To resolve this issue, please follow this article:
https://customer.real.com/hc/en-us/articles/204294908
If that doesn't help, please provide the following information:
- What happens when you try to download videos from RealCloud?
- Did you receive any error messages?
- Is this happening to all videos or just with a particular one?
- Did you try downloading via RealTimes web app (www.realtimes.real.com)?
- What web browser do you use, and which version? (See https://customer.real.com/hc/en-us/articles/207275617)
-What version of RealTimes or RealPlayer is installed? (See https://customer.real.com/hc/en-us/articles/204039513)
- What is the operating system of your computer (Windows XP, Vista, 7, 8, 8.1, 10)?
The more specific you are, the better I will be able to assist you.