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Unblocking RealPlayer inside your computer firewall (Service Unavailable, Offline, or Action Cancelled errors)
Question
When I try to sign in to RealPlayer or watch a clip, I get a "Service Unavailable," "offline," or "Action cancelled" error. What now?
Answer
You may need to unblock RealPlayer inside of your computer's firewall if:
- You get a 'Service Unavailable' or 'you are working offline, click here to refresh' error while trying to sign into RealPlayer, or an 'Action cancelled' message when you try to play a clip (or view a live video feed such as Big Brother 7)
- RealPlayer 10.5 is having problems retrieving CD information
Norton, McAfee, ZoneAlarm, Freedom, BlackIce, and Microsoft ISA server are some of the most common brands of firewall software. Instructions for these follow:
Norton Firewall:
1. Close RealPlayer.
2. Double-click the Norton Firewall icon in the Windows task bar.
3. Click the Configure button on the right side.
4. Click the Program Control tab at the top.
5. Locate RealPlayer or RealOne Player.
6. Highlight and click Remove.
7. Close Norton Personal Firewall.
8. Open RealPlayer and you will get a prompt to grant access to the Internet.
9. Choose Permit and check Always use this action.
10. Restart the computer.
If you are still receiving a "Service Unavailable" error, contact Norton at
http://www.symantec.com/techsupp/ to find out how to configure it correctly.
McAfee Personal Firewall:
There are two possible methods for McAfee Personal Firewall. You need only choose one:
First method:
1. Double-click the firewall icon in the Windows task bar.
2. From the left side, click on Internet Applications.
3. Click New Allowed Application.
4. Locate RealPlay.exe (C:\Program Files\real\realplayer\).
5. Click RealPlay.exe, then click Open.
6. Close the McAfee Personal Firewall.
7. Restart the computer.
Second method:
1. Double-click the firewall icon in the system tray.
2. Click Internet Applications from the left side.
3. Locate and remove RealPlayer from the list. Close McAfee Personal Firewall.
4. The next time you run RealPlayer, you will be prompted by McAfee to allow or deny access to the Internet. Choose Allow.
McAfee Security Center:
1. Close RealPlayer and any other programs that you have open.
2. Double-click the Security Center icon in the Windows task bar.
3. Click Personal Firewall on the left side.
4. Click View the Internet Applications List.
5. Click New Allowed Application.
6. Locate RealPlay.exe (C:\Program Files\real\realplayer\).
7. Click RealPlay.exe, then click Open.
8. Close the McAfee Personal Firewall.
9. Close McAfee Security Center.
10. Right-click the McAfee icon next to the clock and click on disable Personal privacy services.
If you are still receiving a "Service Unavailable" error, contact McAfee at
http://us.mcafee.com/root/support.asp to find out how to configure it correctly.
ZoneAlarm:
1. Open ZoneAlarm.
2. Click Program Control.
3. Click on Programs.
4. Scroll down the list to RealPlayer.
5. Next to RealPlayer in the Access column, both Trusted and Internet must have checkmarks in them. If you have a ? or an X in Trusted or Internet, then click the ? or X and choose Allow. This will change the ? or X into a checkmark.
6. You should now be able to sign into RealPlayer.
If you are still receiving a "Service Unavailable" error, contact Zone Labs at
http://www.zonelabs.com/store/content/support/support.jsp to find out how to configure it correctly.
Freedom:
1. Close RealPlayer.
2. Double-click the system tray icon in the Windows task bar.
3. Click Firewall.
4. Click Internet Access Rules.
5. Locate RealPlayer or realplayer.exe.
6. Click the RealPlayer icon and set to Allow.
If you are still receiving a "Service Unavailable" error, contact Freedom at
http://www.freedom.net/support/ to find out how to configure it correctly.
For BlackIce, check their support site at
https://iss.custhelp.com/cgi-bin/iss.cfg/php/enduser/std_alp.php.
For Microsoft ISA server, please review either of these:
- The Microsoft Internet Security & Acceleration Server (ISA) 2000 page:
http://www.microsoft.com/resources/documentation/isa/2000/enterprise/proddocs/en-us/isadocs/cmt_streamfilter.mspx- Microsoft KB article 288734, RealPlayer Cannot Connect to the Internet Through ISA Server:
http://support.microsoft.com/default.aspx?scid=kb;en-us;288734 
