FAQ's

Q: I can't connect to a stations stream why is this happening ?...

"Cannot connect" errors generally mean that Player did not connect to the computer that serves the media content (the server); they may also mean that the link you clicked is out-of-date. Common "cannot connect to server" errors include:

- Cannot connect to server.
- Cannot connect to server, the link you requested may be inaccurate or out-of-date.
- Connection to the server could not be established. You may be experiencing network problems.
- Connection to server has been lost. You may be experiencing network problems.
- Connection to server has timed out. You may be experiencing network problems.
- Unable to connect to server.
- Unable to establish a connection with the server.

Connection errors that occur on specific sites or that only occur once in a while are not usually a cause for concern. Occasional errors tend to occur when traffic is high on the Internet, the site hosting the files is down, or the site hosting the file has been moved.

Connection errors that occur at all sites on a recurring basis indicate a problem with Player connection configuration or your Internet connection. To allow Player to connect, you may need to reconfigure Player or your security software.

If you get one of these errors, it may mean that Player did not receive enough information to maintain a connection to the server, or that Player stopped receiving information from the server for an extended period and could not maintain the connection. The problem could be caused by excessive network traffic on the Internet, your Internet Service Provider (ISP), or a local area network (LAN) connection.

Solution 1: Determine if the problem is with the specific file.
To rule out a problem with the file itself, try playing sample files:

1. Open http://service.real.com/test/ in your Web browser.
2. Click the links that match your connection speed. Dial-up modem users should choose the 28K or 56K links.

If the sample files play, then the problem may be with the actual stream, or with the file you were trying to play. This may be a temporary problem of high traffic or technical difficulties. Try again later, or contact us to alert us to the problem by filling in the above form and submitting details of the fault..

Solution 2: Check Player’s online status setting.
Player detects online status by default. If this detection fails, Player may be incorrectly set to Work Offline mode. If you are using a network connection or have a cable modem or DSL connection, you can override this detection and force Player to assume you are online all the time.

To change the online status of Player:

1. In Player on the Tools menu, click Preferences. The Preferences box opens.
2. In the Category pane, click Connection.
3. Click the Assume I am online option.
4. Click OK.
5. Restart Player.

Solution 3: Test your connection speed.
1. In Player, click the Tools menu, and then select Preferences. The Preferences box opens.
2. In the Category pane, click Connection.
3. Click the Test Connection button, then the Perform Test button to determine your current connection speed.
4. Click the Update button to set your minimum bandwidth preference.
5. Click OK.
6. Try to play the clip again.

Solution 4: Increase the time-out settings, and try playing the clip again.
1. In Player, click the Tools menu, and then select Preferences. The Preferences box opens.
2. In the Category pane, click Connection.
3. Under Network Time-out, increase the time-out settings by 10 seconds.
4. Click OK.
5. Try to play the clip again.
6. If you still have problems, increase the time-out settings by another 10 seconds and try again.

Keep trying until the clip plays or it becomes obvious that increasing the time-out settings will not resolve this problem. Increasing this time also increases the time you wait for a time-out message to appear.

Solution 5: Play the clip when the network and Internet are less busy.
If you are unable to play the clip after trying these suggestions, try connecting to the clip at a different time.

Solution 6: Configure your personal firewall or security software to allow Player access to the Internet.
Firewalls must be configured to allow realplay.exe to have two-way access to the Internet before audio or video can be played. Consult the manufacturer of your firewall software if you are unsure how to grant this access.

Solution 7: Verify that your corporate firewall or proxy allows Player access to the Internet.
Corporate local area networks (LANs) or commercial Internet Service Providers (ISPs) often use a firewall or proxy to limit traffic and protect their users' computers from unauthorized access. If these ports are specifically restricted by your firewall, you will need to configure your Connection Preferences to use your firewall’s settings.

By default, the Player uses the following ports to connect:

- TCP 80, 554, 4040, 7070, 8080, 443 (SSL for sign-in), 1755 (MMS Windows Media requests)
- UDP 6970-32,000, 1755 (MMS Windows Media resend requests)
- HTTP 80 (AU, Messaging Service, and HTTP Cloaking)

Player configurations will override these defaults. Contact your network administrator for further assistance.

Solution 8: Contact your ISP or network administrator for assistance.
If you are still unable to connect, the problem may be with your computer network settings. Contact your Internet Service Provider (ISP) or network administrator for the information you need to regain connection.

Q: Why can't I hear any sound ?

A: The obvious first possible action here is to check your volume settings. If this is not the answer and the problem is with the stream itself try reconnecting to the stream to see if this corrects the problem. this type of fault can be caused by high internet traffic or the occasional Technical glitch. If you can listen to other streams ok with the same player please contact Us using the form above outlining the specific details of the problem.