Knowledge Base/Community/RealPlayer 16 and Previous PC Versions

Answered

"Failed to Convert" in RealDownloader

hua_wang63
asked this on September 07, 2013 20:05

Using RealDownloader to download a video in Youtube. It should be ".mp4" file. But the downloader created two '.DASH' files, then stopped. It also shows a message as "Fail to Convert".

 

Comments

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Jessy
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

After that try to re-download the videos and convert it using RealPlayer. If the issue still persists, please let us know. 

September 08, 2013 10:59
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hua_wang63

I did as you suggested. It still happened. But not every time. Sometime it works fine, sometime it still shows "Failed to Convert" and leave two DASH files. I am using RealPlayer 16 on XP with SP3. I tried to download the same video on a Win7 machine. It works fine and never have the same error.

September 10, 2013 07:58
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Sean
RealNetworks Support

We would suggest you to try downloading the same video using alternate browser like Google Chrome or Mozilla Firefox.

If that doesn't help, let us know.

September 10, 2013 11:32
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meyer

I have tried the above. but its the same: I get 2 dash-files and a failed to convert message. What can I do?

September 15, 2013 08:23
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Sean
RealNetworks Support

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

If that doesn't help, let us know

September 15, 2013 13:58
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alleng8
Check Answer

I was earlier looking for info regarding the new DASH files appearing when I d/l videos from YouTube. They started appearing after your new Aug 21 version. I noticed some other folks were frustrated with them also. But by accident I was playing with them and noticed what to do. I tried d/l some very short chess videos from YouTube. I left the RealDownloader box open, and I did not hit the Clear Completed button. I had a Windows Explorer box open to the file folder destination for the files. Each file begins as Filename.YouTube1.dash and Filename.YouTube.dash. After the short 2-3 minute video finished, I noticed that the 2 files magically merged by themselves into one - like Filename.MP4. Bigger files took longer and there is nothing to indicate to you what is going on. It used to be if you d/l a video, it was done as soon as the blue progress bar finished, but now you have to wait with the RealDownloader box open (and do not hit the Clear Completed button) until the 2 DASH files finish processing and changing to one MP4 file. Watch with your Windows Explorer box for when they have finished and then close your RealDownloader box. Hopes this helps others.

September 18, 2013 10:04
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hua_wang63

Yes, if the convert works fine, it will merge (convert) the two dash files and create a mp4 file. But the situation here is that after downloder created the two dash files, it did not merge the files. When Downloader download the file you can see the the information as "Downloading... nnn of nnn MB". After download and create those two dash files, you will see the message of "Converting...". But after that it will show a message as "Fail of Convert". In the folder, you will see two dash files only. The problem is that, this does not always happen. Sometime it works and sometime it is not.

September 26, 2013 16:39
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ccharles

I wonder if RealNetworks Support even reads the questions before posting a "copy and paste solution template"... like if you tell them your windows won't run MS Word, they'll tell you to buy a new computer because it's broken.

October 04, 2013 07:41
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ccharles

So there's no solution to these .DASH files... why is real player downloading these flash videos as .DASH files now?   It used to download mp4 or FLV files.  Anyone knows?  Because RealNetworks Support is clueless or doesn't care until we get a PAID version of real player plus.

October 04, 2013 07:42
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Sean
RealNetworks Support
Check Answer

I can understand your frustration, as you know, some 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. After the thumbnail gets loaded the video will be saved as playable .MP4 format.  

October 04, 2013 09:10
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ccharles

Hi Sean, Thanks for responding.    I do see some converting after upgrading to the Real Cloud Player but some videos fail to convert.   Do you know why these doesn't convert?  And even the dash file disappears after failing to convert.

October 05, 2013 06:01
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Sean
RealNetworks Support

Those videos might be missing some codecs which are required for conversion or they might be protected with copyrights. We respect copyright, hence if the video is protected with copyrights then RealPlayer cannot download it. 

October 05, 2013 08:37
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aunaunteo92

Hi,so what we can do for the both 2 dash file? can it be convert to playable? or it juz a rubbish file?

