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`III!
`
`Chapter 8: Troubleshooting
`
`Everyone has problems on occasion Fortunately, most problems have occurred before and we have answers for
`
`them Below are some ofthe most common confiisions and issues you may run into when running RealPlayer
`
`Plus G2. Ifyou still have unanswered questions, please visit ht_tp J/pluszone.reaLcom/ or hgp '//servicerealcom
`
`for the most up-to-date information. (See also Help with Using RealPlayer Plus G2).
`
`VideolDisp|ay Problems
`
`How do I get Full Screen to work [Windows only]?
`
`Ifyou are having problems with Full Screen (e.g., only a black screen appears), rmke sure that you have the
`
`following installed on your machine:
`
`Microsoft DirectX® with DirectDrawTM (V5.0 or later)
`
`You can download the most recent version and installation instructions from RealNetworks' DirectDraw Support
`
`page:
`
`hfip J/service.realcom/fi1llscreen/
`
`When you install DirectX, you must choose to upgrade your video drivers.
`
`Updated video drivers
`
`You can usually find the latest drivers on the website ofthe company that manufactured your video card. By
`
`upgrading your video drivers you rmy lose some functionality provided by your old drivers. Your video card
`
`manufiicturer is solely responsible for the scope ofthese fiinctions.
`
`As a convenience we offer links to some ofthe most common video card manuiacturers on the RealNetworks'
`
`video driver support page:
`
`hfipJ/service.realcom/fiillscreen/driverlink.html
`
`Why is my video playback ugly?
`
`RealPlayer Plus shows video in whatever color resolution you have your system set to display. Ifthe display
`
`settings ir1 your Control Panel are set to 256 colors, you may not get good results trying to view video clips. You
`
`should increase your screen resolution to 16-bit (thousands) or 24-bit (millions) color.
`
`To change your screen resolution in Windows:
`
`1. Choose Settings/Control Panel fiom your Start button
`
`2. Double-click Display.
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`3. Click the Settings tab.
`
`4. Change the Color palette setting to High Color (16-bit) or True Color (24—bit).
`
`! Warning
`
`You may not be able to go to a higher color setting depending on the desktop area you have
`
`selected and your video card. Windows will only allow you to select choices that are appropriate
`for the installed video driver
`
`5. Click Apply. You may have to reboot your computer to have the changes take effect; Windows will
`
`inform you ifyou do.
`
`Jl'||
`
`Avoid using Zoom (Fjglge 3-7: Display panel) ifyou do not have a high bandwidth connection or
`
`very good connection
`
`To change your screen resolution on Macintosh:
`
`1. From the Apple Menu, select Control Panels.
`
`2. Open the Monitors & Sound controlpanel
`
`3. Change Color Depth to Thousands or Millions.
`
`4. Change Resolution to 800x600 or better.
`
`Why is my video distorted or not displaying at all [Windows only]?
`
`To deliver the best video in the fastest way possible, RealPlayer Plus uses the latest optimized video protocols.
`
`Not all video cards or their drivers will fiinction properly with this optimized approach. If a video card or its
`
`drivers are incompatible you may see unexpected results (see The S)@ptoms immediately below).
`
`The Symptoms
`
`Incompatibility with optimized video usually manifests itselfin one ofthe following four ways:
`
`1. You do not see any video in your RealPlayer Plus Display panel All you see is an empty, magenta
`
`square.
`
`2. You do not see any video in your RealPlayer Plus, only a snowy picture that moves.
`
`3. You see video in your RealPlayer Plus but it has a green tint to it and may be distorted so that you only
`
`see stripes ofthe video or only part of an enlarged picture. The overall effect is as ifyou were looking
`
`through a hole at a larger screen.
`
`4. You see video in your RealPlayer Plus but it is stretched vertically or horizontally in only one direction.
`
`The picture distorts into a wide, flat picture or a tall, thin one.
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`Ifyou are experiencing one, or more, ofthese symptoms, confirm the problem by using the test below to be sure
`
`that optimized video is the issue and not some other conflict.
`
`The Acid Test--Identifying the Problem
`
`Ifyou are seeing any or all ofthe above symptoms, do the following to make sure it is an optimized video issue:
`
`1. Connect to a video clip or click Play to start playing a loaded video clip.
`
`2. Wait until the video is exhibiting one ofthe above symptoms.
`
`3. Click and hold on the menu bar ofyour RealPlayer Plus.
