The easiest way to watch, save and share your videos.

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.

 

{ 82 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

51 Elvis April 28, 2014 at 6:15 am

Hello again. I am still on MS Vista and Real Player v16 – when will the promised update be released to allow proper downloading and conversion of mp4 files?

52 Arunkumar April 29, 2014 at 8:49 pm

The Cloud team is working to make RealPlayer Cloud compatible with Windows XP later this year. However, we do not yet know if we will also make it compatible with Vista.

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

53 yosef May 26, 2014 at 3:51 pm

Downlod mp4

54 RealPlayer Team May 26, 2014 at 6:04 pm

In order to troubleshoot this issue effectively, I will need you to provide the following information:

- Are you trying to download videos?
- Are you able to see the “Download This Video” option?
- Do you receive any error message?
- Is this happening to all videos, on all sites or just with a particular one?
- What web browser do you use? (Google chrome/Firefox/ Internet Explorer)
- What is your Operating System (Windows XP, Vista, 7, 8, 8.1)?
- What version of RealPlayer is installed?

To find the version:

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 small window will open.
4. Provide 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 17.0.8.22″ or “RealPlayer 17.0.9.17″).

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

55 bl chr June 6, 2014 at 10:21 pm

why realplayer cloud androids apps asks for permission to images on the phone? How this is addressed in your privacy policy?

56 Brinton Felixraja June 8, 2014 at 12:36 am

It is safe and secure to use RealPlayer. RealPlayer Cloud app allows users to share their videos to family and friends, you can also share the video link via SMS. For these reasons, RealPlayer Cloud will require your permission to access your contacts. However, your contact information won’t be uploaded or stored in RealPlayer Cloud. This also happens for most popular sharing apps.

57 Brendan Pells June 15, 2014 at 9:33 am

I have video clips from my Sony mobile phone which Real Player Cloud cannot play. I get an error message saying ‘There is no software update available from Real to support this content’, and in details it states content type mp4m. I have no problem playing the video clips with QuickTime player or Windows media player

58 Brinton Felixraja June 16, 2014 at 4:34 am

You’re unable to watch the video because mp4m is not supported by RealPlayer Cloud. To know about the supported file format, visit the below link:

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

As a suggestion, you can try uploading the video to RealPlayer Cloud. If it plays after uploading to Cloud space; download the same file as mp4 file format so that the video can be played using RealPlayer Cloud installed on other devices.

59 basma July 11, 2014 at 2:29 am

hello, for some reason when I download any video from YouTube I cant play it, there is no picture and sound and after one month I was able to download again without any problem but now I have the same problem, I cant download the videos from YouTube when it finishes downloading it becomes dash file with no picture and sound I don’t know why this happens. I tried to install the latest realplayer version “realplayer cloud” and the same problem exists.
please help me as soon as possible I want to download videos again with the realplayer downloader.

60 Brinton Felixraja July 13, 2014 at 1:22 am

Sorry for the trouble.

To fix this issue, please do a clean uninstall and reinstall. Performing a clean uninstall and reinstall can help you resolve many issues, try uninstalling and reinstalling RealPlayer by following this link: http://customer.real.com/entries/23994572

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

After installing RealPlayer follow the steps given in the below link to enable the RealPlayer Plugin: http://customer.real.com/entries/23689856

Once it is done, uninstall and reinstall Flash Player using Internet Explorer browser. First, click this link to uninstall the Flash Player: http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html

Next, install the flash from : http://www.adobe.com/downloads.html
Also, you need to update the below codec’s using Internet Explorer:
Shockwave Player Plugin (Free): http://www.adobe.com/shockwave/download/
QuickTime PlayerPlugin (Free): http://www.apple.com/quicktime/
K-Lite codec (Free): http://fileforum.betanews.com/download/KLite-Codec-Pack_Full/1094057842/3

If that does not resolve the issue or have any additional questions, please send an email to help@real.com

61 Scott Hall July 11, 2014 at 1:35 pm

You’re product is a failure. For the past six years it’s gotten worse and worse. May you all perish in hell for utilizing dash & mp4s.