October 16, 2013 01:00
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frenchfilm

Hello,

Thanks for taking time to look into this. As far as I'm concerned, the DASH files download. At the end, a "Converting to... XXX of YYY MB" progress bar appears and when it is done, the file name becomes clickable (as usual), with a blank thumbnail to its side, but there is nothing I can do with this file at all, it won't open anywhere, whether from the Downloader window or the Explorer folder. Sometimes, it even disappears completely from the Windows Explorer folder, yet remains in the Dowloader. There's been only one file for which the process has worked fine, and not the smallest one. How can we make this stable?

October 16, 2013 05:18
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Sean
RealNetworks Support

aunaunteo92 & frenchfilm,

You can't play/convert dash files. Performing a clean uninstall and reinstall can help you resolve many issues, 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

October 18, 2013 11:19
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yorkdruid

this problem still exists, please no more bullshit about reinstall or bad computers be honest for once

November 03, 2013 22:20
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yorkdruid

had completed a uninstall and clean re install but still getting dash files

November 04, 2013 00:27
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Sean
RealNetworks Support

yorkdruid,

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 04, 2013 09:02
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navendranp

Well, I too had similar problem; however after some time I noticed that Dash files get converted to MP4 files, if I do not close real player download & internet connection is on

the advantage of DASH files, the size of the download file is small & quicker

 

November 06, 2013 23:39
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mistykblu

I read all the above comments and it makes me think of the nightmare story we all went through when Real Player told us that if we cleaned up and re-installed real player with plus etc etc etc..that we would be able to download MP4 videos.  After much BS they finally told us that they were working on the problem and that i would be fixed.  I went through hell and high water trying to get MP4 to play but alas all I had was a bunch of files I downloaded which would not play and which were worthless since you had to go back and download them again WHEN Real Player finally fixed it so that we could download the MP4 files instead of having to go through Real Player and paste the address into their file etc.  NOW here we go again all of a sudden along comes DASH file and we are all going through he same thing again. Sometimes they will download and other times they will not.  Sometimes they will convert and other times they will not so you are left with a bunch of useless files you can't do anything about.  I want Real Player to know that not all people have the freedom of being able to clean and reload Real Player every time something goes wrong.  Not all people have the freedom of downloading one million times because Real Player is not converting like it is supposed to because we are at work.  Each download and each reload using company time which we all know are recorded somewhere ( which most  places frown on and you can lose your job).  Then you have the folks who have to pay a big fee in order to have internet service via satellite delivered to their home so every download and reload uses band width which we have to keep adding and paying for until Real Player comes up with the solution.  I personally am going to sit back and wait for Real Player to fix this problem and until they own up to the fact that the problem is on their end we can all just save ourselves some time and energy because it ain't gone to happen until they do.  I went through all this before and refuse to attempt to go through all the steps mentioned above.  When you pay for premium services and plus you need to demand the best service and I am.  So Real Player folks let’s get to work on the problem and fix it eventually like you did the MP4 fiasco.  I like Real Player and really don't want to change to another format but the older I get the less I like the frustration of having to keep up with technology - that's why I pay for someone else to do it for me.  HANG IN THERE GUYS -  A SOLUTION WILL BE FORTHCOMING.

November 19, 2013 05:38
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Anne Merlin
RealNetworks Support

mistykblu,

I can certainly understand the frustration, it is not the experience we want for our customers. We greatly appreciate your patience as we work to fix this most recent issue. I’d like to address a couple of things. First, the situation with DASH files faced earlier in the year, has been resolved. In this case, it is important to wait for the thumbnail to fully download before closing the Downloader. With the most current issue, some customers receive an error message of either ‘download incomplete’ or ‘unable to download’ due to changes made at some sites. You can try downloading from other websites such as www.vimeo.com and www.imdb.com to confirm this. While not ideal, the other thing you can do is to keep attempting the download; it will usually be successful after trying a few times.  Again, we appreciate your patience while we work to get this fixed.

 

November 19, 2013 15:59
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sansao.john

Well said. Anyway looking towards solving the dash file problem. First of all, one of the dash files is a video file and the other one is an audio file. Both can be opened using VLC Media Player. You can straight away open the files from VLC Media Player or on the file itself by right click and then going to properties where your default Media Player should be VLC Media Player. You can download the new version: 2.1.1.0 if necessary. From the VLC itself you can convert both the files. Just click the media button and you shall see convert/save, click it and then click add where you will add your dash file. After select the format and location where the file will be saved. About merging should be no problem at all. I suggest you download (youtube downloader) if using youtube or any video downloader available out there. We will have to wait till RealPlayer team does something about it. Good luck...

