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  1. #1
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    Freezing blu ray

    Hi guys I wonder if anyone can help I have the htb3510/12 player and the last 2films I have bought, the hobbit and gravity have both frozen up on me I have installed all the latest updates but it's still no good, they both get through about an hour and a half then start to skip and then freeze up completely I have had both films replaced so don't think it's that and have done a lense clean. Any ideas other than buy them in normal format which I know works as I've tried it. It does play all my older blu Rays so it's got to be something else.

  2. #2
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    Guess nobody's interested then oh well I'll go buy from someone else in future.

  3. #3
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    Hello Tonyhunter,

    Thank you for your post.

    Can you please provide us with serial number of your htb3510 and serial numbers of mentioned discs?.

    Thank you
    Philips Moderation Team

  4. #4
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    I'd like to but have been blocked

  5. #5
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    Ok right lets do this serial number of player is kx1a1335250389 disc number is either 10000543970 or 5000195907 hope this helps.

  6. #6
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    Hello Tonyhunter,

    Support ticket has been registered for this issue. I'm awaiting solution. I will let you know once more information becomes available.

    Kind regards,
    Philips Moderation Team

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    Thank you

  8. #8
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    Hello Tonyhunter,

    I have checked this issue with technical team. This should be resolved with new firmware version. We will inform about new release on our website. Unfortunately official date is not known yet.

    Sorry for any inconvenience this will may cause.

    Thank you
    Kind regards,
    Philips Moderation Team

  9. #9
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    Mmmmm well thanks for checking, I hope there has been some finger wagging in the right directions and your clever people get on it soon. I'm not very happy about this at all.

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    I am also experiencing this problem on my HTB3510.
    It happens with some Blu-Ray's but not all of them. I can watch entire boxsets with no problems, yet some movies/boxsets stutter, pause, and eventually freeze. Latest one for it to happen to is Iron Man2, also Band of Brothers box set, and others.

    This is highly frustrating. It was only a few months ago that the firmware release before last broke the ability to play mp4's, now the Blu-Ray player can't play Blu-Rays???

    This is certainly the last time I ever buy anything Philips. I have plenty of Electrical Tech from other companies, and I don't even come remotely close to having anywhere near the same level of problems!

    I have also replaced the entire boxset of BoB (at extreme hassle) because I thought it was the discs themselves. This is truly maddening!

  11. #11
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    Quote Originally Posted by Martin99 View Post
    I am also experiencing this problem on my HTB3510.
    It happens with some Blu-Ray's but not all of them. I can watch entire boxsets with no problems, yet some movies/boxsets stutter, pause, and eventually freeze. Latest one for it to happen to is Iron Man2, also Band of Brothers box set, and others.

    This is highly frustrating. It was only a few months ago that the firmware release before last broke the ability to play mp4's, now the Blu-Ray player can't play Blu-Rays???

    This is certainly the last time I ever buy anything Philips. I have plenty of Electrical Tech from other companies, and I don't even come remotely close to having anywhere near the same level of problems!

    I have also replaced the entire boxset of BoB (at extreme hassle) because I thought it was the discs themselves. This is truly maddening!

    YET AGAIN, over a month goes bye without any response whatsoever!
    May 8th Pavel you stated that a firmware release would be available that would fix this issue, yet nothing...

    This behaviour of constant neglect from Philips is beyond acceptable or reasonable from such a supposed major supplier of electronic goods. I am referring my complaints, and your lack of responses onto my counties (UK) regulatory body for commercial enterprises. I am also going to forward copies of all correspondence & electronic media onto various media outlets. It is time that Philips (in light of their size), their inept support, and sheer negligence was brought to light on a more public scale. Your non existent after sale support is beyond disgusting. I will be purchasing replacement equipment from a more responsible and ethical electronics supplier.

  12. #12
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    Hello Martin99!

    Please excuse this extremely delayed reply!

    I am very sorry you feel this way about Philips and Philips’ products.

    For starters, can you please tell me when you bought your player? A firmware update was released a week ago, this update will solve the issue of the mp4 playback. Please install the update and perform a factory reset and make sure there is no disc in the device while it is being updated.

    Can you see something on the display of your device when this error occurs and is this reproducible?

    Finally, it would also be very kind of you if you could possibly provide me with the EAN codes of the discs that are not played. I will forward them to the R&D department for them to take a deeper look into the issue.

    Thank you in advance and once more please excuse this delayed answer.

    With kind regards,
    Philips - Katerina

  13. #13
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    I am pleased that you guys fixed the mp4 playback, which hasn't been an issue for some time.
    This is regarding Blu-Ray discs. I'd like to help with EAN numbers, but tbh I'm going to provide back the same level of support that we've been provided, so NONE. Take your pick, I didn't have a single Blu-Ray that any longer played the whole way through.

    My issues have been completely solved though, you'll be pleased to know, although at considerable expense. I bought a SONY replacement system, which works perfectly. Amazingly enough, it even plays all my Blu-Rays through to the end of the movies, the very same discs that wouldn't work on my Philips!!!

    I'm afraid I even tried to resolve my issues directly with Customer Support. Their response was to send in my unit at MY expense, and then PAY for a service to fix the problems that YOUR firmware broke.

    I am one customer who is letting you know that you have permanently lost me as a customer, entirely due to the unsatisfactory after-care provided. I suspect there are many many more who simply don't let you know. If you guys are wondering why your sales figures are possibly dropping, it's probably a lack of repeat customers. Hope that this info helps you out in the future before you lose too many more customers. Too late for me, but maybe not for others.

  14. #14
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    Hello Martin99!

    Once again I will have to beg your pardon for the delayed answer that resulted in your buying a new product. It saddens me to hear we have lost you as a customer as it is not what we want our customers to believe about Philips or to remember Philips by. In either case I am happy you found a solution that suits and pleases you.

    Please let me know if there is anything else I can do for you.

    Regards,
    Philips - Katerina

  15. #15
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    Hello forum members!

    Since this topic has been inactive for quite some time now, I will close it.

    If any similar issues arise, please open up a new thread or contact one of the forum moderators.

    Regards,
    Philips - Katerina

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