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RealOne Player Connection Troubleshooting

"Cannot connect" errors generally mean that RealOne 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not connect to the computer that serves the media content (the server); they may also mean that the link you clicked is out-of-date.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.
- Unable to connect to server.
- Unable to establish connection to server.
- Check network transport settings (or run auto-configure).
- RealOne Player not able to successfully connect to a server for playback.
- Cannot connect to server, the link you requested may be inaccurate or out-of-date.

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 files have been moved.

Connection errors that occur at all sites on a recurring basis may indicate a problem with RealOne Player or your Internet connection. You may need to reconfigure RealOne Player or your Internet Service Provider's connection software to allow RealOne Player to connect.

Solution 1: Play clips from the RealNetworks Customer Support samples page.

If you attempt to play a file that has been moved, you will receive "link out-of-date" errors. These errors occur if the Web site hosting the files has not been updated since the file changed.

To verify that the problem is not caused by RealOne Player, play sample clips from the RealMedia Samples page:

1. Open http://service.real.com/realone/test/ in your Web browser.
2. Click the links there that match the connection speed of your Internet connection (for example, 56K).

If the links from this site play correctly, RealOne Player is not the cause of the error you are receiving from the other site. The links at the other site either are written incorrectly or need to be updated.

Solution 2: Play files during "off-peak hours."

You may receive connection errors when playing files or downloading updates for RealOne Player if the Internet or your Internet Service Provider is experiencing high traffic.

This problem typically occurs during "peak hours" when network traffic is highest. By playing files or updating at another time, you can usually avoid connection problems caused by high traffic.

Solution 3: Manually configure RealOne Player to use HTTP only.

On some networks, it may be necessary to configure RealOne Player to use the HTTP Only option to connect to the Internet. This option allows a player operating behind strict firewalls to access programming. However, quality may not be as good as with other connection options.

To configure RealOne Player to receive content via HTTP only:

1. On the Tools menu, click Preferences. The Preferences box opens.
2. In the Category pane, do one of the following:
- RealOne Player v2: under Connection, click Network Transports.
- RealOne Player: double-click Connection to open it, and then click Network Transports.
3. Click the Manually configure connections settings check box.
4. Click the RTSP Settings button.
5. Click to clear all boxes except Attempt to use HTTP for all content, then click OK.
6. Click the PNA Settings button.
7. Click to clear all boxes except Attempt to use HTTP for all content, then click OK.
8. Click OK.

Solution 4: Update your Internet Service Provider's software.

If your Internet Service Provider (America Online, Earthlink, or others) uses custom software to connect to the Internet, updating that software may resolve these issues. Contact your Internet Service Provider to verify that you are using the latest version of their software available, and to verify that their software uses a 32-bit compatible Winsock driver.

Solution 5: Reconnect if AOL's Idle Timer disconnects you or adjust AOL's Parental Control settings.

AOL has an idle timer feature that automatically disconnects your computer from AOL if your computer has been inactive for a predetermined amount of time. You will receive a "Cannot connect to server" error if AOL has terminated your connection and you try to access the Internet with RealOne Player. If this occurs, reconnect to AOL. Once you have reconnected to AOL, you will be able to access content with RealOne Player.

If the AOL screen name you are using has restricted access levels (Parental Controls), the specified AOL access level may prohibit RealOne from connecting to content for playback. To correct this problem, change the access restrictions for your AOL screen name.

The Parental Controls feature allows the user to create specific levels of access for each screen name or edit existing settings on AOL. For more information on parental controls in AOL, visit http://www.aol.com/info/parentcontrol.html.

Solution 6: Check if you are working behind a firewall.

Corporate networks (LANs) or commercial Internet Service Providers (ISPs) often use firewalls to limit traffic or protect their users' computers from unauthorized access. If your computer accesses the Internet through a connection that uses a firewall and the administrator has not configured the firewall to allow RealOne Player traffic, you may be unable to connect to Internet media presentations, audio, and video.

For instructions to make RealOne Player work with your firewall, refer to How do I configure RealOne Player to work with a network firewall?

Related Documents

Why do I receive a "Connection to server has timed out" error in RealOne Player?

Why does RealOne Player return the error message "Could not connect to server using HTTP" when I try to stream content from a Web site?

Why am I disconnected from AOL when I try to view RealOne Player content?