Real Player works very reliably, but if you have a problem we have a detailed technical FAQ below available to help you. You can also email us with your problem and we will try to help.

Why don't you use MP3 or Windows Media or (your favorite format)?

We arrived at the choice of Real Audio through the recommendation of our streaming engineer and a conscientious process of research and testing. The vast majority of our beta testers were completely happy with the sound quality of the latest Real Audio encoder, and there is currently no other streaming format that handles the 'internet congestion' problem as well as Real Audio's "SureStream" technology. Finally, Real Audio is one of the most widely used internet audio formats and most users already have it installed, or will only need a quick automatic upgrade. It is also cross-platform.

We are very well set up to add other encoding formats if there is a clear demand from our guests. Unfortunately, the popular MP3 format presents problems for webcasters because it does not support Digital Rights Management technology (DRM). We are committed to providing the safest, clearest and most accessible means to our guests.

Will you be adding other features to the service in the future?

Yes. As soon as the core service is running flawlessly, we will add other interactive and content features to enhance the service for guests.

Here's where we try to address any questions or problems you may be having getting programs to load or play without interruption.

If you are having problems downloading, installing, launching or using RealPlayer, please contact RealNetworks online support. They are best equipped to help you with any technical questions regarding RealPlayer software, and will answer your questions better and more quickly than we can. You can also call Real at 888-768-3248, M-F 7:30AM - 7:30PM and SAT-SUN 8AM-8PM PST.

What is the encoding format?
Our encoding format is Real Audio Version 8 for stereo files, and Real Audio G2 for mono files. When you click on a program link it launches the Real Player (if it's not already running), loads a short "header" file to your hard disk temporarily (you can see it in the "Download Manager" window of your browser), then starts to load the first few seconds of the requested file. This is called "buffering" and the idea is to give the Real Player a small cushion of data to work with while you stream the rest of the program, so it can stay ahead and play the audio without interruption.

What is "SureStream" and why does Real Player sometimes show different rates in the status window?
SureStream is Real Network's name for their proprietary technology that connects the server and the player and makes sure that you are receiving the data fast enough. If it finds that your connection is not performing up to its capacity (for example) it "downshifts" to the next slower speed and the quality decreases incrementally. If network conditions improve, Real Player will attempt to run at the next higher rate again.

If you are a Broadband subscriber, the file you access actually contains three complete stereo versions of the program at three different data rates: 64K (Kilobits per second), 44K and 32K. Similarly, Dialup Modem subscribers load a file that contains three complete mono versions of the program at 32k, 20K, and 16K. As you would expect, the quality is slightly lower for each lower bit rate: less information = less information.

TIPS for getting the most our of your RealAudio Stream
The quality of the audio you hear depends on the quality of the signal going from your computer to your speakers, and the quality of your speaker system itself. If the sound you're hearing is distorted, the most likely cause is overdriving the audio signal being sent to the sound card of your computer by Real Player. The sound files we've created are distortion free and have all been carefully tested and quality controlled; if Real Player indicates normal reception of streaming data, then distortion problems are caused by improper settings of your computer. No worry, here's what to do:

Set the RealPlayer volume slider to 1/2 way (the default setting). The more you boost the volume on the RealPlayer software, the more you will overdrive the signal to the sound card -- this can cause obvious distortion. If you need more volume, turn up the speaker amplifier, not RealAudio's volume control slider. If you don't have good external speakers and amplifier connected to your computer, then try headphones.

Make sure the RealPlayer Equalizer settings are flat or OFF. If you want to add or remove bass, treble, etc., it's best to do this using your speaker amplifier, not the RealAudio software Equalizer.

Special Note for AOL Dialup users:
Streaming is "bandwidth-intensive." If you have a typical dialup connection to AOL (56K modem or less) you may not be able to receive our broadband stereo streams unless you upgrade to Broadband service from AOL. Dialup AOL users have limited bandwidth available regardless of the displayed connection speed when they log in. If you are serious about hearing good streaming audio, AOL dialup users should consider upgrading to an AOL broadband connection or switching to a different ISP until AOL provides a better class of service for modem users.

Other technical issues that can affect streaming playback:
If you have minimum RAM memory installed on your computer, you're likely to get better performance (fewer dropouts or interruptions in play) if you minimize concurrent tasks. Or, get more RAM installed in your system and increase the memory allocations for both your browser and for Real Player. See your computer documentation for instructions on how to do this for individual programs.