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PDVD 16 Ultra 2011 getting stuck in "Folder" display mode
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PowerDVD 16 Ultra v.2011 on Windows 7 in PC Mode; if I play a video file from a hard drive, then insert a DVD or BD in the optical disc drive, PDVD will recognise the disc but display the folders and files on it, and the Play control on the toolbar is greyed out. Whatever I do, I can't get it to gointo normal Play mode. When this occurs, it doesn't matter what disc I try, I get the same result. (i.e. it's not due to faulty discs; clearly the disc is readable, since its contents are displayed.)

I've tried opening PDVD and then inserting the disc, or in the opposite order. I've tried opening the disc from Windows Explorer ... I'm not sure what else to try. usually the only thing I've found to reset PDVD back to Play mode is to reboot my PC. I've also tried removing and re-installing PDVD, but the same thing happens.

Is there a trick to this? Something I'm missing?
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi Branais,

Please contact support for this behavior.

Greetings
Hicham Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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Thanks for the reply, Hicham.

I started here because I was hoping other people might have seen it happen themselves, and might have some insight into how to address it.

But also -- I'm sorry, but I've got to say this -- I find Cyberlink support really useless. They don't seem to understand much of what's said to them, they usually take a week or more to reply, and then their reply is often not actually an answer to what they were asked about. It's really annoying to wait a week or more for a reply that is just some irrelevant copy-and-paste that makes it very, very clear the support people haven't got a clue. And when they don't understand, there's no-one to raise it with besides the same people who still don't understand.

Cyberlink really has to do better.
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi Brandis,

May be other people have faced the same issue and the will get in touch once they've read this. Beside of that, could you provide me more information about your system? A DxDiags would be fine.
Thank you

Greetings
Hicham

This message was edited 1 time. Last update was at Oct 19. 2016 05:00

Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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Thanks Hicham. DxDiag report attached.
 Filename
DxDiag.txt
[Disk]
 Description
 Filesize
31 Kbytes
 Downloaded:
348 time(s)
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi Bandis,

Which SR has your PowerDVD?
Launch PowerDVD and click on the logo "PowerDVD" to find it.

Greetings
Hicham

This message was edited 1 time. Last update was at Oct 19. 2016 10:39

Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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Quote Hi Bandis,

Which SR has your PowerDVD?
Launch PowerDVD and click on the logo "PowerDVD" to find it.

Greetings
Hicham


Hicham,

It's version 16.0.2011.60 Ultra

SR number DVD 160726-03 (DVD160516-02)
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Hi Hicham,

You had no thoughts on this matter?
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi Branais,

The Problem is: I can't reproduce this on my side. The only thing I'm thinking about now is your DVDs & BD.

Are they original? or did you burn them yourself?

If PDVD shows the folders and files on a DVD, you should scroll to the folder with the bigest file. Then the Play control on the toolbar sould be activ (not greyed out).

PDVD can't play folders, that's why the Play control is greyed out.

Greetings

Hicham Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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No, the discs are all original, commercial discs. I don't burn copies or pirate anything.

Support is useless, and so, it seems, is the software. So, what do I do now?

(Yes, I'm annoyed. I don't think that's unreasonable. If Cyberlnk's history is anything to go by, I'll just keep getting a "can't reproduce" response -- until the next version comes out, and lo and behlod, there'll be a fix for the problem ... once I pay to upgrade.)
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi Branais,

Could you provide me a screenshot(s) of that? By the way, let me know your support ticket number.

Many thanks

Hicham Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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Hicham,

I don't have a support ticket. I find Cyberlink support a waste of time, so why go through the motions? Over and over, they don't seem to even understand what they're being told -- it may be a language thing, since English is clearly nt their native langauge, but that's what Cyberlink gives us to work with. It's so frustrating.

Attached is a screen capture of the problem. The M:\ drive is my internal BD optical drive, and this is a commercial BD.

To reproduce:

1) After playimng a video file (such as an mp4 or mkv saved from YouTube) from my hrad drive in PDVD_16,

2) If Iput a BD disc in my optical drive, then PDVD only shows the folder structure on the disc. It doesn't come up with a "Play" icon

3) This happens whether I leave PDVD open and insert the disc, or close PDVD first, load the disc and let it open PDVD. I still don't get a Play icon.

The only reliable way I've found to resolve this is to completely reboot my PC. That shouldn't be happening.
[Thumb - PDVD_folders.png]
 Filename
PDVD_folders.png
[Disk]
 Description
 Filesize
556 Kbytes
 Downloaded:
103 time(s)
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi Branais,

Are you still facing this with the new build? It has been fixed.

Greetings

Hicham Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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Hi Hicham,

Ahh, I thought you were ignoring me.

I haven't seen it happen since upgrading to revision 2406, so I'd say that's probably a fix.

Thanks for forwarding the issue on, and thank you for checking back with me. It's very much appreciated! ;
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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You are welcome Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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TOF [Avatar]
Newbie Private Message Joined: Jan 02, 2017 12:23 Messages: 17 Offline
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Quote Thanks for the reply, Hicham.

I started here because I was hoping other people might have seen it happen themselves, and might have some insight into how to address it.

But also -- I'm sorry, but I've got to say this -- I find Cyberlink support really useless. They don't seem to understand much of what's said to them, they usually take a week or more to reply, and then their reply is often not actually an answer to what they were asked about. It's really annoying to wait a week or more for a reply that is just some irrelevant copy-and-paste that makes it very, very clear the support people haven't got a clue. And when they don't understand, there's no-one to raise it with besides the same people who still don't understand.

Cyberlink really has to do better.




I can testify to the truth of the statment regarding the response time and "assistance" provided by Cyberlink Support.
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Hicham_B [Avatar]
Senior Contributor Private Message Joined: Jun 09, 2015 04:02 Messages: 1347 Offline
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Hi TOF,

Can you share a CS ticket number with me. Better if you share them all, but in a pn if possible? Thank you

Hicham Technical support:
EN: https://www.cyberlink.com/support/contact-support.jsp
DE: https://de.cyberlink.com/support/contact-support.jsp
FR: https://fr.cyberlink.com/support/contact-support.jsp
ES: https://es.cyberlink.com/support/contact-support.jsp
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I think the Fresh Install would be better. As for passwords and Firefox> When you get malware on the system, especially a Worm like this, you should consider that anything on the system might have been compromised and act accordingly. http://www.3d-architectural-rendering.com/3D-Interior-rendering.html
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