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RealOne Player: Troubleshooting Common Video Problems

Problem: The video looks blocky and is not smooth.

This can occur if your RealOne Player bandwidth is not correctly set. The proper way to set your RealOne Player bandwidth is to set the Maximum Bandwidth to the largest allowable setting. For example, if you have a 56K modem, you would set the bandwidth in the player to 56K modem. Your Normal Bandwidth Setting should be set one level below it; if you have a 56K modem, you would set this to 33.6K.

You cannot check and modify your bandwidth settings from a RealOne Player that is embedded in a web page. To set the connection speed, first open/launch the RealOne Player by double-clicking its icon on your desktop. Then:

  1. Choose Tools > Preferences from the RealOne Player toolbar. The Preferences dialog box opens.
  2. In the Category panel, click once on Connection. Click on the button to check your connection speed if you wish.
  3. Set the Normal box at one level below the speed of your modem.
  4. Set the Maximum box equal to your modem speed.
  5. Click the OK button.

If you still cannot view the webcast, you may have problems with your network. Please contact your systems administrator and work through the following questions:

Do you have a security device such as a firewall or proxy? Either of these may prevent you from viewing streaming video or audio content. Only your local systems administrator can make changes to these devices.

Are you using a personal firewall or DSL/Broadband router? If so, you may also have problems viewing streaming content. If you experience connection problems and are using either of these, you should disable them or remove them for the duration of the webcast.

For more information on Real Player and network/firewall issues please refer to Real Player Firewall Support page at http://service.real.com/firewall/index.html.

Problem: "Ghosts" appear in the video.

This can occur if your RealOne Player bandwidth is not correctly set. The proper way to set your RealOne Player bandwidth is to set the Maximum Bandwidth to the largest allowable setting. For example, if you have a 56K modem, you would set the bandwidth in the player to 56K modem. Your Normal Bandwidth Setting should be set one level below it; if you have a 56K modem, you would set this to 33.6K.

You cannot check and modify your bandwidth settings from a RealOne Player that is embedded in a web page. To set the connection speed, first open/launch the RealOne Player by double-clicking its icon on your desktop. Then:

  1. Choose Tools > Preferences from the RealOne Player toolbar. The Preferences dialog box opens.
  2. In the Category panel, click once on Connection. Click on the button to check your connection speed if you wish.
  3. Set the Normal box at one level below the speed of your modem.
  4. Set the Maximum box equal to your modem speed.
  5. Click the OK button.

If you still cannot view the webcast, you may have problems with your network. Please contact your systems administrator and work through the following questions:

Do you have a security device such as a firewall or proxy? Either of these may prevent you from viewing streaming video or audio content. Only your local systems administrator can make changes to these devices.

Are you using a personal firewall or DSL/Broadband router? If so, you may also have problems viewing streaming content. If you experience connection problems and are using either of these, you should disable them or remove them for the duration of the webcast.

For more information on Real Player and network/firewall issues please refer to Real Player Firewall Support page at http://service.real.com/firewall/index.html.

Problem: Video is distorted or will not play.

Instead of a clear video picture, you see:

  • an empty magenta or black square;
  • a snowy, static-filled picture that moves;
  • a video with a green tint that is distorted;
  • video with stripes in all or part of the screen;
  • video that is stretched vertically or horizontally in one direction, making the picture look long and flat, or tall and thin.

These problems occur when your computer is using a video card that does not understand the instructions that RealOne Player is giving to it. You may be able to resolve this problem by:

  • setting your video display to 16-bit color;
  • updating your video card drivers;
  • installing the latest version of DirectX;
  • lowering the hardware acceleration of your card;
  • disabling optimized video in RealOne Player.

Solution 1: Set your video display to 16-bit color
RealOne Player requires 16-bit (65,000-color) color depth. If the video card is not capable of this, you will recieve an error message when you start RealOne Player that requests that you increase the video resolution.

To check your color settings:

  1. Click the Start button, point to Settings, and then click Control Panel.
  2. Double-click the Display icon.
  3. Click the Settings tab.
  4. Select High Color (16-bit), True Color (24-bit) or True Color (32-bit) in the colors list.
  5. Click OK.
  6. Restart your computer if prompted.

Solution 2: Update your video card drivers
Video cards use driver software to send information from the computer to the video card. Drivers that are out-of-date, damaged, or not DirectX compatible can cause video problems. Update your video card drivers, and visit the video card manufacturer's website to verify that you are using the latest DirectX-certified drivers.

Solution 3: Install the latest version of DirectX
DirectX is another set of drivers that to send information from the computer to your video card. RealOne Player uses the DirectDraw features of DirectX to optimize the video presentation. DirectX is a component of the Windows Operating System. If the DirectX components are out-of-date or damaged, RealOne Player can crash or display the video incorrectly. Install the latest version of DirectX from http://www.microsoft.com/directx.

Solution 4: Lower the Hardware acceleration.

  1. Click the Start button, point to Settings, and then click Control Panel.
  2. Double-click the System icon.
  3. On the Performance tab, click the Graphics button.
  4. Move the Hardware Acceleration slider to the Basic or None level.
  5. Click OK.

If the problem no longer occurs after changing this setting, leave your system on this setting. If it does not resolve the problem, set it back to where it was. The Basic or None setting is more compatible than Full in most cases, but setting it at Basic or None disables some advanced features of the video card.

Solution 5: Disable Optimized Video
If you have tried the solutions above and are still having problems playing video, they may be caused by a video card that uses WinDraw drivers instead of DirectDraw drivers. Disabling optimized video in RealOne Player will improve compatibility for video cards that are not DirectDraw compatible.

To disable Optimized Video in RealOne Player:

  1. Open/launch RealOne Player. On the Tools menu, click Preferences.
  2. In the Category pane, click Hardware.
  3. In the Video card compatibility section, click to clear the Use optimized video display check box.
  4. Click OK.
  5. Restart the computer.

(This information is adapted from RealNetworks' support site.)

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