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Blu-ray Disc/DVD Playback Issues or Disc Stuck - Soundbar, Sound Plate, Home Theater

Troubleshooting Home Audio Last Updated 08/25/2015
Blu-ray Disc/DVD Playback Issues or Disc Stuck - Soundbar, Sound Plate, Home Theater

If you're having trouble playing either a Blu-ray Disc or a DVD, answer a few simple questions below for advice on how to solve the issue.

Note: If you cannot play any discs at all, refer to Unable to Play Any/All Discs.


Before troubleshooting, please ensure the following conditions are met:

  • Make sure your Firmware is up-to-date. For assistance, refer to Updating Firmware - Soundbar, Sound Plate, Home Theater.
  • Make sure the discs that you try are inserted correctly, title-side up.
  • Make sure to test at least three discs of each type (3 Blu-ray, 3 DVD) to get an accurate representation of where the issue occurs.
  • Restart the System (unplug it, then plug it back in).

  1. With which type of disc does the issue occur? Blu-ray DVD Both
  2. Please refer to Unable to Play Any/All Discs.

  3. Does the issue occur on all Blu-ray discs, or a few select titles? All Discs Some Discs
  4. Does the issue occur on all DVD discs, or a few select titles? All Discs Some Discs
  5. Were the discs in question purchased from a retail location, or were they created with a DVD burner? Purchased Retail Made with a Burner
  6. Were the discs in question purchased from a retail location, or were they created with a Blu-ray burner? Purchased Retail Made with a Burner
    • Try to use a laser lens cleaner on the Blu-ray Player. These should be available at several local retailers.
    • Check the non-working discs for scratches, smudges, or damage. If the disc is smudged (usually with fingerprints), wipe the disc with a non-abrasive cloth to remove the smudges. If there are scratches or damage, please replace the disc(s).
    • If the issue persists, follow this link to Schedule a Repair.
    • Check the non-working discs for scratches, smudges, or damage. If the disc is smudged (usually with fingerprints), wipe the disc with a non-abrasive cloth to remove the smudges. If there are scratches or damage, please replace the disc.
    • Try to use a laser lens cleaner on the Blu-ray Player. These should be available at several local retailers.
    • If the issue persists, follow this link to Schedule a Repair.
    • Check the non-working discs for scratches, smudges, or damage. If the disc is smudged (usually with fingerprints), wipe the disc with a non-abrasive cloth to remove the smudges. If there are scratches or damage, please replace the disc.
    • Certain Blu-ray titles have been manufactured as "non-compliant Blu-ray discs," and may not playback in all players. Please visit http://blu-raydisc.info/index.php for the latest information about these discs, as well as contact information for specific production companies you may contact regarding the issue.
    • Try to use a laser lens cleaner on the Blu-ray Player. These should be available at several local retailers.
    • If the issue persists, follow this link to Schedule a Repair.
    • Make sure you created the disc as a Playable disc. If you chose the option to use the disc Like a USB thumbdrive, it may not playback correctly, or at all.
    • Make sure the disc was Finalized or Finished at the end of the burning process. If you aren't sure, try the disc in the drive that you used to burn it. If it works in that drive, but not in other players, the disc was not finished.
    • Make sure the media type you used is compatible with the player. Newer players should support most burnable media, but check your user's manual for specific information regarding your model.
    • Try to use a laser lens cleaner on the Blu-ray Player. These should be available at several local retailers.
    • If the issue persists, follow this link to Schedule a Repair.

Disc Stuck

There is no manual release for LG Blu-ray disc drives. To resolve the issue:

  • Try to restart the Blu-ray Player (unplug it, then plug it back in).
  • Try to initialize the player to factory settings. To do so:

    Note: Initializing the player will reset all Smart content and user settings.

    1. Navigate to Settings > Others > Initialize.
      others menu
    2. Choose Factory Set, then click Yes on the next prompt.
    3. When the message appears that the Factory reset is complete, click OK, then proceed through the initial setup again.
    4. If the issue persists, follow this link to Schedule a Repair.

      Note: Make sure to mention that a disc is currently in the machine in the Problem Description section. If service is needed, the disc will be returned to you.

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