November 26, 2013 13:27
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sansao.john
November 26, 2013 13:34
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pkerr

I have tried reinstalling Realplayer, SEVERAL TIMES'. I find that the file I downloaded is converted to an MP4 on around 1 in 6 attempts. Other times I get dash files. This is obviously a problem to a number of users. Come on, come up with a solution.

 

Peter Kerr

 

November 30, 2013 12:19
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darney53

Thanks sansao.john, I have followed your advice since it is a workaround solution to the few hours I spent downloading dash files. True Real needs to fix this problem. I am a premium subscriber to RealPlayer 16. But in the meantime having a way to convert and play these files keeps me from being upset about the kerfuffle of this new tech adaptation, which is not ready for prime time. Thanks again!  

November 30, 2013 21:43
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setsebea82

keeps on dashing and dashing. sometimes the same files , being downloaderd from utube, once download properly, then for some time not at all, because the downloader crashes, or download again as dash-crash. SO Realplayer, so far mostly Problems. Tell us, what u are intendig to do, to solve These very unpleasant fenomenas. It`s almost x-mas. The kiddies are waiting. I´m one of them.

December 13, 2013 11:50
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simon

It could be just coincidence that all my downloads have worked since I tried this, but I may have found an answer, if you are using google chrome as your default browser:

1. Click on the three horizontal stripes in the top right-hand corner;

2. Go to "settings"

3. Click on "extensions"

4. click on the "get new extensions" link at the bottom

5. Find, add and open "Youtube Options"

6. click on the "advanced settings" link at the bottom

7. In advanced settings, check the box for "disable DASH"

 

 

 

December 14, 2013 05:56
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darney53

Simon you are right, if using Google Chrome. But what you did not mention is you have to apply the extension "Youtube Center. Then you can disable DASH and your files will download through Youtube as MP4, directly to you computer. I had to drag the downloaded file into my extensions in Chrome, but once I did; an it was enabled you can choose the format of files you want to download, but it is not done in Realplayer but through Youtube it's self. Under neath the video screen where you see the option to download. To all who are having this problem Simon has the best answer. (Please Note) I commented on sanso.john solution before I attempted to try it. (My mistake for doing that) cause it did not work. "Please" if you can; disregard my carelessness. I have tried simon solution and it works. 

December 14, 2013 11:22
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mistykblu

 

Hi Real Player Folks.  I really appreciate all the comments that are listed above as to how to get dash files to play.  I am not very computer literate and really need someone to take baby steps to help me through what simon and darney53 had to say; however, I have run into another issue which is very disturbing to me. First of all I download at work and I am not sure whether or not these changes will affect my system here and I am always afraid of getting spyware, Trojans etc into my computer - please advise; secondly this morning at work as it sometimes does happen I found that my real plus was not activated so as I usually do I - it appears on the right side of my real  player window - I click it and usually it will ask for my email and password and then it switches from the right side of my computer to the left side where it should be.  Today I got a message to download Real Player for free and they are asking me to pay for the plus which I have paid for.  Plus it gives me several other options of systems I can use.  This is very unusual so I check to see if I have recent updates which I do.  WHAT IS GOING ON - I have done this numerous times and today everything changed.  Real Player what is going on?  There are only so many things a person can go through and this has my teeth on edge.  I don't know why the real plus sometimes appears on the right side but I have never had a problem getting it to activate.  Writing this in a hurry - I know I can contact Real Player live etc. but sometimes I don't have time to do all of that.  Please advise.  Happy Holidays everyone!  Have attached screens.  This is just great!!!

 

December 20, 2013 04:24
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darney53

I looked at your screen shots. Are you logged in? did you do the updates? Also real player is now called "RealPlayer Cloud. Regarding what me and Simon are referring to, no you will not get a virus. But this fix is only for Google Chrome browser. If this is what you use I will gladly walk you through. 

