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: - TCP 80, 554, 4040, 7070, 8080, 443 (SSL for sign-in), 1755 (MMS Windows Media requests) - UDP 6970-32,000, 1755 (MMS Windows Media resend requests) - HTTP 80 (AU, Messaging Service, and HTTP Cloaking) 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.

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 file you were trying to play. If this is a local file, try re-downloading a fresh copy of the clip from its source. You will also receive a "General Error" message if the file you are attempting to play is on a network drive that is not connected. If the sample files do not play, the problem is most likely with the sound card and/or sound drivers on your computer or the RealPlayer installation.

RealPlayer requires that you have a sound card. If you attempt to play a clip that contains an audio track, and you have no sound card on your system, you will receive a "General Error." If your sound driver is corrupt or out-of-date, you may also receive this error. If the installed driver is more than six months old, you should update it. Driver updates are usually available as a free download from the manufacturer's Web site. These drivers are usually updated every few months. After installing the drivers, be sure to restart your computer so the configuration changes take effect. If updating your sound card drivers does not fix the problem, you may need to completely remove RealPlayer from your system. (You can reinstall it later.)

If the problem appears to be caused by damaged RealPlayer application files, removing and then reinstalling RealPlayer can resolve these problems.

Firewalls can also corrupt the stream, try disabling software firewalls or configure the firewall to work with RealPlayer.