Dune HD Support

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Community Support Forums

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.


Warranty and Service

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:

  1. Power the player off, wait 30 seconds, power the player on.
  2. Install the latest available stable firmware version.
  3. Install the latest available beta firmware version.
  4. 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.
  5. 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.
  6. 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.
  7. 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.
  8. 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).
  9. 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.
  10. 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:

3A. Generate debug dump - option A: send the dump directly to the server:

  1. 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.
  2. The media player will generate a debug dump and send it directly to the server.
  3. You will see the debug dump ID on your TV screen.
  4. 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:

  1. 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.)
  2. 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.
  3. The media player will show a dialog requesting to confirm the creation of the debug dump file. Confirm the dialog.
  4. The media player will create a debug dump file in the current folder.
  5. 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: