Unable to download my videos, or play videos, on my realplayer cloud?

T C

• September 25, 2017 22:03

I have downloaded probably a hundred videos over the years and had them all on my realplayer, until recently when, after installing the latest update, all of the videos on my cloud disappeared. I now have to login to my real.com account to see them, but I cannot download them or play them. When I click "play from beginning" it gives me a blank page, and when I try and download the video, it doesn't go anywhere... as if I hadn't clicked on anything in the first place. Does anyone know what's going on or why the latest download basically deleted all my videos? Last, but not least, how do I get them to download to my computer so I can save them elsewhere? 

 

Thanks!

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• Official comment

  

  Maria

  • September 27, 2017 16:10

  Hello,

  Due to changes in our plans, the Cloud storage space was discontinued for all Free users.

  We sent a series of three emails to all free customers who would be impacted by this policy change, to give them 30 days notice so they could download important content, or take advantage of a special discount on an annual subscription that provides more storage space. I'm sorry if you did not see these emails. After discontinuing the Cloud storage space, the missing content cannot be retrieved. 

  We are sorry for any inconvenience caused.
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  Brendan Kane

  • October 08, 2017 03:58

  I pay for the unlimited plan and the videos disappeared and won't play on real times, I am also being told I'm 100% full, how can be full if I have an unlimited plan?

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  Evan Cembalisty

  • October 11, 2017 01:25

  Yea, I was told they emailed me (Unlimited Plan) but never received a single email from them. Same issue here on stuff gone

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  Patricia Murphy

  • June 17, 2020 00:29

  I have a paid plan for unlimited storage.  I cannot log into my Real.com account and cannot access my videos.  When I go to the Real.com or Real Times home page all I see is an advertisement for downloading the App.  I don't want to get the app I want to sign in but the page has no place where you sign in with a user name and password.  This issue has been going on the past couple of weeks.  Why can't I sign into my account and access the videos stored in the Real.com Cloud?  Please contact me with the solution to this issue.  Thank you.

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  RN Support

  • June 17, 2020 22:11

  Patricia,

  You will need to click https://realtimes.real.com/account#login and sign into your Cloud account to access your files stored in the Cloud.

  We sent you an email as well. Please respond to that if you have further issues.

  Closing this old post.

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