Dune Firmware Zone

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Support Forums

If you are a user of Dune player, and would like to send some comments on your experience with the player, ask a question on the player usage, or propose some improvements or additional feature, you can use the following forums:

• English language:
  • 3.0 models: http://www.mpcclub.com/forum/forumdisplay.php?f=99
  • 1.0/2.0 models: http://www.mpcclub.com/forum/forumdisplay.php?f=76
• Russian language:
  • All models: http://forum.hdtv.ru/index.php?showforum=41

These forums are regularly checked by representatives of the teams taking part in manufacturing Dune players and firmware development.

Besides, there are a lot of users experienced in Dune player usage on these forums, and you may get their help on your questions / problems.

Warranty and Service

For warranty and service issues (hardware problems, RMA, etc), please always contact directly your reseller.

Debug Dumps (Reporting Problems to Manufacturer)

If you encounter a problem with Dune player functioning (some file does not play, some function does not work, player crashes, etc) and you want to report this problem to the manufacturer (to help the manufacturer to diagnose the problem, to help the manufacturer to find and fix the problem in the firmware, etc), it could be very helpful to generate a so called "debug dump file" after reproducing the problem and send the debug dump file (together with the detailed problem description) directly to the manufacturer.

NOTE: Please report different problems separately.

Instruction for generating a debug dump file:

1. Prepare for debug dump generation:
   • If you can reproduce the problem, please first reproduce the problem after a complete player reboot (perform full power off, then power on), and generate the debug dump immediately after reproducing the problem.
     • NOTE: IT IS VERY IMPORTANT TO GENERATE THE DEBUG DUMP AFTER REPRODUCING THE PROBLEM, IF IT IS POSSIBLE.
   • If the problem is floating and can not be easily reproduced, just generate the debug dump immediately after you encounter the problem.
   • If you can not reproduce the problem, or if the player completely hangs up when the player occurs (i.e. you can not return to the file browser e.g. by pressing the "STOP" RC button), generate the debug dump immediately after performing a complete player reboot.
2. Generate a debug dump file:
   1. Attach a USB flash drive to the player, and open the USB flash drive in the file browser of the player. (You can also just navigate to any writable folder on any local or network storage, accessible from the player.)
   2. If you use the latest firmware version (110923_1710 or newer) (for all Dune HD models):
      • Press the "REW" ("<<") RC button 3 times.
      If you use firmware version 110511_2007_beta or newer (only for Dune HD models having "big" remote control):
      • Press the "PAUSE" RC button 3 times.
      If you use firmware version 110225_1222 or earlier:
      • Press the "A" RC button (red button) 3 times. (If you have a very old Dune HD model with silver RC w/o "A" button: use "SHUFFLE" RC button instead.)
   3. The player will show a dialog requesting to confirm the creation of the debug dump file. Confirm the dialog.
   4. The player will create a debug dump file in the current folder.

Instruction for sending a debug dump file to the manufacturer:

• Send the debug dump file to the following e-mail address:
  • support _at_ dune-hd.com.
• Use the following e-mail subject:
  • debug dump (brief problem description)
• Include detailed problem description into the e-mail body:
  • Dune player model: ... (e.g. "Dune BD Prime 3.0").
  • Firmware version: ... (e.g. "091211_1311_beta").
  • Steps performed before the problem: 1. ... 2. ... 3. ... (what exactly did you do before the problem occurred).
  • Expected player behavior: ... (what correct player behavior did you expect when the problem occurred).
  • Actual player behavior: ... (what wrong player behavior did you actually see when the problem occurred).
  • Problematic file/disc: ... (if the problem occurs during playback, describe the details about the media content that allows to reproduce the problem, such as the exact filename / disc title / disc EAN code, MediaInfo output, etc; if possible, also provide download link (for files) or a link to product page at amazon.com (for discs); sample files can be uploaded e.g. to rapidshare.com).
  • Video output configuration: ... (if the problem is related to video output, describe the details of the video connection between the player and your video equipmen, such as the used video connection kind, TV model, HDMI receiver model, etc).
  • Audio output configuration: ... (if the problem is related to audio output, describe the details of the audio connection between the player and your audio equipment, such as the used audio connection kind, receiver model, etc).
  • Can you reproduce the problem: ... (yes/no).
  • Reproducible on other firmware versions: ... (any information whether exactly the same problem can be reproduced or can not be reproduced on other firmware versions).
  • Reproducible on other Dune units: ... (any information whether exactly the same problem can be reproduced or can not be reproduced on other Dune units of exactly the same model or a similar model).
  • Reproducible on other files/discs: ... (any information whether exactly the same problem can be reproduced or can not be reproduced on other files/discs).
  • Reproducible using other media sources: ... (any information whether exactly the same problem can be reproduced or can not be reproduced using other media source -- e.g. try to use USB HDD instead of network share, try to use another USB HDD model/instance, try to use another network protocol (SMB/NFS/UPnP), etc).
  • Reproducible using other A/V equipment/configurations: ... (any information whether exactly the same problem can be reproduced or can not be reproduced using other A/V equipment and/or other A/V output configurations).
  • Other information: ... (include any other information that could be helpful)