Resolving DVD Movie Problems in Windows 98, ME and XP
Security level: Public
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In this document:
Before you begin: Check to see if the DVD drive can read any disc

A specific movie title does not play

Resolving playback quality problems (DVD skips, overlay)

Error: Create overlay failed

Error: DVD decoder not found

Error: Region errors

Error: Media Center cannot play this DVD. The DVD may be in use by another application or it is copy-protected

Volume is too low when playing a movie

Reinstalling the DVD player software

Another DVD player is opening and preventing DVD playback

Related support



This document applies to Windows 98, Me, and XP.

This document is intended to fix problems that can happen when playing DVD movies on a PC. Use one of the sections below that fits your situation. If the problem is not listed, try reinstalling the DVD software as explained in the first section. You may also want to review the Related support section at the end of the document.

Before you begin: Check to see if the DVD drive can read any disc
If you have a data DVD, an audio CD, or a data CD, insert one of these discs into the DVD drive and confirm that the drive can play any media. If it plays all discs except DVD movie discs, continue to the next section.



NOTE: If the DVD drive is unable to read any discs, the drive may have failed. If your PC was purchased after 2001, it probably contains a software program called PC Doctor. Use PC Doctor to help verify DVD failures before calling support or repairing the PC. Use the HP support document HP and Compaq Desktop PCs - Using PC Doctor for further assistance. Write down the error code number so that you can provide it to a support agent.


A specific movie title does not play
If you cannot play a specific movie title and other movie titles play fine, the most likely problem is that the DVD movie is defective - scratched, dirty, sun damaged, or it has a manufacturing flaw.

In some cases, however, the firmware for a DVD drive (the driver) may not be able to recognise certain movie titles due to the disc media they used in the DVD manufacturing process.

To make sure that the drive firmware is up to date, download and install any available DVD drive firmware updates from HP that match the type of DVD drive that is installed in your computer. For more information about how to find and update the firmware for you HP or Compaq computer, refer to the HP support article Obtaining Software and Drivers .


Resolving playback quality problems (DVD skips, overlay)
Use each of the following steps, using the order given and playing a movie after performing each step, until the playback problem is resolved:



NOTE: If InterVideo WinDVD version 5.0 is installed, download the InterVideo WinDVD 5.0 Update (sp26634) from the HP Website. Go to the HP Website and enter sp26634 into the search field. Click on the download result for sp26634 and follow the instructions on the download page to download and install the update.


Step 1: Cleaning the DVD movie disc


A dirty or scratched DVD surface is the main reason that a DVD movie can skip when played on a PC. Because the reading area on a DVD is much smaller, DVDs are much more susceptible to skipping and playback problems than CDs. Skipping is much more likely to happen with DVD movies that have been handled frequently, like those from a movie rental store.


To fix playback problems, clean the DVD. Clean DVDs with filtered water and a lint-free cloth. Wipe from the center of the disc to the outer edge. If cleaning does not work, buy a CD/DVD repair kit available at electronics stores.


If cleaning the DVD does not work and all DVDs play erratically, continue to the next Step. If one or a just a few DVD movies have problems, the discs are probably bad. The data on a DVD can be destroyed over time.


To increase the life of DVDs:


Keep discs in their cases when not in use.

Avoid exposing the discs to direct sunlight.

Never slide or rotate discs across any surface.



Step 2: Logging off the Internet while playing movies


Software programs can access the Internet or network while a movie plays. This can disrupt the movie. Make sure to disconnect from the Internet before playing a movie. If you are not connected to the Internet while playing movies and movies still skip, continue to the next step.


Step 3: Disabling WinDVD video hardware acceleration


If movie playback in WinDVD is not smooth and/or the sound volume is too low, try disabling hardware acceleration. If your PC does not have WinDVD, skip this step.


Open InterVideo WinDVD.
Right-Click in the main InterVideo WinDVD window.
Click Setup in the drop-down menu.
Click the Video tab at the top of the Setup window.
Remove the selection next to Use Hardware Decode Acceleration to deselect it (remove the check mark from the check box).

Figure 1: Example image of the Video setting tab



Click Apply, and then OK.


Step 4: Enabling software acceleration and write combining


Write combining can increase the efficiency of how movie data is transferred. Perform the following steps to make sure that write combining is enabled:


Right-click on an empty part of the desktop and select Properties.
Click Settings, Advanced, then Troubleshoot.
Adjust the Hardware acceleration slider to Full.
Select Enable Write Combining, and click OK.

Figure 2: Example image of the troubleshoot tab information



Restart the PC.


Step 5: Changing or resetting the transfer mode


Make sure the transfer mode is set to DMA and that it is reset if needed.


Windows XP:


Right-click the My Computer icon and select Properties.

Click the Hardware tab and then click the Device Manager button.

Click the plus sign next to IDE ATA/ATAPI Controllers to expand it.

There are Primary and Secondary IDE Channel listings. Right click the channel the DVD drive is using and select the delete button to remove the device.



NOTE: Almost all PCs have hard drives connected to the Primary IDE channel and the CD/DVD drives are connected to the Secondary IDE Channel.

