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pinkangel
08-11-2011, 10:49 PM
We have been experiencing some problems with our player not loading blu-ray discs. It plays DVDs OK. I have updated the software to the latest version and now even more discs are not loading, that have worked fine in the past. For example, out of the Dr Who specials box set, 2 discs work and 2 don't. This is really frustrating. i thought Blu-ray was supposed to be the way forward! Can anyone help with this?

kwinnie
08-12-2011, 03:32 AM
How many disc you have with this issue?
So usually, you have to give the EAN (disc bar code number) to Philips, they then order disc and try reproducing the issue...
I dont have this player, but I have BDP5100/ BDP9600/ BDP3200

and this doesnt happen to me...

TroughtonChard
08-16-2011, 07:59 PM
I am having the same problem with the BDP3100/05 model...I only bought it 3 months ago in the HMV sale and last week it rejected all the Blue Rays I have bought...it plays dvds fine. I have updated the firmware and also tried resetting it to factory settings and yet it still comes up unknown disc when a blue ray is inserted...brand new titles and older ones it makes no difference.....all of them worked prior to last week and now none of them are recognised.

kwinnie
08-17-2011, 08:35 AM
Hi TroughtonChard,
So you did an upgrade a week before as well? After that the Blu-rays dont play? This is weird. Still thinking if you can give one or two EAN (Bar code number might help).

Kind regards, Kwinnie

kwinnie
08-17-2011, 08:42 AM
by the way, can you give the below information also?
1. exact firmware version (can check through SETTINGS>ADVANCED>VERSION INFORMATION)
2. the serial number of your model. (can be found on the label at the back)

TroughtonChard
08-17-2011, 03:14 PM
I actually updated the firmware after the problem started in case the update would get the discs working again.....bought 3 more discs brand new yesturday and none of them play either....at work at the moment but will endevour to get the info on here later.

TroughtonChard
08-17-2011, 03:16 PM
Also can't help noticing that the first disc that refused to work was Doctor Who series 5 disc 1 and pinkangel's problem started with a Doctor Who disc also.

TroughtonChard
08-17-2011, 09:14 PM
k my serial number for my BDP3100/05 is KX1A1006610687 the firmware is system sw:1.42
Mac:00-1C-50-2D-E6-3E
EANs
5 055201 812186 Cargo
5 051368 207636 The Italian Job
5 050582 726053 Shaun of the Dead
5 051368 203430 Zulu
5 039036 044776 Alien Anthology (none work)
7 321900 798389 2001 A Space Odyssey
5 051892 004749 2010
5 039036 045926 Family Guy It's A Trap
5 055201 808080 Hardware
5 051561 000829 Doctor Who Series 5:Vol 1
5 050629 650112 Close Encounters of the Third Kind
5 055201 808998 Time Bandits
5 060020 627767 Withnail and I
5 050582 726046 Hot Fuzz
5 050582 769302 Kick-Ass
7 321900 161039 300
5 051368 214238 Watchmen
5 050582 577013 The Thing
5 039036 042376 X-Men Quadrilogy (no discs work)
5 050629 720914 Labyrinth
5 050582 823974 Paul
5 055201 808509 Terminator 2
5 050629 414486 Terminator 3
0 25192 01997 5 The Last Starfighter
5 050629 014617 The Dark Crystal
5 039036 045438 Predators

Which funnily enough is every single blue ray....unknown disc

kwinnie
08-18-2011, 03:18 AM
it seems to be a loader prob if you have "unknown disc" error message...

Philips - Remko
08-22-2011, 08:11 AM
Dear Users,

Please get in contact with your local call centre http://www.philips.com/global/index.page

Kind regards

kwinnie
08-23-2011, 03:47 AM
if you are getting your device to repair, please keep us informed of the updates :D
so that we can see if this is the "correct way" to have this kind of problem solved...

