Article ID : 00050289 / Last Modified : 11/05/2013

When using the PowerDVD software I get software errors, the Blu-ray disc is not detected, or there are movie playback issues.

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Follow these steps to troubleshoot various Cyberlink® PowerDVD® software issues.

IMPORTANT: Before beginning this procedure, click the download and install all available driver, system and application updates. Downloads are posted on your model support page.

  • If BluRay movies are not playing properly:
    • Verify that the BluRay® disc you are attempting to play is not damaged.
    • Test other BluRay movies that have been known to work in the past.
    • Test CD, DVD or program discs.
  • If CD, DVD or BD discs are not being detected:
    • Verify that all available BluRay disc drive updates have been downloaded and installed. Downloads are posted on your model support page.
    • Troubleshoot and resolve the condition where the optical drive is missing from My Computer .
    • If CD, DVD or BD discs are still not being detected, 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.

  • If there are PowerDVD software errors: