PowerDVD 9 not working (Windows 7 64bit crash)

BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Solved by

Aug 09, 2011 02:53

G'day all,

There is a technical ticket in place on this query, but I have not had a reply since 5th August -Ticket ID: CS001044991 - so I thought I'd see if anyone on the forum had any ideas

I have an OEM version of PowerDVD 9 that came with a complete PC system, purchased from a retail store in Gepps Cross, Adelaide, South Australia

Here are the details of my hardware, the Cyberlink software and the problem.
PowerDVD 9
Version 9.0.43.52
SR number: DVD110707-06

The PC is configured as follows:
Windows 7 Professional 64bit
Intel Core i7 2600
Foxconn H67M micro ATX mobo
Grpahics card GTS 450 with 2MB RAM; HDMI out
16 MB RAM
LG Bluray burner/player HL-DT-ST BDDVDRW CH10LS20 with driver 6.1.7601.17514 (reported as most recent)
2GB Samsung HDD
Samsung SyncMaster CA550 (1080); HDMI connection
Norton Internet Security 2011
I have full administrator access (being the only user at home).

THE ERROR
This software and system can play standard PAL DVDs, but when I try to play Bluray disks (several of them), the data begins to load, but before anything gets to play, I get the Windows error message “PowerDVD 9.0 has stopped working”.... and it starts looking for a solution - none are found (as usual).

None of the following steps made any difference and I still get the error with all commercial Bluray disks that I have tried after all of these updates....
1. I un-installed the Cyberlink PowerDVD 9 software using Windows Uninstall and re-installed it. I did not use CLCleaner2_PD7.0_7.9.exe
2. I then downloaded the latest version of PowerDVD 9 (as allowed by this OEM version) from Cyberlink’s website.
3. I installed the latest critical patch for PowerDVD 9 from Cyberlink’s web site.
4. I updated my graphics card drivers to the latest version from nVidia (8.17.12.7533, dated 20/05/2011)

If I scan with Cyberlink BD Advisor,
Basic Playback shows all green buttons (except for the CPU, which is unknown grey).
Advanced Playback shows green except for 3 yellow buttons for the Dual-Video decoding (H.264, MPEG-2 and VC-1)

I have run the DxDiag provided by Cyberlink. No problems are reported, either in the 32bit or 64bit modes. Much of the other stuff in these reports is interpretable only by Cyberlink. The DxDiag64 file is attached.

My DVD burner burns data files and standard PAL DVDs using Windows Movie Maker and DVD Maker (PAL), so I assume the standard DVD side of things is all good. I have not burnt a Bluray disk as they are too expensive to play with.

The data from Program Files(x86)\CyberLink\PowerDVD9\OLRSubmission\UREG.ini file is:
[Ureg_Info]
SR_No=CDS100601-03
Prod_Name=PowerDVD
ProductName=PowerDVD9
Prod_Ver=9.0
Prod_No=DVD00029
CustomerNO=344
Hardware=CD/DVD Drive
BU_REP=CLT
Channel=OEM
RegVType="BD - OEM 6ch+6ch"
ComboProduct=1

Interesting that the SR number shown in this Cyberlink file is different to that reported by the PowerDVD 9 software!

If I look in the Windows event viewer at the error, I see “Faulting application name: PowerDVD9.exe, version: 9.0.3928.0, time stamp: 0x4d903dec Faulting module name: nvd3dum.dll, version: 8.17.12.7533, time stamp: 0x4dd734f1 Exception code: 0xc0000005”.
This shows an error with nvd3dum.dll - an nVidia graphics card driver. However, the driver software is the latest update from nVidia.

I would really like to get this problem solved as it will determine whether I proceed with upgrading the Cyberlink Power suite (to version 11), and adding Power Director or move completely over to an alternative system. There are many choices from Corel, Adobe, Pinnacle, Roxio or Sony Vegas

Thanks for any replies
Bill

Filename	WilliamCareyDxDiag64.txt	Download
Description	DxDiag.txt file
Filesize	36 Kbytes
Downloaded:	1192 time(s)

CyberLink-Michael

Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline

Aug 09, 2011 03:13

Hi,
my suggestion:

1. remove PowerDVD from the Software applet [uninstall]
2. use the Cleaner-2
3. remove NVIDIA Driver completely using uninstall from Software
3. reboot
4. install the latest NVIDIA driver
5. install PowerDVD

one question:
Any codec packs installed on your system?

BR
Michael Technical Support

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BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 09, 2011 03:58

Wow Quick Reply, Michael... thanks
I cannot find a PowerDVD uninstaller in All programs - only the PDVD9 program itself. Any suggestions where it might be? And I guess I download Cleaner-2 from CyberLink?
Remove Nvidia driver using uninstall from Software - you mean from Device Manager?
I haven't installed any codecs - whether the store did when they prepared the HDD for sale, I don't know.
Cheers
Bill

CyberLink-Michael

Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline

Aug 09, 2011 04:02

Hi,
you need to uninstall both the driver and PowerDVD from Software in the Control Panel

Br
Michael Technical Support

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BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 09, 2011 21:57

G'day Michael,

There are 4 nvidia drivers listed in Win 7 Uninstall Programs. These are:
3D Vision Driver 266.58
Graphics Driver 266.58
HD Audio Driver 1.1.13.1
PhysX System Software 9.10.0514
(note the 266.58 is the most recent driver build from nVidia - I updated it just last night in the hope it would fix the problem - it did not.

1. Should I uninstall all 4 programs?

2. Before I uninstall, should I change my screen connection from HDMI to VGA? I understand the system without a graphics driver runs in low-res VGA and HDMI may not be able to show the screen.

Probably before I do this, I am going to discuss the matter with the vendor as my system is only a few weeks old and is still under warranty. I also finally had a reply from the Technical service on my ticket number, so I will provide the information to them. This may take me a few days to sort out, so you may not hear from me for a few days. But I'll keep you informed of the outcome.

Cheers
Bill

CyberLink-Michael

Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline

Aug 10, 2011 04:28

Hi,
please check again the driver - if I check the NVIDIA page it shows 280.26 as latest driver for your card....

Br
Michael Technical Support

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BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 10, 2011 05:13

Hello Michael,

Thank you for your reply. This is becoming weird.

I downloaded the latest driver from nVidia on the 9th Aug (280.26-desktop-win7-winvista-64bit-english-whql.exe) and used this to install the video drivers. As you correctly say, this is the latest driver. If I look in Computer Management/Display/NVIDIA GeForce GTS 450/Properties/Driver, I see the driver is 280.26 (actually listed as 8.17.12.8026 and dated 3/08/2011. This is where I usually check my driver status.

However, when I look in Windows Control Panel/Uninstall or Change a program, I see the 4 nVidia drivers as listed in my previous post which have the different build number 266.58!

I take your point that these 266.58 drivers probably have to be uninstalled via Windows Uninstall program to get them to match up. I would guess that if I install the new driver using the nVidia provided EXE file, they may not even show up in Windows Control Panel/Uninstall.

My questions, however, still are:
1. Should I uninstall all 4 nVidia programs? Or just the 3D Vision and Graphics Drivers with the 266.58 build number?

2. Before I uninstall, should I change my screen connection from HDMI to VGA? I understand the system without a graphics driver runs in low-res VGA and HDMI may not be able to show the screen.

Regards
Bill

CyberLink-Michael

Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline

Aug 11, 2011 10:00

Hi,

just uninstall the four drivers and install the COMBO driver from NVIDIA should be OK - thats how I did it here yesterday

the new driver from NV contains all important parts (HDMI audio driver, 3D Vision, PhysX, VGA)

Michael Technical Support

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BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 12, 2011 01:30

Hello Michael,

The store that sold me my PC 3 weeks ago agreed to let me follow your advice re the nVidia graphics driver update and re-install of PowerDVD9.

