Faulty installation

John Haupt

• April 16, 2017 23:39

I had an older plus version that all of a sudden would not work anymore nor would it let me sign in.  I decided to take the offer to upgrade my plus version.  I downloaded it and installed it.  It said installation complete.  I clicked the button to Start Now but nothing happened.  I searched my computer and there is no real player or real times program.  Both the older version and the new installation are no longer there.  I search for the folder, but it is empty.  I thought it was a fluke so I installed it again and had the same result.  No program after it says the installation was complete.

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  Arvin

  • April 17, 2017 13:59

  To resolve this issue, follow the below article:

  https://customer.real.com/hc/en-us/articles/204040413

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  John Haupt

  • April 17, 2017 14:16

   There is no application icon to click on...it doesn't install one.

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  Arvin

  • April 17, 2017 14:37

  This happen if the RealPlayer uninstall component is corrupted. To resolve this issue, follow the below solutions:
  
  Solution 1: Deleting temporary Windows files and folders:
  
  https://customer.real.com/hc/en-us/articles/204039363
  
  Solution 2: Re-install RealPlayer by visiting http://www.real.com
  

  Solution 3: Uninstall RealPlayer by following the article:
  
  https://customer.real.com/hc/en-us/articles/204040013/#uninstall
  
  Solution 4: Run Microsoft's Fixit program:
  
  Go to http://support.microsoft.com/mats/Program_Install_and_Uninstall and run the Fixit program. This tool is often helpful in cleaning up previous installations and fixing installer issues. Remove entries related to RealPlayer and RealDownloader.
  
  Solution 5: To download and install a new copy of the application, visit http://www.real.com/, click the Download RealPlayer for Free button, and follow the prompts to install the current version.

  Let us know how it goes.

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  John Haupt

  • April 18, 2017 15:33

  Thanks.  That appeared to do the trick.

  I had to install the free version even though I have paid for the prime version.  I thought that upon signing in it would change over to the paid version, but there was no indication that that happened.

  How can I tell which version I have, and what do I need to do if I have the free version and want to use the paid version?

  Thanks again!

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  Viswanathan S

  • April 20, 2017 23:29

  You have already purchased the RealPlayer Plus. To know the latest version of RealPlayer (18.1.7.343) visit https://customer.real.com/hc/en-us/articles/204039513

  You can download the latest version of RealPlayer from the below link:
  
  http://cache-download.real.com/free/windows/installer/player/rt1/T10ENFIB/RealTimes-RealPlayer.exe
  
  After installing, you just need to sign into RealPlayer software using the same email address to activate the Premium features. To do so, follow the steps provided in the below article:
  
  https://customer.real.com/hc/en-us/articles/204040653
  
  Once you are signed in, you should see a star symbol (*) followed by your name located in the upper right corner of the player. The star symbol denotes that your Premium features have been activated.

  I hope this information helps.

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  John Haupt

  • April 21, 2017 00:05

  Thanks.  Very helpful!

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  Viswanathan S

  • April 21, 2017 00:12

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

  Thank you for letting us know.

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