I’m frustrated

Nero Blu-ray Player quits during Blu-ray disk play in Windows 8.1

The Nero Blu-ray Player will not play a Blu-ray disk longer than fifteen minutes at a time. The application stops working, and Windows 8.1 displays the error message that the application has closed, and Microsoft is looking for a solution.

This problem developed about three weeks ago. I was using the Nero Blu-ray Player I got with Nero2014. This player worked fine, until Microsoft pushed an update--I have no idea what update that might have been. Then I tried to play a disk, and the application kept quitting. Whether the disk is one I prepared using Nero Video, or one I got from a studio, the problem is the same. (All my Blu-ray disks, of either type, will play in a stand-alone Blu-ray player hooked up to a full-HD TV set using HDMI.)

Today I installed Nero2015 Platinum. The bad behavior is the same. Playback might last a little longer but not much longer.
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  • Bob Vollowitz,

    Since you are apparently a "glutton for punishment", here's how I quickly make a test Blu-ray structure. I'm sure you know how, but maybe someone else with less experience would like to try it and have a non-protected Blu-ray to play with. If this were to fail to play correctly, that may help a lot. If it does play correctly, it could be burned to a Blu-ray disc and tried there if you have that capability. On my laptop, the entire process takes less than 20 minutes (a coffee break).

    To create a Blu-ray Full HD version of the Nero Flower Meadow sample video:

    Start Nero Video and choose Blu-ray Project.
    At the Content screen, set Recording Format Options as shown below.
    Select "Make | Movie" and then the Full HD Movie option.
    At the Video Edit screen, drag the Flower Meadow video to track 1 and set the scale to "Fit to Screen."
    Click "Next" and "Next" again.
    Choose "No menus" and click "Next" and "Next" again.
    At the Burn Options screen, burn to a hard drive folder.
    Exit Nero Video. Now a Full HD, MPEG-4 based Blu-ray 00000.m2ts file exists.

    To create a long version:

    Start Nero Video and choose Blu-ray Project.
    At the Content screen, set Recording Format Options as shown below.
    Select "Make | Movie" and then the Full HD Movie option.
    At the Video Edit screen, import the Flower Meadow video just created and drag it to track 1.
    Increase the duration to whatever by repeatedly doing:
    CTRL-A (select all), CTRL-C (copy), END, and CTRL-V (paste) to double the length.
    Click "Next" and "Next" again.
    Choose "No menus" and click "Next" and "Next" again.
    At the Burn Options screen, verify that SmartEncoding is 100% for both audio and video and then burn to a hard drive folder.



    Obviously, MPEG-2 based Blu-rays could also be made.

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  • I only play protected content these days. Any video files I author remain on the hard drive so there is no need for Blu-ray. I don't have any video files that require the capacity of a Blu-ray disc. All of my older DVD's are now on the hard drive as well as all of my CD's which have been converted to high quality mp3's.
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    • I have no objections to guessing at the problem, but I prefer using knowledge and deductive reasoning. Why should I try something that doesn't make any deductive sense? Perhaps I should eliminate my keyboard and mouse -- that could be the problem. Perhaps it's my surge protector and voltage levels. Give me a technical reason that could be the case and I'll consider it. Again, if it were the optical drive or driver, it would affect all Blu-ray players because they all go through the Microsoft driver with no direct calls. We know it's not a file reading issue because it reads the files just fine and actually plays for a long time before it crashes. Since the program seems to work on some computers, we know the processing of the file data is probably just fine. So the only segment in question is the output of the program. So what happens in the output? The output data is buffered and then goes to the video card. What I don't know are the mechanics of that process. What is the I/O structure and what controls the I/O structure. What does the program do and what does the driver do? Does the program go 100% through the driver or does it address the GPU directly (i.e. hardware acceleration).

      Years ago I did have some experience with program and driver development so I do understand the basic theory. It's not my job to test for Nero. Using deduction, the proper way to test my theory is to replace the video card in my machine with a Radeon, perhaps so it's a completely different architecture. But alas, I don't have a spare card and again, it's not my job. Perhaps it's because I have two high resolution monitors on my machine. That's possible but not probable. Without more data from a number of people, I can't go any further than I have.

      Too many people try to solve problems by throwing things against the wall. That's a lottery approach and I just don't like the odds.

      It took me 3 minutes to type this. So I'm 17 minutes ahead of you.
    • I am not guessing at the problem! From what I can gather, you are alone with your problem. If that turns out to be true, I presume you will wait a very, very, very long time for Nero to react.
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  • Well, complaining through Amazon got me this response:

    Thank you for replying to Nero’s Amazon comment and for contacting us directly.

    Again, we apologize for not being able to fix the Blu-ray playback problems on your system.
    In late October, we informed you by e-mail that our development was able to reproduce the problem that you have reported, and that the issue is being fixed in the next online update. In a test environment (using the same graphic card as used in your computer), that crash did not occur anymore.

    For various reasons, it took a long time until Nero finally could launch an update for the Nero Blu-ray player (Feb 5th) which included the fix. (Nero needs approval from an external industry consortium responsible for the content protection architecture)

    Long story short, even with this week’s provided information about your computer, Nero will not be able to provide a fix on short-or even mid-term, as we currently cannot reproduce the problem in our test environment.

    The Nero Blu-ray Player in Nero 2015 is exactly the same player as in Nero 2014 and in Nero 12!
    Nero provides updates for the Nero Blu-ray player independently from the Nero version, means if you own Nero 12 Platinum, you will have the exact same updates for the Nero Blu-ray Player as users of Nero 2014 Platinum and Nero 2015 Platinum.

    As your upgrade to Nero 2015 Platinum offers no benefit for you regarding the Nero Blu-ray Player, I hereby offer you a full refund for your Nero 2015 Platinum purchase from October 2014 (54,99 USD).

    Please let me know in case you want us to arrange the refund.

    Sorry again for the circumstances and the inconvenience caused.

    Best Regards

    Gerald Greiner

    Nero Customer Service

    Nero Development and Services GmbH
    Rueppurrer Strasse 1a
    76137 Karlsruhe
    Germany
    Fax : +49 (0)7248 928 499

    I just wish they had responded to me when tech support looked at the problem. Keeping customers informed is important. So all of this is done and I wish all of you, even you Omega Tester, the best of luck with this product.
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  • For what it's worth, I have this problem with the Blu-ray player from Nero 2014 Platinum (w/ all of the latest Nero and Windows updates) on a system with an AMD-based GPU. It doesn't happen with all discs. And it's not an issue due to a lack of resources (plenty of free RAM and HDD space).

    Initially, I thought I was still running an older version of Nero but I double-checked and I'm running 2014. I almost bought an upgrade to 2015 Platinum just now. Glad I double-checked before I wasted that money.

    Guess I'll be looking at CyberLink for a replacement. I may just live with VLC instead, too.
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    • I neglected to mention that mine is a Win 7 Ultimate 64-bit system.

      For as long as I've owned a copy of Nero (started all the way back with Nero 9 or possibly earlier), I've always read comments and reviews that were less than favorable for the product. But, I've been willing to put up with it because it has otherwise been a good enough application in my experience.

      I've always updated to alternate versions (the even release numbers) as of late and only when it's been marked down drastically. So, for what I need it for, it's been good enough.
    • Download Skype For Windows 2015 free

      http://www.snf24.com/13yq
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  • Since it doesn't happen with all discs, what's different about the discs?

    Have you sent an e-mail to tech support on this?
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    • Well, I think there's some sort of delicate balance that needs to be achieved here. Wait, that reminds me of an old song, http://youtu.be/WFzydeAm4_M
    • Download Skype For Windows 2015 free

      http://www.snf24.com/13yq
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  • There's been so many replies interjected since I replied to Joseph, how does one respond. Bob no longer uses the Nero Blu-ray player so I don't know why he bothers to respond. As far as I'm concerned, the latest update cured any problems I had with the Nero Blu-ray player. and I won't do any more work with it or respond to any inquiries in that regard. Joseph is having an intermittant problem. As everyone knows, that's a very difficult type of problem to resolve. However, I still think he should contact tech support to get their input.

    I'm done with this thread. You guys can carry on as you wish.
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  • Im not even close to being as knowledgeable on this matter as any of you, but I believe I am having the same problem. I burned some home video to a blu ray disc for over a year with no problems playing on my blu ray player. Several months ago, when I put the disc in the player, it plays for about 15 minutes and then freezes. I have Nero 2014. I have windows 8.1 and I believe the problem started after doing an update. Do we have a solution or should I just get something else? If so, what are we suggesting, Cyberlink? Thanks for your help.
    • You can read my posts above. The recent fix made it better, but now the player freezes instead of completely crashing. Nero concentrates on authoring and not playing. I have both Cyberlink PowerDVD and Macgo, which I found when this problem arose. Both of those products concentrate on playing. Cyberlink is the most compatible player out there but it is full of bloat. When you put in a commercial disk, it forces you to go through all of the previews and warnings before you see the movie. You can get to the top menu on some discs, but not most of them. The reason I liked Nero is that is was a no frills player. Macgo was originally designed for the Mac but the Windows version is just fine. That is now my primary player. With Macgo, you put in the movie and it goes directly to it -- no previews, no FBI warnings and no ads. I've found a way to program my Harmony remote to work with Macgo so I can use it in my HTPC. PowerDVD also will work with the Harmony remote and configures automatically. Macgo also plays many other formats, but I use PotPlayer for most of my other discs (PotPlayer is free). I have it set up so all I do is put in the disc and Macgo takes it from there with no input on my part. Macgo will analyze the disc and download the appropriate key automatically if it is not on your computer. So far, compatibility is great.