December 20, 2013 04:55
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mistykblu

Hi darney53  What do you mean that Real Plaryer is now called RealPlayer Cloud. What ELSE!!  I have never heard of such a thing.  I have checked my Real Player 16 updates that they say that I am up to date and don't need to download anything else.  Sorry but I don't know much about Chrome etc.  I go through Startpage Search Engine which is a private browser which does not give out information when I log on to the internet.  I have had nothing but problems with Real Player.  Since I don't understand much about browsers etc I leave it up to Real Player to help me through.  The only thing I do with Real Player is to play videos that I download when they do download.  I too am having problems getting Dash file to convert although Real Player says they do.  Before when I opened up Real Player which is on my desktop at work the Plus was always under the Real Player on the left side all of a sudden today it says Get Real Player Plus then it gives you all the options to go through certain companies.  I would have no problem if I were at home with a personal computer but have to be careful at work - they are not happy that I have downloaded it so I don't play it - bought another computer in order to do that at work.  You see my problems.......I think maybe this whole thing is over my head.  I am sick and tired of having to deal with all these other things.  I guess next week I will get on board wtih someone live from Real Player and give them a piece of my mind.  When you get older you get use to a certain format and don't want to change.  I could probably download from youtube and play them on my Window Media Player.  Thanks so much for your help and caring.  Have a wonderful holiday.  If I get any answers from Real Player about dash files I will be sure to post.  All they want is for you to upgrade and pay more and more for little and little. 

December 20, 2013 07:31
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darney53

mistyblu, If you are at your job using computer it would be better that you do nothing. You can contact Real, they do not have a fix for the incomplete DASH files. If you don't know about browsers, I can help, but not at your job computer. I had to re-download the real player when I did, I contacted them cause all I could find was Real Player Cloud. That's when they told me the name has changed. Again I would suggest that you just listen to Youtube videos at work. When you are at home on your personal computer, is when you can try some kind of fix to download. I am not using Real Player to download anymore (TO UNSTABLE) I use the down-loader in my browser now since I added the Youtube Center to my Google Chrome extensions. Oh by the way Google owns Youtube so there system is always functional. If you want to msg me to help you on your personal computer I will, just mgs. me. Have a great Christmas

December 20, 2013 07:57
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mistykblu

Thanks darney53 - I am ready to retire in around six or seven months so your advice is a good one. Will keep it clean from here and wait to see what develops.  Thanks for your help - believe me you don't want to mentor me - my daughter gets frustrated so I will just have to sit down and start reading.  Thanks so much - Ann

December 20, 2013 08:24
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mike

Lets face it, Realplayer has a history of running alright for a few weeks and then something different goes wrong. Your answers are always the same; try uninstalling and reinstalling. I wish I had a nickel for every time I've done that. It was one thing when your product was free, but now people pay for it and the product is still full of bugs and your service level is still poor. For all the issues people have you should be coming out with an update or fix every week but we're lucky if we see one a year. I reinstalled Realplayer a little over a week ago and it ran fine until now, then all of a sudden unable to convert. Well there's another one I've never seen before. You're full of surprises. I'm not going to uninstall and reinstall again, I'm sick of doing that. Just fix the damn thing this time.  

January 09, 2014 18:31
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hua_wang63

I just realized that this happened at the time when Realplayer started to download when it only identified the the partial video file. For example, for a 20 minutes video, the realplay started to download when it identified only 10 MB or some thime it started to download when it idnetified only 21 MB., etc. Then after download, it failed to convert. But i do not know why Realplayer could not identify the full length (or size) of the file.

January 12, 2014 12:24
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mymplan

Real Player knows of these problems, but keeps pushing out the same old lame excuses while still collecting money from anyone purchasing their software. We want a full refund. The downloader hasn't worked properly since we bought it. This is truly false advertising and that's against the law.

January 20, 2014 17:25
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darney53

You are so true about what is included in the premium Realplayer 16 Pro. My accelerator in the Realdownloader stop working, When they switched to MP4, the downloads missed up at the beginning. Then they have switched to DASH files that are suppose to merge into MP4, that's not working. They keep stating to un-install & re-install, that's not working. They have no solution as they fade out. So now they offer cloud service to attract new premium accounts. But they have no solution to the basic expectations advertised in there Realplayer Pro (premium paid account). I have not been using it to view, or download Youtube or anything else. I have added to my broswer "Youtube Center". Please follow link.  http://userscripts.org/scripts/show/114002. I use Google Chrome as my default browser. But you will find the correct steps for whatever browser you use. After installing Youtube Center, you will be able to download directly below the video window in Youtube, just click on download and chose folder that you want to save the file in. They are not going to refund our money, but their player will soon become history for what we premium subscribers have paid for. 

January 20, 2014 18:23
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Andy
RealNetworks Support

Apologies for the late reply to all your questions!

