Announcement: Our new CyberLink Feedback Forum has arrived! Please transfer to our new forum to provide your feedback or to start a new discussion. The content on this CyberLink Community forum is now read only, but will continue to be available as a user resource. Thanks!
CyberLink Community Forum
where the experts meet | Advanced Search >
Forum Index » PowerDVD (previous versions)
  • Recent Topics
  • |
  • Register
  • |
  • Login
PowerDVD 11 Ultra cannot read anymore my blu-ray..
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 16, 2011 15:07
When i bought it (2 days ago), it was working even if it was bugged (video corruption fox blu-ray). Now it won't read any of my 300+ blu-ray.. very disappointing as i got previously PowerDVD 9 Ultra upgraded from version 7 which worked fine. I switched to full version of PDVD 11 to get access on fox new blu-ray Conan & Star Wars..

Yesterday it asked me to download an update called "acer_arcade" from the cyberlink website if i wanted to play blu-ray, so i did it (cancelling upgrade won't start the movie).. it installed something called "powercinema" on my computer. I then relaunched PowerDVD, click on the play icon, the BR disc is launched in the BR drive.. then it stop without any warning on my application..

Not very enjoying

Informations required :

PowerDVD full Version
Yes, PowerDVD 11 Ultra

PowerDVD Trial Verison?
No.

PowerDVD SR Number (when click on "CyberLink in left top - SR NUMBER IS NOT THE CD-KEY!!)
SR Number : DVD110628-02

PowerDVD TR Number (if shown)
TR Number : TR110826-012

Operating System (including x86 or x64 Bit Version)
Windows 7 Pro x64

Do you use administrator or restricted user account?
Administrator

Is your PowerDVD a Retail product or bundles with HW?
Digital version on Cyberlink webstore.

Used VGA
ATI Radeon 5870 (Sapphire Vapor-X model)

Used VGA driver version
Catalyst 11.4

Used Audio device
Asus Xonar Essence STX

Used Audio device driver version
Driver 7.12.8.1793

The Audio setting in PowerDVD and in OS (default devices)
Stereo both.

Used ODD drive (full model name and Firmware Version)
LG CH10LS20 with firmware 1.01
Samsung SH-B123L firmware 1.0

Used Display(s)
iiyama ProLite B2403WS

Which kind of display connection (HDMI/DisplayPort/VGA/DVI)
DVI

Whcih Display refresh rate do you use while Playback (24/25/50/60/120/...)
60Hz

Are you using single or dual monitor environment
Single monitor.

Are you using clone or extended mode (if use two display)
N/A

(3D only) Please provide detail info about 3D setting in PowerDVD
N/A

What kind of Antivirus SW are you using
MicroSoft Security Essentials

Which Internet Browser Software is installed
Internet Explorer 9.0, Firefox 4, Google Chrome 13

Do you use virtual ODD (e.g Daemon Tools)
Nope.

The detailed issue description
Click on the "play" button, BR drive is working for few seconds then it stop and PowerDVD does nothing.

 Filename
DEBUG_CLDetect_DRAGON_2011_09_16_21_06_08.zip
[Disk]
 Description
Cyberlink BD Advisor log
 Filesize
2 Kbytes
 Downloaded:
426 time(s)
 Filename
DxDiag.txt
[Disk]
 Description
DxDiag
 Filesize
41 Kbytes
 Downloaded:
364 time(s)

This message was edited 6 times. Last update was at Sep 17. 2011 09:21

CyberLink-Michael [Avatar]
Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
[Post New] Sep 17, 2011 09:37
Hi,
can you please let me know the version of the Acer Arcade on your platform?

thanks
Michael Technical Support

Werde Facebook Fan
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 17, 2011 09:39
How can i see it ?
Even if this program installed itself while upgrading my powerdvd i haven't seen new icon/program on my Windows.

What is the acer arcade program for ?
CyberLink-Michael [Avatar]
Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
[Post New] Sep 17, 2011 09:43
Hi,

try to start the MCE and find AcerArcade logo

Br
Michael Technical Support

Werde Facebook Fan
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 17, 2011 09:47
There is only PowerDVD 11 in Windows Media Center program.
Edit : I don't use Media Center, i always started PowerDVD on Windows 7 since i got PowerDVD 9 Ultra.

This message was edited 1 time. Last update was at Sep 17. 2011 09:57

Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 18, 2011 11:00
Don't know if that can help, i've managed to find a DVD in my Blu-Ray collection, the DVD are working at least. But i didn't bought PowerDVD 11 to play DVD of course.

No new idea ? Maybe waiting next build ? (the one for Fox BR)
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 19, 2011 14:50
Build 2114 doesn't solve my problem, i am still unable to read any Blu-Ray of my collection.
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 20, 2011 18:36
Any news on your side Michael ?

On my ticket with support they made me check my computer can run BR with BD Advisor.. as if i were buying a software without the requirements :p

Not wasting my money like this. Do you have some good news for us ?
CyberLink-Michael [Avatar]
Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
[Post New] Sep 21, 2011 06:42
Hi,

I suggest that you contact our support team about your issue

thanks
Michael Technical Support

Werde Facebook Fan
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 21, 2011 14:51
I did it.. they want me to contact Acer because your own software forced me to download through the cyberlink update website the "acer_arcade.exe" program.

I haven't an hardware or software from Acer on my computer, even the acer arcade program is not installed after running the update through your website.

So i don't know why acer will help me to make work Cyberlink PowerDVD 11 on reading blu-ray.
I've replied back to the support team, hoping they find a solution before i am being forced to claim a refund :/

This message was edited 1 time. Last update was at Sep 21. 2011 14:54

CyberLink-Michael [Avatar]
Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
[Post New] Sep 21, 2011 14:58
Hi,

it is strange - becasue Acer Arcade is only bundled with Acer machines.

some things I can see:
- please update your VGA driver the current onw is not WHQL and is not the latest one.
- please let me know the SR and Version (not CD-KEy) of the original PowerDVD you used?

br
Michael Technical Support

Werde Facebook Fan
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 21, 2011 15:01
The original one are on the first post.

I don't know the one from my old powerdvd 9 ultra because i uninstalled it & clean the registry with CCleaner before installing PowerDVD 11.

I didn't want to take the upgrade version, already got trouble with PowerDVD 7 to 9 upgrade so i directly bought the full digital version of PowerDVD 11

PowerDVD SR Number (when click on "CyberLink in left top - SR NUMBER IS NOT THE CD-KEY!!)
SR Number : DVD110628-02

PowerDVD TR Number (if shown)
TR Number : TR110826-012

Downloading latest WHQL Catalyst driver right now.

This message was edited 2 times. Last update was at Sep 21. 2011 15:03

Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 21, 2011 15:21
Even with the latest WHQL Catalyst driver it won't work. Same problem, click on play, it reads the disc for few sec and stop without beginning the play.
CyberLink-Michael [Avatar]
Senior Contributor Location: Europe Joined: Apr 18, 2007 04:05 Messages: 7418 Offline
[Post New] Sep 22, 2011 04:50
can you please let me know your Case ID ?

Michael Technical Support

Werde Facebook Fan
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 22, 2011 04:54
There is 3 numbers in the last mail (it changes everytime the support answer me)

ID:[204589] Re: ID:[204517] Re: ID:[204297]

This message was edited 3 times. Last update was at Sep 22. 2011 05:30

Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 22, 2011 05:30
Humpf, okay find it on cyberlink website

Ticket ID: CS001058443
Paulochon [Avatar]
Newbie Joined: Sep 07, 2011 13:21 Messages: 26 Offline
[Post New] Sep 23, 2011 15:56
Not cool but i am were forced to try it.

I've download "ArcSoft TotalMedia Theatre 5" trial version (thanks ArcSoft to allow trial user to read Blu-Ray without any limit except 15 days trial!!).
The blu-ray plays fine on my PC, i've already seen Scarface & Star Wars Episode 1 without any crash or glitches on the movie.

So there is really a big problem with PowerDVD Ultra 11. I am a very kind customer, i leave you 15 days to fix the problem. After that i will use my 30 days right after the purchase date to claim a refund and move to the other SoftWare.

Hope to get nice information & patch very soon.

Happy Customer with a trial BR player

This message was edited 1 time. Last update was at Sep 23. 2011 15:57

Powered by JForum 2.1.8 © JForum Team