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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03737148

Version: 1

HP ProBook Notebook PCs - Cyberlink PowerDVD Will Not Play DVDs

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 16-Apr-2013

Last updated : 16-Apr-2013

DESCRIPTION
Cyberlink PowerDVD cannot play a DVD. The following message appears:
CyberLink PowerDVD cannot play this media file. It may not contain a video stream, its file extension was changed, or the program cannot decode the video stream correctly.
Figure : Error Message

SCOPE
HP ProBook 4340s Notebook
HP ProBook 4341s Notebook PC
HP ProBook 4440s Notebook PC
HP ProBook 4441s Notebook PC
HP ProBook 4540s Notebook PC
HP ProBook 4740s Notebook PC
RESOLUTION
To resolve this issue, follow these steps:
1. Uninstall the IRST driver.
2. Uninstall the Cyberlink PowerDVD and restart the computer.
3. Download and install the following SoftPaq:
Softpaq Description
Release Notes
Download SoftPaq
Intel Rapid Storage Technology Driver
Version: 11.6.5.1006
Revision: A
note:
A more recent version of this software may be available. Check for newer versions at http://www.hp.com/.
4. Restart the computer.
5. Click Start, click Computer, double-click Local Disk (C:), click SWSetup, click APP, click Applications, click CyberLink, click PowerDVD, click PowerDVD.exe, then click Run to install.
6. Restart the computer and play the DVD.

Hardware platforms affected : HP ProBook 4340s Notebook PC, HP ProBook 4341s Notebook PC, HP ProBook 4440s Notebook PC, HP ProBook 4540s Notebook PC, HP ProBook 4740s Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA03737148

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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