So I uninstalled PowerDVD9 and all 4 of the old nVidia drivers from Windows Control Panel (required a reboot). I then ran CLCleaner-PowerDVD9.0.exe (which reported all of PowerDVD9 was removed), then re-installed the latest nVidia drivers (280.26) and reinstalled PowerDVD. All went OK and both Windows Control Panel and Computer Management now report the same and latest nVidia graphics drivers.

I put a Bluray DVD in the drive and it started loading the disk, but within a few seconds (before any video was shown on screen) it crashed with "PowerDVD 9 has stopped working." Windows went looking for a solution, etc.

I then updated PowerDVD9 from within the program as there is a "critical" update listed. When this was applied, I rebooted and tried a Bluray disk again - it still failed. Seems to load the initial disk data, but then when it tries to play video, it crashes.

So nothing has changed and I am still left with the problem of not being able to play a legitimate, commercial Bluray (although standard DVDs are OK).

What do I do next? I would really like to fix this problem soon.

Cheers
Bill

Gongadan

Newbie Joined: Apr 25, 2009 00:09 Messages: 12 Offline

Aug 12, 2011 15:33

Hi Bill,

Sorry to hear of your problem. I've been using PowerDVD for many, many years. Based on my experience, the first thing to try when you experience the type of crash you are reporting is to make sure PowerDVD is set to enable hardware acceleration. To do this, open PowerDVD and click on the little wrench/screwdriver icon (configuration). Open the Video tab and make sure "Enable Hardware Acceleration" is checked. Click OK to exit.

Good luck.

BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 13, 2011 09:23

Thanks for your tip, Gongadan.

However, hardware acceleration in PowerDVD 9 was enabled already.

Whilst Cyberlink software looks good, if it will not run on my new (well.. 3 week old) Win 7 Pro install, I certainly cannot commit to it, nor recommend it.

Any other suggestions?

Cheers
Bill

Gongadan

Newbie Joined: Apr 25, 2009 00:09 Messages: 12 Offline

Aug 13, 2011 18:22

If you've ever used run | msconfig to try startup without all the memory-resident applets, that's another thing. First, disable all the items under the startup tab plus all the non-Microsoft items under the Services tab (sort by Manufacturer). When you reboot if PowerDVD works consistently then you know you have a conflict. Then you can enable 1/2 of these items and troubleshoot by progressively narrowing down the enabled items until you isolate the conflicting applet.

BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 14, 2011 08:42

Hello again Gongadan - and others. Thanks for helping with this problem.

I ran msconfig and disabled all Startup items (interesting not many were checked and most were from Cyberlink - I guess because it's a reasonably fresh install of Win 7 Pro 64). Also disabled all non-MS services (again not that many). Rebooted, loaded bluray disk and unfortunately, crash - I get the same error message and the disk will not play.

For anyone else that may be able to help resolve this frustrating issue, here is some more information...

If I look at the Win 7 Event Viewer report of the crash message it reports
Faulting application name: PowerDVD9.exe, version: 9.0.3928.0, time stamp: 0x4d903dec
Faulting module name: nvd3dum.dll, version: 8.17.12.8026, time stamp: 0x4e3909fb
Exception code: 0xc0000005.

A bit of Google homework shows that the exception code 0xc0000005 is an access error; the faulting module is nvd3dum.dll which is an nVidia driver. A number of gamers playing various games using nVidia graphics cards have reported this as causing troubles - but I cannot find any solutions and I have already updated my nVidia GTS 450 drivers to the latest version - 280.26

Other people have suggested access errors may be a memory fault - but running Win 7 Memory Diagnostics Tool, does not reveal any problems.

