HP not supporting Blu-Ray anymore?

I just updated to MediaSmart DVD Software v2.20 B. After the update I can no longer play Blu-Ray movies. I get the error "Format Not Supported". Windows Media Center won't play Blu-Ray's either. I E-mailed support, waiting an answer.

 

Here's HP supports response.

Hello George,
Thank you for contacting HP Total Care.

With a BluRay disc in the drive, click Start - Computer. Right click on the DVD drive and click Explore. Are you able to see the contents of the disc?

If Yes, we'll need to uninstall and reinstall the HP MediaSmart software. To do this, click Start - Control Panel - Classic View (top left) - Programs and Features. Right click on the HP MediaSmart DVD and click Uninstall. Follow the prompts to uninstall the software. Next, click Start - All Programs - Recovery Manager - Recovery Manager. Click Advanced Options - Software program reinstall - Next - Next. Select HP MediaSmart DVD - Next - Next - Finish. After the restart, attempt to play a disc again.

If No, we'll need to reinstall the DVD drivers. Click Start - Control Panel - Classic View (top left) - Device Manager. Click the + beside CD/DVD ROM Drives. Right click on the drive listed and click Uninstall. Once the DVD drive is no longer in the list, restart the computer. When it starts back up, test the drive again. You should now be able to read the contents of the disc in the Drive. If you can see them now, try playing the disc in MediaSmart DVD.

This should resolve the issue. If you need further assistance, please reply to this message and we will be happy to assist you further.

This is what happened.

The cd/dvd drive works fine.
I uninstalled the v2.20 B update.
I used the recovery manager and reinstalled the original MediaSmart DVD program.
I inserted a Blu-Ray disc and MediaSmart DVD opened. I got a message do I want to activate it, I answered yes.
I was taken to cyberlink.com to install a patch. I clicked and saved the patch.
I installed the patch, while installing it removed the original MediaSmart DVD and proceded to install another version.
While installing the file from cyberlink.com Norton Internet Security blocked the installation of 3 files saying they were Trojan viruses.
cldorz.dll
cldabcd.dll
cldorzd.dll
After this was done I put a Blu-Ray disc in the drive and MediaSmart DVD would not play the disc.

Waiting for a response from tech support.

 

Well 24 hours has passed and no answer from HP Tech Support.

 

Sorry but I don't know your issue as I didn't do the update. But keep us updated.

 

so norton blocked 3 dll you need to play blu ray ? turn off norton while doing what they told you . or make exceptions for those 3 dll in norton

 

It's recommended to stop any antivirus program while updating as it will prevent doing so. Some software also recommend stopping your antivirus programs while you intall their program.

 

Seeing as how HP Tech Support is in no hurry to help me with this problem I did some investigation into this problem.

I went to cyberlink.com's Support area and found in their Knowledge base an article on false reports of viruses in their Power DVD 9 program. Now I am assuming that there are components of Power DVD 9 used in HP MediaSmart DVD.

I uninstalled HP MediaSmart DVD.

I made the following exclusions in Norton Internet Security.
cldorz.dll
cldabcd.dll
cldorzd.dll

I downloaded the patch.
http://docs.cyberlink.com/multi/pat...29-03&ProductNo=HTS00006&AutoBuildID=00006835

This page says it's a patch but it is the entire HP MediaSmart DVD program.

I procede to install it. 99% of the way through it Norton Internet Security blocks the clda67b7.rra file from installing calling it a trojan virus. An .rra file is a temp file used in the installation process.

Now I'm back to square one.

I uninstall the program again.

I enter the following exclusion in Norton Internet Security.
*.rra to exclude all temp files created during installation.

I now install Cyberlinks patch AKA HP MediaSmart DVD. This time the install proceeded without a hitch, and HP MediaSmart DVD is now playing Blu-Rays fine.

The big question here is.

Why did HP remove Blu-Ray support from V2.20 B

 

Did you reinstall the old version of HP MediaSmart?

 

Yes I installed the previous version. v1.0.2221

After installing it the eject button on the MediaSmart panel would not work. I had to uninstall and reinstall the MediaSmart SmartMenu software.

 

Still no response from HP support on this issue. However they had the audacity to e-mail me a customer survey. Seeing how this is a family oriented site, I will not repeat my responses here.

 

This is pretty frustrating. I can't even uninstall Media Smart DVD from the Uninstall Programs list because it doesn't even show up there.

Without being able to uninstall to then install another version/update, I'm screwed.

I've tried installing various application updates from HP's website but they won't even install correctly.

 

Try using system restore

 

I just encountered same problem (except I don't have Norton)

has anyone received a response from HP yet? (if not, I guess I shouldn't waste my time, huh?)

I bought ths HDX18 (with blueray burner as well as player) specifically so that I can watch Blueray discs, so I'm pretty pissed now.

I'll keep watching this thread, and looking for other solutions online.

thanks.

Rick

 

What version od Media smart DVD are you using. What happens when you try to play a Blu-ray? What o/s... Vista or Win7. I had similar problems when I upgraded to Win7, & solved it by updating my video drivers & version of media smart DVD.

 

I am using Win7 Ultimate, and everything worked fine before that upgrade from Vista.
It will not play either Bluray or DVDs.
I updated the MediaSmart software on HP's update pages, with the latest version posted Jan. 2010. (don't know what the version is called, but I imagine Jan 2010 is the latest)
I updated video drivers as well from the HP update pages.

HP's response is that since I updated with Win7 product that was NOT from HP, they cannot help me. I am entitled to a FREE upgrade to Win7 according to their policy, since I bought the laptop in October '09 but three months of trying to get it from them has not produced any results.

what do you think?

Rick

 

If you downloaded the updates from the Win7 list from HP, you should have the right versions. Out of interest, what version is your video driver? Which BluRay drive do u have?

I wonder is it's woth uninstalling both your video driver software & MediaSmart DVD, reboot, then reinstalling. Might help.

Out of interest, what happens when you try to play a DVD or BluRay?

 

add that last file to Nortons whitelist and rerun the install again with Nortons turned off. It sounds like HP WILL support blu rays but nortons keeps blocking the files necessary to play them back. Tell nortons to shove over and your issue will probably be solved.