Restart the computer to reinstall the IDE Channel settings/driver.



NOTE: If problems persist, reopen the Primary and Secondary IDE Channel listings in Device manager again and double-click the Channel listing. Click the Advanced settings tab and make sure that transfer mode is set to DMA if available and not PIO.



Windows 98/Me


Click Start, Settings, and Control Panel.

Double-click the System icon

Double-click the CD/DVD drive listing, and the Settings tab.

Place a check in the box next to DMA. If the DMA box has a checkmark, DMA is already enabled on the drive. go to the next step.



Step 6: Changing Windows desktop color properties


Windows requires more memory and processing power to display large desktop sizes with lots of colors. Your eyes cannot easily tell the difference between colors beyond 16 bit. Use the following steps to make sure that the desktop is set at 16-bit color:


Right-click anywhere on the desktop, but not on an icon, and select Properties.

The Display Properties window appears. Click the Settings tab.

Set Color or Color Quality to High Color (16 bit), or Medium (16 bit).

Click Apply, and then click OK.



If setting the color depth to 16 did not help, proceed to the next step.


Step 7: Turning off extra peripherals (connected devices)


Disconecting non-essential devices that are connected to the PC can free up valuable system resources and can result in better movie performance. Turn off printers, multifunction devices (or all-in-ones), and scanners, and unplug cameras, thumbdrives, and portable music devices. If this does not help, go to the next step.


Step 8: Making sure that your DVD player software and DVD drive have all the latest updates


Some models of DVD drives show improved DVD video playback after upgrading the drive firmware. The latest DVD player software for your PC may contain updates that address playback performance problems. Use the HP Support and Drivers site to find and install DVD drive firmware updates or DVD player software updates (InterVideo WinDVD). For more information, refer to HP and Compaq Desktop PCs - Obtaining Software and Drivers


Step 9: Increasing system resources


Increasing system resources provides more resources for the DVD software. Use the following HP support document for details on how to make the PC run more quickly and efficiently: How to Increase System Resources Without Adding Memory


If increasing your system resources does not fix the problem, try reinstalling the DVD software .


Error: Create overlay failed
This error that occurs in WinDVD can usually be resolved by toggling the Windows color setting to 16-bit or 32-bit, and the screen area to 800 x 600 or 1024 x 768. For more information refer to Error Message: Create Overlay Failed (in English).


Error: DVD decoder not found
A decoder is software that tells Windows how to put the movie image back together from the DVD files for playback. A DVD decoder not found error occurs when the decoder is not installed or not properly registered with Windows. In the United States, and many other countries, DVD decoders are not free and are not legally available for free download from the Internet. The only ways to legally fix this error are to reinstall the DVD software or purchase new DVD player software.


Error: Region errors
A region error occurs:



NOTE: The following information applies to region-1 DVDs. Depending on country/region, laws and drive behaviors may be different.


Illegal DVD Region

The region of the DVD movie you are trying to play does not match the authorized region of the DVD player

0x80004003

0x80034013


Region errors occur when the DVD movie does not match the country/region in which it was intended to be sold. The DVD drive is matched to the region it was sold in. If a DVD movie from a different country/region is placed in the drive, a message appears and the DVD software may not let the movie play.

Countries/Regions
Country/Region Codes
Countries/Regions

1

United States and Canada

2

Europe, Japan, Near East, South Africa

3

Southeast Asia (including Hong Kong SAR)

4

Australia, Central and South America, Mexico, New Zealand

5

Eastern Europe, North Africa, Northwest Asia

6

China



Region codes are set in the DVD discs that are played. For example, if you play a DVD disc from Region 1, and the DVD player is set to Region 2, a dialog box is displayed that states, a disc has been inserted from a different region. This dialog box displays the region for the inserted movie disc and the current player region, along with a list of new player regions and countries available to select. At this time you can elect to change the region.

Most DVD players play up to three non-region titles before they stop playing non-region titles. This is designed to prevent illegal selling of software titles between regions. Use compatible DVD movies for the region you are in or replace the DVD drive with one from the same region where the DVD movies are purchased.

When a new region is selected, a warning appears, stating the number of region changes remaining before the change is written.


Error: Media Center cannot play this DVD. The DVD may be in use by another application or it is copy-protected
This error message can occur on a PC with Windows XP Media Center Edition 2005 or 2004, when all of the following conditions are present:


You are trying to play a DVD with protected content.
You are using a high-definition television and a component video cable.
Your television resolution is set higher than 640 by 480 pixels.

To resolve the error, first note if your screen has a Display Settings icon and then follow one or the other of the following procedures.

If your screen has a Display Settings icon:


Remove the DVD from the drive.
Click the Display Settings icon.
In the Display Settings window, choose Low resolution, and then click Apply, and Yes.
Click Exit in the Display Settings window to close the window.
Play the DVD.

