In order to troubleshoot this issue effectively, I will need you to provide the following information:
• What are you trying to import?
• Do you receive an error message? What does it say?
• Is this happening to all videos or just with a particular one?
• What version of RealTimes or RealPlayer is installed? (See https://customer.real.com/hc/en-us/articles/204039513)
• What is the operating system of your computer (Windows XP, Vista, 7, 8, 8.1, 10)?
The more specific you are, the better I will be able to assist you.