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version 18 premium???

i have been a real plus member for quite a few years now for the premium features on the realplayer software.
i recently updated from version 16 to version 18.
i now cannot sign in. realplayer says i'm not connected or signed into real times and that i need to restart my computer.
i both restarted the computer and signed in to the real times website and get the same message when trying to sign into real player.
i tried signing up to pay for plus again thinking that upgrading to version 18 would require me to purchase plus again, and got this message from the realplayer website--

 "We believe you are already a member of the following service, so we removed it from your order:
-RealPlayer Plus-
If you believe we are in error on this matter, please visit customer service.
If you simply wish to download the RealPlayer software again, please go [click on] 'here'."

i was thinking, if i already have the software, why should i have to download it again???
and if i'm already a member, then why can't i sign in??? i then read somewhere else on the site that i can go back to having version 16 to be able to use the premium features. does that mean i can never upgrade to version 18?
so i guess my question is - how can i have version 18 and have the premium features and be a plus member?

Angel Weintraub

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We see that you have an active RealPlayer Plus v.18. To resolve your issue, please "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 the issue persists, please let us know.

Real CS 0 票
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i over-installed as you advised and i was able to sign in. but the next time i had to restart my computer (not for this issue) i was signed out again and i tried to sign in again and got the same message -

"currently not connected to realtimes. to reset your connection please restart your computer"

i shouldn't have to keep restarting my computer or or over-installing the software. that doesn't fix the problem. it's only temporary. the issue still comes back. the problem is a glitch that is preventing me from signing in. please help me further with this issue. thanks.

Angel Weintraub 0 票
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We are sorry that the issue persists after you reinstall. We sent you an email. We'll take it from there.

Real CS 0 票
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