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Trouble Shooting

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PowerDVD displays an error message "Incompatible graphics driver. Please use default driver for playback."

Issue

When playing a Blu-ray Disc title, PowerDVD displays an error message "Incompatible graphics driver. Please use default driver for playback".

Cause

Blu-ray Disc titles require a special graphics card and drivers. This error happens when PowerDVD doesn't recognize a compatible graphics card or driver on your system.

Solution

Make sure your graphics card and its driver meet the minimum requirement. You can run CyberLink BD Advisor to check if your graphics card is capable to play Blu-ray Disc.

When playing a Blu-ray Disc titles, I can hear the sound, but the screen is totally blank.

Issue

When playing a Blu-ray Disc title, only the audio is outputted, but not the video.

Possible Causes
  1. Display and graphics card are disconnected.
  2. Display mode settings are not correct.
Solution
  1. Ensure the video cable is well connected to both the display and graphic card connectors.
  2. If you are using 2 or more displays on the same computer, you may need to change the display mode to output to main display only. To change the display mode, right-click on the desktop of your PC and then click Properties on the shortcut menu. In the Display Properties dialog box, select the Settings tab to ensure you display video on the number 1 screen. Furthermore, do not use Extended mode (extend screen space to 2 different displays) or rotate your display.

Why can't I switch the video to a projector while playing Blu-ray Disc titles?

Issue

Cannot see the video on the display and projector at the same time.

Cause

Blu-ray Disc specification only allows video output to one display device at a time.

Solution

Please switch the video to output only to either the projector or the display.

 

PowerDVD displays an error message "The playback of this content is not allowed with an digital output device. Please use a analog output device."

Issue

PowerDVD displays an error message "The playback of this content is not allowed with an analog output device. Please use a digital output device" when you are trying to play a Blu-ray Disc title.

Cause

PowerDVD detected that your system doesn't meet the requirement required to play the Blu-ray Disc title with a digital connection.

Solution
  1. Use standard VGA connection between your graphics card and display. This will output video content with analog connection and display.
  2. If you'd like to play Blu-ray Disc titles on a computer through a digital DVI or HDMI interface, the following 3 criteria need to be satisfied:
  • Graphics card is HDCP-compliant. Click here for more information.
  • Graphics card driver supports HDCP. Click here for more information.
  • Display is HDCP ready. Please contact display manufacturer for more information.

When playing the Blu-ray Disc titles, the video is not smooth, jittery or unable to sync with the sound.

Issue

The playback of Blu-ray Disc titles is not smooth for audio or video.

Cause
  1. The CPU speed or graphics card processor doesn!|t meet the recommended requirements to play Blu-ray Disc titles smoothly.
  2. You're running another program on your computer in the background.
  3. The sound card driver causes some problems for PowerDVD to sync the video well with the audio.
Solution
  1. Make sure your CPU and graphics card meet the recommended requirements. You can run the CyberLink BD Advisor to check if your CPU and graphics card are capable to play Blu-ray Disc titles.
  2. Close all other unnecessary applications. To check current CPU and system memory usage, press Ctrl+Alt+Del and click Task Manager. In the Windows Task Manager dialog, click the Processes tab. Select a process and click End Process to close a process to save resources for Blu-ray Disc playback.
  3. If it's case 3, it's not related to the high system requirements for BD playback. This will happen also for DVD playback. Please try to update your sound card driver to solve this problem.

There is no audio when playing the Blu-ray Disc titles.

Issue

Can't hear any sound during Blu-ray Disc playback.

Cause
  1. The volume is set too low or muted.
  2. The speaker line is not plugged into the right Audio Out connector.
  3. The sound card driver is too old.
  4. You may have set the output mode to digital (S/P DIF) mode.
Solution
  1. Check the Master Volume by double-clicking the speaker icon in the system tray. If the Mute check box for Master Volume or Wave is checked, please uncheck it.
  2. Make sure your speakers are powered on with appropriate volume. Check if the speakers' audio line is correctly connected to the speaker out or audio out hole. The color of the hole should be light green.
  3. Update your sound card driver. Please visit the Web site of your sound card manufacturer and download the latest driver for your sound card.
  4. Use the configuration tool come with your sound card and switch off the S/P DIF output option if you intend to output the sound via a normal speaker. Similarly, if you intend to output the sound to an amplifier, please be sure to switch the output to digital (S/P DIF) mode.

