Subj: Re: [Incident: 050704-000872] Date: 7/6/2005 7:24:45 AM Pacific Daylight Time From: Chitaroar To: rnmusic@mailca.custhelp.com There is no further need for assistant on installing the player. After I send back the respone to you yesterday, I tried it about 20 minutes later, and it works. This time it did not just hang at the 81-82%. I now have it install on my comp. I would appreciate a response though, or any help, on the other issue of all my files turning into a single real player music file while burning. Just out of curiousity, after I had reformat, I download every program and played with them in the same manner, did everything I did before and tried burning a disc in same manner and my files are still intact. It's just weird! Subj: [Incident: 050704-000872] Date: 7/6/2005 12:38:23 AM Pacific Daylight Time From: rnmusic@mailca.custhelp.com To: chitaroar@aol.com Sent from the Internet (Details) Subject I had a problem where I was bombarderwith Trojns and other Viruses. I also ha... Discussion Thread Response (S-vardharajan) 07/06/2005 12:38 AM Dear Karlene , I apologize that I have been unable to resolve this issue. Your case is being escalated to our Level 2 e-mail team. You will receive a response as soon as possible. Thank you for your patience. Regards, Rajan. Customer (Karlene Scott) 07/05/2005 01:57 PM I have downloaded the players already. I have uninstall it. I have tried to reinstall and it get stuck at 81-82 %. It does not go anywhere. So my question was, why does it keep getting stuck and will not install. I have plainly stated the problems I have experience in my email, which is below. Redownload did not help because it is still get stuck and won't move. Also, I see that my question regarding the dvd burning session was not answered. Since all other files types (zips, doc, text, images, etc) were deleted & it is now just 1 single Real Player file...what happen to cause this. The other dvd are fine and I didn't do anything else different with them. Please reread my email and see if you can help. Thank you. In a message dated 7/5/2005 6:12:42 AM Pacific Daylight Time, rnmusic@mailca.custhelp.com writes: > Subj: [Incident: 050704-000872] > Date: 7/5/2005 6:12:42 AM Pacific Daylight Time > From: rnmusic@mailca.custhelp.com > To: chitaroar@aol.com > Sent from the Internet > > > > > Subject > I had a problem where I was bombarderwith Trojns and other Viruses. I also > ha... > > Discussion Thread > Response (S-avalsan) 07/05/2005 06:12 AM > Dear Karlene, > > Thank you for contacting RealNetworks Customer Support. > > I understand that you are not able to install RealPlayer. > > To download the RealPlayer 10.5 software, please click on the link below: > > http://service.real.com/realplayer/downloads/ > > If you are prompted to select a 'Premium' or 'Basic' install option during > the installation process, please select the 'Basic' option. > > To access the Plus features for the RealPlayer, please ensure that you are > signed in to the player.To sign into the RealPlayer, please open up the player > and click on 'Help' (located in the upper right corner of the player). > Select the 'Sign In' option, and sign in with your email address and password. > After you are signed in, you should see a RealPlayer Plus icon located in the > upper left corner of the page. > > Please reply if you need further assistance regarding this issue. > > Regards, > > Agi Frank > RealNetworks Customer Support > Customer (Karlene Scott) 07/04/2005 10:14 AM > I had a problem where I was bombarderwith Trojns and other Viruses. I also > had a dvd disc contaning text, images, zips, and word documents. I was > adding/deleting data to it and burning with Nero and the disc is now just 1 real > player file. Everything else disappear. I did the same with other disc and did > not have this problem. I thought it was weird or some other program that was > causing this. > I have not receive a reply fom Nero regarding this. Since it is a Real > Player file maybe you can tell me what causes this. I will provide more info, if > you need it. I have reformat my comp and is now tryng to install Real Player. > Early in the wee morning after Real Player (I updated it from the original > Real Player that came with Windows), was installing the files, it stuck at 82%. > I then redownload and install again and this time at 81%. Please help. I > have uninstall clean, but I still see files when I do a search for Real Player. > Should I delete all these other files in the Temp folder, etc. > Also I get two different file name when I click ohe download link for the > free player. I download both. They are RealPlayer 10.5GOLD.exe &Real Player > 10.5GOLD_bb, etc. which one should I install and what's the difference. Thank > you. > Auto-Response 07/04/2005 10:14 AM > > How do I uninstall and reinstall RealPlayer or its components? > This