Hello Ali,
Thank you for writing us.
We apologize for any inconvenience you may have experienced. The most
effective way for us to
assist you is by speaking with you directly. Please call our Consumer
Services Department at (800)
345-7669. Our representatives are available to assist you, Monday
through Saturday 6:00 a.m. - 8:00
p.m., and Sunday 7:00 a.m. - 6:30 p.m., Pacific Standard Time.
If you would like to attempt to troubleshoot the issue yourself, we
have included some helpful
information below:
- Confirm that you have updated the PLAYSTATION(R)3 computer
entertainment system with the most
recent system software update. To download the latest version of the
system update, please visit:
http://www.us.playstation.com/ps3/network/updates
- Some PlayStation(R) or PlayStation(R)2 format software titles may
perform differently on the
PS3(TM) system. To identify the compatibility status of a specific
title, please use our Backward
Compatibility Status Search
(
http://www.us.playstation.com/Support/CompatibleStatus).
- Confirm the disc is clean. To clean a disc, use lint-free cleaning
cloths made specifically for
cleaning CD/DVD discs, sold at computer software stores. When cleaning
the disc, we recommend
starting from the innermost circle, and wiping out to the edge in a
straight line. We do not
recommend wiping in a circular motion, as it may create more scratches
on the disc. [Note: Other
materials, such as a paper towel or a T-shirt, may also scratch the
disc. If there are any
scratches, smudges, or fingerprints on the disc, it may not function
properly.]
- Try playing different CDs, DVDs, and games on the PLAYSTATION 3
console to see if the problem
exists across multiple discs.
- To determine if the problem is with the disc itself, try playing the
disc on a different
PLAYSTATION 3 console, (or a PlayStation(R)2 computer entertainment
system, PS one(TM) console, or a
standalone CD/DVD player, if applicable).
- Confirm that you are not using any game modification devices.
Unlicensed devices such as game
modification devices can interfere with the proper function of the
software. We do not recommend
the use of any game modification devices or unlicensed products.
- Confirm that the disc you want to play is supported by the PS3
system. The PS3 system will
support the following media formats:
PLAYSTATION(R)3 format software with either region [1] or [ALL] a
PlayStation(R)2 format software (NTSC U/C standard)
PlayStation(R) format software (NTSC U/C standard)
Audio CDs, CD-R/-RW, Super Audio CDs b, c
DVD Video with either region [1] or [ALL] a
DVD-R/-RW, DVD+R/+RW a, c
Blu-ray Disc(TM) (BD) containing video content with region code [A] e
BD-ROM, BD-R, BD-RE c, d, e
a - When outputting DVD content or PLAYSTATION 3 format software in SD
resolution, only discs
recorded in the NTSC standard can be played.
b - Multi-channel Super Audio CD playback requires a multi-channel
audio receiver with HDMI input.
c - Playback only.
d - Playback of BD-RE ver 1.0 discs is not supported.
e - Copyright-protected Blu-ray video discs can only be output at 1080p
using an HDMI cable
connected to a device that is compatible with the HDCP (High-bandwidth
Digital Content Protection)
standard.
- If the PS3 system is connected to the television through a VCR, you
may not be able to view DVD
movies. This is because of the copyright protection coding that has
been programmed into the discs
by the DVD manufacturers. If the PS3 system is installed directly to a
VCR or TV/VCR combo, please
try connecting the PS3 system directly to the TV's video/audio inputs
for DVD movie playback.
- If using HDMI cables, confirm whether the disc you are trying to play
has High-Bandwidth Digital
Content Protection (HDCP) built in. If so, confirm that the TV or
display you are using is also
HDCP compliant. Copyright-protected Blu-ray video discs can only be
output at 1080p using an HDMI
cable connected to a device that is compatible with the HDCP standard.
To read more about
troubleshooting HDMI picture and sound problems, please visit:
http://playstation.custhelp.com/cgi-bin/playstation.cfg/php/enduser/std_adp.php?p_faqid=262
- We also have additional resources that may assist you with your
PLAYSTATION(R)3 computer
entertainment system. Please visit the following links for more
information.
PLAYSTATION(R)3 Online User Guide:
http://manuals.playstation.net/document/en/ps3/current/index.html
PLAYSTATION(R)3 Official Webpage:
http://www.us.playstation.com/PS3
If you have further questions regarding this message, please refer to
your email case
number:4635521.
Joseph
Multimedia Specialist
Sony Computer Entertainment America
Consumer Services Department
Additional Support Resources
---------------------------------------------
PlayStation.com Knowledge Base: Browse through hundreds of helpful FAQ
articles at our Knowledge
Base at PlayStation.com. To begin, please click on
http://playstation.custhelp.com
PlayStation.com Support Page: You will find helpful content divided by
our PlayStation(R) product
lines. Please visit
http://www.us.playstation.com/Support and select
the PlayStation product of
your choice to learn more.
