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 our Blu-ray player.
To purchase the Blu-ray player, see the FAQ article: How Can I Buy a Clearplay 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 are linked to this ID number, not the movie title, since multiple movies can 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 Changes for DVD and Blu-ray Users (Effective January 2021)
Feature Requests
We discontinued software updates for the Blu-ray player in 2015. 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 for the Blu-ray player. For purchase details, see the FAQ article
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 Blu-ray player does not prompt “Clearplay,” or only shows “Normal Play,” follow these steps:
Check the DVD or Blu-ray movie list website
Make sure the movie is listed on the DVD or Blu-ray movie list site.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 and support of those who have been with us for more than 20 years. We recognize that our current direction no longer meets the needs of many physical media users, and we understand the frustration this has caused.
In 2015, the Clearplay community began enjoying filtered movies with our Blu-ray player. By that time, the physical media industry was already in decline. The closures of Blockbuster, Hollywood Video, and countless other DVD and Blu-ray rental stores reflected a long-term shift away from physical media.
COVID exponentially accelerated that shift dramatically in 2020. As theaters closed and families spent more time at home, streaming services expanded rapidly and became the primary way many people watched movies and TV shows. The demand for streaming filters grew substantially during this period, while demand for physical media continued to decline.
We had to adapt to where movie and TV watchers were spending their money. Continuing to devote equal resources to a shrinking physical media market would have limited our ability to serve the growing streaming audience. Since January 2021, we have focused on streaming because it is now the primary way most customers watch movies and TV shows.
Giving physical media equal attention would require shifting time and resources away from streaming. That trade-off would reduce the overall value we provide, which is why prioritizing streaming will not change.