3

Welcome to CyberLink Member Zone

Frequently Asked Questions
  • Account & Purchase
  • Download & Installation
  • Products
CyberLink Support Center / FAQs – Products / Before contacting CyberLink Technical Support…
Before contacting CyberLink Technical Support…
Applied to: PowerDVD 12 , PowerDVD 11 , PowerDVD 10

Whether you are a free or paid member, you can contact CyberLink Technical Support after logging in.
https://membership.cyberlink.com/support/support-login.jsp

Before contacting Technical support, please prepare the following information. The more info you provide, the more we can understand your issue and provide better service.

Basic required information
- Detailed description of the issue
- Reproduced steps
- Proof of purchase (Except Potential/Trial users)*
- Error message (Screenshot)
- SR Number (Click PowerDVD icon at the upper-left conner)
- System Info, DxDiag.txt**

Provide more info if:

The issue is related to Blu-ray Disc playback
- Save log of BD & 3D advisor (Blu-ray part)***
- Include Blu-ray movie title testing list

Tthe issue is related to 3D playback
- Save log of BD & 3D advisor (3D part)***
- Include name and model of the 3D monitor
- Include name and model of the AV receiver (if any)

The issue is related to 3D Blu-ray Disc playback
- Save log of BD & 3D advisor (Bluray part)***
- Save log of BD & 3D advisor (3D part)***
- Include Blu-ray movie title testing list
- Name and model of the 3D monitor

The issue is related to A/V receiver or amplifier
- Name and model of your AV receiver or amplifier
- Audio formats which fail to play back, ie
Dolby Digital, Dolby Digital EX, Dolby Digital Plus, Dolby TrueHD
Or DTS, DTS surround, DTS-HD Master
- Include BD title testing list (if any)

*How do I prove that I am a CyberLink customer?

**How do I generate my system information?

***Where can I download the free BD & 3D Advisor?

Was this information helpful to you?
No
Yes