The following issues have been fixed in the new build of RealPlayer Cloud.

- Download This Video button did not appear in Chrome 31 or Internet Explorer 11
- "Download incomplete" and "Unable to download" error messages
- Playing videos downloaded from YouTube

RealNetworks released RealPlayer Cloud in English worldwide for Windows 7 and higher operating systems. If you are on Win 7 or higher, please go to www.real.com and download the free version RealPlayer Cloud. If you purchased RealPlayer Plus version 16, you can login using your email address and password to access your premium features.

Customers that are on Win XP or Vista, we will be working on a similar fix for RealPlayer v16 and hope to release that soon but do not have a date yet. For customers that prefer to wait for your localized language (not US English) we are working on those versions that as well.

January 21, 2014 11:45
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darney53

Do we need to uninstall the current version installed on our computers?

January 21, 2014 13:08
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Andy
RealNetworks Support

Yes! You will need to completely remove RealPlayer from your PC, then reinstall RealPlayer Cloud.

Note: This fix will only work for customers having Windows 7, 8 & 8.1

Try uninstalling the existing software using the instructions from this link:

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

In a nutshell: You will download and install the free version of RealPlayer onto your machine. You will then need to sign in to your premium account to unlock the Plus features.

First, download the free version from http://www.real.com (depending on your operating system, the button may say Download the Free RealPlayer or Get RealPlayer Cloud Free).

Next, sign in to access the premium features. To do so, follow this link:

https://realnetworks.zendesk.com/entries/23585297

At this point the logo in the upper left corner should indicate RealPlayer Plus and the premium features should be available. Enjoy!

 

January 21, 2014 13:15
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darney53

Thank you Andy. I followed you instructions and did a clean un-install then re-installed from download link you provided. I can now download. The downloader will convert files for me to watch or listen to later. Thank you Realplayer for proving me wrong. I hope that the accelerator properties will be improved, since it is a part of your Realplayer Pro addition. I know that is another issue that probably belongs in another forum.

January 24, 2014 14:44
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ruddyfam

Andy, I did just as you described. Uninstalled Realplayer 16 and deleted all Real file locations from my C drive, then downloaded the Realplayer Cloud and installed it and signed in to Plus. I still have the same problem trying to download from Youtube. I still get the "unable to download" error time after time. When the download starts it tries to download 3 files, 2 dash files and 1 meta file. Always get the "unable to download". Nothing has changed for me. I'm using IE11 with Windows 7 64-bit.

January 26, 2014 10:28
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ruddyfam

Nevermind, I got it working somehow. Please ignore my previous post.

January 26, 2014 10:33
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Andy
RealNetworks Support

darney53 & ruddyfam,

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

Thank you for letting us know.

January 26, 2014 10:45
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ruddyfam

Actually I do have another question. I don't want the cloud service. I tried to deactivate my account and I get this message "The user has active subscriptions. Must cancel UDS/ECWS subscriptions before deleting user". How can I get rid of my active subscriptions?

January 26, 2014 10:48
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Andy
RealNetworks Support

Thanks you for writing back.

On checking your account, I see that you have purchased RealPlayer Plus 16. This is the reason you are getting this error message. 

If you prefer not to cancel RealPlayer Plus 16, you can just uninstall RealPlayer Cloud and start using RealPlayer 16. 

Before that please uninstall RealPlayer Cloud by following this link:

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

Once done, download the free version from http://cache-download.real.com/free/support/win/RealPlayer16.exe

Next, sign in to access the premium features. Follow these steps:

1. Open RealPlayer.
2. Click on the down arrow to the right of the RealPlayer logo (upper left corner of the player).
3. Select Sign in.
4. Enter the email address and password associated with the account.

At this point the logo in the upper left corner should indicate RealPlayer Plus and the premium features should be available. Enjoy!

I hope this information helps. Let us know the status. 

January 26, 2014 11:10
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ruddyfam

But then I'll go back to having trouble downloading videos off Youtube again. Gee whiz.

January 26, 2014 11:12
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Andy
RealNetworks Support

I understand your concern. However, we will be releasing an updated version of RealPlayer 16 soon that contains fixes for this issues.

January 26, 2014 11:35
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ruddyfam

Okay, thank you for your help. Cheers.

