Bug report
The following transcript was received by me on March, the 23rd, acknowledging that the problem was finaly solved. It took only 20 days, that is I paid for mostly nothing only 15 dollars.
Chat Transcript 03/03/2007 09:59 AM
Hello. Welcome to Real’s Live Chat. How can I help you?
Lucian: hello
Lucian: i am a subscriber of the europe superpass
Ralph: Hi, Lucian.
Lucian: i acces my PAID content on the european portal
Lucian: that is http://europe.real.com/guide-superpass/
Lucian: this is a dark blue background web page
Lucian: and it has links on the right side for the PAID channles
Lucian: and because I am signed in, I can clickk and access CNN or AlJazeera.. I click and they play
Lucian: but if i click Euronews a get “a general error has occured /video/”
Lucian: the link is http://europe.real.com/guide-superpass/cntxtp/euronews/channel_eu.smil?src=ZG.eu.idx,ZG.eu.rm.rm.hd.def,ZG.eu.rp10_p_f.rp10_p_f.hd.def , it exists, it is valid xml
Lucian: but it refuses to play it
Lucian: if i click on bbc world, again i am unable to view WHAT I PAY FOR
Ralph: I understand that you get an error when you try to access the streaming video. Am I correct?
Lucian: it sends me to http://europe.real.com/guide-superpass/cntxtp/bbc_world/channel_eu.smil which is a valid file, with valid xml, it even opens
Lucian: no
Lucian: when i try to access some links on your website
Lucian: I get an error when I try to access Euronews or bbc, but it has nothing to do with streaming video
Lucian: i am able to view other streams ,including the other ones included in superpassd
Lucian: could you please try this link http://europe.real.com/guide-superpass/cntxtp/euronews/channel_eu.smil and tell me that I am not mad?
Ralph: Please bear me a couple of minutes.
Lucian: back to the bbc problem, i click on the right hand menu link, i get a new menu “broadband” or “normal”.. and both don’t work
Ralph: Thanks for your time.
Lucian: they give me the links http://www.bbcworld.com/content/smil_files/normal.smil and http://www.bbcworld.com/content/smil_files/broadband.smil and these links have been deleted by the BBC
Ralph: If BBC have deleted these links then I’m unable to provide you any details regarding this issue.
Lucian: so i am paying you, realnetworks, but it is bbc’s fault now
Ralph: We are the support for that, But BBC is only managing their broad cast an all.
Lucian: it is the fault of the realnetworks that i get a broken link
Ralph: I’m regret to inform you that I’m unable to provide any details regarding deleted websites by BBC.
Lucian: YOUR WEBPAGE IS BROKEN, it hasnothing to do with the bbc
Lucian: it is not a webpage, it is a SMIL file
Ralph: Because BBC is managing their Broadcast.
Lucian: and it is not deleted it has been moved, but you, realnetworks, didn’t care about that
Lucian: but you are able to charge e although you can’t fix a broken link
Ralph: Yes, But if their no access provided by BBC then you are not able to access it.
Lucian: ok, you don’t care about my problem with the bbc, solve my euronews problem
Ralph: I apologize for the inconvenience caused.
Ralph: To fix the issue with Euro news, I recommend you to perform the steps provided in this link.
Ralph: I’m going to send you a URL to a page that I’d like to talk with you about. It will pop on your screen, unless you have a pop up blocker. If you have a pop-up blocker, copy and paste the link into your web browser’s address bar. (Caution: Don’t disable pop-up blockers during this session - - it will disconnect our session).
Ralph: http://real.custhelp.com/cgi-bin/real.cfg/php/enduser/std_adp.php?p_faqid=3090
Ralph: Did you received the link ?
Lucian: ok, so the relanetworks is able to provide me with BBC world or Euronews link, but they are able to cng that they offer this service?
Lucian: i received that earlier from a previous chgat
Lucian: chat
Lucian: it is useless
Lucian: i already uninstalled and reinstalled a few times
Ralph: Lucian, we are just the support for the BBC news broadcast.
Ralph: But, the broadcast of the website is managed by BBC alone.
Ralph: Please bear me a couple of minutes.
Lucian: great, so the superpass is a service provided by Microsoft, or Google, or anybody else, except RealNetworks? still, why do i see a relalnetworks on the monthly bank statement?
