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Ask RealPlayer: Playing Downloaded MP4 Videos

by RealPlayer on September 16, 2013

We love hearing from users of our products. When features aren’t working the way you think they should, we want to help. That’s the idea behind Ask RealPlayer. We’re going to be providing answers to those questions straight from our product experts. Think of Ask RealPlayer as your buddy that works at RealPlayer. Please leave your questions below and we’ll address them in the comments or in our next installment of Ask RealPlayer.

Q: HOW COME I CAN’T PLAY MP4 FILES I DOWNLOADED?

A: Many websites have started using Dynamic Adaptive Streaming over HTTP (DASH), which is great for streaming high-quality media over the Internet without stalls or buffer issues occuring. While you can still download these videos from sites like YouTube as a MP4 file, there have been some compatibility issues with playing the videos back.

The good news is this issue has been fixed in the latest update to RealPlayer 16. If you are currently using the free or Plus version of RealPlayer 16 here’s how to install the update: 

1.  Open RealPlayer and click the RealPlayer logo in the upper left corner of the screen.

2. Select Check For Update. RealPlayer will be updated. Note: Once the update is complete you may still need to re-enable the RealDownloader extension in your web browser.

play MP4 files

3. Re-download the videos that weren’t playing back in RealPlayer. They should now play back with ease.

For those who have RealPlayer 15, please contact customer support by sending an email to help@real.com. If you’re having other issues playing MP4 videos using RealPlayer please leave a comment below and we’ll be happy to answer your questions.

 

{ 50 comments… read them below or add one }

1 Esther Katz October 9, 2013 at 8:33 pm

Where do I find out what version of Realplayer I have?

2 RealPlayer Team October 9, 2013 at 11:50 pm

You can find the RealPlayer version by following the steps in this link: https://realnetworks.zendesk.com/entries/24084711

If this doesn’t work, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

3 Jacob Nielsen October 12, 2013 at 9:16 am

Hi, Help / Support team.

Ive got some issues with RPL even do I got version 16 installed.

I cant play any MP4 files in RPL after downloading them, even after downloading the latest Updates doesnt seem to help.

Is there any was I can either convert or change MP4 files into FLV files at all?. All the FLV files works perfectly without any problems when I play them, so I find it strange I cant play any MP4 files even with all the latest updates or versions.

4 RealPlayer Team October 12, 2013 at 1:28 pm

Kindly send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

5 Raphael Paoli October 20, 2013 at 3:52 pm

I have an issue downloading mp4 files from youtube using RealPlyer Plus 15 . The resulting files canoot be opened or played .
Can you help?
Best Regards
Raphael Paoli

6 RealPlayer Team October 20, 2013 at 5:31 pm

Kindly send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

7 James Hu October 23, 2013 at 10:07 am

I have realplayer 16 installed. After downloaded files with it there is no sound or video when replay them. Please help. Thanks.

James

8 RealPlayer Team October 24, 2013 at 12:42 am

It sounds like downloaded video is corrupted. Please provide us some more information:

1. What is the format of the video?
2. Do you receive any error messages?
3. What is the build number of RealPlayer 16?

Check the build number by following these steps:

1. Open the RealPlayer software.
2. From the RealPlayer menu in the upper left, choose “Help” option.
3. Choose “About RealPlayer” inside the “Help” menu. A window opens.
4. Look for the information listed beside “Version” near the top of the “About RealPlayer” window. These numbers indicate the version of RealPlayer currently installed on the computer (i.e. “RealPlayer 16.0.3.51″ or “RealPlayer 17.0.1.179″).

The more specific you are, the better we will be able to assist you.

9 nawa October 28, 2013 at 8:34 am

I tried installing the version 17.1. I am having trouble installing it. I tried few website to download it from. Please can anyone tell me about a website from where i can download this.

mp4 songs-download songs-download indian songs-audio songs-video songs

10 RealPlayer Team October 28, 2013 at 3:36 pm

You can download the latest version of RealPlayer from: http://www.real.com

11 michelle October 30, 2013 at 5:39 am

I am also having problems. I keep getting a message saying download not complete try refreshing page i was able to download last week need help
Thanks

12 RealPlayer Team October 30, 2013 at 9:54 pm

Sorry you can’t download videos!

