Troubleshooting DVD & Blu-ray Problems

Having trouble viewing your DVD or Blu-ray disc? Do certain discs skip, freeze, or just not play? Before you return the disc, you might want to try the following:

• Check your disc for dust or physical damage.
  • If disc is dusty, clean it with a soft, clean cloth.
  • If disc is damaged (cracked, chipped, scratched, etc) you may return for replacement or refund by visiting the online Returns Center.


• Make sure your player has the most up-to-date firmware.
  • For Blu-ray discs updating the firmware on your Blu-ray player may solve the problem. Firmware is software that exists in a Blu-ray player and can be upgraded to fix a technical problem to meet new industry standards.
  • For more information on how to take make these updates, please visit: www.amazon.com/firmware


• Make sure you're using the correct player.
  • If you aren't using the correct player, you may see an error message like "blank disc," "bad disc," or "disc unreadable."
  • Blu-ray discs can only be played in Blu-ray players. However, DVDs can be played in a Blu-ray player.
  • Discs are intended for use in a specific region. (The U.S. and Canada use Region 1.) Check to make sure you are using the correct regional player for your disc. See the DVD Region Encoding Help page for more information.


• Check the cables and settings on your sound system.
  • If you're having trouble with the sound, make sure your cables are secure and the settings on your sound system are correct.


• Try playing the disc in another player.
  • If you have experienced the same problem in a 2nd player, visit the online Returns Center.

For more answers to frequently asked questions about DVDs, click here.