you don't clear the list in RealDownloader).

 

 

November 21, 2013 20:05
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t_muscio

That may be a temporary ix for some Sean, but for those on a FIXED allowance of bandwith (satellite internet) it is not an option. My gosh, you folks have been aware of this problem for HOW LONG NOW? Have you considered a NEW 'technical team'?

November 22, 2013 06:37
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gtanks101

I found out something interesting ! Sometimes when you attempt to record the vid it ends with unable to complete!  So don't delete that but try the record or save feature again and the original will magically appear completed ! Then of course you can stop and dump the second attempt ! That didn't work every time but it can save you time in the long run ! Other times the save video feature worked fine. I'm thinking that the commercial's are interfearing with the real player so hit the save this vid button after the commercial ends !  Sorry for bashing you real player people!  I know you are working on it ! The player can pay for it's self in one or two records ! :)

November 22, 2013 08:07
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Anne Merlin
RealNetworks Support

t_muscio,

Our Support Team is aware when the issue occurred and rapidly working on high priority to resolve it at the earliest. When we have an update on the status of this issue you will surely be notified by our Technical Team.

November 22, 2013 10:31
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Anne Merlin
RealNetworks Support

gtanks101,

Thank you for taking the time to share your comments with us. We appreciate it!

I apologize for any inconvenience this may have caused.

As informed earlier, our Technical team is working on a fix. Once resolved, we'll let you know. 

 

 

November 22, 2013 10:36
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rise

I did what others tried - downloaded one video and left it on after I got the message "Download incomplete, etc."  I refreshed the page and downloaded AGAIN, and THIS time the second download worked - don't know why - what a MESS!!!  Just don't take the first download off, and you should be fine.

November 22, 2013 15:58
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torino72

I'm unable to get the download to work using the RealPlayer browser method.  I was downloading a video that said it was 24.8MB.  The most that downloaded was a DASH file of 24.7MB.  Most of the downloads are saying they are downloading a file of 8.1Mb or 15.6MB but always fail with the "Download Incomplete" message.  I went into the folder where some partial DASH files were found for this video.  None will play in RealPlayer.  I renamed them to be mp4 files and played them using Windows Media Player.  The 24.7MB file played the full video with no sound.  The 8.1MB files played what seemed to be the full audio with no video.  It's a mess. 

November 22, 2013 20:04
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shahkinghero

I am not able to download anything with real downloader since the past 30 days. nothing at all, incomplete download and am told to refresh page etc but still nothing happens..... why is this going on and on wit real player now? this never happened earlier, for the past 4 years everything was going fine, why this sudden change? you guys want us to buy premiums that's why??

November 22, 2013 20:56
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Sean
RealNetworks Support

torino72,

Sorry you are unable to play downloaded videos! Some sites have introduced a new streaming standard. The latest build of RealDownloader is designed to automatically convert videos to playable .MP4 format at the end of the download. Hence, while downloading videos, you need to wait until the thumbnail of video gets loaded. After thumbnail gets loaded, video will be saved in .MP4 format. If you close RealDownloader window before it converts the video, it will get saved in .DASH format.

November 22, 2013 23:37
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Sean
RealNetworks Support

shahkinghero,

Sorry you are unable to download videos! Our technical team is aware of this issue and currently working on a fix. This issue will be resolved as early as possible. When we have an update on the status of this issue, we will let you know.

In the meantime, when it says ''Download Incomplete. Refresh the page and try again,'' redownload the same video (Click on ''Download This Video''again) to download it properly.

Note: Please Make sure you don't click Clear List in RealDownloader

 

November 22, 2013 23:41
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torino72

My point was I'm trying the same thing you suggest above but it is not working no matter how many times I try to DL the video.  RealPlayer seems to be having problems determining the size of the video it is DL in a consistent manner. 

November 23, 2013 08:27
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gtanks101

I had a new issue yesterday on youtube real player said I needed to download quicktime ! :) Was unable to download using the second try while not deleting the first try method. I'm gonna download quicktime and see what happens on that particular video ! :)

November 23, 2013 08:33
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Anne Merlin
RealNetworks Support

torino72,

For some customers the above steps are working. Size of the video does not matters with RealPlayer it will start the downloading but the downloading process will not complete. Our Technical Team is rapidly working to fix this issue as soon as possible. We will let you know when we have an update on the status.

November 23, 2013 09:33
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Anne Merlin
RealNetworks Support

gtanks101,

The particular video that you're trying to download must be in MP4 format so necessary codec needs to be installed.

Visit Apple's QuickTime site to download:

Here is the link: http://www.apple.com/quicktime/ 

After installing Quick Time try to download the video.

November 23, 2013 09:39
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torino72

OK, I'm caught up with those who are able to DL on the 2d try using the RealPlayer browser method.  My problem was evidently an error with my QuickTime 7.7.4 installation for Windows 7.  I deleted the install and reinstalled and now it works.   

November 23, 2013 20:16