Article ID : 00030276 / Last Modified : 08/16/2015

The picture is frozen and the Blu-ray Disc player does not respond when pressing any of the buttons.

Applicable Products and Categories of This Article

IMPORTANT: This article applies only to specific products and/or operating systems. Check the Applicable Products and Categories section of this article before starting these steps.

Attempt a power reset to resolve this issue. To perform the power reset, press and hold the POWER button on the front of the Blu-ray Disc® player for 10 seconds. The Blu-ray Disc player should turn off. If it does not turn off, unplug the power cord from the electrical outlet.

IMPORTANT: The Blu-ray Disc player may require a firmware update. Downloads are posted on your model support page.

If the power reset did not resolve the issue and the most recent firmware is already installed, then service may be required.

For all Sony products (EXCEPT VAIO computers): To send your product to a Sony facility to be repaired or to check the status of the a repair, visit our eService web site.

  

For VAIO Computer products: Please call 1-888-4SONYPC (476-6972) for service information for your product. To check the status of your VAIO product repair, have your phone number or Best Buy service number available and call 1-800-433-5778.