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05-26-2009 12:46 AM
Thank you for contacting HP Total Care.
I understand that this is very frustrating. The reason that you are having problems viewing the Blu-Ray is the security encryption that the distributors of the movies have used to prevent piracy.
The updates that the system is looking for are actually run through the Media Smart designers, not Hewlett-Packard. If you are running a firewall please turn it off before running the updater.
Update from MediaSmart
The MediaSmart updates and enhancements console provides an area where you can easily review and download the latest product upgrades and enhancements. To open MediaSmart updates and enhancements mode:
1. Click the Settings control in the DVD control panel, and then click the Update tab.
2. Click the listed update.
3. Click Download and follow the on-screen instructions.
If you are still not able to view the new Blu-Ray disks, the run the updater periodically over the next several days, as Media Smart will release the update as soon as they get it.
This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please visit our Web site
HP Total Care
Media Smart will release the update as soon as they get it.
Well Cyberlink isn't releasing the updates as soon as they get them. The movie companies release the new encryptions to software vendors well in advance of the movie being released. Check out the forums at Cyberlink. There are many posts there with people complaining of movies not playing. Corel and Arc Soft make movie viewing programs also, I'll be checking those out next. HD DVD why did you surrender. WHY WHY WHY.
06-18-2009 10:40 PM
Are you having problems with HP’s QuickPlay and the newer Blu-ray discs? So am I. But I know what is causing my problem.
HP’s QuickPlay has an issue when used with McAfee for certain Blu-ray discs. I have found the root cause of the problem and I know what the solution is, but I cannot get a correction from HP.
Before I explain the problem, I need to supply some details.
Blu-ray profile 1.0 will play Blu-ray Discs along with the commentary, pop-up menus and commentary tracks and requires no local storage.
Blu-ray profile 1.1 includes picture-in-picture support called BonusView and requires 1GB of local storage along with secondary video and audio recorders.
Blu-ray profile 2.0 is the same as profile 1.1 but also requires an Ethernet connection to the Internet for additional content.
Depending upon when the Blu-ray video disc was manufactured, it will meet one of the three standards. However, Profile 1.0 players should play Profile 2.0 discs. They just cannot perform any of the additional features. I have a Sylvania profile 1.1 player that plays all of my Blu-rays including my Iron Man movie that is a profile 2.0 BD-Live disc. However, the Iron Man disc will not play using HP’s QuickPlay software on my HP dv5se notebook system that is running McAfee 12.1 VirusScan.
After four fruitless calls to HP, (and one to McAfee,) and having them root around my system on four different occasions, spending over 5 hours on the phone, all I have is two promises from HP that a second level technician will call. (So far, no calls but I do have some wonderful trouble ticket numbers!) I documented the problem with screenshots and other information in a PDF that they reviewed on my system to no avail.
But as I said at the beginning of this story, I know the root cause! All I want to do is make HP aware of the problem so that they can get a fix. This issue has been batted around the web for a while; and being a former level 3 tech, I decided to determine the root cause on my own.
Here is the problem: McAfee (version 12.1 and possibly other versions and virus scanners) flags the HP’s version of the file CL264DEC.AX as a virus. It gets quarantined when you try to install it. If you turn off McAfee and install it, all is well. However once you turn McAfee back on, the file is removed and Profile 2.0 disks fail to play properly using QuickPlay. Notice that I said HP’s version of CL264DEC.AX because this problem does not occur with other versions of this file.
I know that HP’s QuickPlay is actually written by CyberLink. If you reinstall QuickPlay and go the additional updates page you can see that CyberLink actually is the original equipment manufacturer. (This is annoying because QuickPlay seems to always want to update itself even when you reinstall from the HP website.)
Furthermore, if you download CyberLink’s trial version of PowerDVD, you will see it also has the file CL264DEC.AX. HOWEVER, THE CYBERLINK VERSION INSTALLS WITHOUTD INCIDENT AND IS NOT QUARENTEED BY MCAFEE WHILE HP’s VERSION FAILS! Furthermore, if you rename the CyberLink file and move it or delete it, PowerDVD exhibits the same errant behavior as QuickPlay. Unfortunately replacing HP’s version of CL264DEC.AX with the version from CyberLink does not work and is probably not a legal thing to do.So, the resolution is for HP to obtain a compatible version of CL264DEC.AX that can be scanned by McAfee without being identified as a virus.
1. I think that HP should get a copy of Iron Man or any other problem Blu-ray disc, load McAfee and run a test. They can then work with CyberLink or McAfee and resolve the issue.
2. The other alternative is for CyberLink to run the test and to include a working download in their current update of QuickPlay. Either of the first two approaches would be fine by me (and everyone else having issues).
3. The last alternative is for me to purchase a copy of CyberLink PowerDVD to do what QuickPlay (by CyberLink) is supposed to do. (UGH!)I have worked with and used HP products for a long time and I know they will do the right thing
06-27-2009 12:11 AM
O.K., it appears that nobody seems to understand the extent of the problem even though I thought I had explained it as clearly as humanly possible. I will give it one last try and then if that doesn't work I'll just throw up my hands and except defeat.
This problem has nothing to do with new Blu-Ray discs. The discs in question have initially played in the BD-ROM and these same discs no longer play. The BD-ROM does recognize DVD's.