Troubleshooting your Xbox 360 HD DVD player

When you try to use the Xbox 360 HD DVD player on your Xbox 360 console, you one or more of the following problems occurs:

• The HD DVD player does not have power.
• The red light on the eject button illuminates.
• You do not see a picture or hear sound.
• The picture or sound is poor.
• The disc tray will not open.
• The HD DVD features do not work.
• The universal remote control does not work.
• You cannot play audio CDs.

This behavior can occur for several reasons. For suggestions about how to resolve issues that you may experience when you use the HD DVD player, see the appropriate section in the "What To Try" section.

The HD DVD player does not have power

• Verify that you are using an appropriate power source. Examine the connections at the wall outlet and at the HD DVD player.
• Verify that the HD DVD player is connected to your console and that your console is turned on.
• To open the tray when the HD DVD player does not have power, carefully insert the end of a paper clip in the manual-eject hole located on the front of the HD DVD player under the disc tray.

The red light on the eject button illuminates

When the red status light on the eject button illuminates, the HD DVD player has overheated and will not work until it cools. If this issue occurs, reposition the HD DVD player in an open location to help improve airflow. The HD DVD player will automatically turn on when the HD DVD player is cool enough to resume operation.

You do not see a picture or hear sound

• Ensure that the disc is clean and defect free and is in a format that is supported by the player (i.e. DVD, HD-DVD, CD). Blu-Ray formatted sics are not support via the Xbox 360 console or HD DVD Player.
• Make sure that the USB cable on the HD DVD player is connected correctly to both the HD DVD player and the console.
• Make sure that the Xbox 360 AV cable is connected correctly to both the console and the TV.
• If the disc is CD or DVD format, try playing the disc through the console's optical disc drive (ODD). If the content can be played through the console's ODD, the HD DVD player may need to be repaired or replaced.

The picture or sound is poor

Follow the instructions in Volume 2 of the Xbox 360 Warranty manual to clean the disc. For information about how to examine the AV connection, see the Xbox 360 Setup manual.

The disc tray will not open

Examine the power connection on the HD DVD player. Turn on the HD DVD player by turning on your console. If you cannot open the tray and you want to remove a disc from the HD DVD player, carefully insert the end of a paper clip in the manual-eject hole located on the front of the HD DVD player under the disc tray.

The HD DVD features do not work

Some HD DVDs and regular DVDs do not support all the playback features of the Xbox 360 HD DVD player, such as subtitles, multilingual audio tracks, multiple viewing angles, slow-motion play, and interactive advanced content. For more information about supported features, see the documentation for the HD DVD or DVD. In rare instances, certain HD DVDs or regular DVDs may not operate correctly. Typically, this issue occurs if there are variations in the manufacturing process or variations in the software encoding of the HD DVD or DVD video software.

The universal remote control does not work

If you have problems when you use the universal remote, verify that the batteries have a strong charge. To do this, test the remote by using new batteries. If the batteries have a strong charge, remove the batteries from the universal remote, press each button two times, and then replace the batteries. If this does not resolve the issue, follow these guidelines:

• Make sure that you are within 10 feet of the infrared sensor on your console when you use the universal remote.
• Point the universal remote directly at the infrared sensor on your console that is next to memory unit slot A.
• Make sure that the infrared sensor on your console is not blocked or covered.
• Carefully remove the faceplate from the front of your console, and then try again. If the issue is resolved, inspect the infrared window on the faceplate. Remove any obstructions, and then reinsert the faceplate on the console.
  
  Note Some third-party faceplates can affect performance of the infrared sensor on the console. If you use a third-party faceplate, replace the third-party faceplate with the original faceplate, and then try the universal remote again.
• Make sure that solid objects such as furniture or doors do not block the signal from the universal remote to the infrared receiver on your console.
• Close drapes and blinds during daylight hours to help minimize ambient infrared.

You cannot play audio CDs

The Xbox 360 HD DVD player does not play audio CDs. Use the DVD drive in your Xbox 360 console to play audio CDs.

Receive more help

For more information and support options for the Xbox 360 HD DVD player, visit the following Web site: Do not take your Xbox 360 console or its accessories to your retailer for repair or service unless you are instructed to do this by an Xbox Customer Support representative.

Do not try any repairs

Do not try to disassemble, service, or modify your Xbox 360 console, power supply, or any accessories. If you do this, you may put yourself at risk of serious injury or death from electric shock or fire. For safety reasons, such actions will void your warranty.

Additional support

If the steps in the previous section did not resolve your issue, your console may have to be repaired. For more information about how to start the online repair process, please visit one of the following Web Page links: For more information about how to contact Xbox Customer Support directly, please visit the following Microsoft Web site: