If you want to send some comments on your experience with your Dune HD
media player, ask a question on the media player usage, you can use the
following community support forums. There are a lot of users experienced in
Dune HD media player usage on these forums and they may help you.
For warranty and service issues (hardware problems, RMA, etc), please
always contact directly your reseller.
Debug Dumps / Reporting Problems Directly to Dune HD
If you encounter a problem in Dune HD media player functioning (some file
does not play, some function does not work, player crashes, etc) and you
want to report this problem directly to Dune HD (to help Dune HD to
diagnose the problem, to help Dune HD to find and fix the problem in the
firmware, etc), please generate a so called "debug dump" and use the
following instructions to send a problem report directly to Dune HD.
NOTE: If you have several unrelated problems, please report them each of
them separately.
1. If possible, first check if any of the following steps helps to fix the
problem or identify the cause of the problem:
- Power the player off, wait 30 seconds, power the player on.
- Install the latest available stable firmware version.
- Install the latest available beta firmware version.
- Reset settings of the player.
-
Use menu: "Setup / General / Reset Settings".
- If you can not boot to the menu: try to boot the player with
USB flash drive attached with an empty file
"dune_boot_reset_settings.flag" in the root folder of the USB flash
drive.
- If the above ways do not work: try to boot the player with
"Recovery" button pressed (if you player has such a button), and
then choose "Wipe data" in the recovery menu.
- If any devices (internal HDD, USB HDD, USB flash drive, other USB
devices, Bluetooth devices, etc) are connected to the player:
-
Disconnect all devices them from the player.
- If the problem is related to local network or Internet, and you
connect to network via Wi-Fi:
-
Try to connect to network via Ethernet instead of Wi-Fi.
- If the problem is related to playback of a file from network drive:
-
Try to the play the same file from a local drive (e.g. USB HDD)
instead of the network drive.
- If the problem is related to playback of a file from a local drive:
-
Try to the play the same file from a different source (e.g. from a
different USB flash drive; when using USB HDD -- try to connect an
external power supply to the HDD).
- If the problem is related to file playback:
-
Try to play similar files of the same file format.
-
Try to play similar files of another file format.
- If the problem is related to video or audio output to your TV or
A/V receiver:
-
Try to use other video or audio output settings in "Setup / Video"
or "Setup / Audio" menu.
-
Try to use another cable to connect to your TV or
A/V receiver.
-
Try to connect to another input port of your TV or A/V receiver.
-
Try to connect directly to TV without A/V receiver.
-
Try to update the firmware on your TV or A/V receiver.
-
Try to connect to a different model of TV or A/V receiver.
2. Prepare for debug dump generation:
- If the problem can be easily reproduced, please first reproduce the
problem after a complete player reboot (perform full power off, then
power on), and generate debug dump immediately after that.
- NOTE: It is very important to
generate the debug dump AFTER REPRODUCING THE PROBLEM if
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 problem occurs, generate the debug
dump immediately after rebooting the player.
3A. Generate debug dump - option A: send the dump directly to the server:
- If your media player is connected to Internet and the media player
has "Setup / Misc / Support" menu (available in latest
generation of Dune HD media players with firmware version
190913_0244_r13 or newer), please use this menu for sending the debug
dump file directly from the media player.
- The media player will generate a debug dump and send it
directly to the server.
- You will see the debug dump ID on your TV screen.
- Please send a problem report as described below and include the
debug dump ID into the problem report.
3B. Generate debug dump - option B: save the dump to a file:
- Attach a USB flash drive to the media 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 media player.)
-
If you use remote control with REW button:
- Press the "REW" ("<<") RC button 3 times.
If you use remote control with PAUSE button:
- Press the "PAUSE" RC button 3 times.
If you use remote control without REW and PAUSE buttons:
- Press "POP UP MENU" "(MENU") RC button, after that press "TOP MENU" ("HOME") RC button.
- The media player will show a dialog requesting to confirm the
creation of the debug dump file. Confirm the dialog.
- The media player will create a debug dump file in the current
folder.
- Please send a problem report as described below and attach the
debug dump file into the problem report.
4. Send problem report to Dune HD:
- Send the problem report to the following e-mail address:
- Put brief problem description into the email subject.
- Specify the debug dump ID or attach the debug dump file.
- Include detailed problem description into the e-mail body:
- Dune HD media player model: ... (e.g. "Dune HD Pro 4K").
- 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 behavior: ... (what correct media player
behavior did you expect when the problem occurred).
- Actual behavior: ... (what wrong media 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)).
- Video output configuration: ... (if the problem is
related to video output, describe the details of the video
connection between the media player and your video equipment, such as the
used video connection kind, TV model, A/V receiver model, etc).
- Audio output configuration: ... (if the problem is
related to audio output, describe the details of the audio
connection between the media player and your audio equipment, such as the
used audio connection kind, A/V 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 using other Dune HD devices: ... (any information
whether exactly the same problem can be reproduced or can not be
reproduced on other Dune HD devices 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).
