To optimize your use of video on RLMtv.com, we've provided answers to Frequently Asked Questions.

  • What do I need to view RLMtv.com content?
  • How can I resolve problems accessing RLMtv.com content?
  • How can I resolve problems with playback of RLMtv.com content?
  • Are cookies required to view RLMtv.com content?
  • Where can I view the RLMtv.com's Privacy Policy?
  • If I have lost or forgotten my member name and/or password, how can I get them?
  • I can't login to my account and I have the proper username and password?
  • Why do I receive "cannot connect" error messages with RealPlayer?
  • How can I tell if high network traffic is affecting playback in RealPlayer?
  • How can I spot a high-traffic problem?
  • Could it be a problem with my RealPlayer?
  • When trying to view a video the link is opened in browser window returning an error page.
  • When I play video, the frame flashes quickly from video to black.

  • Still need support? Visit our video support form for Web-based customer service.

    What do I need to view RLMtv.com content?
    Operating System and Browser Requirements The operating system you use determines which browser you need to view videos: If you use Windows 98, NT, 2000, XP, ME, use one of the following browsers: NOTE: This example is based on Real Player 10.
  • Internet Explorer users need RealPlayer Basic 8 or higher.
  • Netscape and Mozilla users need RealOne player or higher.
    • back to top

    How can I resolve problems accessing RLMtv.com content?
    If you are unable to access RLMtv.com content:
    1. Verify that you meet the system requirements as outlined in What do I need to view RLMtv.com content?
    2. If you meet the system requirements but still have difficulty accessing, we recommend you disable any ad or pop up blocking software tools that you may have installed and try again.
    3. If you continue to have difficulty viewing, send us a description of your problem using our contact form.
    back to top

    How can I resolve problems with playback?
    If video displays as a slide show, or if you receive audio without video, you may be experiencing problems due to bandwidth congestion:
    1. Verify other streaming applications (including mp3 players) are not running.
    2. Try clicking the Change Speed button to the right of the player. This allows you to toggle between the narrowband (for 56k users) and broadband sites to determine which performs better for you.
    3. If the problem persists, we also recommend checking back at a time when your Internet service provider may experience less congestion to see if there is an improvement.
    If you receive video without audio:
    1. Verify that your system audio works by playing another audio application and/or checking your speaker and headphone wires.
    If you do not receive video or audio, or if you only see advertisements:
    1. If you are using ad-blocking or pop-up blocking software, you may experience problems streaming video. We recommend you disable the software and try accessing again.
    2. If you are behind a firewall or proxy server, you may experience problems streaming video.
    For details on how to configure RealPlayer to receive video through a firewall see http://service.real.com/firewall/index.html.

    For tips on optimizing RealPlayer, visit http://service.real.com/main.html.

    back to top
    Are cookies required to view RLMtv.com content?
    You will not be able to view RLMtv.com content if the cookies (Internet Files/Web Pages temporarily stored on your computer) are disabled. Following are step-by-step instructions to enable the cookies. Note that these instructions may vary slightly for different browser versions.