62 Brinton Felixraja July 13, 2014 at 5:36 am

Sorry for the inconvenience.

A compatibility issue was preventing some .mp4 files from playing in RealPlayer. Essentially, the files that are being downloaded are not actually MP4s but a new streaming format that was being misidentified as MP4. This issue has been fixed in the latest build of RealPlayer. However, you need to re-download the videos that previously received the “General Error” message.

If you are currently using RealPlayer Plus 16 or the free version: Please open RealPlayer, click the RealPlayer logo in the upper left, and select Check for Update. You will then be able to update your RealPlayer to the newest build. Otherwise, do a clean uninstall and reinstall. Performing a clean uninstall and reinstall can help you resolve many issues, try uninstalling and reinstalling RealPlayer by following this link: http://customer.real.com/entries/23994572

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

After installing RealPlayer follow the steps given in the below link to enable the RealPlayer Plugin: http://customer.real.com/entries/23689856

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

63 basma July 13, 2014 at 5:26 am

thank you, suddenly the problem is fixed, it will keep crashing until I uninstall and reinstall right?

64 Brinton Felixraja July 13, 2014 at 5:44 am

I’m glad to hear that this is working for you now!

Yes, it is best to uninstall and reinstall. Delete temporary Windows files and folders too. To do so, visit this link: http://customer.real.com/entries/24049452

Thank you for letting us know.

65 Prince hero July 21, 2014 at 1:07 pm

In my ipad whenever I play web videos it displays black screen and on computer when i try to watch web videos in real player by searching it shows nevigation to we page was canceled if someone knows solution reply me on my email princehero1000@hotmail.com

66 Brinton Felixraja July 21, 2014 at 11:37 pm

Sorry for the trouble. In order to troubleshoot this issue effectively, I will need you to provide the following information:

1- Are you connected to the wireless network or mobile network?
2- If it is a mobile connection; what type of connection you’re using (like 3G or 4G)?
3- Check whether you’re able to watch the videos by visiting http://www.videos.real.com . Do the same in your computer too.
4- Sign out and then sign in again (both in RealPlayer Cloud App and RealPlayer Cloud desktop version)
5. Make sure that you have the latest version of RealPlayer Cloud installed.
6- What version of RealPlayer is installed?

To find the version: (PC)

a. Open the RealPlayer software.
b. From the RealPlayer menu in the upper left, choose “Help” option.
c. Choose “About RealPlayer” inside the “Help” menu. A window opens.
d. Provide 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 17.0.11.0″).

For iPod:

From the the Home Screen, tap Settings > General > About.

7- What web browser do you use (Google chrome/Firefox/ Internet Explorer)?
8. Do a browser reset and then try again.

Also, I see that you have contacted our email support too. Either you can reply to this post or reply to the email.

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

67 Alexus August 15, 2014 at 5:36 pm

On firefox the plugin is enabled but on youtube videos the tab won’t come up. I have tried refreshing the page several time and even reinstalled realplayer again. But nothing is working. Firefox and Adobe are updated as well.

68 Brinton Felixraja August 18, 2014 at 12:25 am

Sorry for the delay.

Thank you for bringing this to our attention. We are aware of this issue and are working to get it resolved in a future release. However, I recommend you to check with other browser like Internet Explorer, RealPlayer browser. To access the RealPlayer browser:

1. Open RealPlayer.
2. Click on RealPlayer Logo.
3. Go to File.
4. Then select New and then New Web Browser.
5. Type http://www.youtube.com and then choose a video.
6. If ‘Download This Video’ button is not enabled, make a right click and then select ‘Download This video’ option.

If that does not work, please let us know. Please let us know by sending an email to help@real.com, if you have additional questions.

