To check this issue, provide the following information:
• Are you trying to download videos from the web link?
• Did you receive any error messages?
• Is this happening to all videos, on all sites or just with a particular one?
• What web browser do you use, and which version? (See https://customer.real.com/hc/en-us/articles/207275617)
• 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)?
• Do you have any security software installed (Norton, McAfee, AVG, etc.)?
• If possible, can you send us a screenshot? (Refer this link: https://customer.real.com/hc/en-us/articles/204039473)
The more specific you are, the better I will be able to assist you.