MediaHub error 0x80400001, attempt to play BD movie

[SlartyBart]

Anyone else had/have this problem? When I try to play any of my 100 or so BD movies, MediaHub spins up the disk, the screen goes black for a few seconds (with that clock icon spinning), and then there is a pop-up window:

"Please restart MediaHub. An error has occurred. (Error-Code 0x80400001)."

I supplied the .cab files to Nero, and they asked me to install and run (as admin.) and send them the generated BDCore.log file. I have sent two now, and in each case when I try to play any disk, there is always the same line in the BDCore.log file ...

"[11:12:42,632] 0x00001eb0 FATAL BD.FS.AACS - AACSSendKey failed"

Any ideas? Nero support hasn't responded to me about 1 week now, and after 3 weeks of frustration, I am hoping that maybe some of you might know why their AACSSendKey method is failing? Ideas anyone?

I used to use Cyberlink with the same h/w configuration and it worked fine (and yes, I have an HDMI display).

(Nero Support Nero ID [5162939008] Nero ID [2767021002] Nero ID [2769228002] Nero ID [5179068001])

This post has been edited by SlartyBart: Dec 13 2010, 03:30 PM

[wither]

Are you using Platinum or Premium HD? As far as I know the regular Suite doesn't play blu-ray.

The send key is set one way or another depending on whether the source of the content is AACS compliant. AACS is used to protect the content of the disc per the originators specification. I'm guessing that if you're not using Platinum or Premium HD, then the send key will not be activated. Of course, tech support knows a whole lot more than I do.

If you haven't heard back from them in a week, go to the chat line with your tech support ID and ask what the status is. You can also just send an e-mail to do the same thing. I suspect they've been busy since I sent an e-mail a week ago and haven't heard back. I meant to go to the chat today but it's too late since I've been busy in here for two hours.


This post has been edited by wither: Dec 13 2010, 05:45 PM

[SlartyBart]

Thanks for the reply. From the ControlCenter, I can see that I have (Expires-Never, State-OK):

Nero Video Premium HD
-Blu-ray Disc Playback Plug-in
-Creative CollectionPack 1

Nero support sent me an e-mail shortly after posting asking me to install the recent updates this morning.

I used the Nero ControlCenter today to try to install the new updates. After downloading for a minute or so , then installing for a minute or so, it apparently failed for some unreported reason. Then it did it again, and again, and again. Jeesh. Finally decide to uninstall, do a fresh install of the whole package, with updates (and it worked), but with the same net result MediaHub 0x80400001 error

:(

[wither]

Makes sense. You're not using the Suite. You have Premium HD and it looks like all the proper plug-ins are installed.

I would keep working with tech support on this one because without the actual fault module, it's hard to see what these errors apply to. I assume you sent them the nerosupport.cab.

Some things that come to mind-

Perhaps one of your downloads got corrupted. You could try a fresh download of Premium HD and then updating. Make sure that anti-virus and it's security options are disabled during the installation.

You have a similar program installed and running in the background. If you run msconfig.exe and go to the Startup folder, you can disable programs from starting at bootup.

Which anti-virus program are you using?

Do you have the latest manufacturer's driver for your graphics installed?

[SlartyBart]

Thx again 'wither' for the encouragement and support.

Nero support received my nerosupport.cab several support e-mails ago. Given the updater "repeat-fail-forever" scenario (the only thing that has worked for Nero/me so far was their successful charge-card debit ... lol), I finally downloaded (and un-installed) before doing the complete install again (Nero_VideoHD-10.5.10500.exe 1.34GB), and was able to apply the updates, but unfortunately the same MediaHub error still occurs :(

I verified that I have the latest drivers for my PDLDS BD-RE DH-4B1S optical drive (7D16), and also I have the Oct. 26, 2010 ATI drivers for my 5800. I have been using the the new MicroSoft anti-virus program. No complaints from it when I installed.

