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I am receiving an error message with a five digit error code during Ultra HD Blu-ray movie playback. What can I do?

You are advised to make sure all of your PC's software and hardware meet the minimum system requirements for Ultra HD Blu-ray movie playback before attempting playback.

If your platform supports Ultra HD Blu-ray movie playback, but you receive an error message with a five digit error code, you can refer to the below table for the troubleshooting suggestion:

Error code &Suggestions

Error code 01001:
This disc cannot be played because this computer is not running Windows 10, which is required for Ultra HD Blu-ray playback.

Possible Cause

Your operating system is not running Windows 10.

Suggestion

Install PowerDVD on a Windows 10 platform that meets the Ultra HD Blu-ray movie playback requirements.

Error code 01002, 01003, 01004:
Ultra HD Blu-rays cannot currently be played on this computer. Please make sure your graphics processor (GPU) meets the system requirements for Ultra HD Blu-rays, and update its driver to the latest version.

Possible Cause

Your graphic processor doesn't support Ultra HD Blu-ray movie playback, or the driver is not up-to-date.

Suggestion

Make sure your graphics processor is compatible for Ultra HD Blu-ray movie playback. To ensure the latest playback compatibility, you are advised to update the graphics driver to the latest version directly from your graphics processor manufacturer's website.

Error code 01007, 01010:
Your computer or display device does not support the High Dynamic Range (HDR) feature. Do you want to play the video with Standard Dynamic Range (SDR) instead?

Possible Cause

Your display device or graphics processor doesn't support the High Dynamic Range (HDR) feature or the feature is not enabled on the display device.

Suggestion

Enable HDR on the display device if available or let PowerDVD play back in Standard Dynamic Range mode.

Error code 21001:
This media cannot be played on your display device (TV, monitor, or projector) because its HDCP key was revoked.

Possible Cause

Your display device's HDCP 2.2 digital protection was revoked at hardware side.

Suggestion

You are advised to contact your display device manufacturer to check the HDCP 2.2 digital protection validity on your display hardware.

Error code 21002, 21003:
This media cannot be played because the required HDCP 2.2 wasn't initiated. Ensure your graphics card, its driver, and your display (e.g. TV, monitor, or projector) support HDCP 2.2. HDCP 2.2 is required to play this content, as governed by Digital Rights Management technologies.

Possible Cause

The HDCP 2.2 digital content protection of Ultra HD Blu-ray movie cannot be enabled normally on your display device or graphics processor.

Suggestion

Ensure your graphics processor and display device support HDCP 2.2, and that you are using a HDMI 2.0a/DisplayPort 1.3 or above version cable to connect the PC and display. You can also try updating your graphics card driver to the latest version to ensure the latest HDCP 2.2 compatibility.

Error code 21101, 21104, 21105, 21106, 21108, 21109:
This media cannot be played because some of the key components weren't started. Click [Check for Update] to see if there is an update available to fix this issue.

Possible Cause

The playback component requires an update and activation via an Internet connection to maintain the playback capability.

Suggestion

Ensure your Internet connection works normally, that PowerDVD is not blocked by your antivirus and firewall software protection, and then update PowerDVD to the latest version.

Error code 21102, 21103, 21107, 21202, 21203, 21204, 21205, 21207, 21208, 21209:
This media cannot be played because the required Intel® SGX (SW Guard Extensions) wasn't properly started.

Possible Cause

Your PC does not support the Intel Software Guard Extensions (Intel SGX) feature or the feature is not enabled properly on your PC.

Suggestion

Ultra HD Blu-ray movie playback requires that you enable the Intel Software Guard Extensions (Intel SGX) feature in advance. You are advised to check the playback on a PC that supports the Intel SGX feature. To check if a PC platform supports the Intel SGX feature, you should refer to the tech specifications for your PC or consult your PC manufacturer.

If your PC (CPU and mainboard) supports the Intel SGX feature, you are advised to do the following steps to enable the feature for Ultra HD Blu-ray movies playback:

1. Ensure the Intel SGX feature on your PC is enabled with 128 MB or above memory space allocated in your PC's BIOS. To perform this function in the BIOS, you should refer to the user manual of your PC or consult your PC manufacturer.