If your screen does NOT have a Display Settings icon:


Remove the DVD from the drive.
Click Start, Media Center, More Programs, HP Settings, and Video Settings.
From here, select Display Connection Wizard to step you through the procedure for lowering display resolution to 640 by 480 pixels. These steps are a sequence of screens, consisting of:
Welcome screen. Click Check boxes next to Verify connection and Display turned on, then click Next.
Select Display Type screen. Select Flat Panel, then click Next.
Verify Type of Connector screen. Select Component.
Do You Have HDTV screen? Select Yes, then click Next.
Accept Terms and Conditions screen. Select I Accept, then click Next.
Definition Type screen. Select either 480i or 480p, then click Next.
Preview Settings screen. Click Finish.
Play the DVD.

When you have finished playing the DVD, you may want to return the screen resolution to the previous setting.


Volume is too low when playing a movie
Use the following steps, checking the volume after each step, untile the proper volume levels are found:


Make sure that volumes for CD player and Wave has not been turned down:

Click Start, All Programs, Accessories, Entertainment, and then Volume Control.
Remove any checkmarks from mute and adjust the sliders up for CD Player and Wave.
Close the Master Volume and Control Panel windows.
A Volume Control or Master Volume window appears. If you have WinDVD 2000 and the volume is still low when playing movies, a patch is probably required. Go to the HP Drivers and Download page , and enter the HP or Compaq PC model name (such as XL768, or 8705). The patch is in the audio section on the download page.

If movie playback in WinDVD is not smooth and/or the sound volume is too low, try disabling hardware acceleration. If your PC does not have WinDVD, skip this step.

Open InterVideo WinDVD.
Right-Click in the main InterVideo WinDVD window.
Click Setup in the drop-down menu.
Click the Video tab at the top of the Setup window.
Remove the selection next to Use Hardware Decode Acceleration to deselect it (remove the check mark from the check box).
Click Apply, and then OK.


Reinstalling the DVD player software
Removing and reinstalling the DVD player software (such as InterVideo WinDVD or Cyberlink Power DVD) can resolve a variety of problems, including missing file messages, encoder not found messages, and errors involving device library (.dll) files. Perform the following steps to reinstall the DVD player software:



NOTE: If the PC has recovery discs, make sure that the discs are available before starting these steps. Otherwise, the DVD player software will not get installed. These steps cannot be done if the operating system (Windows) has been changed.



CAUTION: Do not remove the DVD player software if you are using a 6400 series or s3000 series Presario desktop or if WinDVD is not listed in application recovery. In either case a system recovery is needed to reinstall the DVD player software.


First, make sure the DVD player software is listed in the application recovery. If the DVD player software is not present in the application recovery list, you will not be able to remove and reinstall the software. Please skip to the next section. If you purchased DVD player software separately, find the software installation and skip this step.

In Windows XP, click Start, All Programs, PC Help & Tools, and then Application Recovery.

In Windows 98 and Me for HP PCs, click Start, All Programs, HP Tools, and then Application Recovery. Place the last disc of the recovery disc set into the top CD, CDRW, or DVD drive.

In Windows 98 and Me for Compaq PCs, click Start, Help and Support, Compaq Quick Restore, and then Selective Restore and click the icon representing the DVD software.

In the Recovery window, select Applications, and then click Next.

Look to see if the DVD Player software is listed. If the player software is listed, continue using these steps to uninstall and then reinstall the software. If the DVD player is not listed, you will have to download it from the HP Website, perform a full system recovery, or purchase new DVD player software.

In Windows XP, click Start, and then Control Panel.

In Windows 98 and Me, click Start, Settings, and then Control Panel.

Double-click the Add/Remove icon.

Click the DVD player title from the list of installed programs.

Click the Add/Remove, Change/Remove, or Remove button, whichever is shown.

Follow the instructions on the screen as they appear.

When the uninstallation is complete, restart the PC and wait until the Windows Desktop appears.

In Windows XP, click Start, All Programs, PC Help & Tools, and then Application Recovery.

In Windows 98 and Me for HP PCs, click Start, All Programs, HP Tools, and then Application Recovery. Place the last disc of the recovery disc set into the top CD, CDRW, or DVD drive.

In Windows 98 and Me for Compaq PCs, click Start, Help and Support, Compaq Quick Restore, and then Selective Restore. Click the icon representing the DVD software.

An Application Recovery window appears. Select the DVD player software from the list. For example, Intervideo WinDVD.

Click OK and follow any instructions that appear.

Restart the PC when finished and test by playing a DVD movie.



Another DVD player is opening and preventing DVD playback
Some DVD titles open and promt to install an additional player before the movie is played. If you have installed this player and are trying to open another software player, this error can occur.

To prevent the error, close and uninstall the DVD player that you do not want to use.


Close software that is open and remove the DVD from the drive.

In Windows XP, click Start, and then Control Panel.

In Windows 98 and Me, click Start, Settings, then Control Panel.

In Windows XP click Add or Remove Programs.

In Windows 98 or Me, double-click Add/Remove Programs.

Select the DVD playback software title that you do not want.

In WIndows XP, click the Remove or Change/Remove button.

In Windows 98 and Me, click Add/Remove, then follow the instructions on the screen.

After the software program is removed, reinsert the disc to play the DVD.