`
`4. Drag your RealPlayer to a new location on your desktop.
`
`Ifyou saw the video playing properly while you were dragging your RealPlayer Plus but the problems
`
`reappeared when you stopped dragging your RealPlayer Plus (or shortly after you stopped dragging it):
`
`1. Select Help/Check for Upgrade... fiom your menus.
`
`2. Choose Driver List Update if it is available (if it is not available you have the latest update and should
`
`proceed to the section below).
`
`3. Click OK.
`
`4. AutoUpdate will download a small (about SK) file and automatically install it.
`
`5. Attempt to play the video that was giving you trouble again. If it still does not display correctly, please
`
`proceed to the instructions below.
`
`If AutoUpdate does not solve your problem:
`
`1. Select Options/Preferences... from your menus.
`
`2. Go to the Perfomlance tab (see Performance Preferences).
`
`3. Deselect (uncheck) Use optimized video display.
`
`4. Click OK.
`
`5. Attempt to play the video again
`
`Ifyou still do not see the video playing properly, then other issues may be alfecting your RealPlayer Plus.
`
`Contact Technical Support at ht_tp //servicerealcom for access to the RealPlayer Plus Frequently Asked
`
`Questions (FAQ) and other up-to-date and technical information.
`
`Ifyou update or change your video driver or video card, you should reselect Use optimized video display to
`
`see if it works properly. If it does not, follow the instructions above again to solve the conflict.
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`Audio Problems
`
`Why is my audio playback poor?
`
`Playback quality varies depending on available bandwidth and how the file you are playing was encoded. Ifthe
`
`quality is garbled, choppy, or skipping, use the following guidelines to isolate and correct the problem
`
`Ifthe quality was poor when the firstrun_plus.smi or Welc0me.smi file played at the end ofthe RealPlayer
`
`installation, you could have a sound card conflict. Try changing the settings on the Performance tab (see
`
`Perfonnance Preferences).
`
`Ifthe quality was good when the firstrtm_plus.sn1i or Welc0me.sn1i file played at the end ofthe RealPlayer
`
`Plus installation, but is bad when you try to play a clip fiom a web, use the View/Statistics to check for lost
`
`packets (see your RealPlayer Plus G2 Help file for more information on the Statistics pane). Ifthe packet loss is
`
`high, it rmy be due to a busy network. Ifthis is the case you should also see the net health indicator blinking
`
`yellow or red on your Status bar. RealPlayer Plus users can select Perfe ctPlay Mode from the Options menu
`
`and try to play the clip again or connect to the site at a later time.
`
`Ifthe quality was good when the firstrun_plus.s1ni or Welcome.sn1i file played at the end ofthe RealPlayer
`
`installation, but sounds bad for every clip that you try to play on the Internet, complete the following steps.
`
`If the playback quality is poor on every site:
`
`1. Check the actual modem connection speed. This speed my be shown in the lighted display for external
`
`modems or through an information window ifyou have an internal modem (check the user manual for your
`
`modem). Sometimes service providers use a lower rate connection speed such as l4.4Kbps, so, even
`
`though you are dialing in to your ISP on a 28.8Kbps modern, you are only receiving data at l4.4Kbps,
`
`2.
`
`Ifyou are using an external modem with a Windows PC and the Statistics window shows minimal
`
`packet loss (10% or less), your system may have a problem with the speed at which packets are
`
`transferred between the modem and your computer. Try setting the port speed higher (at least twice the
`
`modem speed).
`
`3. Contact RealNetworks' Technical Support at ht_tp//servicerealcom
`
`Why doesn't my RealPlayer Plus have a Volume Control?
`
`In Compact Mode the Volume Slider changes to a pop-up control
`
`Click to pop-up the volume slider. When you click of ofthe slider, it will disappear again, but your setting will
`rermin active.
`
`As in Nomnl Mode, the Mute button is available next to the volume control
`
`Why can't I hear anything?
`
`RealPlayer uses the Wa ve in t erfa ce for Windows to get the sound out to your speaker. In some cases
`
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`this may have been accidentally turned offby other programs or users.
`
`The Wave interface Volume Control
`
`In the Windows system tray (the area that shows you the date and time opposite the Start button) you may see
`
`a Volume Control (a small icon that looks like a speaker). Double-click on the icon to open the control applet.
`
`Make sure that the Wave slider is not muted and is set above zero and that the Master Control is turned On.
