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.

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IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

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.

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