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BSOD when installing PowerDVD 20
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davitof [Avatar]
Newbie Private Message Joined: Sep 09, 2020 05:51 Messages: 13 Offline
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Hello

I tried 3 times, each time got the same result: I get a BSOD close to the end of installing PowerDVD 20. The stop code is ACPI BIOS ERROR.

Does anyone have a suggestion?

Dell G7 / Windows 7 Pro
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[Thumb - PowerDVD_install.jpg]
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This message was edited 2 times. Last update was at Sep 09. 2020 10:25

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Hello,

Your best bet is to contact CyberLink Technical Support about this issue:

https://fr.cyberlink.com/support/index.html

Cheers
PowerDVD Moderator
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davitof [Avatar]
Newbie Private Message Joined: Sep 09, 2020 05:51 Messages: 13 Offline
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Quote Hello,

Your best bet is to contact CyberLink Technical Support about this issue:

https://fr.cyberlink.com/support/index.html

Cheers
PowerDVD Moderator


Hello.

I did so yesterday. I didn't get any reaction. My ticket CS002218351 is still open. Do you know what is the usual delay?
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QC2.0 [Avatar]
Contributor Private Message Joined: Apr 27, 2016 04:02 Messages: 475 Offline
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It is glad to know you have contacted cyberlink regarding the crash, however, it is obvious that certain hardware on your laptop did not work right and crashed the Windows while another program (powerdvd) was installing.

BSOD is a sort of Windows system crash, and according to the message, it indicates the ACPI device on your Dell PC did not work properly and crashed Windows while powerdvd was under the setup.

I don't think cyberlink can help you fix the PC as they are not PC vendor.

You'd better ask Dell to check this crash of their ACPI device on the laptop. It is also related to the BIOS firmware Dell installed on their products.

https://windowsreport.com/acpi_bios_error-windows-10/
https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/bug-check-0xa5--acpi-bios-error

And, I suggest you wait with certain patience.
It's not a phone call contact or something like that gives you response in real-time.

This message was edited 1 time. Last update was at Sep 10. 2020 03:18

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Quote

Hello.

I did so yesterday. I didn't get any reaction. My ticket CS002218351 is still open. Do you know what is the usual delay?


Hello,

We have passed on our ticket number to our CL contact, thanks for providing. QC2.0 is probably right though, there definitely seems like there is a problem with your Windows install. I'd look to Windows 7 and Dell forums as well for more insights.

Cheers
PowerDVD Moderator
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davitof [Avatar]
Newbie Private Message Joined: Sep 09, 2020 05:51 Messages: 13 Offline
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Quote It is glad to know you have contacted cyberlink regarding the crash, however, it is obvious that certain hardware on your laptop did not work right and crashed the Windows while another program (powerdvd) was installing.

BSOD is a sort of Windows system crash, and according to the message, it indicates the ACPI device on your Dell PC did not work properly and crashed Windows while powerdvd was under the setup.

I don't think cyberlink can help you fix the PC as they are not PC vendor.

You'd better ask Dell to check this crash of their ACPI device on the laptop. It is also related to the BIOS firmware Dell installed on their products.

https://windowsreport.com/acpi_bios_error-windows-10/
https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/bug-check-0xa5--acpi-bios-error

And, I suggest you wait with certain patience.
It's not a phone call contact or something like that gives you response in real-time.


Thank you for your answer. And thank you for the very interesting links, which I will study presently. From what I already saw, they help me get a more exact idea of what is the problem. And some of the suggestions are definitely worth trying!

I am patient, or at least I try to as much as I can. I just wanted to know how long I should expect to have to wait. I understand that one of the advantages of forums is precisely that the answers don't have to be immediate. But the complete absence of answer from the ticket system made me wonder if my request hadn't landed into some kind of black hole.

I am currently asking from Dell too. Hopefully, using both CyberLink and Dell help, I'll be able to install PowerDVD correctly.
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davitof [Avatar]
Newbie Private Message Joined: Sep 09, 2020 05:51 Messages: 13 Offline
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End of this thread: I finally managed to install PowerDVD 20. Dell forums gave me a way to do it: clean any trace of any previous installation of PowerDVD (I had installed and then uninstalled PowerDVD 19 previously). It took me time to clean all the folders and the registry keys, but after doing it, the install program managed to reach the end successfully.

The bad part of this solution is that we'll never know what was wrong. Before anyone asks, I am not willing to reinstall PowerDVD 19 just to find that out!

Thank you to all who helped here.

P.S. I am now having a different issue with PowerDVD, but I feel this needs a new thread.
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davitof [Avatar]
Newbie Private Message Joined: Sep 09, 2020 05:51 Messages: 13 Offline
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I answered too fast. I indeed managed to install PowerDVD 20, but when I tried to apply PowerDVD_20.0.1519.62_Patch_DVD200306-01.exe, I got a BSOD again
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QC2.0 [Avatar]
Contributor Private Message Joined: Apr 27, 2016 04:02 Messages: 475 Offline
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The first version of powerdvd 20 is already build 1519, you don't need to install the patch to update the latest version redundantly.

And, it sounds the BSOD crash hasn't got resolved yet because Dell didn't give you any actual assistances in the ACPI device and driver's crash. Did they really look into the BSOD log or something you provided?

It could be waste of time if you keep thinking about how to install powerdvd successfully prior to the hardware BSOD concern got fixed.

It should be a hardware malfunction and crash case that requires the hardware vendor to check it out first.
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davitof [Avatar]
Newbie Private Message Joined: Sep 09, 2020 05:51 Messages: 13 Offline
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Dell won't look into it because they weren't the ones who sold PowerDVD. So if I follow their constraints, the consequences should be: buy from a vendor all the hardware and the software you will ever need. In my situation, since Dell doesn't sell PowerDVD, I shouldn't have bought PowerDVD at all.

Seriously, I managed to patch PowerDVD without any glitch by following one of the advices in your first answer: I reset the BIOS settings. Dell offers to reset to BIOS default or factory default, I chose factory because it seemed the best thing to try first. Obviously, one of the things I had altered in the BIOS did not suit PowerDVD well.

I understand that the patch probably did not do anything, but I take the successful patch as an indication that my ACPI issue is currently out of the way. I am not going to alter anything in the BIOS until PowerDVD is running perfectly (see my other thread). Then only will I try to change again. Maybe.

Thank you QC2.0 for pointing me in the right direction.

This message was edited 1 time. Last update was at Sep 12. 2020 12:05

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