Unable to open RealPlayer after abnormal shutdown.

Tim Salness

• February 01, 2018 23:08

Hi. I have not had any real problems until now with RealPlayer. I am using the Premium service after paying for the onetime fee. Somehow, my mouse control and keyboard stopped working while RealPlayer was open. Since I could not shut down the program normally, the only way I could reboot the computer was to unplug it to shut it down. After I restarted my computer (Dell Desktop Inspiron), when I clicked on the RealPlayer icon, it pulled up an error message template, but would not allow me into the program. Do I have to reload the program? If so, how, since I already paid for the service, I do not want to pay for it again.

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• Official comment

  

  RN Support

  • February 02, 2018 23:22

  The issue you are describing is because the library database is corrupted due to the incorrect shutting down of your PC. To resolve this issue, simply reinstall RealPlayer. (You don't have to pay again). After you install RealPlayer, you will need to sign in to unlock your paid features.

  To reinstall: https://customer.real.com/hc/en-us/articles/204040013-Uninstall-and-reinstall-RealPlayer-on-Windows

  To sign in: https://customer.real.com/hc/en-us/articles/204040653-Signing-in-to-RealPlayer
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  Tim Salness

  • February 01, 2018 23:35

  Update to this situation: I am able to see the library and seem to be "in" the program, then the box with an error message appears stating: RealPlay has stopped working."  Then it has a box that asks for details. I don't know if the program will be repaired from the RealPlayer side or if I need to do anything. 

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