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Library import with errors

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9 commenti

  • Real CS

    We have tested this in-house and we are able to receive during import all the information tagged with the specific audio file. 

    Are these songs with any special characters?

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  • Rolf Schweig

    There is nothing unusual visible. The problem occurs with several complete CDs after converting the songs in MP3-format. I could send you a hardcopy so you can see yourself what I see, if you give me an e-mail-address.

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  • Real CS

    To send us a file up to 1 GB in size, please follow these instructions:

    1. Go to https://tobor2.prognet.com/cgi-bin/incoming.cgi
    2. You will see instructions for attaching the file. Choose the file you want to send us.
    3. In the "to" section, enter "gsharma".
    4. In the box below, enter your email address and/or ticket number, along with a brief note about the issue (just a sentence is fine).
    5. Click Send.

    We will review the file(s). If for some reason we have difficulty receiving the file, we will let you know.

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  • Real CS

    We received your attachment but that was a screenshot in a PDF format. Sending us a sample file will help us investigate the issue. Therefore, requesting you to send us a sample file that you have the issue when uploading to the library.

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  • Real CS

    Thank you for sending us the sample file. It imported correctly for us. Please look at the screenshot below.

    To resolve your issue, please reinstall RealPlayer. Here are instructions to reinstall:

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

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  • Rolf Schweig

    Thanks. I will not reinstall the software, because I would lose my existing and long playlist. It would be very helpful if the playlist could be saved in a separate file, which could be used to import the playlist after a new software installation. Otherwise it would create a lot work to fill a new playlist.

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  • Real CS

    You can make a backup of your library database that contains your playlists. You can find the database file in the following location:

    C:\Users\<Your PC Name>\AppData\Local\Real\RealPlayer. 

    Please copy library.db to your desktop. This is the backup of your playlists. Please make sure you close RealPlayer when doing this.

    Once you have taken a backup, "over-install" RealPlayer. Over-install simply means installing RealPlayer over the existing RealPlayer. When you go through the installation process, you will be prompted that RealPlayer is already installed, simply proceed with the installation when prompted.

    If you are not comfortable doing this, please let us know.

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  • Rolf Schweig

    Thanks for your advice. I could follow and do all the steps, but finally without success.

    The example-album was deleted in my playlist. I imported that album once again, but the mentioned fields were missing again. To make it visible I send a pdf-file with hardcopies.

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  • Real CS

    We've sent you an email. We'll take it from there.

    0

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