document applies to: > > - RealPlayer 10 and 10.5 > > Note for previous RealJukebox users only: To ensure that you can play your > RealJukebox secure format (.rmx) files again, you will want to back up your > RealJukebox security key before uninstalling RealPlayer. If you are unable to > back up the security key, it will be lost and you will have to re-record the > songs from your CDs. > > UNINSTALLING REALPLAYER > > To run the RealPlayer uninstall program: > > 1. Click the Windows Start button, point to Programs >Real >RealPlayer > > Uninstall RealPlayer. > 2. The Uninstallation of RealPlayer dialog appears, showing check box > choices of components that are available for uninstall: > > > > 3. Select the components you wish to uninstall and click OK. > Note: Do not delete My Library unless it is corrupt or causing trouble. My > Library keeps track of all your music files and playlists. Deleting it will > not delete your music files, but you will have to recreate all your playlists > again. > ==================== text File Attachment ==================== Attachment 1.txt, 5539 bytes, added to incident Response (S-avalsan) 07/05/2005 06:12 AM Dear Karlene, Thank you for contacting RealNetworks Customer Support. I understand that you are not able to install RealPlayer. To download the RealPlayer 10.5 software, please click on the link below: http://service.real.com/realplayer/downloads/ If you are prompted to select a 'Premium' or 'Basic' install option during the installation process, please select the 'Basic' option. To access the Plus features for the RealPlayer, please ensure that you are signed in to the player.To sign into the RealPlayer, please open up the player and click on 'Help' (located in the upper right corner of the player). Select the 'Sign In' option, and sign in with your email address and password. After you are signed in, you should see a RealPlayer Plus icon located in the upper left corner of the page. Please reply if you need further assistance regarding this issue. Regards, Agi Frank RealNetworks Customer Support Customer (Karlene Scott) 07/04/2005 10:14 AM I had a problem where I was bombarderwith Trojns and other Viruses. I also had a dvd disc contaning text, images, zips, and word documents. I was adding/deleting data to it and burning with Nero and the disc is now just 1 real player file. Everything else disappear. I did the same with other disc and did not have this problem. I thought it was weird or some other program that was causing this. I have not receive a reply fom Nero regarding this. Since it is a Real Player file maybe you can tell me what causes this. I will provide more info, if you need it. I have reformat my comp and is now tryng to install Real Player. Early in the wee morning after Real Player (I updated it from the original Real Player that came with Windows), was installing the files, it stuck at 82%. I then redownload and install again and this time at 81%. Please help. I have uninstall clean, but I still see files when I do a search for Real Player. Should I delete all these other files in the Temp folder, etc. Also I get two different file name when I click ohe download link for the free player. I download both. They are RealPlayer 10.5GOLD.exe & Real Player 10.5GOLD_bb, etc. which one should I install and what's the difference. Thank you. Auto-Response 07/04/2005 10:14 AM How do I uninstall and reinstall RealPlayer or its components? This document applies to: - RealPlayer 10 and 10.5 Note for previous RealJukebox users only: To ensure that you can play your RealJukebox secure format (.rmx) files again, you will want to back up your RealJukebox security key before uninstalling RealPlayer. If you are unable to back up the security key, it will be lost and you will have to re-record the songs from your CDs. UNINSTALLING REALPLAYER To run the RealPlayer uninstall program: 1. Click the Windows Start button, point to Programs > Real > RealPlayer > Uninstall RealPlayer. 2. The Uninstallation of RealPlayer dialog appears, showing check box choices of components that are available for uninstall: 3. Select the components you wish to uninstall and click OK. Note: Do not delete My Library unless it is corrupt or causing trouble. My Library keeps track of all your music files and playlists. Deleting it will not delete your music files, but you will have to recreate all your playlists again. 4. When prompted, click Yes on the Uninstallation of RealPlayer dialog box to uninstall the selected items. 5. Click OK when the uninstallation is complete. REINSTALLING REALPLAYER To redownload and reinstall your RealPlayer, go to the Downloads page. STILL HAVING TROUBLE? If you are still experiencing problems after performing these steps, you can perform a clean install of RealPlayer, which means uninstalling the player AND its folders, then reinstalling it.