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CyberLink-Michael [Avatar]
Senior Contributor Private Message Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
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Hi and welcome to the CyberLink PowerDVD Forum

In order to make sure others can help you in the best way please make sure to provide as much info about your problem as possible.
This Forum is no official support forum and technical support team will not reply to your postings. Please contact the technical support for official support. This forum is intended for user-to-user help.

Before posting any issue - please make sure to have installed the latest patch for your PowerDVD.
Free Patches for our Retail and Online Versions can be found here:
Please follow me to see the latest free patches for PowerDVD

If you use OEM Version of PowerDVD (e.g. pre-installed or bundled with Disc Drive) please use only the integrated update function of PowerDVD and do not install the Retail patch to your Software.

Please also make sure to have installed the latest versions of your Graphics Adaptor and audio device

If you encounter a problem in PowerDVD please help to collect as many information and post it in your thread:

PowerDVD full Version
PowerDVD Trial Verison?
PowerDVD SR Number (when click on "CyberLink in left top - SR NUMBER IS NOT THE CD-KEY!!)
PowerDVD TR Number (if shown)
If the issue happens after patch installation - please also add the
Full version number before patch
SR-Numnber before apply patch

Operating System (including x86 or x64 Bit Version)
Do you use administrator or restricted user account?
Is your PowerDVD a Retail product or bundles with HW?
Used VGA
Used VGA driver version
Used Audio device
Used Audio device driver version
The Audio setting in PowerDVD and in OS (default devices)
Used ODD drive (full model name and Firmware Version)
Do you use Amplifier (Model/connection)
Used Display(s)
Which kind of display connection (HDMI/DisplayPort/VGA/DVI)
Which display refresh rate do you use while Playback (24/25/50/60/120/...)
Are you using single or dual monitor environment
Are you using clone or extended mode (if use two display)
(3D only) Please provide detail info about 3D setting in PowerDVD
What kind of Antivirus SW are you using?
What is your default Internet Browser?
The detailed issue description
Does the issue happen in Classic mode or CinemMode (MCE-Plug-In) or both?
Which DVD or BD title cause the issue

Please also add your DXDIAG log to the post (as attachement)

to create the DXDIAG:
Start =>
In the Search/Program field type "DXDIAG" and press the [Enter]
save to File and upload the file as attachement

Please add the BD-3D Advisor log to the post (as attachement)

If you need technical support please contact our Support Team:
https://membership.cyberlink.com/prog/support/cs/service/technical-support.do
You must have logged-in to the member's area to use the Technical Support

If you are not sure about 3D compatibility of your devices - please check the related manufacturer pages:

List of 3D info pages of VGA manufacutrers

If there is a error message - please attach this message as snapshot!!

Please do not "highjack" other's thread - if you have own question - please start an own thread.


Thanks
Michael

This message was edited 36 times. Last update was at Dec 15. 2013 06:01

CyberLink-Michael [Avatar]
Senior Contributor Private Message Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
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Hi,
Please see the registry Cleaner for PowerDVD.

The registry cleaner is only needed when you encounter installation or uninstall issues with PowerDVD


1. Download the file matching to your PowerDVD Version and store on your Desktop
2. rename the file from "*.E__" to "*.EXE"
3. start the application to remove all remainings in Registry
4. manually deleta the "PowerDVD" folder under "C:\Programs\Cyberlink\...

 Filename
CLCleaner-PowerDVD9.0.ex_
[Disk]
 Description
CL Cleaner for PowerDVD 9
 Filesize
212 Kbytes
 Downloaded:
2811 time(s)
 Filename
CLCleaner-PowerDVD10.0.e__
[Disk]
 Description
CL Cleaner for PowerDVD 10
 Filesize
212 Kbytes
 Downloaded:
3939 time(s)
 Filename
CLCleaner-PowerDVD8.0.ex_
[Disk]
 Description
CL Cleaner for PowerDVD 8
 Filesize
212 Kbytes
 Downloaded:
1725 time(s)

This message was edited 2 times. Last update was at Mar 09. 2011 04:00

Technical Support

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CyberLink-Michael [Avatar]
Senior Contributor Private Message Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
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Hi,
in case you have problem to install patches to your PowerDVD - please try the attached Cleaner for Patches

1. rename the file to "CLCleaner-PowerDVD10-Patch.exe"
2. execute it and try to install the patch

BR
Michael
 Filename
CLCleaner-PowerDVD10-Patch.e__
[Disk]
 Description
CyberLink Cleaner for Patches
 Filesize
212 Kbytes
 Downloaded:
2582 time(s)

This message was edited 1 time. Last update was at Mar 08. 2011 09:51

Technical Support

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CyberLink-Michael [Avatar]
Senior Contributor Private Message Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
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Hi,

If you encounter issue with the ordering process, please contact DR support:
https://store.cyberlink.com/DRHM/store?Action=DisplayContactFormPage&SiteID=clinkus&Locale=en_US&Env=BASE

If you encounter issue with refund:
http://store.cyberlink.com/DRHM/store?Action=DisplayERefundInstructionsPage&SiteID=clinkus&Locale=en_US&Env=BASE&resid=TC2T5QoHAi4AAEnrkzkAAAAb&rests=1300704145722

Technical Support

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CyberLink-Michael [Avatar]
Senior Contributor Private Message Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
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Hi,
in case you encounter GP issue or so called "crash" please help to provide the event log to our Suport team

How to provide the Event Log from Windows eventviewer

Br
Michael Technical Support

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