After more searching, I am now beginning to believe that the problem relates to new AACS keys that were delivered a few months/quartiles ago, when I inserted a recent BD movie. I read some of the google-searched forums about "AACS PDLDS BD-RE DH-4B1S', and the only solution appeared to be, the installation of a *NEW* BD Drive. Jeesh. A plethora of probs for the old (3 year) Liteon BD optical http://en.community.dell.com/support-forum...t/19341775.aspx . Only reported solution was to get a new BD drive.

After the second-last Nero support e-mail asking me to "clean" my disk, and try multiple disks (even though I had told them I had tried several, and was able to read and open-with-notepad-several-small-files, and had provided them with multiple BDCore.log files), I am losing faith ... they can't seem to understand a simple question "Under what circumstances does your BDCore.log file report a FATAL error from AACSSendKey"????

Getting close to asking for a refund. If this next support fail occurs, I'll be asking.

This post has been edited by SlartyBart: Dec 15 2010, 12:21 AM

[wither]

They might give you a refund but you alreay have evidence that this drive has an issue. You could address it with the drive manufacturer to make them aware and possibly get an answer.

I should mention that if you have Power DVD 3D, it had an issue with affecting the drivers for some AMD cards. It was supposed to be fixed in an update. I noted in the link you provided that some people uninstalled power DVD completely but it didn't offset the problem which I think is either in the drive firmware or driver.

[Newdudes]

They might give you a refund but you alreay have evidence that this drive has an issue. You could address it with the drive manufacturer to make them aware and possibly get an answer.

I should mention that if you have Power DVD 3D, it had an issue with affecting the drivers for some AMD cards. It was supposed to be fixed in an update. I noted in the link you provided that some people uninstalled power DVD completely but it didn't offset the problem which I think is either in the drive firmware or driver.

I appreciate your help and support of other users. I would like to respectfully disagree with your comments here though. I am having the same exact issues with Nero MediaHub:
"Please restart MediaHub. An error has occurred. (Error-Code 0x80400001)"
Nero Multimedia Suite 10 Platinum HD was purchased on 12/14/2010 and installed yesterday. My System was purchased on 12/01/2010 and includes the following specs:
Intel I7, 12gb Ram
Windows 7 Pro
Nvidia GTX460 (w/ 2gb video RAM)
ASUS BC-081LT Blu-Ray Reading Drive.
All components have the latest firmware/drivers installed.

Note that Cyberlink and Adobe Premeire 9 both work fine playing my Blu-Ray collection. If the Blue-Ray hardware/firmware features of my drive don't work, it
would be unlikely that both of these applications would be able to do this. I suspect Nero has once again sold its users features, which were not developed in-house,
that don't work. Nero has had these issues before. Remember the add-in "MP3Pro"? It took months before they sorted that out!!!. I just hope that Nero has not
halfheartedly integrated some 3rd party app here. They very boldly advertise Blu-Ray as major feature of the Platinum HD pkg. The Plat HD was a $65 adder to
my upgrade. I have been a loyal Nero customer for almost 10years now.

[wither]

Note that the PowerDVD 3D problem was reported by the editors in Maximum PC minimum BS magazine.

I agree with your logic. I'm not an expert and only suggest drivers as a possibility, even when other programs don't seem to have a problem. When you say that all you're components have the latest firmware/drivers installed, did you check the manufacturer's websites? Lots of systems are sold with drives that are one or two years old and the vendors don't go to the manufacturer's websites to find the latest drivers. They rely on the Windows drivers, which was a big impetus for SP1 to Win 7. On the other hand, my laptop has a Mashita blu-ray player and if I ever buy one for my PC, it won't be Mashita because they have no website. I think it uses Panasonic drivers. Most of the blu-ray players are using drivers from 2006.

Do you have any .m2ts or other blu-ray type files on your system that you can view in NMHub?

Did you make sure that Cyberlink, Adobe and other similar software is not running in the background?