      Years ago, I did a lot of authoring, but with the move to digital media, I don't see any more need for it. So I will not ever be updating Nero again. On the other hand, if you are doing authoring, then Nero still seems useful although there are other alternatives out there. My guess is that Nero is trying to transition to the new forms of media authoring/storage because like me, authoring is going the way of the dodo bird.
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  • Get Cyberlink Power DVD.

    The problem just got worse. A recent update to Nero Media Home now causes it to load only in the background when trying to play a DVD disc. It never plays it, or any other medium.
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  • If you have this version, techsupport@nero.com.
    If you update to this version and still have an issue, techsupport@nero.com.
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  • Not sure if we are talking about same thing. Help me out here. Im burning video from my personal camcorder to blu ray disc. Just basic home movies in blu ray form. Will Cyberlink and Macgo do that?
    • Nero is acceptable for authoring. Cyberlink and Macgo are only for playback. It's too bad that Nero can't play back some of the stuff it authors. I don't author to disc anymore as everything goes to digital storage for me. I have a central media server with terabytes of storage and pass them on to others with flash drives or compressed files. There are lots of programs that will edit and produce a video file and put it out in a good HD compressed format. So I only use the Blu-ray player to play back commercial discs now. Disc authoring is declining rapidly in this new, smartphone age. Now HD stuff is streamed. I stream things all of the time from my media center even over the internet just like Netflix.
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  • Tom-

    If I'm interpreting your initial post correctly, burned discs are freezing when played on a "standalone player". Is that correct?
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  • That is correct. And last year doing the same things as Im doing now , the discs played great on the same blu ray players.
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  • The subject of this thread is the Nero Blu-ray player playback problems. Since your problem is different, please start a new thread.
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  • This reply was removed on 2015-03-12.
    see the change log
  • On Feb. 6 at 14:49, I said, "Here's some rather convincing evidence that they have abandoned HW acceleration in the Blu-ray Player:" followed by some pictures, etc.

    Well, a new post in topic Nero Blu ray playback jitters and shows green blocks quotes Tech Support as saying, "Software decoding" is technically no longer available within Nero Blu-ray Player due to legal reasons..."

    So much for "convincing evidence"!
    • So, in other words they license a codec instead of writing their own decoder. That might explain why they have problems here. Hardware decoding on my computer seems difficult for all of the video vendors and only Cyberlink seems to be able to do it properly on my machine. That could well explain why I still have problems with their Blu-Ray player. So the question that enters my mind is why they don't license it from another vendor? Perhaps they don't have the money to do so? That being said, I have yet to hear a case where hardware decoding uses more CPU resources than software decoding. What they said just doesn't make any sense.

      I'm still enjoying the simplicity of Macgo. For full length commercial movies it's great because it goes right to the movie without warnings, intros, or previews and has played everything I've thrown at it. The downside is that when you have a disc with more than one episode, it is not clear which is the first, second, or third. Nero was better in that department. PowerDVD is so full of bloat but is certainly the best full feature player. However, you can't really skip the 10 minutes of intro junk. So, after several months, I now use Macgo for full length movies, PowerDVD for multi-episode discs, and POTPlayer for all other non-Blu-Ray video. I've tested them all, and for the moment, that seems to be the best combination.

      I will give Nero kudos for refunding the money I spent directly with them for an upgrade to 15. They didn't give me a hassle and refunded it quickly. That said, over the decades I've spent a lot of money on Nero upgrades and until this problem with the Blu-Ray player, have always recommended them. I know a lot of you still do authoring, and the fact is that I don't do much authoring anymore. Nero still does a very good job of burning discs and I still use the product a couple times a year to do that mostly for product ISO's.

      Now we'll see what happens when Windows 10 comes out....
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