Library import with errors

Rolf Schweig

• 2018年07月21日 07:11

Hello!

realPlayer (Version: 18.1.12.206 – no update available)

Menu / File / Add files to library

(I will describe the problem in English because I did not get a German answer so far.)

This way most of the songs can be imported error free to the library. In several cases it happens, that clip name, interpret, album and year were not copied. Then I can see e.g. title 02, unknown, no title, 1970 in the library. The correct information is shown in a TAG-changing-software and with Windows Explorer (Windows 10) in the correct column/field. Why are the correct information not used during the import?

Kind Regards

Rolf

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  RN Support

  • 2018年07月23日 20:52

  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

  • 2018年07月24日 09:47

  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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  RN Support

  • 2018年07月25日 21:47

  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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  RN Support

  • 2018年07月31日 21:37

  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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  RN Support

  • 2018年08月01日 23:21

  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

  • 2018年08月03日 12:55

  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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  RN Support

  • 2018年08月03日 22:16

  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

  • 2018年08月04日 07:43

  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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  RN Support

  • 2018年08月06日 23:06

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

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