69 Khalid August 24, 2014 at 4:43 am

I have installed Realplayer ver. 14. I do not get download bar either in explorer or chrome anywhere. How do I fex the problem

70 Brinton Felixraja August 24, 2014 at 8:27 am

To continue downloading videos, we recommend you to install the latest version of RealPlayer Cloud. Also, make sure that RealDowloader plugin is enabled. To verify, follow the instructions given in the link below:

https://realnetworks.zendesk.com/entries/95795303

Please be aware that we are no longer making any updates to RealPlayer 16 or earlier versions, and popular features such as Download This Video may not work on these versions. This is the reason why the Download This Video button did not appear.

If you wish, you can try with the RealPlayer browser:

1. Open RealPlayer.
2. Click on RealPlayer Logo.
3. Go to File.
4. Then select New and then New Web Browser.
5. Type http://www.youtube.com and then choose a video.
6. If ‘Download This Video’ button is not enabled, make a right click and then select ‘Download This video’ option.

Please let us know, if you have additional questions.

71 Alvaro Fuentes September 11, 2014 at 5:45 am

It happened today that I download the video on my RealPlayer Cloud Plus that it says “Download Incomplete. Please Refresh and Try Again” and never work me and my brother too and throughout the world is the same. Can anyone when it will fix it update or a new update version of RealPlayer Cloud Plus for a weeks to come?

72 RealPlayer Team September 11, 2014 at 8:13 am

Other customer’s have also reported the same problem. We are aware of this and our development team is working to get it resolved soon.

In the meantime, you can try to download using the RealPlayer browser. Here are the instructions to access the RealPlayer browser:

- Open RealPlayer Cloud.
- Click on RealPlayer Cloud Logo.
- Go to File.
- Then select New and then New Web Browser.
- Type http://www.youtube.com and then choose a video.
- If ‘Download This Video’ button is not enabled, make a right click and then select ‘Download This video’ option.

We’re gathering some information to locate the exact issue. Therefore, it would be helpful if you provide the following:

- The URL of the video which you’re unable to download.
- The Internet speeds from http://www.speedtest.net

It is noted that the file size doesn’t show up fully. Please let the video play until the end and then try to download it.

Example – When you download, it may show 18MB but when re-downloaded or tried to download using the other browser the same video shows 40MB. Therefore, please let the video play until the end.

Try changing the resolution size to a lower one and try downloading the video.

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

73 Randy September 26, 2014 at 12:20 am

I just recently downloaded Realplayer about a month ago, August 2014. I was downloading videos on YouTube without any problems. About a week ago, when I would download a video on YouTube, It would say “download incomplete, refresh page and try again”. Well I have tried everything I know of to fix it. I uninstalled Realplayer, re-installed it. I have the latest Adobe Flash Player. Realplayer “add-on” is enabled. Is anyone else having this problem? I am running Windows 7 Home Premium, 64 bit. Is there a fix out there yet??? Thanks. Randy.

74 Brinton Felixraja September 26, 2014 at 5:08 am

Thank you for bringing this to our attention. We are aware of this issue and are working to get it resolved in a future release.

Many customers have reported that disabling the Shockwave Flash Object in Internet Explorer Add-ons has allowed them to download videos in Internet Explorer (however, this step will not work in Firefox). To try this, follow these steps:
1. Open Internet Explorer.
2. Click on tools or the cog icon at the upper right of the browser window.
3. Click on Manage Add-ons.
4. Then choose “All Add-ons” in the drop down menu under “Show” at the left pane.
5. Disable Shockwave Flash Object.
6. Close the Internet Explorer and reopen it.

We have also found that resetting your web browser, then restarting your computer, can resolve the issue if you are using Internet Explorer.

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

75 Scotty October 29, 2014 at 4:26 pm

I still have the “Download Incomplete” Problem and it is now October of 2014. I have XP SP3. So Realplayer 16 is the best version I have been permitted to download. I have already tried everything listed here with the same bad results. Is there a fix that isn’t listed here?

