Library

Frequently Asked Questions for accessing Audio and Video files

Some Audio and Video files use streaming technology and require RealOne Networks media player to be installed on your PC.

If you continue to have problems using this service, please contact David on 03 9479 2989/2936 Monday to Friday between 9am and 5pm.

The RealOne Player is asking me to enter my Library PIN (as well as Internet Explorer)

You need to turn off the RealOne Media Browser. Follow these instructions:

• Open the RealOne Player
• Select Preferences from the Tools menu
• Select the General category
• In the RealOne Player Options section, select Player Only (No Media Browser) from the drop-down menu
• Click OK
• Close down the RealOne Player and try the file again

I have the RealOne Player Version 10 loaded on my machine. Will this work?

Yes. The latest version of the RealOne Player (Version 10) has been tested with the files, and works fine. The Library is now recommending this (RealOne Player Version 10), as the player of choice.

RealOne Player keeps giving me a "General Error" each time I try to play a file.

Have you recently installed some firewall software on your machine? If so, you may be blocking the RealOne player's attempts to access the network. Some firewall programs (eg: Zone Alarm) block access to the RealOne player by default. You MUST enable network/Internet access to the RealOne player in your firewall configuration. To do this you need to consult the documentation for your firewall software.

I keep getting a message "Windows cannot find raplayer.exe..." when I try to play a file.

You have not downloaded the RealOne Player. Go to the Library Recommended Computer Requirements page to download the software.
If you have already downloaded the player, you may not have installed it. When you download the player, you must then install the player onto your system. Installation is as simple as double clicking the downloaded file and following the prompts.

I am using Windows Media Player Version 9 and keep getting an error when I try to view a video.

It has been discovered that installing the Windows Media Player (WMP) plugin will NOT work on a new version of Windows Media Player Version 9. If you already have the Windows Media Player Plugin and upgrade the Windows Media Player to Version 9, you shouldn't have a problem. This particular problem will only occur if a new version of the Windows Media Player is installed.
To fix the problem, simply install the MPEG-1 Video Player from the Recommended Computer Requirements, and set it to be the Default Player.

I have been accessing the Audio and Video files all year - now I cannot access them.

Your Internet browser's cookies may need to be deleted. Instructions on how to do this are available.
The problem may also be virus related. Get the latest virus definition files from your anti-virus vendor website.

When my RealOne Player opens it just says "Connecting". The file may start, but only after a long period of time.

Clear out the Cache in the RealOne Player (as opposed to your browser). Follow these instructions:

• Open the player
• Select Preferences from the Tools or View menu
• Select the Content category or the Performance tab
• In the Clip Cache section, click the Settings button
• Make sure Enable caching is ticked
• If required, increase the Clip cache size to 8 MB
• Click the Empty clip cache button
• Close down the player and try the file again.

The Real/RealOne player keeps wanting to upgrade to the latest version.

The Real/RealOne Player auto-upgrade facility can be turned off:

• Open the player
• Select Preferences from the Tools or View menu
• Select the Upgrade tab
• Turn off Automatic notification.

The Audio and Video files cut in and out and I see lots of 'buffering' messages.

Network congestion (ie: a busy network) will produce the 'buffering' messages in the RealOne Player. The RealOne Player expects a steady stream of data, to be able to play the file properly. If this stream is interrupted by other applications (ie: web browsing / word processing), you will see many 'buffering' messages. Although you cannot do anything about congestion over the network, you can minimise the amount of network traffic you are creating by closing down any applications you do not need.

I am receiving "cannot connect to server" error messages when I click on a file.

There are a variety a reasons why you may get this error. Most are due to RealOne Player configuration parameters. Go to the RealNetworks support site for possible solutions.

Another possibility is that one of the Library servers is currently not in service. The Library makes every effort to ensure that the service is available at all times. For technical reasons (network/server problems or upgrades), there will be certain periods when the sevice may be unavailable for a period of time. These problems are attended to as a matter of priority, and every attempt to make any downtime as short as possible will be made. If the service will be unavailable for an extended period, notices will be placed on appropriate web pages.

The RealOne Player is not opening when I click on a file.

Your RealOne Player basic software may not be configured to work with your web browser (It SHOULD configure itself by default). An extensive source of instructions is available at the RealNetworks support site.

Is there a RealOne Player for Macintosh/Linux/Unix OS?

Yes, there are RealOne Players for many different OS. Downloads are available from the RealNetworks download site.

Can I download the Audio and Video files?

No this is not possible as the Audio and Video files are 'streamed' and therefore not available as an actual mpeg type file.