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Movie (Blu-ray Disc / DVD) not loading or playing on PS3

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[PS3™ system] Updated 05/06/2013

There are three main sections below to help you determine why movies may not be loading or playing.


What's happening?


No Movies Load

Some Movies Load or Freeze

Specific Problem



No Movies Load

  • Turn off the BD 1080p 24Hz Output(HDMI) option

    If the Blu-ray Disc™ does not support 1080p 24Hz video mode, the video output may not display properly. Go to [BD 1080p 24Hz Output(HDMI)] under Settings icon (Settings) > Settings icon (Video Settings) and select "Off".

  • Restore Default Settings

    Click here to learn how to restore default settings.

  • Try a different disc

    Try playing different CDs, DVDs, and games on the PS3 console to see if the problem exists across multiple discs.

  • Blu-ray Disc accessing BD-Live content

    If a Blu-ray Disc movie is not loading properly or is freezing on a title screen, this may be caused by the PS3 attempting to download BD-Live content from congested movie studio servers. If you experience this issue, you may choose to temporarily bypass the BD-Live content until the congestion at the movie studio servers has cleared.

    Go to Settings icon (Settings) > Settings icon (Video Settings) > [BD Internet Connection], select "Confirm". Then reload the Blu-ray movie and the PS3 will prompt you if you wish to allow the disc to access BD-Live content. Choose to not access BD-Live content to see if the movie will now load.

  • Inspect the disc

    If the disc is scratched, the PS3 may not play or the game may skip while being played. If the disc is smudged, attempt to clean the disc. To clean the disc, use lint-free cleaning cloths made specifically for cleaning CD/DVD discs, sold at computer software stores. When cleaning the disc, we recommend starting from the innermost circle, and wiping out to the edge in a straight line. We do not recommend wiping in a circular motion, as it may create more scratches on the disc.

    Note: Other materials, such as a paper towel or a T-shirt, may also scratch the disc. If there are any scratches, smudges, or fingerprints on the disc, it may not function properly. Also, do not use or insert any CD/DVD drive cleaners into the PS3 as doing so may cause damage to the system.

  • Issues with videos from the PlayStation®Store

    Click here to make sure you are following the proper instructions when downloading videos from the PlayStation Store.

    If you continue to have issues with videos purchased from the PlayStation Store, please call our Consumer Services department for further assistance.

    Consumer Services Department
    (800) 345-7669

    View our Contacting Support page for hours of operation and additional ways to receive support.

  • If these steps did not help, click here for available service options

FAQ

[TOP]

Some Movies Load or Freeze

If you are having problems playing or loading some of your movies, please try the following troubleshooting steps as they may resolve the problem.

  • Try a different disc

    Try playing different CDs, DVDs, and games on the PS3 console to see if the problem exists across multiple discs.

  • Restore Default Settings

    Click here to learn how to restore default settings.

  • Issues with videos from the PlayStation®Store

    Click here to make sure you are following the proper instructions when downloading videos from the PlayStation Store.

    If you continue to have issues with videos purchased from the PlayStation Store, please call our Consumer Services department for further assistance.

    Consumer Services Department
    (800) 345-7669
    Sunday through Saturday 6:00 a.m. - 10:00 p.m., Pacific Standard Time

  • Turn off the BD 1080p 24Hz Output(HDMI) option

    If the Blu-ray Disc™ does not support 1080p 24Hz video mode, the video output may not display properly. Go to [BD 1080p 24Hz Output(HDMI)] under Settings icon (Settings) > Settings icon (Video Settings) and select "Off".

  • Blu-ray Disc accessing BD-Live content

    If a Blu-ray Disc movie is not loading properly or is freezing on a title screen, this may be caused by the PS3 attempting to download BD-Live content from congested movie studio servers. If you experience this issue, you may choose to temporarily bypass the BD-Live content until the congestion at the movie studio servers has cleared.

    Go to Settings icon (Settings) > Settings icon (Video Settings) > [BD Internet Connection], select "Confirm". Then reload the Blu-ray movie and the PS3 will prompt you if you wish to allow the disc to access BD-Live content. Choose to not access BD-Live content to see if the movie will now load.

  • HDCP Compliancy (for Blu-ray Disc with video content)

    If using HDMI cables, confirm whether the disc you are trying to play has High-Bandwidth Digital Content Protection (HDCP) built in. If so, confirm that the TV or display you are using is also HDCP compliant. Copyright-protected Blu-ray video discs can only be output at 1080p using an HDMI cable connected to a device that is compatible with the HDCP standard.

  • Advanced Access Content System (AACS) for Blu-ray Disc content

    Blu-ray Disc uses the Advanced Access Content System (AACS) for audio/video content protection. If the Blu-ray Disc does not play, you may need to update your PS3 to the latest system software to ensure the latest AACS keys have been updated.

  • Macrovision Information (for DVD copyright protection)

    If the PS3 is connected to the television through a VCR, you may not be able to view DVD movies. This is because of the copyright protection coding that has been programmed into the discs by the DVD manufacturers. If the PS3 system is installed directly to a VCR or TV/VCR combo, please try connecting the PS3 system directly to the TV's video/audio inputs for DVD movie playback.

  • Confirm that the disc you want to play is supported by the PS3 system

    View what disc media is supported by the PS3 system.

  • Inspect the disc

    If the disc is scratched, the PS3 may not play or the game may skip while being played. If the disc is smudged, attempt to clean the disc. To clean the disc, use lint-free cleaning cloths made specifically for cleaning CD/DVD discs, sold at computer software stores. When cleaning the disc, we recommend starting from the innermost circle, and wiping out to the edge in a straight line. We do not recommend wiping in a circular motion, as it may create more scratches on the disc.

    Note: Other materials, such as a paper towel or a T-shirt, may also scratch the disc. If there are any scratches, smudges, or fingerprints on the disc, it may not function properly. Also, do not use or insert any CD/DVD drive cleaners into the PS3 as doing so may cause damage to the system.

  • Try a different PS3

    To determine if the problem is with the disc itself, try playing the disc on a different PS3 system, (or a PlayStation®2 computer entertainment system, PS one™ console, or a standalone CD/DVD player, if applicable).

  • If these steps did not help, click here for available service options

FAQ

[TOP]

Specific Problem

Below are some other troubleshooting steps for specific problems: