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: |
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: |
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: |
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: |
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Your display device's HDCP 2.2 digital protection was revoked at hardware side.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: |
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: |
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: |
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. |
|
Error code 21110: |
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: |
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: |
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: |
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: |
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: |
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: |
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: |
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. |
|
Error code 31001: |
Possible Cause |
The Intel Software Guard Extensions (Intel SGX) feature was not enabled properly because the related drivers are not updated or the hardware does not support the Intel SGX feature. |
|
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 with your PC manufacturer. 4-1. Expand Software components. 4-2. Right click the Intel(R) Software Guard Extensions Software > Update driver. 4-3. Select the Search automatically for updated driver software option to update the driver accordingly. 5. Reboot Windows, and then check the Ultra HD Blu-ray movie playback with PowerDVD.If the above steps do not resolve the problem, please contact CyberLink customer support with the error message information. |
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