76 Brinton Felixraja October 30, 2014 at 12:47 am

The download issue is fixed in the latest version of RealPlayer Cloud and not in RealPlayer 16. This is the reason why you’re unable to download videos. Unfortunately, RealPlayer Cloud is not compatible with the Windows Vista and XP operating system. We apologize for any disappointment this news may cause.

To fix this issue, you need to upgrade the operating system so that you can install RealPlayer Cloud.

Please let us know, if you have additional questions.

77 Michelle November 23, 2014 at 6:46 pm

Hi, after I download videos from youtube the download is successful but once i open real player cloud the videos won’t play it says “realplayer cloud needs to download new software to play this clip.” I then press okay but then it says “There is no software update available from real to support this content.” I click on details and it says that all the content types are “avcw.” I have checked for updates and updated. I have uninstalled and reinstalled. I have deleted the videos and reupload them but the same thing keeps happening.
Thanks, Michelle.

78 Brinton Felixraja November 24, 2014 at 9:23 am

It seems that the clip need additional components to play or restricted. First, we can try by installing the codec’s.
Click the below links to install the below codec’s:

Note: Use Internet Explorer browser to install

Flash Player Plugin (Free): http://www.adobe.com/downloads.html
Shockwave Player Plugin (Free): http://www.adobe.com/shockwave/download/
QuickTime PlayerPlugin (Free): http://www.apple.com/quicktime/
K-Lite codec (Free): http://fileforum.betanews.com/download/KLite-Codec-Pack_Full/1094057842/3

If that doesn’t resolve the issue, please provide the URL or the web link of the video for testing purpose.

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

79 Rosa December 7, 2014 at 5:08 am

I’ve been having an issue with RealPlayer not playing my Mp4 videos like it use to so i checked for updates and surely enough there was an update. I updated to RealPlayer 16.0.4 which I thought would have fixed my issue but it didn’t. Now i’m stuck trying to find a compatible program to be able to play my videos. If RealPlayer (free version) is not going to do the job, then i need to remove it from my computer so it won’t be taking up valuable space. How can I get it to work? I’m running Windows Vista 32-bit.

80 Brinton Felixraja December 8, 2014 at 4:16 am

.mp4 is supported by basic version of RealPlayer. For more information, please visit this link: https://realnetworks.zendesk.com/entries/23983467

To fix the playback issue, update the below codec’s using Internet Explorer browser and try again.
Flash Player Plugin (Free): http://www.adobe.com/downloads.html
Shockwave Player Plugin (Free): http://www.adobe.com/shockwave/download/
QuickTime PlayerPlugin (Free): http://www.apple.com/quicktime/

If the issue persists, check whether it is happening for all .mp4 file formats. If it happens for a particular clip, please redownload the clip. Otherwise, please provide the URL of the video (atleast 2) which does not play in the RealPlayer for testing purpose.

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

81 Miky December 15, 2014 at 11:17 am

Hi.
I try to use real player version 16.0.4.19. Here’s another particular issue: downloaded mp4 file from u-tube, installed k-lite mega pack codecs and all the links listed above (adobe flash, shockwave and quicktime) but, still there’s no sound. The video is ok but no sound (and if I check in ”proprieties” a running file I can see the file uses the codec ”ffdshow video codec” but in front of the audio codec is just a line. When I installed k-lite pack, I checked al the boxes video and audio to be processed.
Can u help?
Thank u
Miky

82 Brinton Felixraja December 18, 2014 at 8:05 am

Installing the K-Lite codec should fix the issue. Since it did not work, I recommend you to redownload the file and again.

If you’re using Windows 7 or higher operating system, please uninstall the current version and install the latest version from http://www.real.com and try again.

If that does not resolve the issue, please send an email to help@real.com with the following information:

1. The URL of the video for testing purpose.
2. Does it happen for all downloaded files or for .mp4 file format?
3. Have you tried redownloading the clip?
4. What is your Operating System (Windows XP, Vista, 7, 8, 8.1)?

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

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