Uploaded videos do not play on my TV

Madeleine Nist

• October 20, 2018 19:56

I upload videos to ReallTimes using RealPlayer and 99.87% of the time I get a message saying "Your video is being prepared for playback. Try again shortly." Doesn't matter how often I "try again" because that's the only message I get anymore. This never used to happen, but now I'm about to close my account because what's the point of having it, if I can't watch videos on my big screen? 

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  RN Support

  • October 22, 2018 21:56

  We are aware of this issue and our product team is working on resolving it. Once it is fixed, you should be able to play your Cloud videos. We don't have an ETA at this moment but will be fixed soon.

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  Madeleine Nist

  • October 22, 2018 22:08

  You know that your product isn't working and can't promise when it might be fixed. Maybe I should close my account and check back in a couple months? or how about a credit to my account

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  RN Support

  • October 22, 2018 22:22

  Instead of cancelling your account, I will process a refund for your last month's charge. Cancelling your account means, you will need to make a backup of your files stored in the Cloud. To avoid this, I am refunding you the last month's charge. Your next billing is on 11/2/2018. If the issue is not resolved by then, I will be happy to refund your next month's charge as well.

  Depending on your financial institution, please allow a few days for the refund of $4.99 to post. This will appear on your next credit card statement issued following this processing period.

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  Madeleine Nist

  • October 22, 2018 22:32

  Thank you for your fast response. I feel a lot better about staying with RealNetworks because you listened and quickly worked to find a solution for me. Thanks again!

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