Reset your browser and try downloading videos by following this link: https://realnetworks.zendesk.com/entries/23980986

Then, make sure to enable plug-ins by following this link: https://realnetworks.zendesk.com/entries/23689856

If this doesn’t work, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

13 Ian Horwood November 6, 2013 at 12:10 am

I have the latest free version of Realplayer (16). It is fully up-to-date, but I still cannot download or play DASH files. I just get the message that the download was incomplete. Any ideas? It always used to work before these DASH files cam along and still does for non-DASH files. Thanks.

14 RealPlayer Team November 6, 2013 at 6:48 pm

Sorry! Our technical team is aware of this issue and currently working on a fix. In the meantime, try downloading alternate videos (a few to test if website is doing something). After a few attempts, the video downloads completely.

If you have additional questions, send an email to help@real.com

15 Alan November 8, 2013 at 1:53 pm

I have downloaded several videos from youtube successfully into my library. I wish to burn them onto a disc, but I get the message that Realplayer cannot burn to disc as they are MP4 format. How do I proceed?

16 RealPlayer Team November 9, 2013 at 5:27 am

Sorry you can’t burn .MP4 videos to DVD! Please provide us some more information,

>Are you able to play these files in RealPlayer?
>From which website did you download the videos?
>What exactly happens when you try to burn a DVD?
>Do you get any error message? If so, let us know the exact error message.
>Are you using the latest version of RealPlayer?

The more specific you are, the better we will be able to assist you.

17 Sohail November 19, 2013 at 8:44 am

Hello,
I have realplayer ver: 16.0.3.51. The problem is that it doesn’t play MP4 videos it gives a message ” A General error has occurred cannot play this file” this is all I get for few files but not for all. I reinstalled realplayer also I have downloaded the file again from the website through realplayer. But still no luck. please help.

18 RealPlayer Team November 20, 2013 at 2:55 am

Try installing K-Lite codec pack to enable the necessary codecs, to do so follow this link: http://fileforum.betanews.com/download/KLite-Codec-Pack_Full/1094057842/3

After installing, restart the computer, delete the videos and redownload it.

If this doesn’t work, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

19 susan November 20, 2013 at 3:17 am

please help!!!!!!!!!!!!!! I dont know how to download music or burn CDS using real player cloud. Can you please help me? What kind of music files do I download and how??? and then how do I burn CDS? I tried burning a CD but only 5 out of 100 songs would burn! and some of them had no sound. Please send me step by step directions. Thank you!

20 RealPlayer Team November 20, 2013 at 6:12 am

Follow these links to learn how to download music files and burn them to a CD:

http://cache-download.real.com/free/windows/mrkt/help/RealPlayer-16/en/RealPlayer-help.htm#Recording_Download_This_Video_button.htm

http://cache-download.real.com/free/windows/mrkt/help/RealPlayer-16/en/RealPlayer-help.htm#CD_Create_CD.htm

If this doesn’t work, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

21 R. Ware November 30, 2013 at 7:20 pm

I currently have RealPlayer version 16.0.3.51
When attempting to download recent videos from YouTube, I get one of two problems.
a) An error message saying “Download incomplete. Please refresh page and try again.”
b) A completely downloaded MPEG-DASH file that cannot play with this version of RealPlayer.

Will this be fixed in the next available update?

22 RealPlayer Team December 1, 2013 at 9:21 am

Sorry you are unable to download videos! Our technical team is aware of this issue and currently working on a fix. This issue will be resolved as early as possible. When we have an update on the status of this issue, we will let you know.

In the meantime, while downloading videos if it shows ”Download Incomplete. Refresh the page and try again” redownload the same video again to download it properly (make sure you don’t click Clear List in RealDownloader)

If you have additional questions, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

23 alice December 1, 2013 at 4:56 am

how come all the videos i downloaded are only 7 minutes long? no matter if the original video is 15minutes or 1 hour.

24 RealPlayer Team December 1, 2013 at 9:23 am

Sorry you are facing issues with downloading videos. Performing a clean uninstall and reinstall can help you resolve many issues, to do so follow this link: https://realnetworks.zendesk.com/entries/23994572

Note: Make sure you delete the RealPlayer folders as mentioned on the link before reinstalling RealPlayer.

After installing RealPlayer follow the steps to enable the RealPlayer Plugin in your web browser,

https://realnetworks.zendesk.com/entries/23689856

If this doesn’t work, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

25 Dave December 4, 2013 at 6:09 pm

RealPlayer 16 doesn’t let me play Youtube videos that download as DASH files. How do I fix it. Thanks, Dave

26 RealPlayer Team December 6, 2013 at 5:50 am

Some sites have introduced a new streaming standard. The latest build of RealDownloader is designed to automatically convert videos to playable .MP4 format at the end of the download. Hence, while downloading videos, you need to wait until the thumbnail of video gets loaded. After thumbnail gets loaded, video will be saved in .MP4 format. If you close RealDownloader window before it converts the video, it will get saved in .DASH format.