Still waiting for this problem to be resolved

Regards
Bill

Gongadan

Newbie Joined: Apr 25, 2009 00:09 Messages: 12 Offline

Aug 14, 2011 09:22

You said you already have hardware acceleration anabled in Powerdvd video settings, so now try disabling it.

CyberLink-Joseph

Newbie Joined: Aug 24, 2010 21:59 Messages: 46 Offline

Aug 14, 2011 23:15

Hi

We're investigating your issue. In the meanwhile, can you test if PowerDVD 11 Trial can work in the same environment?

Download 30-day free trial from here:
http://www.cyberlink.com/downloads/trials/powerdvd/download_en_US.html?affid=2581_887_290_12410_0_ENU_powerdvd&utm_source=CLTR_PopularDownload&utm_medium=CLTR_PopularDownload_12410_powerdvd&utm_campaign=CL_Trial

BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 15, 2011 01:04

Hello All,

Gongadan
Sorry, I should have said in my earlier post where I indicated that Hardware Acceleration was already checked that I ran PowerDVD 9 with this switch both on and off. I am presuming that since this is a PowerDVD 9 software switch, I do not have to re-boot between each test.
This reminded me of my early programming days (many years ago) where some of my own DOS software running under Windows would not work unless I turned hardware acceleration off. Thought we may have been past this by now!

Joseph,
Thank you for your response. I am quite happy to try the trial. I am guessing I should un-install the OEM version of PowerDVD 9 before installing the trial. Yes? And should I run CLCleaner-PowerDVD9.0.exe before installing the trial?

However, this is consuming much of my time. If I cannot get the problem resolved soon, my "new" PC is going back to the shop and I will start again.

Regards
Bill

Gongadan

Newbie Joined: Apr 25, 2009 00:09 Messages: 12 Offline

Aug 15, 2011 10:47

Problems with not being able to load DVDs, Blu-Rays or virtual drives are common wirth PowerDVD in my experience. We have four computers in the house, and on one I couldn't get any version of PowerDVD (7, 8, 9, 11) to work under any circumstances untill I re-installed Windows and started over. Now I dread the day when the problem returns.

But I don't think the problem is the PC (or your PC). It seems like some sort of software conflict.

This message was edited 1 time. Last update was at Aug 15. 2011 10:48

CyberLink-Michael

Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline

Aug 15, 2011 11:48

@BillSee

please post the version and SR number of the originally installed PowerDVD - before applying any patch to it

thanks and br
Michael Technical Support

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BillSee

Newbie Joined: Aug 07, 2011 05:26 Messages: 17 Offline

Aug 15, 2011 23:30

Joseph,
I un-installed my OEM PowerDVD 9 version, downloaded the trial of v11 and installed it. All went OK and I registered the trial during the install process. I put a bluray disk in my player - had to select region as this was the first time - selected Australia. PowerDVD11 started to load the disk, a movie info window appeared on the right of screen, then quickly disappeared, and then..... NOTHING. The disc does not play, even after waiting 10 or more min. There are no play controls visible on the PowerDVD11 screen. The trial does not crash, so I have no idea what is happening, except that it will not play my bluray discs. Tried with a second disk - same result. If you click BD source, the disk title is listed correctly on drive D:\ in each case. The software is not locked up as it closes properly when X is clicked and it offers the BUY (!!!) option. FYI, look in Settings-Information and there is no info about my computer or this software - is this the trial behaviour?

Gongadan
Thanks for the frank admission about your like problems with different versions of PowerDVD. Looks like my new computer is one of those that has some conflict with Cyberlink software

I think the only thing left is for me to take my new desktop computer back to the shop - such a hassle - and get them to re-install (probably an image). The amazing thing is that the system works fine with standard PAL DVDs - only the Bluray discs fail to work.

Regards
Bill

CyberLink-Michael

Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline

Aug 16, 2011 03:30

Hi BillSee,

so you have set the Region for BD to "B" and playback still fails?

Br
Michael Technical Support

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