Slow Loading Times for BDs. Why does it take so long to load my BDs? èThe loading times for a blu-ray disc is 30 seconds. When a customer switches from one disc to another, the lens will change which is what causes the delay. Blu Ray require different lasers to read the discs.
Booting Times. Why does it take so long to boot my BD? => The booting times for the BD is 20 seconds. When the set is booted, it takes a little long time to loading the OS program.
Ethernet Port. What is the purpose of the ethernet port onthe BD Player? => This is used for the unit to access a network dealing with interactive
BD movie menu. BD Player can support BD2.0 so that network function is active in the BD disc. Also, BD Player can support VOD service such as Netflix. (USA only)
Why is not the item downloaded through the network? => Make sure the customer insert the LAN cable into the Ethernet jack. Make sure the network is active. If it is active, the disc may have a problem. If not active, see the network section of OM.Firmware Update Availability. Firmware updates are available at http://us.lgservice.com that address some playback issues with movies. Go to device drivers and click on VD&VIDEO&SET-TOP. The firmware updates are available there.
- Advise the customer to download the firmware and unzip the file.
- Also, firmware updates are done by network.
- Select Home Menu ► Set-up ► Others ► Software update menu.
Reporting a problem that may require a firmware update to fix.
Quality and Engineering? => Get the micom version from the system information screen. Get the ISBN number from the back of the BD box cover (the number under the bar-code . Get the exact problem the customer is describing Email this information to Matt Wedgman so the issue can be reported to the factory.
Will Not Play Disc. Will Not Play Disc. The unit will not play a disc when a disc is inserted into
the player.
Is the disc inserted into the BD player properly? | NO | Make sure the disc has been inserted into the BD player properly. The player can not read a disc inserted into the unit upside down. |
YES | ||
What type of disc is the customer using? | NO | Determine the type of disc the customer is not able to play. If the customer is using a store-bought BD, then please skip the next three questions. If it’s a recorded disc, move onto the next question |
YES | ||
Did the customer burn this disc in a DVD recorder? | NO | Make sure the customer finalized the disc in the DVD recorder. Make sure the type of disc the customer is using is compatible with the BD player. If the customer initialized a DVD-RW in VR mode, make sure the owners manual has the RW logo to show compatibility for the VR format |
YES | ||
Did the customer burn the disc in a computer? | NO | Make sure the customer burned a compatible format (such as VCD, SVCD, or DivX). Make sure the file meets the specifications required for the player to play the disc. Check the owners manual for specifications. Disc may still not be compatible. Refer customer to section of OM regarding burned discs. |
YES | ||
Has the customer tried multiple discs? | NO | One disc with the problem is a problem with the disc. BD players can play scratched or dirty BDs (DVDs) and not have any issues during playback. Multiple discs with the issue can mean the lens on the BD player needs to be cleaned. Recommend a lens cleaner. Service BD if lens cleaner was used. |
Disc Freezes or Skips. The audio and video freeze and skip during play back of a BD or DVD disc.
Is the disc inserted into the BD player properly? | NO | Make sure the disc has been inserted into the BD player properly. The player can not read a disc inserted into the unit upside down. |
YES | ||
What type of disc is the customer using? | NO | Determine the type of disc the customer is not able to play. If the customer is using a store-bought BD, then please skip the next three questions. If it’s a recorded disc, move onto the next question. |
YES | ||
Did the customer burn this disc in a DVD recorder? | NO | Make sure the customer finalized the disc in the DVD recorder. Make sure the type of disc the customer is using is compatible with the BD player. If the customer initialized a DVD-RW in VR mode, make sure the owners manual has the RW logo to show compatibility for the VR format. |
YES | ||
Did the customer burn the disc in a computer? | NO | Make sure the customer burned a compatible format (such as VCD, SVCD, or DivX). Make sure the file meets the specifications required for the player to play the disc. Check the owners manual for specifications. Disc may still not be compatible. Refer customer to section of OM regarding burned discs. |
YES | ||
Has the customer tried multiple discs? | NO | One disc with the problem is a problem with the disc. BD players can play scratched or dirty BDs (DVDs) and not have any issues during playback. Multiple discs with the issue can mean the lens on the BD player needs to be cleaned. Recommend a lens cleaner. Service BD if lens cleaner was used. |
Can Access Menu, but Not Play a Movie. The disc menu is displayed but the disc will not play.
Check the system information screen of the BD player. | NO | Go into the system information screen of the BD player. To access this menu, bring up the main menu. Go to TV aspect, highlight 16:9, press 1397139 and hit enter. If sold in the US, this should be DVD region code 1 and BD region code A. In case of HD-DVD, there is no region code. |
YES | ||
What is the region code of the BD disc? | NO | If the region code of the BD disc is not A, then the BD disc will not play on a player sold in the US. The player can play only BD discs labelled same as the rear of the unit. |
YES | ||
What is the region code of the DVD disc? | NO | If the region code of the DVD disc is not 1, then the DVD disc will not play on a player sold in the US. The player can play only DVD discs labelled same as the rear of the unit. |
YES | ||
Is the disc locking up on a disclaimer screen when the customer presses play? | NO | The disc locking up on a feature needs to be reported to Q&E. See instructions on reporting problems to Q&E. For a work around the problem, advise the customer to access the chapter list. Start play back from chapter 1 to start the movie and avoid any feature lock ups. |
Aspect Ratio.
The customer has bars on the top and bottom of the screen, the left and right of the screen, or both.
Is the movie wide screen or full screen? | NO | A full screen movie played on a wide screen TV will have bars on the left and right side of the TV. The customer needs to make sure they choose the appropriate type of movie they want to view. |
YES | ||
What is the aspect ratio of the DVD disc being played? | NO | If the aspect ratio is 1.33:1 then the movie is set up for full screen viewing. Bars will appear on the left and right side of the screen if the TV is wide screen. If the aspect ratio is 1.85:1 or 2.35:1, then there will be bars on the top and bottom as that ratio is bigger than wide screen TVs |
YES | ||
What is the aspect ratio of the BD player set at? | NO | Make sure the BD player aspect ratio is set to the appropriate setting, depending on the aspect ratio of the TV. If the customer chose 4:3 Letterbox, then bars will appear on the top and bottom. The customer can choose the pan-scan setting to get rid of the bars. |
YES | ||
What is the resolution of the BD player set at? | NO | Try changing the resolution to 480p. 720p, 1080i and 1080p resolution require a widescreen aspect ratio which means bars will be placed on the left and right side for full screen movies. |
YES | ||
What is the aspect ratio of the television set at? | NO | Make sure the aspect of the television is set appropriately. If the aspect ratio of the television is set at 4:3 when the TV is wide screen, then a wide screen movie will show up as letterbox with bars on the top and bottom and bars on the sides. |
Unit Won’t Up-convert
The customer has a problem with getting the unit to change resolutions to 480p, 720p, 1080i, or 1080pIs the disc currently playing? | NO | Ask the customer to press stop to stop the disc from playing. Ask the customer to press the resolution button to change the resolution. The BD player will not change resolutions while the disc is playing. |
YES | ||
Is the customer using component (red, blue, and green) cables? | NO | Discs with copy protection will not upconvert above 480p when using component cables. The component output does not have HDCP (high-bandwidth digital content protection) compliancy which causes the BD player to switch from 720p or 1080i to 480p |
YES | ||
Is the customer using any sort of adapter cable? | NO | RGB to DVI or RGB to HDMI adapters will not upconvert. RGB outputs and inputs are not HDCP compliant. If the customer sees an error message about HDCP, this is the issue. Copy protected discs will not up-convert when HDCP is not found on the input or output |
YES | ||
Is the customer using an HDMI or DVI cable? | NO | Regular discs can convert to 1080p over the HDMI output and only the HDMI output. The TV has to have HDCP compliancy on the HDMI input. The display has to accept the resolution (480p, 720p, 1080i, or 1080p). |
YES | ||
Is the customer using an HDMI to DVI cable? | NO | Some movie companies will not allow their discs to up convert past 480p. If only one disc poses a problem, then the issue is the disc. The customer will need to try multiple discs. |
YES | ||
Has the customer tried multiple discs? | NO | One disc not up-converting means the disc may not up convert. Some movie companies will not allow their discs to up-convert. If multiple discs display the issue, remove the disc and change the resolution with no disc in the unit. If resolution will not change, the unit needs service. |