For additional questions, please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

27 Ian December 13, 2013 at 7:03 pm

I am unable to download any music files from YouTube and have just updated Real Player 16plus

28 RealPlayer Team December 25, 2013 at 9:03 pm

I’m happy to report that the issues that prevented “Download This Video” from appearing in IE 11 and Chrome 31, and caused “Download incomplete” or “Unable to download” error messages, have been fixed in the new build of RealPlayer Cloud, released on Dec. 18 at 4:00 pm Pacific time.

If you have RealPlayer Cloud or RealPlayer 16 (and are in the US or Canada, running Windows 7 or 8), you can download the new build (at no charge) by clicking the RealPlayer logo in the top left corner of the player, then clicking Check for Update and following the prompts to install the upgrade to RealPlayer version 17.0.

If you live outside of the US and Canada, rest assured we will be making this fix available for RealPlayer 16 worldwide in early 2014.

To update RealPlayer,

>Open RealPlayer
>Click on RealPlayer Logo
>Check for update
>Select the update and click install

Note: If RealPlayer is unable to find the latest update, you can download it from: http://www.real.com (Click on get RealPlayer Cloud free)

Please note that after installing, you need to sign in on the RealPlayer free version to activate RealPlayer Plus.

To sign into RealPlayer,

>Open RealPlayer
>Click on RealPlayer logo at the top left corner.
>Select Sign in from the drop down menu.
>Sign in with your email address and password.

Also follow the steps to enable the RealPlayer Plugin in your web browser,

https://realnetworks.zendesk.com/entries/23689856

If that doesn’t help, please send an email to help@real.com

29 Elvis December 13, 2013 at 7:18 pm

This MP4 problem has rumbled on and on. I have the most up-to-date version. It will download files and identifies them as MP4.

It will not play most of them (a very few will play) – Realplayer just hangs doing nothing and requires Task Manager to kill it.

Will there ever be a solution?

I did a complete re-install at one point but that lost all my library / playlists so I am reluctant to do that again. The advice in this thread just seems to be wrong – the problem wasn’t solved by v16

30 RealPlayer Team December 25, 2013 at 9:02 pm

How frustrating! Please send an email to help@real.com, include a brief description of the issue, copy and paste the link to this thread within the email for further assistance.

31 afw December 29, 2013 at 12:02 am

I have latest real v17, and latest klite codec.
some mp4s downloaded by real itself, can be played by the real clipper, and windows media player. but not by real player. it gives the general error

Video
Format : MPEG-4
Format profile : Base Media / Version 2
Codec ID : mp42
File size : 476 MiB
Duration : 26mn 18s
Overall bit rate mode : Variable
Overall bit rate : 2 530 Kbps
Encoded date : UTC 2013-01-23 15:24:26
Tagged date : UTC 2013-01-24 15:24:43
widt : (Binary)
heig : (Binary)
cmpt : ipod
Video
ID : 2
Format : AVC
Format/Info : Advanced Video Codec
Format profile : Main@L3.1
Format settings, CABAC : Yes
Format settings, ReFrames : 4 frames
Codec ID : avc1
Codec ID/Info : Advanced Video Coding
Duration : 26mn 18s
Bit rate mode : Variable
Bit rate : 2 396 Kbps
Maximum bit rate : 3 000 Kbps
Width : 1 280 pixels
Height : 720 pixels
Display aspect ratio : 16:9
Frame rate mode : Variable
Frame rate : 29.970 fps
Minimum frame rate : 29.950 fps
Maximum frame rate : 29.980 fps
Standard : NTSC
Color space : YUV
Chroma subsampling : 4:2:0
Bit depth : 8 bits
Scan type : Progressive
Bits/(Pixel*Frame) : 0.087
Stream size : 451 MiB (95%)
Encoded date : UTC 2013-01-23 15:24:26
Tagged date : UTC 2013-01-23 15:24:26

Audio
ID : 1
Format : AAC
Format/Info : Advanced Audio Codec
Format profile : LC
Codec ID : 40
Duration : 26mn 18s
Bit rate mode : Constant
Bit rate : 128 Kbps
Channel count : 2 channels
Channel positions : Front: L R
Sampling rate : 44.1 KHz
Compression mode : Lossy
Stream size : 24.1 MiB (5%)
Encoded date : UTC 2013-01-23 15:24:26
Tagged date : UTC 2013-01-23 15:24:26

32 RealPlayer Team December 29, 2013 at 6:46 pm

Sorry for the inconvenience caused!