2. After configuration in BIOS, reboot Windows to load the Intel SGX feature.

3. Check and install the Intel Management Engine driver from your driver disc that was shipped with your PC. If you cannot find the driver, please consult your PC vendor to download the driver/software components.

4. Ensure PowerDVD is not blocked/redirected by antivirus/firewall software protection, and allow PowerDVD to access Internet connection for Intel SGX online verification/activation.

5. Check the Ultra HD Blu-ray movie playback with PowerDVD.

6. If the above steps does not resolve the problem, please contact CyberLink customer support with the error message information.

Error code 21110:
This media cannot be played because PowerDVD wasn't verified remotely.

Possible Cause

Your version of PowerDVD doesn't support Ultra HD Blu-ray movie playback, or the wrong software patch was previously applied to the program.

Suggestion

Ensure your PowerDVD version supports Ultra HD Blu-ray movie playback feature. If your version supports the playback, but applied the wrong software patch, you are advised to reinstall PowerDVD to check the playback feature.

Error code 21111:
This media cannot be played because you have activated Ultra HD Blu-ray playback for more machines than the maximum allowed.

Possible Cause

You installed the single license version of PowerDVD on multiple machines, and the Ultra HD Blu-ray movie playback activation limitation was reached.

Suggestion

The single license version of PowerDVD allows you to install it on one computer only. You are advised to only install PowerDVD on one computer. If the problem persists, please contact CyberLink customer support with your PowerDVD proof of purchase, product key, and error message information for further assistance.

Error code 21201:
This media cannot be played because the required Intel SGX PSW runtime was not completely installed. Please re-install PowerDVD to troubleshoot this issue.

Possible Cause

The PowerDVD Ultra HD Blu-ray movie playback component for Intel SGX driver isn't installed properly.

Suggestion

Ensure your Windows user account has Administrator's privilege, and then reinstall PowerDVD to check the playback again.

Error code 21206, 21302, 21312, 21403:
This media cannot be played because the system was revoked.

Possible Cause

Your computer was revoked by the content providers, so Ultra HD Blu-ray playback on your computer is now prohibited.

Suggestion

You are advised to try playing Ultra HD Blu-ray movies on another PC, with another Ultra HD Blu-ray disc drive, or consult your PC/disc drive's manufacturer for further support.

Error code 21301, 21401:
This media cannot be played because some key components weren't started. Make sure your computer is connected to the Internet, and that your firewall is configured to allow PowerDVD to connect to Internet servers.

Possible Cause

The playback components of Ultra HD Blu-ray movies require online activation. The online connection and activation were not successful.

Suggestion

Ensure PowerDVD is not blocked/redirected by antivirus/firewall software protection, and then try playing the Ultra HD Blu-ray movie again with a stable Internet connection.

Error code 21304 ~ 21310, 21313:
This media cannot be played because an error occurred bounding the optical disc drive and the system.

Possible Cause

The Ultra HD Blu-ray disc drive or PC requires online activation to start Ultra HD Blu-ray movie playback. An unknown error occurred during the optical disc drive activation.

Suggestion

Ensure your versions of PowerDVD and optical disc drive firmware are up-to-date. To get the latest version of the firmware for your disc drive, please consult your hardware vendor for firmware support, and then update the firmware to the latest version to check the playback.

Error code 21311:
This media cannot be played because the optical disc drive was revoked. Replace your disc drive and then try again.

Possible Cause

Your Ultra HD Blu-ray disc drive was revoked by the content providers. Ultra HD Blu-ray playback on your disc drive is now prohibited.

Suggestion

You are advised to use a different Ultra HD Blu-ray disc drive to check the playback.

Error code 21404 ~ 21407:
This media cannot be played because some errors occurred while retrieving authorization from the remote rights management server. Click [Check for Update] to see if there is an update available to fix this issue.

Possible Cause

The Ultra HD Blu-ray movie playback online activation was not successful, and the playback cannot proceed.

Suggestion

Ensure your version of PowerDVD is up-to-date by clicking the [Check for Update] button to see if there is a software update available.

 

If the above suggestions cannot help you resolve the problem, or you cannot find your error code/messages on the list, please contact CyberLink customer support with the error message information.

https://membership.cyberlink.com/support/service/technical-support.do

 

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