Support

Troubleshooting

General Problems

TROUBLE: The player does not switch on.

SOLUTION: Check if the player is connected to AC mains. Wait at least 60 seconds before switching on the player.

TROUBLE: The player turns on, but there is no picture.

SOLUTION: If during 60 sec after switching on there is still no picture on the screen, and the player power indicator is lighted, most probably the video output parameters of your player or video input of your TV/monitor/projector are incorrect. If you are sure that the equipment is properly connected (using appropriate cable connected to appropriate sockets), try to adjust video output settings using the MODE button of your RC. Refer to the Quick Setting of Video Output Mode.

TROUBLE: The remote control does not work or works improperly.

SOLUTION: Please refer to the "Remote Control" section for proper operation of the remote control.

TROUBLE: Digital A/V output connection does not function or function improperly (picture disappears/ jumps, etc).

This kind of troubles results from bad compatibility of the player with some models of Digital A/V output equipment. Symptoms may be the following:

  • Digital A/V output connection is not available at all, although everything is properly connected and configured.
  • Periodical disappearing or jumping of picture during video playback or operation of the file browser.
  • Periodic warning on the TV/monitor/projector screen about video mode change during video playback or operation of the file browser.
  • Problems with sound on a TV set (during sound transmission through Digital A/V output).
  • Color bars or other strange effects on screen. Note: Reinitializing of Digital A/V video output of the player, which is performed when switching between the file browser and video playback (in the form of several second delay before playback start and return to the file browser) is an expected and normal player behavior with current firmware versions installed, it takes place with any Digital A/V output equipment. This feature is not related to the above problems.

SOLUTION:

  • First of all, make sure that the problem is related to the Digital A/V output connection: try to use an analog connection to a TV/monitor/projector (e.g., component). If the problem persists after switching to an analog connection, it shall mean that it is not related to Digital A/V output, but rather to your TV/monitor/projector.
  • Try to switch on/off the sound transmission through Digital A/V output (player Setup menu, Sound setting section), sometimes it has a considerable effect on the situation.
  • Try different settings of video output: 480i/720p/1080i/1080p, 23.976/24/ 30/50/59.94/60 Hz. Your TV set may not support some video modes, or does it improperly. Change of video mode to another one compatible with your TV set may help solving the problem. You should test this by consecutive examination of video modes. It is suggested to start with the lowest picture resolutions.
  • If possible, try to use another Digital A/V cable.
  • If possible, try to change the mode of connection of the player to your Digital A/V output equipment: e.g., instead of connection through a receiver, connect directly to a TV set.
  • If possible, try to connect the player to another TV/monitor/projector or AV receiver, since the problem may be caused by another equipment, and not the player or Digital A/V cable. If the problem persists, it is quite probable that the player is not compatible or is partially compatible with the particular Digital A/V output equipment.

TROUBLE: The device works improperly.

SOLUTION:

  • It is possible that the temperature requirements were not observed, and there is condensate on internal parts. Unplug the player from the AC mains. Wait until the condensate evaporates, see "Safety Measures" section, and then start using the player normally.
  • It is possible that the device needs to be rebooted. Switch the player off, wait at least 60 seconds, then switch it on.
  • Some player functions can work improperly or be not available due to a particular media content, a particular connected hardware, or particular player settings. Try to use other media content or connect other hardware to check if the problem is caused by a specific kind of media content of a specific kind of connected hardware. Try to adjust the player settings. If possible, try to check if the same functions (with the same media content, with the same connected hardware, and with the same player settings) work normally on other players of the same model. If you still think that your player works improperly, please contact an autorized service center.


Playback Problems

TROUBLE: Stuttering of the playback of high bitrate video files.

SOLUTION:

  • For playback of high bitrate video files, please make sure that the player has sufficient (with some reserve) media data reading speed. The speed depends on the data storage drive. If the reading speed is insufficient, there will be playback problems such as video and audio stuttering.
  • To avoid such problems, it is recommended to store the file on a device ensuring best read speed and play the file from this device.
  • You may test the reading speed for a particular file in the following way: select the file in the file browser, press the INFO button on RC and select "Read Test". The player will check the file reading speed and display the information on the maximum possible read speed for this file. For smooth playback of the file, this speed should exceed the maximum file bitrate with some reserve.
  • In some cases, exceeding an average file bitrate with some reserve may be enough. During playback of a file from a hard drive directly connected the player (especially, if the hard drive is formatted to EXT2 or EXT3 filesystem), the maximum possible data transmission speed can be reached. So, it is recommended to copy a problematic file to such a hard drive. If the problem disappers during playback from such a hard drive, the problem is most probably caused by the insufficient reading speed from the media source used previously.
  • Besides, stuttering and other playback problems may be caused by specific properties of the media file. For instance, the file may be encoded such a way that the player's decoder is not fully compatible with. You may check it in the following way: if file playback problems take place even when playing the file from the directly connected EXT2/EXT3-formatted hard drive, then the problem is most probably caused by the file itself (the file is encoded with errors, or the player is not compatible with such specific kind of file).

TROUBLE: Selected file is not played back, although its format seems to be supported by the player.