I would send an e-mail with the nerosupport.cab file generated by running the getsupportfiles utility to tech support. If you do and the problem get's resolved, please post the resolution. They need to be made aware that this behavior is not one isolated case. Of course, I have no idea how many other customers have reported it directly.

This post has been edited by wither: Dec 24 2010, 06:14 PM

[Action73]

I have the same problem.

Specs.

Asus Rampage III Extreme w/ i7 980x cpu
24 GB DDR3 1600 G.Skill, 2x Sapphire 6870 ATI in Crossfire
Liteon BD DH-4B1S
Windows 7 Ultimate O/S

My system worked with CyberDVD, but I'm use to using Nero (even all the headaches with tring to get it to work the first install). My work ticket is open with Tech Support and I've been at in since early Nov.

[wither]

Did you answer all my questions in my previous post? Although pointed at the previous person, they're good for anybody to evaluate.

Are you saying you sent tech support an e-mail in early Novermber and haven't received a response?

Did you use the same e-mail address as is in your My Nero Profile?

If yes, check your spam folder (if you don't have spam automatically deleted) for a response.

Go to the chat line with your technical support ID no. you got with the automated response to your e-mail and ask the status.

[Action73]

I've had the same problem with the liteon DH4BS1 model. Even with Cyberlink (the included software) it would lock up and force me to restart the disc several times before playing, and with Nero 10 it never would play. I just changed the drive to the new Lite-on 3D bluray player and it worked. Must be a firmware issue with the drive.

[wither]

thanks for sharing your experience. Seems to reinforce what I was saying about driver/firmware. I don't have any commercial blu-ray movies so I couldn't test it on my blu-ray drive.

[tward88]

Did you ever get this resolved?

I am having the same issue and the prod support folks are asking me to do things I have told them I have already done. i.e. doing updates, trying different disks.



I have made sure all my drivers are up-to-date and so is the Nero software. I can burn Blu-ray disks with the drive using premeir elements and I can play non blu-ray disks. But I am unable to play blu-ray disks and get this same error message.

If anyone can help that would be appreciated. I am already so frustrated I am asking for a refund.

[Infohelp]

Hi all,

This problem has been reported before, and for users like Action73 that have a LiteON DH40 Blu-Ray drive, we have good news. This problem will be fixed within a future update. Unfortunately we couldn´t reproduce the problem with other drives yet.

If you do not have such a drive please try the following:

- Restart your PC

- Try to clean the Blu-ray discs

- Start MediaHub as administrator

- Check if the latest graphics card drivers are installed

If all these steps do not work please contant Nero TechSupport directly and send us a NeroSupport.cab file for further investigation.

Thanks and best regards,

Infohelp

[bubba83835]

same issue. my drive is the Lite-On DH-4B1S. i would prefer an email.. bubba_83835@yahoo.com can we upload the nero file here or does it have my serial number... because its been 2 months since your comment on "there will be an update soon". im half tempted to just get my money back and try something else.... you ppl are dropping the ball as far as im concerned. MY HARDWARE CANT PLAY THE BLURAY DISK EVEN THOUGH I JUST PAID $29 FOR THE RIGHT TO PLAY THEM. YOU SHOULD HAVE THAT UPDATE IN YOUR FIRST TO DO, RIGHT NOW LIST. NOT WHEN YOU WANT TO GET TO IT. AND MY WIFE JUST SAID STOP WORKING ON NERO 11 AND FIX THE BUGS ON THE SOFTWARE THAT IS IN USE. and she says thank you for your time and have a nice day.

This post has been edited by bubba83835: Apr 18 2011, 06:25 AM

[wither]

Don't post your nerosupport.cab in the forum since it does contain serial numbers that somebody else could use. For that matter, I wouldn't post my e-mail address either.

The new update is supposed to be available tomorrow.

This post has been edited by wither: Apr 18 2011, 03:28 PM

[Infohelp]

Hi all,

Today we will release the new Nero 10.6 version. Please check the ControlCenter for updates, and as soon as the updates are available install them.

Let us know if the problem still persists!

Best regards,

Infohelp