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Cannot play uploaded videos

Every video I have in the cloud won't play - i just get an error message stating "Uploaded video is being prepared for playback. Please try again shortly." This has been going on for 2 weeks now.

Christian High

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How long does one have to wait for support? 

 

Christian High 0 voti
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Update: I deleted everything and uploaded 3 videos - 1 .mkv file and 2 .avi files. Neither of the .avi files will play and I get the error message, while the .mkv file seems to play just fine. It's been 24 hrs - how much longer do I have to wait? I pay for this service and while I don't expect an IMMEDIATE response, I think its unreasonable to not offer phone support and just leave me just dangling here with zero idea when you will respond. I have been a customer since 2015 and I expect a little courtesy from your end.

Christian High 0 voti
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Our engineering department has acknowledged this issue. They are working on resolving it. We will email you as soon as the issue is fixed.

Real CS 0 voti
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Thank you. Do we have any kind of rough estimate on when that will be? 

Christian High 0 voti
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We don't have an ETA at this moment but we can assure you that our engineering department is investigating this. We will send you an email as soon as the issue has been resolved.

Real CS 0 voti
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my sony cmcorder works at mp-4 now when i try to upload i get a message unspecified error

douglas kenney 0 voti
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Douglas,

It is possible that your Sony camcorder is using one of its proprietary codecs that is not compatible with RealPlayer or the Cloud. If RealPlayer can play these videos, you can use RealConverter to convert them to MP4 built within RealPlayer and then upload the converted file to the Cloud.

Since this is a very old forum post, we are closing it. Please create a new post if you still have issues.

Real CS 0 voti
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