Problems Playing Planet Earth 2 Ultra HD Blu Ray

I've just received my copy of Planet Earth 2 Ultra HD HDR Blu Ray from amazon.co.uk, but neither disc (there are two) will play on my Xbox One S. The app either gets stuck on the apps blue loading screen or I get error 0x91d70000.

Things I have tried so far:

• Followed disc troubleshooting guide as per Troubleshoot Xbox One Disc Errors
• Re-installed the Blu Ray player app as per - https://t.co/tEgaUrFSBw
• Tried other Ultra HD Blu Ray discs I own - they work
• Got Amazon to ship me a replacement copy of Planet Earth 2 and that doesn't work either
• Checked my Xbox is both connected to the internet and up to date.

So I doubt I've received two bad copies of the same product. but equally, it doesn't look like the Xbox is at fault either as I can happily play other games, blu rays and Ultra HD blu rays.

I have a UK copy of Planet Earth 2 which was dispatched and sold by amazon.co.uk so its not a disc region issue. This is also a new release (13/03/17).

Any help greatly appreciated!

:)

 

Xbox one s can play 4k Utra hd blu Ray dise ?

I want to know .Xbox one s can play 4K ultra hd blu Ray dise ? I saw some website tell Xbox one s can't play 4K ultra hd blu Ray dise some website tell it can play .because I will buy it for watch 4K ultra hd blu Ray dise and play game . If who know
please tell me thank

 

Xbox one s can play 4k Utra hd blu Ray dise ?

Hi

Yes it can play UHD Blu Ray discs please see this link below.

www.xbox.com/.../xbox-one-s

4K Ultra HD Blu-ray™ and Streaming
With four times the resolution of standard HD, 4K Ultra HD delivers the clearest, most realistic video possible. Stream 4k content on Netflix and Amazon Video and watch Ultra HD Blu-ray movies in stunning
visual fidelity with High Dynamic Range.

 

I posted the same question over on AVForums and I'm apparently not the only one having a problem playing this title on an Xbox One S - https://www.avforums.com/threads/planet-earth-2-ultra-hd-not-playing-on-xbox-one-s.2089562/#post-248...

 

Hey there Jules75!

Looks like you've gone down the list of basic troubleshooting for this, and I'm wondering if it might be an issue with the disc itself. Have you by chance reached out to the studio for the Blu-Ray if they have any details on this issue? There was recently some
issues with other movies that was quickly resolved through the studio. Let us know, happy to continue helping out with this

 

Are you suggesting that is a problem with the way the studio has mastered the disc? I've read that for some people who have the title and they can either play it on the Xbox or a standalone player, it works fine on a standalone player but not the Xbox.
I'm not entirely sure how I can get in contact with BBC Earth or BBC Studios Natural Earth, or who ever the studio is.

 

Hey there Jules75!

We aren't able to speculate exactly what's going on with the disc, but there have been issues where it's not the correct format to be played on the Xbox One blu-ray player. It's a bit tough to find the correct contact for BBC, but I believe
this Contact Form should get you to the right people. Please keep us in the loop with how it goes

 

I appear to have resolved the issue thanks to someone over on AVForums - Planet Earth 2 Ultra HD Not Playing on Xbox One S

He suggested that some discs have a manufacturing film on the disc that causes an issue with playback on some devices. Though my discs were brand new, scratch and dust free, I gently wiped both discs with a microfibre cloth. There were no visible changes
to the surface of the disc after "cleaning" but both discs now play fine on the Xbox. Very odd, but it seems to have resolved the issue!

 

Oh wow, that's super odd!

Glad the fix was as simple as quick wipe down. We'll be sure to recommend that if any other users report the issue, thanks a ton for the heads up on that If we can help out with any other Xbox support questions feel free to let us know.

 

Hi sorry to say that my initial report that this issue had been resolved was actually short lived. Despite my initial findings that "cleaning" the discs had resolved this issue I can still only get it to play intermittently. I've also now tried enabling
YCC 4:2:2 (as suggested by someone else who was having Xbox One S issues with this title) but I continue to get the same issues. I even tried bypassing my AV receiver and using a direct HDMI connection to the TV. If I go into 4K TV Details in Settings I get
green ticks for all the formats (direct or via AV reciever). I'm also now on the latest Creators Update. At a loss why this is the only Ultra HD Blu Ray title I have an issue with.