SOLUTION: The problem may be due to several causes:

  • File error. To eliminate this factor you may try to play back the file with some software player installed on your PC. If all these players demonstrate the failure, then this file may be incorrect.
  • File encoding specifics. Although the player supports the majority of most popular file formats (containers and codecs), it does not mean that it will normally play back any file of these formats encoded in any way. Frequently, these files are made with violation of certain rules, and although they may be correctly played back with different software players on a PC, the Dune player may not do this (since the hardware decoder of the player and/or player software are not designed for playback of such files). If you think that a file is not played back by the player (or is played back improperly) and wish to draw the attention of firmware developers, please see the "Report Problem" section in this manual.


Network Problems

TROUBLE: "Cannot access network folder" error after network folder creation.

SOLUTION: Several reasons and solutions of this problem are possible.

  • Incorrect type of network folder.

    • Correct it by specifying the correct path to the folder.
    • If you connect to a Windows PC (2000, XP or Vista) and are not familiar with NFS, then specify SMB.

  • Incorrect IP address of the server.

    • Make sure that the IP address of the server is correct. You may find this information on a Windows PC, in network connection properties.

  • Incorrectly configured or disabled network connection between the player and the server.

    • Make sure that the player and the server are properly connected to the network (check connection of network cables).
    • Make sure that the player's network parameters are set correctly (Setup menu, "Network" section).
    • Enter the player Setup menu, System Information section, and make sure that the IP address line displays correct IP address and that "connected" is shown to the right of the IP address.
    • If you connect to a Windows PC, do the following: first, find the IP address of the player (see Setup menu, System Information section). Then, on the PC: press Start, Run and enter in the command line: "ping playeripaddress" (e.g.: "ping 10.0.0.3"). If successful transmission of packets is displayed, it means that the network connection between the player and the Windows PC is correct.

  • Incorrectly specified folder name.

    • Make sure that the correct name is entered. If you connect to a Windows PC, name of the shared folder may be found in the folder properties on the PC. Make sure that the server is correctly setup (required folder is open for access). Make sure that you may have an access to the shared folder from another PC or another network device.

  • Incorrect user name/password (in case of SMB connection).

    • Make sure that you enter correct user name and password. Make sure that you may get access to a shared folder with the specified user name and the password from another PC or another network device.

TROUBLE: No access to the storage device attached to the player from the network.

SOLUTION: Several reasons and solutions of this problem are possible.

  • Incorrectly configured or disabled network connection between the player and the client PC.

    • Make sure that the player and the client PC are correctly connected to the network (check the network cable connection).
    • Make sure that the network parameters of the player are correct (see Setup menu, Network section).
    • Enter the player Setup menu, Information section, and make sure that the shown IP address is correct, and "connected" is shown to the right of the IP address.
    • If you connect to a Windows PC, do the following: first, find the IP address of the player (see Setup menu, System Information section). Then, on the PC: press Start, Run and enter the command line "ping playeripaddress" (e.g.: "ping 10.0.0.3"). If successful transmission of packets is displayed, it means that the network connection between the player and the Windows PC is correct.

  • Incorrect IP address of the player.

    • Make sure that you enter the IP address currently assigned to the player. You may find this IP address in the player Setup menu, System Information section.

Reporting Problem

If you suspect you have a problem with the hardware of your player (i.e. you player is broken), please contact your reseller or an authorized service center for warranty and repair services.

If you want to report a general problem (which is not specific to a particular unit, such as incompatibility of the player with a specific kind of media content or a specific kind of thirdparty hardware) directly to the manufacturer (so the manufacturer could try to address the problem in future firmware updates or in future player models), please check here: Technical support .


Firmware Recovery Procedure

In case of firmware upgrade crash (e.g. the player is switched off during firmware upgrade), firmware recovery is possible in most cases.

Perform the following steps:

  1. Put a firmware DFF file at the top level of a USB flash drive (preferably use exactly the same firmware version as was attempted to install during the failed upgrade).

  2. Rename the firmware DFF file on the USB flash drive into "dune_firmware.dff".

  3. Switch the player off (using the power button on the player).

  4. Attach the USB flash drive with the "dune_firmware.dff" file to the player.

  5. Switch the player on.

    The player should detect the USB flash drive and automatically start firmware recovery procedure. You should see "RECOVER", "CHK 0", "CHK 1"... "CHK 99", "REC 0", "REC 1"... "REC 99", "OK", "EJECT STORAGE AND REBOOT" messages on the front panel of the player.

    On an error, a message "ERR ..." is displayed on the front penal of the player. Possible error codes:

    • "ERR Ann", "ERR Bnn", "ERR Cnn": A problem with the "dune_firmware.dff" (the file is invalid/broken, the file corresponds to a wrong player model, the file can not be read from the USB drive, etc).
    • "ERR Dnn", "ERR Enn": A problem during data copying (e.g. the USB drive disconnected during data copying).

  6. Detach the USB flash drive from the player, and delete the "dune_firmware.dff" file from it (do not attach the USB flash drive with this file to the player when you switch the player on, otherwise, the player will attempt to recover the firmware again).

  7. Switch the player off (using the power button on the player).

  8. Switch the player on. The recovered firmware should load in the usual way.

NOTE: For Dune HD Ultra and Dune HD Mini models, the firmware recovery procedure is different:

  1. Put a firmware DFF file at the top level of a HDD attached to the player.

  2. Rename the firmware DFF file on the HDD into "dune_firmware.dff".

  3. Switch the player on.

    The player should boot using the "dune_firmware.dff" file on the HDD.

  4. Perform the usual firmware upgrade procedure.

  5. Switch the player off.

  6. Remove the "dune_firmware.dff" file from the HDD.

  7. Switch the player on. The recovered firmware should load in the usual way.