Dune HD Support

Dune HD Support

Prepare your technical report and email the manufacturer directly.

YOUR EMAIL CHECKLIST

Send a problem report

Give your email a brief, descriptive subject. Include a debug ID or attach the diagnostic file.

  1. Player model

    Identify your Dune HD device.

  2. Firmware

    Provide the full installed version.

  3. Steps to trigger the issue

    Explain what you did, in order.

  4. Expected result

    Describe what should happen.

  5. Actual result

    Describe the failure you observed.

  6. Affected content

    Identify the filename, disc title or EAN. Add MediaInfo output and, if available, a file-download or disc-product link.

  7. Video connections

    List connection types, TV and receiver models.

  8. Audio connections

    Describe the audio equipment and signal path.

  9. Repeatability

    Can you trigger it again?

  10. Other firmware

    Which versions show or avoid the issue?

  11. Other players

    Does another identical or similar Dune device behave differently?

  12. Other content

    What happens with different files or discs?

  13. Other sources

    Compare USB drives, network storage and SMB/NFS/UPnP, if tested.

  14. Other equipment

    Note results with different audio/video devices or settings.

  15. Additional context

    Add anything else useful.

Get your diagnostic report

Report unrelated issues separately. For a repeatable problem, reboot, reproduce it, then immediately collect the dump. For an intermittent failure, collect it when it occurs. If the player freezes or the problem cannot be repeated, collect it immediately after rebooting.

Option 1 — Upload from the player

If your internet-connected player offers Setup / Misc / Support, use it to upload diagnostics. Record the ID displayed on your TV and include it in your email.

Option 2 — Save a file

  1. Open a USB drive or another writable folder in the player’s file browser.
  2. On the remote, press REW three times, or PAUSE three times. If neither exists, press POP UP MENU (MENU), then TOP MENU (HOME).
  3. Confirm file creation when prompted. Attach the resulting file from that folder to your email.

Menu and remote options depend on your device. If these options are unavailable, describe this to support.