Please try updating RealPlayer by following:

1. Open RealPlayer.
2. Click on RealPlayer logo.
3. Select “Check for Update” from the drop down menu.

You will then be able to update your RealPlayer to the newest build. Please note that you may need to re-enable the browser plug-in by following this link:

https://realnetworks.zendesk.com/entries/23689856

After that, try to re-download the .mp4 videos which you are unable to play. You can also install Quick Time / iTunes using this link:

QuickTime : http://www.apple.com/quicktime/download/

iTunes http://www.apple.com/itunes/download/

If the issue still persists, please send an email to help@real.com

33 irfan December 30, 2013 at 1:05 am

i downloaded videos from youtube but after downloading 25 videos i realized that downloaded videos have no sound ?????? :( in audio there is not audio track in videos plz help i am using free downloader. . .

34 RealPlayer Team December 31, 2013 at 1:59 am

Sorry for the inconvenience caused!

Please provide some more information:

1. What is the format of the video?
2. Do you receive any error message while playing the video?
3. Have you tried playing the video using any other player? If so, what happens with that player.

The more specific you are, the better we will be able to assist you further.

You can also send an email to help@real.com

35 Elsadig Elmahdi Elsharif January 14, 2014 at 7:47 pm

I have the .dash files which were downloaded from you ttube. Some files were .MP4 while tthe most others got .dash extension & unable to play. I have RP 16 ver 16.0.3.51
How can I fix this??

36 RealPlayer Team January 15, 2014 at 1:03 am

Sorry you can’t play videos!

Please read this article for instructions to troubleshoot this issue:

https://realnetworks.zendesk.com/entries/23698236

If you additional question, please send an email to help@real.com

37 Ray Beharrell January 19, 2014 at 4:20 am

I have downloaded the above update to be able to play MP4 but now I cannot download video from YouTube, it just says “download incomplete. Refresh page and try again”. I have tried to download new videos and also old ones which I know did once download.???

38 RealPlayer Team January 19, 2014 at 6:43 pm

Sorry you can’t download videos!

The following issues have been fixed in the new build of RealPlayer Cloud, released on Jan. 17:

- Download This Video button did not appear in Chrome 31 or Internet Explorer 11
- “Download incomplete” and “Unable to download” error messages

Since you have RealPlayer 16, please uninstall your current version and install the RealPlayer Cloud at http://www.real.com.au/

(If you have Windows XP or Vista: a fix for RealPlayer 16 will be released in early 2014.)

If you additional question, please send an email to help@real.com

39 Jose Matallanes January 26, 2014 at 1:26 am

I lost the Real player 16 plus because the Real player cloud took over without my permission, and now I can’t not burn DVD or use any of the Real player sources. I need my Real player 16 +. Please help. I been using Real Player 16 + for many years.

40 RealPlayer Team January 26, 2014 at 10:32 pm

The following issues have been fixed in the new build of RealPlayer Cloud, released at 4pm Pacific time on Dec. 18:

- Download This Video button did not appear in Chrome 31 or Internet Explorer 11
- “Download incomplete” and “Unable to download” error messages

If you still prefer to install RealPlayer 16, make sure that you have uninstalled RealPlayer Cloud from your PC first using this link:

https://realnetworks.zendesk.com/entries/23994572

Once done, install the basic version of RealPlayer 16 by clicking on this link:
http://cache-download.real.com/free/support/win/RealPlayer16.exe

Next, to access the premium features, follow this steps:
https://realnetworks.zendesk.com/entries/23585297

At this point the logo in the upper left corner should indicate RealPlayer Plus and the premium features should be available. Enjoy!

We will be working on a similar fix for RealPlayer v16. If you additional question, please send an email to help@real.com

41 Honey January 31, 2014 at 6:07 pm

My brother uses realplayer to download and rip the sound from youtube videos. I downloaded realplayer cloud and now I cant figure out how to download the videos.

42 RealPlayer Team February 3, 2014 at 4:38 pm

Please read this article for instructions to download videos using RealPlayer Cloud:

http://cache-download.real.com/free/windows/mrkt/help/RealPlayer-Cloud/en/RealPlayer-help.htm#Recording_Download-Record_Web.htm

If you have an additional question, please send an email to help@real.com

43 FZ February 13, 2014 at 12:43 am

I updated my Free Realplayer 16 and I still get ‘Download Incomplete’ and DASH doesn’t play?

