RealPlayer Frequently Asked Questions (FAQ)
A Note About This Section
  • A majority of problems can be solved by re-installing RealPlayer on your computer or trying a different browser that is recommended for your computer.
  • If you are still having trouble and have questions not listed in this FAQ, please submit a Help Ticket Request or call the IT Help Desk at (302) 831-6000.
"When I attempt to play my course content, I get a window asking if I'd like to keep blocking or unblock the application. Which should I choose?"
  • If this window appears immediately after clicking the play button on a UDOnline streaming video course, you may safely choose unblock. The application name should either be RealPlayer the same name as your web browser. This message should only appear once as Windows will remember your choice by default. Be aware that you should only choose unblock if you are certain of the origin of the content you are about to receive.
"Do I need to register my copy of RealPlayer?"
"How do I prevent the RealPlayer application from playing advertising clips when I launch it?"
  • Launch the RealPlayer application by finding it in your Applications under the Start Button.
  • In the RealPlayer application, choose Tools and then Preferences.
  • In the Category pane on the left, find General.
  • On the right side, find On startup display. Change the setting to Player only (no Media Browser).
  • Click OK to exit the Preferences window.
  • The RealPlayer application should no longer show advertisements on startup.
"How do I disable the Real Message Center?"
  • Launch the RealPlayer application by finding it in your Applications under the Start Button.
  • In the RealPlayer application, choose Tools and then Preferences.
  • In the Category pane on the left, find Message Center. If it is not showing, you may need to double-click Automatic Services first.
  • Find the Configure Message Center button on the right side and click it.
  • Uncheck each box in the new window that appears. Click OK.
  • Click Yes to accept the Message Center Changes.
  • Click OK to exit the Preferences window.
  • Quit the RealPlayer application and try playing your content again.
"When playing the lectures, synchronization of the slides is erratic and I experience frequent rebuffering."
  • The latest versions of Real Player include a feature called "Turbo Play". This feature is intended to allow playback of media with reduced buffering for some types of content. Unfortuantely, in its current incarnation, it appears to interfere with slide synchronization and is enabled by default. Follow these steps to fix this bug.
  • Launch the RealPlayer application by finding it in your Applications under the Start Button.
  • In the RealPlayer application, choose Tools and then Preferences.
  • In the Category pane on the left, find Playback Settings. If it is not showing, you may need to double-click General first.
  • On the right side, find Turbo Play. Uncheck the box that says "Enable TurboPlay".
  • Click OK to exit the Preferences window.
  • Reload the web page of the course you are trying to view.
"When playing some of my courses, I see only a still image where I usually see video in other courses."
  • In certain courses, there will be no video of the professor to see. These courses were recorded as audio only and a still image of the professor was inserted instead. If this is the case, the page listing all available lectures for a course will have links that say "Audio Lecture" and not "Video Lecture."
"Sometimes when I play RealVideo content, I hear the audio but have no picture. I have a Windows PC with a dual monitor display or am using a laptop and using a second display device such as a monitor or projector."
  • This occurs on some dual monitor Windows PC desktops and laptops.
  • Launch the RealPlayer application by finding it in your Applications under the Start button.
  • In the RealPlayer application, choose Tools and then Preferences. Choose Hardware in the list on the left.
  • On the right side, the bottom section is called Video Card Compatiblity. Move the slider all the way to the left, towards Most reliable.
  • Click OK to exit the Preferences window.
  • Quit RealPlayer and your web browser and try playing the content again.
"Do I need to buy the Plus version of RealPlayer or RealOne Player?"
  • No. The Free version of RealPlayer will suffice.
  • Although the Plus version will work with UD streaming content, the extra features are of no benefit to streaming content from UD.
"I sometimes get a message saying that I should buy something for RealPlayer. Do I have to?"
  • No. The Free version of RealPlayer will suffice.
  • Although the Plus version will work with UD streaming content, the extra features are of no benefit to streaming content from UD.
"When I insert the CD-ROM into my drive of my Mac, nothing happens."
  • MacOS X no longer includes the ability to auto-launch content from CD-ROM discs.
  • Alternatively, double-click on the icon for your CD-ROM drive. Then double-click on the file called "index.html"
"When I attempt view one of my lectures, I see the "RealPlayer" logo appear briefly where the video plays but then portions or all of it disappears. I can still see the video controls (play, stop, etc). I'm using a Macintosh."
  • This is a known issue with RealPlayer and Netscape Navigator/Communicator on Macintosh.
  • This can be safely ignored. Clicking on the play button with play the video normally.
"Can I use Mac OS X to play the lectures on the cd?"
  • Yes. The lectures from the cd can be viewed on the Mac OS X. However it needs a patch to play properly. Without a patch, an error will appear when the lecture is played. Go to http://www.ums.udel.edu/MacPatch.dmg to download the correct patch, and follow the instructions.
"The RealPlayer logo appears on my course page along with play and stop buttons, but clicking on play doesn't do anything."
  • If you are on a PC using Netscape, try using Internet Explorer to view the same page. If the video now plays, continue to use Internet Explorer.
  • This is a rare problem and we are currently working on a solution.
  • If the problem persists, please contact the UD Help Center at 831-6000.
"I'm watching the videos that are on the CD-ROM for my course in the RealVideo application and a window keeps opening on top asking if I want to continue running scripts on this page. I also see the words javascript and jumpTo or newTopic appear. What's wrong?"
  • Viewing the video files on the CD-ROM in the stand-alone RealPlayer application will result in unpredictable behavior.
  • To correctly view the content with PowerPoint slides, make sure you use the web browser recommended for you computer.
  • Simply insert the disc in your computer's CD-ROM drive. If the disc does not begin automatically, double-click the icon for your CD-ROM, then double-click "index.html"
"When I attempt to load and view a lecture, it returns Forbidden. Why does this happen?"
  • The forbidden error message means that you do not have the appropriate access privileges to view the content in question. Some classes have restrictions for viewing on The University of Delaware campus while others may require futher authorization with your username and password.
  • If you should have access to view the content in question but are receiving the forbidden error, contact your instructor.
"When I click the play button, RealPlayer takes a very long time to buffer. After a while it returns with Can not load full clip. What am I doing wrong?"

Ensure that your RealPlayer connection speed preferences are configured properly.
  • Launch the RealPlayer application by finding it in your Applications under the Start Button.
  • In the RealPlayer application, choose Tools and then Preferences.
  • In the Category pane on the left, find Connection.
  • On the right side, set both Normal and Maximum to the speed of your internet connection.
  • Click OK to exit the Preferences window.
  • Quit the RealPlayer application and your browser and try playing your content again.
"The audio and video begin to play, but the player stops to rebuffer very frequently."

Ensure that your RealPlayer connection speed preferences are configured properly.
"When I load a lecture, there is a picture of a broken puzzle piece where the video should be playing. A window has opened and says 'The page you're viewing has information that requires a browser plug-in.' What has happened?"

The following may have happened:
  • Your browser doesn't have the RealPlayer plug-in installed. The RealPlayer plug-in is installed on your computer automatically when you install RealPlayer.
  • You haven't installed RealPlayer on your computer. Read the system requirements and decide which RealPlayer is right for your computer. Then download the appropriate installer.
  • You have installed a new browser since the last time you installed RealPlayer. If you install a new browser, you must reinstall RealPlayer so the appropriate plug-ins are installed.
In all cases, you should install or re-install RealPlayer.