    INTERNET EXPLORER 6.0:
    1. Start Internet Explorer.
    2. Click the Tools menu and choose Internet Options.
    3. Click the Privacy tab to display the Privacy panel.
    4. Use the vertical slide bar to adjust your privacy settings to Medium High.
    5. Click the Advanced button.
    6. Verify that the Override Automatic Cookie Handling option is not checked.
      7. NOTE: If you prefer to use the Override Automatic Cookie Handling option, you must accept first-party cookies to enter the RLMtv.com. Though not required for entry, we strongly recommend also accepting third-party cookies for the best RLMtv.com experience.
    7. Click OK.
    8. Click OK again.
    9. Close all open Internet Explorer browsers.
    10. Reopen the browser and return to a RLMtv.com site.
    INTERNET EXPLORER 5.5:
    1. Start Internet Explorer.
    2. Click the Tools menu and choose Internet Options.
    3. Click the Security tab and the Custom Level button.
    4. Scroll down to the "Cookies" section and select "Enable" for both: Allow cookies that are stored on your computer. Allow per-session cookies (not stored).
    5. Click OK and YES to the confirmation message.
    6. Click OK again.
    7. Close all open Internet Explorer browsers.
    8. Reopen the browser and return to a RLMtv.com site.
    FIREFOX 1.0:
    1. Start Firefox.
    2. Click the Tools menu and choose Options.
    3. Click on the Privacy category on the left.
    4. Click on the Enable Cookies checkbox in the Cookies section.
    5. Click OK.
    6. Close all Firefox browsers.
    7. Open Firefox and return to the RLMtv.com site.
    NETSCAPE:
    1. Start Netscape.
    2. Click the Edit menu and choose Preferences.
    3. Click the Advanced category on the bottom left.
    4. Select "Accept all cookies" in the Cookies section.
    5. Click OK.
    6. Close all open Netscape browsers.
    7. Open Netscape and return to a RLMtv.com site.
    back to top
    Where can I view the RLMtv.com's Privacy Policy?
    Click here to view the RLMtv.com Privacy Policy.

    back to top
    If I have lost or forgotten my member name and/or password, how can I get them so I can log in to my RLMtv.com Account?
    If you have forgotten your password you can get an e-mail hint or reset your password here.

    If you have forgotten your member name you can provide your e-mail address here to have it sent to you.

    back to top
    I can't login to my account and I have the proper username and password.
    Please make sure you have met the requirements under the question, "What do I need to view RLMtv.com content?". Also insure you do not have the Caps Lock ON, when entering your password.

    back to top
    Why do I receive "cannot connect" error messages with RealPlayer?
    NOTE: This example is based on Real Player 10.

    "Cannot connect" errors generally mean that RealPlayer 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: 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 site hosting the file has been moved.

    Connection errors that occur at all sites on a recurring basis indicate a problem with RealPlayer connection configuration or your Internet connection. To allow RealPlayer to connect, you may need to reconfigure RealPlayer or your security software.

    If you get one of these errors, it may mean that RealPlayer did not receive enough information to maintain a connection to the server, or that RealPlayer stopped receiving information from the server for an extended period and could not maintain the connection. The problem could be caused by excessive network traffic on the Internet, your Internet Service Provider (ISP), or a local area network (LAN) connection.

    Solution 1: Determine if the problem is with the specific file.
    To rule out a problem with the file itself, try playing sample files:
    1. Open http://service.real.com/test/ in your Web browser.
    2. Click the links that match your connection speed. Dial-up modem users should choose the 28K or 56K links.
    If the sample files play, then the problem may be with the specific Web site, or with the file you were trying to play. This may be a temporary problem of high traffic or technical difficulties. Try again later, or contact the Webmaster of the site to alert them to the problem.

    Solution 2: Check RealPlayer’s online status setting.
    RealPlayer detects online status by default. If this detection fails, RealPlayer may be incorrectly set to Work Offline mode. If you are using a network connection or have a cable modem or DSL connection, you can override this detection and force RealPlayer to assume you are online all the time.

    To change the online status of RealPlayer:
    1. In RealPlayer on the Tools menu, click Preferences. The Preferences box opens.
    2. In the Category pane, click Connection.
    3. Click the Assume I am online option.
    4. Click OK.
    5. Restart RealPlayer.
    Solution 3: Test your connection speed.
    1. In RealPlayer, click the Tools menu, and then select Preferences. The Preferences box opens.
    2. In the Category pane, click Connection.
    3. Click the Test Connection button, then the Perform Test button to determine your current connection speed.
    4. Click the Update button to set your minimum bandwidth preference.
    5. Click OK.
    6. Try to play the clip again.
    Solution 4: Increase the time-out settings, and try playing the clip again.
    1. In RealPlayer, click the Tools menu, and then select Preferences. The Preferences box opens.
    2. In the Category pane, click Connection.
    3. Under Network Time-out, increase the time-out settings by 10 seconds.
    4. Click OK.
    5. Try to play the clip again.
    6. If you still have problems, increase the time-out settings by another 10 seconds and try again.
    Keep trying until the clip plays or it becomes obvious that increasing the time-out settings will not resolve this problem. Increasing this time also increases the time you wait for a time-out message to appear.

