2012 Blu-Ray will not play, I get to the menu screen and there isnt any menu options. The menu screen video just keeps looping. I press play nothing happens, I also cannot skip to Chapters. i am using HP media Smart to play the bluray on my HTPC using MC7. if i use arc soft trial, it works but no surround sound :(. any help?
Hey Man... I have the Same Problem... DID U Find a Fix?? PLZ get Back To Me!! TEXT ME IF U CAN ...I want A Resolution ASAP... 714-213-6261...THANKS MAN !!
HP has no idea. here is the second Chat transcript. if you want to read it. but no solution... Please let me know if you find a fix also!!!
Brandon : chart activity id: 1123251
[An agent will be with you shortly.]
[You are now chatting with Victor .]
Victor : Welcome to HP Total Care for Desktop support. My name is Victor. Please give me a few moments while I review your issue description.
NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.
Victor : How are you doing today, Brandon?
Brandon : ok
Victor : Let me confirm that your PC model s5360f. Am I correct?
Brandon : yes
Victor : Thank you for the information.
Victor : Please give me 5 minutes while I review the previous chat session.
Brandon : ok
Victor : Thank you for being online with me.
Brandon : ok
Victor : Have you re-installed the Media Smart program in your PC?
Brandon : yes, also the update.
Brandon : there are numerous forums with this problem, cyberlink issued a patch to fix it.
Victor : Have you restarted the Computer after installing Media Smart in your PC?
Brandon: from my understandin hp media smart is a cyber linkk product.
Brandon : yes.
Victor : Okay.
Victor : As per the information, your PC is playing all kinds of Blu-ray DVD's. So, I suggest you to play this blu-ray 2012 DVD in any other PC and check.
Brandon : dont have another blu-ray player
Brandon : it is not the disc, it will play in arcsoft total theatre, but it is a trail so no surround sound.
Brandon: i can send you links to forums that people are having this problem.
Victor : Alright.
Brandon : u read it all yet?
Victor : Yes, I am checking with my Supervisor to get expert solution.
Brandon : k thanks.
Victor : Thank you for staying online with me.
Brandon : yep
Victor : Brandon, did you try to play this particular Movie by removing all other blu ray players like arcsoft and try to play with Mediasmart?
Brandon : yes, i no longer have anyother blu-ray software installed.
Brandon : i only doiwnloaded others because hp mediasmart would not display the menu.
Victor : Let me confirm again, that in your PC you are able to play other Blu ray movies using Mediasmart DVD software without any issues except this 2012 blu ray movie DVD, am I correct?
Brandon : correct.
Brandon : so far.
Brandon : i have only played 2 others
Brandon : i have only had this pc for 3 weeks or less
Brandon : i bought it to use as a htpc.
Victor : And Blu ray Drive in this PC detecting 2012 blu ray movie DVD because you are able to see the contents, so the Drive is perfect. And you are able to play Blu ray movies ( other than this 2012 movie) using Mediasmart DVD perfectly without any issues, this scenario shows Mediasmart is perfect.
Brandon : ahh, no
Brandon : it will play the previews on th 2012 disc.
Brandon : drive is perfect
Brandon : software is broken.
Brandon : needs updating
Brandon : or different software.
Victor : Okay, Mediasmart can play only Previews of 2012 movie, but other Blu ray movies are playing completely, is that correct?
Brandon : yes
Victor : Brandon, the only option is make sure this 2012 is completely playing using any full version software.
Brandon : it plays competely with trial versions, minus surround sound, complete versions cost $100.00 +
Victor : I really apologize for the inconvenience with the delay it is taking to isolate, but here the information from your PC is not helping to suspect software or disc.
Brandon : just spent $800.00 for this unit.
Brandon : it is software.
Brandon : how would it not be?
Victor : Brandon, we tried to reinstall Mediasmart software on this PC, but still PC has issues with playing 2012 movie, now the only option left is to set your computer back to factory settings by performing recovery.\
Brandon : your funny!
Brandon : this pc is brand new.
Victor : Yes, I completely understand how you feel; if I were in your situation, I would feel the same.
Brandon : cyberlink makes HP mediasmart. Cyberlink issued a update today to fix this very issue. It is ok for you to say: im very soory we are working on the issue, we will update you when we have more info.
Brandon : and let be that.
Victor : Thank you for your co-operation.
Brandon : i am not angry at hp, i just want to know that the problem will be fixed, i just spent $800.00 on a blu ray player.
Brandon : among other cool stuff it does.
Victor : I will escalate and inform my research team to get expert solution on this issue.
Brandon : thank you have a nice evening.
Victor : You are most welcome.