44 RealPlayer Team February 13, 2014 at 5:41 pm

RealNetworks released RealPlayer Cloud in English worldwide for Windows 7 and higher operating systems. This latest version will fix the “download incomplete” issue with YouTube and supports Chrome 31 and Internet Explorer 11. If you are on Win 7 or higher, please go to http://www.real.com and download the free version RealPlayer Cloud. If you purchased RealPlayer Plus version 16, you can login using your email address and password to access your premium features.

Note: Make sure that you have re-enabled the browser plug-in using this link:
https://realnetworks.zendesk.com/entries/23689856

Customers that are on Win XP or Vista, we will be working on a similar fix for RealPlayer v16 and hope to release that soon but do not have a date yet. For customers that prefer to wait for your localized language (not US English) we are working on those versions that as well.

However, we have an interim solution which seems to be effective. To perform the work around you need to download the same video again from the web browser without closing RealDownloader. One having the thumbnail and the other will not. The one which has the thumbnail view has downloaded without any issues. You will be able to play it.

With regards to the DASH file, try to re-download the same video using RealPlayer Cloud and play it.

If you have an additional question, please send an email to help@real.com

45 R. Ware February 13, 2014 at 9:14 pm

I recently downloaded RealPlayer Cloud (RealPlayer ver. 17.0.4.61), and initially, it appeared to work fine, but recently I have discovered two consistent problems.

1) After playing videos for a prolonged period, RealPlayer “encounters a problem,” freezes up, and must be abruptly ended, which damages the database that must be restored the next time RealPlayer is started.

2) The “Download Video” option now fails when the video is near completion and displays the message “Failed to Convert.” NOTE: This particular error did not occur when RealPlayer Cloud was initially installed, but now happens with every download attempt to date.

46 RealPlayer Team February 19, 2014 at 8:57 pm

Sorry for the inconvenience caused.

One solution to fix this is to completely remove RealPlayer from your PC, then reinstall RealPlayer Cloud.

Note: This fix will only work for customers having Windows 7 or 8.

First, uninstall the existing software using the instructions here:

https://realnetworks.zendesk.com/entries/23994572

Next, download the free version from http://www.real.com (depending on your operating system, the button may say Download the Free RealPlayer or Get RealPlayer Cloud Free).

Then enable the download plug-ins by following this link:

https://realnetworks.zendesk.com/entries/23689856

I suggest you to try playing the clip in RealPlayer first. If the clip will not play in RealPlayer, then it can’t be converted. You will need to re-download the video and try converting.

If this is not the case, try installing free codec pack like Klite and QuickTime Player. Then you can burn the video.

Klite Codec Pack: http://fileforum.betanews.com/download/KLite-Codec-Pack_Full/1094057842/3

QuickTime: http://www.apple.com/quicktime/

I hope this helps. If the issue still persists, please send an email to help@real.com

47 Haniya April 14, 2014 at 8:52 pm

I tried installing the version 17.1. I am having trouble installing it. I tried few website to download it from. Please can anyone tell me about a website from where i can download this.
mp4 songs-download songs-download indian mp4 songs-audio songs-video songs

48 RealPlayer Team April 15, 2014 at 6:48 pm

One solution to fix this is to completely remove RealPlayer from your PC, then reinstall RealPlayer Cloud.

Note: This fix will only work for customers having Windows 7 or 8.

First, uninstall the existing software using the instructions here:

https://realnetworks.zendesk.com/entries/23994572

Next, download the free version from http://www.real.com (depending on your operating system, the button may say Download the Free RealPlayer or Get RealPlayer Cloud Free).

Then enable the download plug-ins by following this link:

https://realnetworks.zendesk.com/entries/23689856

Still if the issue persists, please send an email to help@real.com

49 Mp4 Songs April 21, 2014 at 5:50 pm

can any one explain that how to convert any video with real player

thanks in advance

mp4 songs-download songs-download indian songs-audio songs-video songs

50 RealPlayer Team April 22, 2014 at 10:41 am

Refer this article to learn how to convert videos using RealPlayer: http://cache-download.real.com/free/windows/mrkt/help/RealPlayer-Cloud/en/RealPlayer-help.htm#converter_how_to_convert.htm

If you have any additional questions, please send an email to help@real.com

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