System errors, faults, or freezes when using RealPlayer

Why do I receive system errors, Illegal Operations, General Protection Faults (GPFs), Invalid Page Faults (IPF), Application Errors, system freezes, or system restarts?

When dealing with crashes and freezes, it's important to note when the program is failing. This will help you to narrow down the cause and solution to the problem. If the application is crashing or freezing at launch, then you may want to first try reinstalling the program. If the application is crashing when you attempt to access your library, then you would first want to troubleshoot the library itself.

Please see RealPlayer gives a gemc3201.dll error and won't open if you receive the error "RealPlayer has encountered a problem and needs to close."

Other errors and freezes have a number of possible causes. They can usually be resolved by clearing the temporary files, disabling background programs, updating or reinstalling your sound card and video card drivers, or uninstalling and reinstalling RealTimes (or RealPlayer). If these solutions (instructions below) do not fix the issue, try freeing hard drive space and running ScanDisk and Disk Defragmenter. You may also try searching the Knowledge Base again, including keywords that describe the point at which the crash or freeze is occuring (for example, "crashes when playing video clips" or "freezes when opening library").

Solution 1: Empty the contents of the TEMP folder.

The Windows Temp folder is used by programs to store temporary files to complete tasks. When the tasks are completed or the program closes, the files in the TEMP folder are usually deleted. However, if the files are not deleted, you may receive errors.

Please see Deleting temporary Windows files and folders for details.

Solution 2: Close background programs.

Background programs may sometimes interfere with RealTimes. See Close programs running in the background in Windows for instructions.

Solution 3: Update or reinstall your sound card and video card drivers.

RealTimes (and RealPlayer) sends information to your sound card and video card through software known as drivers. RealTimes may crash if the sound or video driver software is out-of-date or damaged.

Contact your computer manufacturer's technical support to make sure you have the latest, most updated sound and video driver software available. If your sound or video card was purchased separately from the computer, contact that manufacturer's technical support. Your manufacturer may also have this information on their website. The manufacturer's technical support will be able to assist you in reinstalling your sound and video driver software if it has become corrupt or damaged.

Solution 4: Remove and reinstall RealPlayer.

The application may have been corrupted or damaged. Uninstall and reinstall RealPlayer to restore the software.

Solution 5: Free up hard drive space.

If your hard drive is low on free space, there may not be enough space available for the application to access virtual memory or temporary files. To check the amount of free space on your hard drive:

1. Click Start, choose Programs, and then Windows Explorer.
2. Right-click drive "C:" (or the drive you have the application installed on).
3. Click Properties from the shortcut menu.
4. Note the amount of free space and the amount of used space.

If the amount of free space is low (usually less than 10% of your total hard drive space), increase the free space by deleting or archiving unnecessary files or programs.

Solution 6: Run Scandisk and Disk Defragmenter.

The RealTimes software, like all software, is stored on the hard drive. Your hard drive can cause software errors or freezes when it is damaged or excessively fragmented. The utility programs Scandisk and Disk Defragmenter can diagnose and often fix these issues. For instructions on how to run these programs, please see Run ScanDisk and Disk Defragmenter.

Additional Information:

For details on Windows system errors, please refer to the Microsoft Technical Support Online website at

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