TroughtonChard
09-12-2011, 03:35 PM
Ok now seriously not happy....emailed phillips and told them of problem...they first suggested I buy a lens cleaning kit (been there done that got the t-shirt), was then advised to contact one of the support numbers.
Rang and got put through to specialist and explained the problem ..he straight away said it sounded like a problem with the unit. He asked when and where I purchased it and said could I inform him how much I paid. I replied I'd got it in the hmv sale for 60 pounds. He then said he'd consult with a colleague. After a couple of minutes he returned and said the price I paid meant it was not cost effective to send someone to pick it up, repair it and send it back and I should return it to the store for an exchange. I replied that all I had as proof of purchase was the print out on my hmv loyalty card and even though that had the price, date and time and transaction number on it hmv would not accept it as proof of purchase and they did not have any of the units in stock anyway.
I said I was not happy as the unit was still under warranty and that even though I had only paid 60 for it (which is a lot of money to me...but obviously not enough for phillips) and was now left with no blue ray player and no recompense for it being faulty. I was simply told there was nothing else they could do and the call ended.
So now I am left 60 pounds out of pocket and have a blue ray player that doesn't play blue rays....I am never going to buy anything from phillips ever again and will be instructing everyone else not to either....appalling customer service even though the people I spoke to were nice...the result is most unsatisfactory. I will be trying to take this further now.

Oscar
09-13-2011, 09:35 AM
Hi, if still under warranty then your dealer, internet dealer or who ever where you bought it from is responsabel to help you with an exchange or service. This has nothing to do with Philips but with bad service from where you bought it from.

kwinnie
09-14-2011, 11:00 AM
I think so, in different countries this works quite differently.
For some, they have exchange (will refer to the dealer for exchange); for repair, it might go to the service centre directly/ through dealer to service centre... I think they are trying to refer you to the dealer (in case it may have exchange)...just the way they present is not that nice. (maybe something deal with soft skills i think...)

Philips - Remko
09-14-2011, 11:50 AM
Hi TroughtonChard,

Please check your personal messages.

Regards,

ItsYerDa!
12-09-2011, 08:47 PM
I'm having the exact same problem with the same model, pretty much all it plays is DVD's now however i managed to get 9 months out of mine. A quick google of the model number tends to suggest this is a common problem!

TroughtonChard
12-10-2011, 01:14 AM
I eventually got mine replaced but had to go to the very top before getting a satisfactory solution. The fact that returning it to the dealer is ignoring the fact that the goods were faulty (surely not the dealer's problem or mine),is a cop out in my opinion as the dealer may not have (as in my case) another model to exchange, especially if it was a sale purchase, neither does it excuse phillip's policy of not exchaging the model because it is 'not worth the money' to do so. As a customer of the company, there should be a standard whether I spend 60 or 600.
I do have another model now and have the problem of HDCP not allowing HDMI leads to function even though my TV is only a couple of years old and supposedly HD compatable (don't know if this is a problem with the blueray or the LG tv so not going to cast aspertions this time), it is seemingly never ending the problems with todays technology.Gone are the days when things such as TVs, Washing machines etc had 10 year garuntees and would last seemingly way past that.

ItsYerDa!
12-10-2011, 01:35 AM
I really cant be bothered with problems of getting the device fixed as i have lost the receipt and don't have proof of purchase, so i have jumped ship and have just ordered a Sony S380.
It's Phillips loss however as my sister is getting a blue ray player as a christmas gift from myself and she is also getting a Sony unit!
Disappointed with Phillips, i don't expect it to last 10 years but 9 months is not good enough.

JNagarya
05-23-2012, 03:22 AM
We have been experiencing some problems with our player not loading blu-ray discs. It plays DVDs OK. I have updated the software to the latest version and now even more discs are not loading, that have worked fine in the past. For example, out of the Dr Who specials box set, 2 discs work and 2 don't. This is really frustrating. i thought Blu-ray was supposed to be the way forward! Can anyone help with this?

Most/all DVD players have a tiny adjusting screw on the circuit board very near the laser lens. It is used to properly "center" the lens so it tracks properly in relation to the DVD tracks.

Adjusting that very slightly will adjust the lens from side-to-side. It's a trial-and-error-process.