Blu-ray Player Support

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Attention:

Technical and hardware support is exclusively available for the CP-1126 DVD/Blu-ray player.

Please note:

Technical support, including FilterStik downloads and hardware assistance, is no longer available for DVD player models 747, 427, or any earlier models.  Filter downloads and hardware support are only provided for the CP-1126 DVD/Blu-ray player.  To purchase the Blu-ray player, see the FAQ article:  How Can I Buy a Clearplay DVD/Blu-ray Player?

Phone Support for the 1126 Blu-ray Player

Clearplay agents on email and social media aren’t trained to provide technical support for our DVD and Blu-ray players. However, our tech support phone agents are specifically trained to assist with the 1126 and 888 Blu-ray models. They can provide support for the following:

  • Filter settings

  • PIN assistance

  • Replacement remote controls

  • Filter downloads for the CP-1126 player

  • Player setup, registration, and activation

  • Hardware troubleshooting and support for the 1126 and 888 Blu-ray players.

Technical and Hardware Support Hours

Our support hours for the 1126 and 888 Blu-ray players are:

  • Monday-Saturday

  • 10 AM-6 PM (Mountain Time)

  • 888-425-3270 (We’re closed on Thanksgiving and Christmas)

Tech Support If You Live Outside the United States and Use a Clearplay DVD/Blu-ray Player

If you live outside the United States and use a Clearplay DVD or Blu-ray player, technical support is unavailable because our filters are tailored for the U.S. versions of movies.

Every DVD and Blu-ray disc includes an embedded Disc ID number. Our filters link to this Disc ID, not the movie title, since multiple movies often share the same name.

DVD and Blu-ray discs produced outside the United States contain Disc ID numbers our player does not recognize. When this happens, the player displays a message indicating that the disc in the player is not filtered.

For this reason, seeing a movie listed on our DVD and Blu-ray Filter Lookup page does not mean the version of the disc produced outside the United States will work. The Disc ID must match the U.S. disc we tested. In the rare case where a filter does load, the timing of the mutes and skips will not match the content.

Important Filter Production and Tech Support Changes for DVD and Blu-ray Player Users (Effective January 2021)

Feature Requests

We stopped updating the Blu-ray player in 2015, so new settings and features are no longer developed or added.

Filter Production for TV Shows on DVD

  • Technical support for TV shows on DVD has been discontinued.

  • Filter production for TV shows on DVD was discontinued in 2017, and TV show filters are now created only for streaming platforms.

FilterStik USB Drive Support and Filter Downloads

  • We no longer provide support for DVD player models 747, 427, or earlier models, including downloading filters to a FilterStik USB drive.

  • We have retired Filter downloads for the FilterStik USB drive.  Filters for physical media are only available with the 1126 Blu-ray player.  See the FAQ article How Can I Buy a Clearplay Blu-ray Player? for purchase details.

Fixing Early or Delayed Mutes and Skips

We have discontinued fixing mutes and skips that are out of sync for DVD and Blu-ray movies that have been available on home video for more than 12 months.

Filter Doesn’t Load (Movies Only)

If your CP-1126 Blu-ray player does not prompt “Clearplay,” or only shows “Normal Play,” follow these steps:

  1. Check the DVD or Blu-ray movie list website

    Make sure the movie is listed on the DVD or Blu-ray movie list site.

  2. If the movie is listed and your player does not load a filter


    Email the following information to care@clearplay.com:
    • Movie name
    • Disc type, DVD or Blu-ray
    • Player type, DVD or Blu-ray, and model number, check the back of the player, 427, 747, or 1126


    Important
    • Movies from the public library are not supported.
    • Multi-movie DVDs are not supported.
    • Multi-sided DVDs are not supported.
    • Movies split across multiple discs are not supported.

Filter Requests and Filter Production for Movies on DVD and Blu-ray

  • Filter Requests:

We have discontinued recording and tracking filter requests for movies on DVD and Blu-ray.  

  • Filter Production:

We’ve significantly reduced filter production for movies on DVD and Blu-ray.  We now only create filters for physical media after a filter has been created for the same movie on streaming, and not every streaming filter is selected for DVD or Blu-ray.

We appreciate the loyalty, investment, and support of those who have been with us for over 20 years. That support made this possible.

In 2015, the Clearplay community began enjoying filtered movies with our new Blu-ray player. At that time, the physical media industry was already in decline.  The closure of Blockbuster and Hollywood Video, along with the disappearance of mom-and-pop video stores and other chain DVD and Blu-ray rental locations, marked the start of that shift, and in 2020, COVID accelerated it.  As theaters closed and streaming services expanded their content, the physical media industry declined sharply.

We had to adjust to where movie and TV watchers were spending their money, because we couldn’t continue to operate long-term if we focused on a shrinking physical media market.  This shift moved our focus to streaming, which became the primary way people watch content.

Since January 2021, we have stayed focused on streaming.  Giving physical media equal attention would require shifting time and resources away from streaming, where most customers now watch movies and TV shows.  That tradeoff would reduce the overall value we provide, and this direction will not change.

Our current direction no longer meets the needs of those who rely on DVDs and Blu-rays.  We have heard the frustration from the Clearplay community, and we recognize the impact this has had.