When trying to play a Blu-ray Disc title, PowerDVD displays an error message "Unsupported disc format..."

Issue

PowerDVD displays an error message "Unsupported disc format..." when you are trying to play a Blu-ray Disc.

Cause
  1. You put a Blu-ray Disc title in a HD DVD drive.
  2. The disc you inserted is not compliant with Blu-ray Disc movie standards.
Solution
  1. Blu-ray Disc drives and HD DVD drives are not compatible with each other. Make sure you insert a Blu-ray Disc in a Blu-ray Disc drive.
  2. Make sure the title is authored or produced correctly with another player. If the title cannot be recognized by other players as well, you may have the distributor replace your title with a new one.

When trying to play a Blu-ray Disc title, PowerDVD displays an error message pertaining to region code.

Issue

PowerDVD displays a region code error message when you are trying to play a Blu-ray Disc title.

Cause

The region code of the Blu-ray disc you're playing doesn!|t match the region code of your Blu-ray Disc drive.

Solution

The Blu-ray Disc movie region codes are different from regular DVDs. The following are the region codes for Blu-ray Discs.

Region Code Area
A
North America, South America, East Asia except for China
B
Europe and Africa
C
China, Russia and other countries

Please make sure the Blu-ray Disc you're playing has the same region code as your Blu-ray Disc drive. You may need to replace either the disc or the drive to match them up.

When playing Blu-ray Disc titles, my mouse can't control the selection of content on the screen.

Issue

Mouse failed to control the features that Blu-ray Disc titles provide.

Cause

Some Blu-ray Disc titles forbid using a mouse to control the selection of content.

Resolution

Please use the keyboard instead of the mouse to control the selection movements.

I cannot find the A, B, C, D buttons on the remote control to make selections on video content in Blu-ray Disc titles.

Issue

There are no A, B, C, D buttons on most of the common remote controls to make selections on video content in some Blu-ray Disc titles.

Solution

Please use the A, B, C, D keys on your keyboard instead of the remote control to make the corresponding selections.

I cannot take a snapshot (screenshot) of the video content during the playback of Blu-ray Disc titles.

Issue

Cannot find or use the Capture feature in PowerDVD to take a snapshot of the Blu-ray Disc movie content.

Cause

Blu-ray Disc prohibit the user from taking a snapshot of the movie content.

Solution

There's no way to take a snapshot of the movie content.

I cannot enable the CLPV and CLEV features in PowerDVD during the playback of Blu-ray Disc titles.

Issue

The CLPV and CLEV features in PowerDVD Configuration dialog are disabled and cannot be enabled when playing Blu-ray Disc titles.

Cause

Blu-ray Disc playback use hardware to decode the audio and video instead of pure-software decoders.

Solution

PowerDVD supports CLPV and CLEV on regular DVDs. We will provide CLPV and CLEV support on Blu-ray Disc in later versions.

I cannot hear the sound for secondary video in PiP (Picture in Picture) mode during the playback of Blu-ray Disc titles.

Issue

There!|s no sound for the secondary video during the playback of Blu-ray Disc titles.

Cause

If you output the audio through a S/P DIF  digital output you will hear only sound of the main video, but not the secondary video in PiP (picture-in-picture) mode.

Solution

Please output the audio through the analog connection instead of digital. Connect the sound card and speakers with the regular audio line (with 3.5mm or composite connectors).

When trying to play Blu-ray Disc titles, PowerDVD displays an error message with error code "0030".

Issue

PowerDVD displays "It is required to enable hardware acceleration for Blu-ray Disc playback. Please make sure your system meets minimum requirement criteria and enable the feature from Video Settings Page (Error code = 0030)" error message when you are trying to play a Blu-ray Disc title.

Cause

High definition video requires higher system requirements. PowerDVD needs to enable hardware acceleration in order to playback the movies smoothly.

Solution

In PowerDVD's Configuration dialog, click Video tab. In the Hardware Acceleration section, make sure "Enable hardware acceleration" checkbox is checked.