Ralph: Please hold for one moment, while I transfer this chat to someone better able to assist you.
Lucian: great
Lucian: is anybody out there?
Ralph: Please bear me a couple of minutes.
Lucian: ok, i am trying to keep the connection alive
Lucian: if i don’t type anything, i will be disconnetced, i know that
***** Transferred To Seth W. - T2 CS
Lucian: hello
Seth W. - T2 CS: Hello, thank you for contacting Real Networks. My name is Seth and I’ll be assisting you.
Lucian: i am not sure whether you can see what i typed earlier
Seth W. - T2 CS: I understand that you are not able to access the BBC news page is that correct?
Lucian: not really
Lucian: being a superpass subscriber, i have acces to a few paid streams
Lucian: everything is ok on my side, i have access toi cnn or aljazeera
Seth W. - T2 CS: Correct. I’m just looking over your conversation with the previous agent.
Seth W. - T2 CS: So you won’t have to tell me the whole thing over again 
Lucian: but if i go to euronews i get a “general error”, and the same stands true if i copy that link and paste it in RP
Seth W. - T2 CS: Ok. I understand.
Seth W. - T2 CS: Let’s walk though it and I’ll do the same thing you do. What page you are accessing first?
Lucian: I downloaded that SMIL file, looked in it, .. and there is a valid link for the euronews menu (another SMIL).. the link is valid, it works, but it is not picked up by the RP< which preffers too throw meaningless erors
Lucian: as a subscriber i go, in a browser or in RP by using “hom”, to http://europe.real.com/guide-superpass/
Lucian: there I have a menu on the right side, with lnk to various streams
Lucian: cnn works, bbc news and euronews - no
Seth W. - T2 CS: Ok. I’m signing in now.
Lucian: i was able to work around these issues, so i can tell you that streaming is still up.
Lucian: as i was telling you, there is a SMIL file for Euronews, whioch seems to include a link futher to the stream, but RP is not reading it
Seth W. - T2 CS: which link are you clicking on that is not working.
Lucian: and I was also able to g on the BBC site, sign in, bbcnews.com
Lucian: bbcworld.com, sorry
Seth W. - T2 CS: Are you getting an “Invalid protocol” error?
Lucian: no
Lucian: for euronews is “general error”
Lucian: and for bbcworld is 404 file not found
Lucian: because the european portal managed by real network i slinking to some files which have been moved or deleted by the bbc..
Seth W. - T2 CS: Ok, on the left hand side, do you see the “SuperPass Menu”
Lucian: yes
Lucian: tis is what i am telling you
Lucian: this is broken
Lucian: and this is what want to work when i wake up in the morning
Lucian: in that menu, the links for euronews and bbc are not working
Seth W. - T2 CS: Ok. I do see that there are several links that need repair.
Lucian: i wonder if i am the only subscriber in the world?
Seth W. - T2 CS: The only one that has contacted us.
Seth W. - T2 CS: I will escalate this to our corporate office. It does seem that the links have not been updated yet.
Lucian: so, the euronews link is in a way working, i can right click and “Save As”, and I can look in it and see where it links.. and it seems OK to me
Lucian: do you imagine how frustrating is to save as each mornig or so?
Lucian: and the bbc SMIL is working , it redirects me correctly and then, at the redirection, it is broken
Seth W. - T2 CS: It does seem that some of the content has been moved. Yes, I understand the frustration and I’m sorry that you have had this experience. We work aggressively to prevent these types of errors and it’s with comments like yours that greatly assist us.
Seth W. - T2 CS: I will make sure to report this issue. I’m not sure exactly how long it will take for it to be repaired but it will be reported today.
Lucian: ok, ii hope that on monday at least we can see some change
Lucian: the 50 dollars an hour people are not working in tyhe weekend, i guess, and then i have to do their work
Lucian: besides partly paying them
Seth W. - T2 CS: I hope you are right.
Seth W. - T2 CS: That there is change
Lucian: i guess we can’t go any further, thanks for assistance
Seth W. - T2 CS: I apologize for the inconvenience. Is there any thing else I can assist you with today?
Lucian: no, i don’t think so
Lucian: have a nice weekend
Seth W. - T2 CS: You too. Thank you for contacting Real.
Lucian: disconnected
Seth W. - T2 CS: disconnected