Article ID : 00007418 / Last Modified : 08/21/2019

Unable to play a Blu-ray Disc movie.

    NOTE: Some Blu-ray Disc® players may display the error Cannot operate this disc or No Disc Error.

    Follow the steps below to troubleshoot if the Blu-ray Disc player cannot read or play a specific disc.

    1. Make sure the disc is playable.

      • Make sure the inserted disc is compatible with the Blu-ray Disc player .
      • Check if the region code of the Blu-ray disc or DVD disc matches with the region code of the Blu-ray Disc player or the DVD player.

        NOTE: Check these articles below for additional information on the region codes for:

      • Try playing a different disc, to confirm if the issue is with the disc.

        NOTES:

        • When trying different disc, make sure it has similar specifications as the first disc you have tried.
        • If you do not have a different disc, try using the same disc to another player.
      • Make sure you have properly finalized any recordings made on a different player or recorder.
      • For a 3D Blu-ray Disc movie playback, make sure to use a Hi-speed HDMI® cable.
    2. Make sure the disc is in good working condition.

      WARNING: There is a risk of hardware damage. Do not use cleaning discs or disc/lens cleaners (including wet or spray types). These may cause the apparatus to malfunction.

      • If the top of the disc tray is dirty, wipe it using a soft dry cloth before placing the disc on the tray.
      • If there are any fingerprints, stains, or dust on the playing side of the disc, gently wipe it with a soft dry cloth. Be careful in doing so not to scratch the disc.

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      • If the disc is upside down, insert the disc with the playback side facing down.
    3. Make sure the settings of the Blu-ray Disc player is correct.

      • Power reset the Blu-ray Disc player.

        1. Remove the disc from the Blu-ray Disc player.
        2. Turn off the Blu-ray Disc player.
        3. Unplug the power cord of the Blu-ray Disc player from the electrical outlet.
        4. Let the player remain without power for one minute.
        5. Plug the power cord back into the electrical outlet.
        6. Turn on the Blu-ray Disc player.
      • Make sure that the Parental Control settings are not set to On.

        NOTE: Parental control settings can prevent certain discs from being played.

      • Make sure that BD ROM 24P Output setting is set to Off.

        NOTE: If the BD ROM 24P Output setting is set to On and the TV does not support this feature, you will see a blank screen on the TV.

      • Set the Output Video Resolution setting of the Blu-ray Disc player to the corresponding setting of the TV.
      • When playing a Blu-ray Disc that supports BD-Live™ feature, check the following:

        • An Internet connection is required. Check the network settings to see if the Blu-ray Disc player is connected to the Internet.
        • Set the BD Internet Connection setting in the BD/DVD viewing Settings menu to Allow.
        • If you cannot play the disc after setting the BD Internet Connection to Allow, set the same setting to Do Not Allow, and delete any conflicting BD-Live data from the BD/DVD Viewing Settings menu. Then, set the BD Internet Connection setting back to Allow, and try to play the disc again.
        • Certain Blu-ray Disc players may require that a USB memory device has been properly inserted into the EXT slot of the player prior to playing the movie. If the Blu-ray Disc player being used does not have an EXT input, skip this step.

          NOTE: The USB memory device may need to be re-formatted to FAT32 format or the existing files on the USB device must be deleted prior to using it with the player. Refer to the support website for details on how to format the USB to FAT32 file system.

      • Download and install the latest system software. This will ensure that the player is up-to-date on playback compatibility.

        NOTES:

        • If the player is connected to an active high-speed Internet connection, the latest system software update can be obtained through the Network section of the menu.
        • If the player is not connected to the Internet, use a computer to download the latest system software update.

    If you have completed all of the steps and you are unable to play any Blu-ray Disc movies, service may be required. Go to Product Repair.