If you are unable to get a particular Blu-Ray Disc to play properly, there are a number of troubleshooting steps that you can follow to resolve the issue.

Check For Firmware Upgrades

Whenever a new firmware version is released, we include Blu-ray Disc compatibility fixes designed to ensure that you do not run into any playback issues with newly released Blu-ray Discs. Assuming the player is connected to the Internet, the easiest way to update the player's firmware is by following the steps below:

  1. From the Setup Menu, select Device Setup.
  2. Select Firmware Upgrade and then select Via Network.
  3. Follow the prompts to upgrade the firmware.
  4. The player will automatically turn off when the firmware update is complete. Turn the player back on.
  5. Follow the on-screen prompts to Reset Factory Defaults.
  6. Attempt to play the disc again.

If your player is not connected to the Internet, click here for additional firmware upgrade options.

Clear Persistent Storage

If your firmware is already up to date, or if the firmware update did not resolve the issue, the next step is to erase the player's Persistent Storage.

  1. From the Setup Menu, select Device Setup.
  2. Scroll down and select Persistent Storage.
  3. Select Erase Persistent Storage (or Erase BD-Video Data on the BDP-93AU) and select OK.
  4. Turn the player off and then back on.
  5. Attempt to play the disc again.

Turn Off BD-Live Network Access
In some rare cases, having BD-Live enabled can make discs take an exceptionally long time to load and may even result in discs not loading at all.
  1. From the Setup Menu, select Network Setup.
  2. Select BD-Live Network Access and set it to Off.

If the issue persists after following these steps, please contact us for further assistance.