January 26, 2014 11:36
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ruddyfam

Now I have another problem. All of this happened to me today after I installed the Realplayer cloud. I uninstalled everything and then tried to reinstall Realplayer 16. When I try to sign in to enable the Plus features I get an error message when it trys to install speedbit. It says "H264encoder install failed. Realplayer Plus features require H264encoder. You will now be signed out". Why can't this software just work???

January 26, 2014 12:47
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Andy
RealNetworks Support

Other customer's have also reported the same problem. We are aware of this and our development team is working to get it resolved soon. In the meantime as an interim fix, please follow the below steps:

I suggest you to end the program running at the back end before re-installing RealPlayer by following the below steps:

1. Open up the Windows Task Manager
2. Goto “Processes” tab
3. End the processes named “PVARemove.exe*32” and “VA33_real.exe*32”

If the issue still persist, please restart your computer and do a complete uninstall of RealPlayer 16. Turn off Firewall/anti-virus temporarily and reinstall RealPlayer Plus 16.

Please follow the link to uninstall and reinstall RealPlayer: https://realnetworks.zendesk.com/entries/23994572

After installation, make sure you are signed into RealPlayer to access the Plus features.

Follow these steps to get the plus features:

1. Open the Realplayer software on your computer.
2. Click on "Realplayer" icon on the top left corner.
3. From the drop down menu, select "Sign in."
4. Enter your Realplayer email address and password.
5. On signing in you will be prompted to install plug ins to get the plus features.

Please check whether there is an update available for RealPlayer by following the below steps:

1. Open RealPlayer.
2. Click the RealPlayer logo, then Check for Update:
- If the Message Center window appears, click Update to get the latest version of RealPlayer.
- If the AutoUpdate window appears, scroll through the list, select RealPlayer or any plug-ins that you want to update, and click Install. Plug-ins will install automatically.

Try: http://support.microsoft.com/mats/Program_Install_and_Uninstall

If the issue still persist, try installing it in Safe Mode with Networking by following this link:

https://realnetworks.zendesk.com/entries/23996181

January 26, 2014 12:57
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mistykblu

Hi Guys,

 

I have a question - if you have already paid for Real Player 16 plus and has the latest version you cannot access your plus account unless you sign up the cloud.  If you do this do you have to pay again the almost 40.00 to get on this "cloud".  I was hoping that Real Player would have fixed the errors with "dash files" but apparently since I have not signed up for the cloud account I cannot access my plus features. Need to know for those of you who have gone to the cloud has this resolved the issues with not being able to download "ususally recent loaded files on you tube" files without getting dash files.  I have been trying to do this - I have Widows XP at work and Windows 7 on both of my other computers. On Windows XP I found that it does not matter how many times I refresh and download keeping the you tube window open I still get many dash files. I did not have time to read recent emails.  So my questions are 1. Do you have to pay again 2. Has downloading the cloud on XP solve these dash issues.  Thanks in advance for taking the time to respond. An unhappy customer:(

March 19, 2014 04:18
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darney53

What you would need to do is uninstall and re-install, if your Realplayer will not update to what is called "Realplayer Cloud" that is the new name for Realplayer. After you do which ever method that brings your Realplayer up to current release. Then you need to sign in for your premium services to be activated. No it does not cost you anything more. Your login is associated with being premium. Yes they have fixed the dash downloads to merge into MP4, the process is fast. They have also fix the download accelerator it works now. I have used it a few times since the upgrade and fix. Again what was referred to as just Realplayer is now "Realplayer Cloud". You do not have to use there cloud service, but with the new version it is available if you choose to with a limited amount for free. If you are concerned about your premium features that you have already paid for rest assured that there are no additional charges for the updated version of Realplayer Cloud Plus. You just need to upgrade to Realplayer Cloud.

March 19, 2014 06:20
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Sean
RealNetworks Support

mistykblu,

I’m happy to report that the issues that prevented "Download This Video" from appearing in IE 11 and caused “Download incomplete” or “Unable to download” error messages, have been fixed in the new build of RealPlayer Cloud.

RealPlayer Cloud is the newest version of RealPlayer, available for customers who have an operating system of Windows 7 or higher. RealPlayer Cloud includes all the functions of RealPlayer 16, as well as allowing you to upload and share videos, play them across your various devices, and watch them on your TV using Chromecast or Roku.

