Thank you for contacting CyberLink Technical Support.
I understand your concern related with CyberLink PowerDVD 9 and you are unable to play Blu-ray with it.
In regards to your issue, please provide me the following information:
1. Please check the SR Number of PowerDVD software and then send it to me in order to assist you better. You can refer to the URL provided below to get the SR number of your software.
2. I would suggest you to please make sure that you have the updated drivers for your Display card and Sound card. You may contact your Display card and Sound card manufacturer or the computer manufacturer to get the latest drivers.
If issue persists or you have the updated drivers, I request you to send me the system log file (DxDiag.txt log file) for further analysis.
DxDiag.txt: You can use the steps that follow to create this file:
Start --> Search --> Run --> dxdiag --> Save All Informations --> a DxDiag.txt file created.
3. Also, please send me the snapshot of the error screen with full desktop. We will look at the screen capture, analyze and send you a solution or provide more information.
To take screenshot, please follow the steps given below :
a. Press the Print Screen key on your keyboard when the error appears on your screen.
b. Click on Start -> Programs-> Accessories-> Paint.
c. Paste the screen capture there by pressing Ctrl+V
d. Save the file with the extension name .jpg and then send to CyberLink Support for analysis.
4. I need to verify your purchase records; however, I am unable to locate your purchase records in our database. I have already searched database with your email address (email@example.com).
If you received the software (as an OEM software) with any hardware (PC, graphics card, DVD/BD drive etc...), please let me know the name & model of the hardware. (If you have the installation disc, please send me snapshot of the installation disc, to find out the version of OEM software, provided to you.)
If you have purchased the software from CyberLink website, please let me know the following, to find/pull your purchase record:
i. The order number of the purchase.
ii. The E-mail address that you have used while purchasing the software.
iii. The copy of invoice of the purchase.
If you have purchased CyberLink software from any third party website, please provide me the "copy of invoice of the purchase", that shows the name and version of CyberLink software purchased by you.
Once I received the information asked, I will be able to assist you further in resolving your concern, in better manner.
Use the below mentioned link to get back for further queries:
Please feel free to contact us back for any further clarification or for any assistance related to CyberLink products.
Thanks and Regards
CyberLink Technical Support