Our RealPlayer is designed to automatically keep your playlists intact when you are upgrading from an older version of RealPlayer to the newer version of RealPlayer. Upgrading to a newer version from RealPlayer's Preferences "Check for updates" will retain your Playlists.
We are not sure how you upgraded to RealPlayer v.18 from v.17. If you did, the way we mention, your playlists should stay intact. That being said, if you have changed PCs or moved your files from the original location when the playlists were created, the playlists need to be recreated.
When a playlist is created, it basically adds the path of the video or the audio file. Therefore, if you moved the actual location of the file, the playlist is broken. This is how Playlists work.
Again, if you are using RP17 and doing the "Check for updates" from Preferences to upgrade to RP2020, your plalists will stay intact as long as you have not changed PCs, hard disk or moved files around.
Lastly, we don't offer phone support anymore. We offer support via forums and offer email support for any billing issues.
Please let us know if you have additional questions.