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Frequently asked questions

Question

What can I do when my player hangs up / freezes / cannot be powered on / cannot be recognize by PC?

Answer

Try the following steps:

Step 1. Reset the player
Reset your player by gently inserting a pen tip or other sharp object into the RESET hole on the side of your player. After pressing the reset button, power on the player. If the player is still unresponsive, charge your player for a minimum of 30 minutes before reattempting a hard reset and then power on the player. 

NOTE: If a removable battery is used for your player, just remove the battery from the compartment and then insert it again.

Step 2. Use the Repair function
If the above does not work, connect the player to the PC and perform Repair function using Device Manager. Repair function can be performed sometimes even when the PC doesn’t detect the player.

IMPORTANT: Contents will be removed by using the repair function.

  1. Make sure the PC is connected to the internet.
  2. Start Device Manager.
  3. Click the Repair tab in the Device Manager.
  4. Follow the on-screen instruction to press and hold the corresponding repair key on your player when connecting your player to the PC to perform the repair.

Step 3. Charge the player for no less than 20 hours
If the above does not work, charge the player for no less than 20 hours. By performing this, it recovers 80% of the unresponsive players.

*If all of the above does not solve your issue, you may need to contact our customer service for help. Click Contact Page to see the contact details of Philips customer service.

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