`
`Connection Problems
`
`How do I configure my browser for RealPlayer Plus content?
`
`Windows
`
`With most browsers, the RealPlayer Plus installation configures the browser to autormtically support streamed
`
`playback through your new RealPlayer Plus. Ifyou change your browser and it no longer recognizes files, the
`
`easiest fix is to reinstall RealPlayer Plus (select Programs/Re al/Re alPlayer Plus G2 Setup from your
`
`Windows Start menu).
`
`To manually configure your browser, do the following:
`
`1. Open the Options/Prefere nces... or Settings menu (the name depends on your particular browser).
`
`2. Select Helper Applications or a similar option.
`
`Look for audio/x-pn-realaudio in the File-type list. Ifthat choice exists, select it. Otherwise, click New
`
`Type.
`
`0 Enter audio as the Mime-type
`
`0 Enter vnd . rr1—realaudio as the Mime SubType.
`
`1. Click OK.
`
`2. Enter rm, ra,
`
`ram inthe Extensions field.
`
`3. Next, select the Launch Application option Browse and find the directory in which RealPlayer Plus is
`
`installed. (By default, the RealPlayer Plus is installed in c : \ P ro g ram
`
`Files \Real\RealPlayer\)
`
`4. Select RealPlayer Plus (realplay.exe) as the application to launch.
`
`For more specific infomntion about browsers or specific services (c. g. AOL), please refer to the following page
`
`on our tech support site: hgp 7/service.real.com/he lp/fag/index.html
`
`Macintosh
`
`Internet Explorer 4.01 or later
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`1. Launch IE 4.x after installing the RealPlayer G2 for Macintosh
`
`2. Click on the Preferences menu
`
`3. Under Receiving files, click File Helpers.
`
`4. Click Add.
`
`5. Enter the following infornntion in the appropriate box:
`
`a. Description: RealAudio
`
`b. Extension: ra ,
`
`rm,
`
`ram
`
`c. Mime Type: audio/x—pr1—realaudio
`
`6. Under File Type, browse to the RealPlayer Plus icon and click Open.
`
`7.
`
`In the File Type field, type PNRM.
`
`8.
`
`In the File creator field, type PNs t.
`
`9. For encoding, select Binary Data.
`
`10. Check Use for Incoming and Use for outgoing boxes.
`
`1 1. Under How to handle, select View with application.
`
`12. Click Browse.
`
`13. Navigate to the RealPlayer or RealPlayer application icon and click on Open.
`
`14. Click OK.
`
`Microsoft Internet Explorer 4.01 should now be configured to use RealPlayer Plus G2. You rmy have to rebuild
`
`the Macintosh desktop for these preferences to take efi"ect. To rebuild the desktop file on a Macintosh, shut the
`
`system ofii then start it up, holding down the Option and Command keys.
`
`Netscape
`
`1. Start Netscape Navigator and select the General Preferences menu items from the Edit menu
`
`2. Select Applications fiom the Category listing on the left side ofthe screen.
`
`3. Select New and enter the following information in the appropriate box:
`
`a. Description: RealAudio
`
`b. Mime Type: x—pn—realaudio
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`c. Suffixes: ra,
`
`rm,
`
`ram
`
`4. Select the Application radio button
`
`5. Click Choose and find the directory that the RealPlayer was installed (the default is the Real folder on
`
`your startup volume)
`
`6. Select Re alPlayer as the application to launch
`
`7. Select PNst in the File type drop- down menu.
`
`8. Select OK.
`
`You may also have to manually configure the Plugin for the RealPlayer Plus:
`
`1. Start Netscape Navigator and select Preferences fiom the Options menu
`
`2. Select Applications fiom the Category listing on the left side ofthe screen
`
`3. Select New and enter the following infomntion in the appropriate box:
`
`a. Description: audi o / x—pn— real audio —plugin
`
`b. Mime Type: audio /x-pr1- realaudio-plugin
`
`c. Suffixes: rpm
`
`4. Choose the Plug-in radio button and select Re alPlayer plugin in the drop-down menu.
`
`5. Select OK.
`
`If after having reinstalled the RealPlayer or reconfiguring the browser for the RealPlayer, the browser continues
`
`to have problems launching RealPlayer, you should rebuild the desktop file. To rebuild the desktop file on a
`
`Macintosh, shut oil”the system, then start it up, holding down the Option and Command keys at the same time.
`
`More specific infonmtion about various browsers and services (such as AOL) are available in the FAQ
`
`(Frequently Asked Questions) section ofTech Support at ht_tp J/service.realcom/fag/.
`
`Why can't I play clips on my computer at work?
`
`Ifyou're on a local area network which is attached to the Internet, and are unable to play RealMedia files from
`
`remote web sites, it's possible that your company's firewall is preventing the stream fiom reaching you Users can
`
`receive live and on- demand audio and video fiom the Internet without exposing their company's network to
`
`security risks.
`
`Ifyour computer is behind a firewall, please see RealNetworks' firewall page for more information:
`
`hm; J/service.realcom/firewall
`
`Why does RealPlayer Plus use the wrong ISP?
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`When attempting to connect automatically to the Internet, RealPlayer Plus will select your default Internet
`
`connection. Ifyou have more than one Internet Service Provider (ISP), RealPlayer Plus may be selecting the
`
`wrong one.
`
`To change your default ISP in Windows:
`
`1. Choose Settings/Control Panel lrom your Start button.
`
`2. Double- click Internet.
`
`3. Click the Connection tab. (Ifyou have IE4 click the Settings tab.)
`
`4. Change the Dial—up Connection setting to your preferred ISP.
`
`5. Click Apply.
`
`To change your default ISP on Macintosh:
`
`1. Open the Remote Access control panel from the Apple Menu
`
`2. Select Configurations.
`
`3. Choose the appropriate ISP.
`
`4. Click Make Active.
`
`5. Click Done.
`
`6. Open the TCP/IP control panel irom the Apple Menu.
`
`7. Enter the appropriate infomntion for the ISP
`
`8. Click Done.
`
`Other Problems
`
`How can I stop RealPlayer Plus from loading on start-up [Windows only]?
`
`When RealPlayer Plus is installed it adds a shortcut icon in your system tray (the area that shows you the date
`
`and time opposite the Start button). The icon keeps RealPlayer ir1 idle mode so that it is quickly available should
`
`you click on a file that requires RealPlayer and allows your Channel Headlines to automatically update while you
`
`maintain a connection to the Internet. Additionally this icon allows you to fimction on clips that are currently
`
`playing even ifthe player is minimized. To see these fimctions, right- click the RealPlayer icon in your system tray.
`
`If you wish you remove the icon from your system tray:
`
`1. Right-click (or lefi- click ifyou swap your mouse buttons) the icon
`
`2. Select Close StartCenter or Disable StartCenter.
`
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`Ifyou select Dis able StartCenter, RealPlayer Plus wfll no longer load when you start Windows. Closing
`
`StartCenter will only disable the feature for the current Windows session. StartCenter will load RealPlayer Plus
`
`the next time you reboot Windows.
`
`To have RealPlayer load in the system tray on start-up again:
`
`1. Select Options/Preferences... from your RealPlayer menus.
`
`2. Click the General tab.
`
`3. Click Allow StartCenter to run in the system tray.
`
`4. RealPlayer will add StartC enter back to your system tray.
`
`What types of files can RealPlayer Plus play?
`
`RealPlayer Plus G2 plays a wider Variety ofmedia both locally and over the Internet than previous Versions. The
`
`chart below hightlights most ofthe current file—types that can be played.
`
`Only RealAudio, RealVideo, MP3, RealFlash, RealText, and RealPix are in the initial RealPlayer Plus download.
`
`As you attempt to play dilferent content, RealPlayer Plus will expand its capability to fit your individual needs.
`
`New modules are being added all the time to expand RealPlayer Plus's abilities for you. Ifyou click on a file that
`
`RealPlayer can't currently play, it will check with RealNetworks to see ifa module exists that it can download
`
`and install it so you wfll be able to to play the file (see Upgrade Preferences AutoUpdate in your on- line Help.).
`
`RealPlayer Plus I-'IIe-types
`
`|Vivo video files
`|VlV, VIVO
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`GIF, JPG
`
`Stand alone JPG and GIF images and animated GIFS
`
`To see which components you currently have installed:
`
`1. Select Options/Preferences...
`
`2. Click the Upgrade tab.
`
`3. The currently installed plug-ins will be listed the Re alPlayer section ofthe tab. You can remove a plug-in
`
`by highlighting it and clicking Re move.
`
`Copyright © 1998-1999 RealNetworks
`For information on RealNetworks‘ technical support, click here.
`This file last updated on 05/25/99 at 13: 16:32.
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