My DVD, Blu-ray or CD skips, freezes or will not playUpdated 10 hours ago
If a disc will not load, skips, freezes or has a sound problem, these checks can help identify what is happening. If it is visibly cracked or damaged, contact us before trying it again.
Try these simple checks
- Check the disc format and any region information on the product page or packaging against your player's manual. Make sure your player supports that particular format.
- Look for dust or fingerprints. Handle the disc by its edges; if it needs cleaning, gently wipe it with a soft, dry cloth from the centre towards the edge. Do not use solvents or abrasive cleaners.
- Try another compatible disc in the same player. If you already have access to a second compatible player, you can also check whether the problem happens there. You do not need to buy another player to report a fault.
If the problem continues
Contact support with:
- Your order number, the full title and edition, and the disc number.
- The episode or feature, chapter and approximate time where the problem occurs, for example 00:23:15.
- What you see or hear, whether it happens in the same place each time, and any error message.
- Your player make and model, plus the results of any checks you have tried.
- A photo of any visible damage. A short video may help demonstrate a sound or picture problem.
These details help us distinguish a disc fault, a playback issue and something in the programme itself. We will check the specific report before confirming the next step. Please reply in your existing conversation if you have already contacted us.
Cleaning guidance: Sony's disc-care instructions.