    Solution 5: Play the clip when the network and Internet are less busy.
    If you are unable to play the clip after trying these suggestions, try connecting to the clip at a different time.

    Solution 6: Configure your personal firewall or security software to allow RealPlayer access to the Internet.
    Firewalls must be configured to allow realplay.exe to have two-way access to the Internet before audio or video can be played. Consult the manufacturer of your firewall software if you are unsure how to grant this access.

    Solution 7: Verify that your corporate firewall or proxy allows RealPlayer access to the Internet.
    Corporate local area networks (LANs) or commercial Internet Service Providers (ISPs) often use a firewall or proxy to limit traffic and protect their users' computers from unauthorized access. If these ports are specifically restricted by your firewall, you will need to configure your Connection Preferences to use your firewall’s settings.

    By default, the RealPlayer uses the following ports to connect: RealPlayer configurations will override these defaults. Contact your network administrator for further assistance.

    Solution 8: Contact your ISP or network administrator for assistance.
    If you are still unable to connect, the problem may be with your computer network settings. Contact your Internet Service Provider (ISP) or network administrator for the information you need to regain connection.

    back to top
    How can I tell if high network traffic is affecting playback in RealPlayer?
    NOTE: This example is based on Real Player 10.

    Special events and high network traffic can cause playback problems. When many people are trying to access a Web page or a video at the same time, this causes high network traffic. When the player encounters high traffic, it degrades quality in an attempt to maintain continuous playback.

    You can see or hear the degraded quality in the playback. You can also see indications of this in the Status Display, the green bar across the top of the RealPlayer:

    The timestamp (on the right side of the Status Display bar) normally displays the amount of time you have been connected to the Internet via the RealPlayer. The Play Icon (a triangle on the left side of the Status Display bar) shows the current quality of the Internet connection, called Net Health.

    Net Health is indicated by the color of the Play Icon:

    back to top
    How can I spot a high-traffic problem?

    The RealPlayer is handling Internet traffic well when the Play Icon is green, content is playing, and the timestamp is counting up normally.

    Here are some high-traffic signs to watch for, in increasing severity: These problems with your video playback signal a high-traffic issue. Unfortunately, high network traffic is beyond your control, and you may just need to try again later.

    back to top
    Could it be a problem with my RealPlayer?
    You can always double-check that your RealPlayer is functioning properly. To rule out a problem with your RealPlayer, try playing sample files:
    1. Open http://service.real.com/test in your Web browser.
    2. Click the links that match your connection speed. Dial-up modem users should choose the 28K or 56K links.
    If the sample files play, then RealPlayer is functioning correctly. The problem may be with the specific file you were trying to play.
    back to top

    When trying to view a video the link is opened in browser window returning an error page.
    This is caused by having no media player assigned to open RTSP links.
    For RealPlayer:
    Open RealPlayer and from tools on the top menu, choose preferences.
    From the left menu under Content, choose Media Types.
    Click the Advanced button.
    Scroll all the way down to Other Media, and check Real Time Streaming Protocal.

    You can visit oursupport form for Web-based customer service.


    -->
  • What do I need to view RLMtv.com video?
  • How can I resolve problems accessing RLMtv.com video?
  • How can I resolve problems with playback in RLMtv.com video?
  • Are cookies required to view RLMtv.com video?
  • Why do I receive "cannot connect" error messages with Windows Media Player?
  • When I try and play RLMtv.com video content I have a "plugin error" in my web browser
  • How can I tell if high network traffic is affecting playback in Windows Media Player?
  • How can I spot a high-traffic problem?
  • Could it be a problem with my Windows Media Player?
  • How do I contact support?