If you purchased RealPlayer Plus 16, when you update to RealPlayer Cloud, you still get all the premium features of RealPlayer, including burning DVDs, accelerated video downloads, cleaning your music library, printing playlists, and more.

Use of the Cloud storage and sharing features is completely optional. We think it's a cool--and private--way to share your favorite videos with friends and family, but there is no requirement to upload your videos to the Cloud if you don't want to. 

>You can download the new build (at no charge) from: www.real.com (Click on get RealPlayer Cloud free)

>After installing, you need to sign in on the RealPlayer free version to activate RealPlayer Plus. To do so, follow the steps provided in this link: https://realnetworks.zendesk.com/entries/23585297

>Then, follow the steps to enable the RealPlayer Plugin in your web browser: https://realnetworks.zendesk.com/entries/23689856

If you have any additional questions, please let us know.

 

March 19, 2014 18:31
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mistykblu

Hi there again,

 

I finally decided to upgrade to the cloud from Real Player 16 plus. I went into Real Player and asked for updates and it gave me the option to download Real Player Cloud.  Everything went great until I went to sign in to the plus and there is where MY problem started.  I don't want to have an account that is associated with face book in anyway - all I want to do is to get my plus back and live un-noticed.  I don't want cloud space - and I am not interested in sharing anything with anyone on an media - I only use Real Player to download videos from You Tube and play them back on Real Player for my own entertainment. So if I don't sign up for this account does this mean I don't access the plus features.  AS I mentioned above I have two laptops which are both 7 operating systems and one computer which I use all the time that has Windows XP (you mentioned that the problem with downloading and getting dash files has been fixed for Windows 7 but not XP);how I am going to be able to download music on an XP if the problem has not been fixed.  I don't download on my lap tops because I don't have fast internet service for them getting the internet via satellite.  I am seriously perplexed about this whole situation. So please read this carefully and tell me what options I have if any. I am thinking my best bet is to just stay with Real Player 16 Plus on XP and be contented with what music will download.  Big deal that I have Real Player Cloud on my lap tops since it will only play what I download on the XP version of real player.  Why can't someone just keep it simple for folks like me that only want to download on a flash drive and paste the music into Real Player and watch them without  all the bells and whistles.  Still frustrated in Maryland.............tks   Oh by the way if I upgrade to the cloud on both of my laptops will music I download on my XP computer be affected when trying to play them in the cloud real player. Sure I am creating a few chuckles out there since most of the readers are way above my intellect on systems and computers in general.  once again tks

March 22, 2014 06:10
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Sean
RealNetworks Support

RealPlayer Cloud is the newest version of RealPlayer, available for customers who have an operating system of Windows 7 or higher. RealPlayer Cloud includes all the functions of RealPlayer 16, as well as allowing you to upload and share videos, play them across your various devices, and watch them on your TV using Chromecast or Roku.

If you purchased RealPlayer Plus 16, when you update to RealPlayer Cloud, you still get all the premium features of RealPlayer, including burning DVDs, accelerated video downloads, cleaning your music library, printing playlists, and more.

Use of the Cloud storage and sharing features is completely optional. We think it's a cool--and private--way to share your favorite videos with friends and family, but there is no requirement to upload your videos to the Cloud if you don't want to.

To activate plus features, you need to sign in to RealPlayer Cloud using the email address and password associated with RealPlayer Plus account. Once the Plus components gets installed, you can disable Cloud feature by signing out of your Cloud account in RealPlayer. This will allow you to access normal RealPlayer Plus 16 features without Cloud.

To sign out of RealPlayer Cloud,

>Open RealPlayer Cloud
>Click on RealPlayer Menu (at the top left corner)
>Choose Sign out.

We will be making this fix available for RealPlayer 16 users running Windows XP & Vista worldwide as early as possible.

If yo have any additional questions, please let us know.

March 23, 2014 04:57
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darney53

I am again having the problem my videos are not converting I get msg. "Failed To Convert". Also when I start Realplayer I get a popup box stating that it is updating then it goes away, before I can give attention to it. This started around March right after I did my last post. Again I am finding that Realplayer is still unstable. I have un-installed and re-installed so many times, but the program will not remain stable.

April 14, 2014 03:28
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Brinton
RealNetworks Support

darney53

Sorry for the trouble. I’ve sent a message to the email address associated with your account. Please respond and we’ll go from there.

April 15, 2014 23:44