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Blu-Ray "Disc not working" Reporting Thread

by Samsung_HD_Tech Samsung staff / August 5, 2009 7:05 AM PDT

Forum members,

I've spoken at length about some of the various discs that have new Java-encoding features that we don't often get access to (or notified of) until the movie is released to the public. The simple fact is that studios don't make titles available to us before release dates, and we respect those privacy and piracy concerns, but at the same time, it does put us at a disadvantage. While we have a process in place at 800-SAMSUNG to collect this information for people who call, I've put together something for the forum members here.

Highlighing an issue like this isn't something we take lightly, but we take the issues seriously, and we are actively listening. We have the support of one of our specialists (blu-ray chic) who assists in compiling these issues, and we've come up with a form that helps us identify issues such as Java and sync issues.

We ask that where possible, fill out every part of the form (each section tells us something). If you see a title that exists and you have the same problem, create a seperate entry for the same title and add your own comments.

If every disc you own is defective, call 800-SAMSUNG to see about having your unit repaired.

Our hope is that this will help us identify issues and allow us to address them quicker than ever before. The nature of the document is that it can be accessed real-time with the most up-to-date information.

http://spreadsheets.google.com/ccc?key=tlAFckDnoptK6XmnBTyoNqg&hl=en

We care about supporting our products, and giving you the best experience possible. I'm not shy in trying new things to help reach that goal.

If you have any questions, please let me know.

--HDTech

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Latest firmware update
by pilotdug / September 27, 2009 3:39 PM PDT

Hi. I recently updated the firmware on my BDP1600 (BEv2.03_090915_XAA) and when I tried to watch a Lions Gate release, "New in Town" on Blu-Ray, it plays the trailers, but then the main menu for the movie doesn't have any buttons (play, chapters, subtitles, extras, etc.) The main menu keeps looping and there is no way to start the movie. Hitting play on the remote doesn't work, nor does manipulating the arrow keys and hitting enter.

Are you investigating this? Is there a new firmware update in the works to resolve this bug?

Thanks,

Doug

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Latest firmware update
by Samsung_HD_Tech Samsung staff / September 27, 2009 5:16 PM PDT
In reply to: Latest firmware update

pilotdug,

Someone else mentioned Lionsgate Blu-Rays as well, so if you haven't already, click on the post above and enter your information. The more responses we hear from titles means the more information we have to address.

--HDTech

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BD-P2500 firmware problems
by Chips144 / October 1, 2009 5:06 AM PDT
In reply to: Latest firmware update

I have just purchased a BD-P2500. It is connected to my Samsung HDTV through an HDMI cable. I also have a Sony and an LG blu-ray player along with 110 blu-ray movies. All the movies play perfectly in both the LG and the Sony players, but I am having problems with several titles when I play them in my new Samsung. Some of these problems have been reported previously, some seem to be new.
Using the original firmware (081017.02.xxa):
"The DaVinci Code", "X-Men", "X2:X-Men United", and "Braveheart" all start loading, get to the movie menu where I select "PLAY", then the TV screen goes black and the remote buttons (except for "eject disc") stop working. The player never gets any further.
"Crank 2: High Voltage" will either stall at loading or it will load until it gets to where the movie menu should be displayed and the screen goes black and the audio sounds like a menu-screen loop and the remote buttons do not function.
"Journey to the Edge of the Universe" and "Superman II" will not play at all. The player reports "The disc can not be played"

I then updated to the latest firmware (090419.01.xaa). The situation is now worse. All the movies listed above still exhibit the same problems, but in addition several more now have problems:
"Batman Begins" loads to the menu where I select "PLAY" and the screen goes black and the remote buttons no longer work.
"The Matrix", "The Matrix: Reloaded" and "The Matrix: Revolutions" all have the same problem. The cast and director's comments along with an inset video appear throughout the movie and can not be disabled. It is like bonusview is fixed in the on position. It can not be toggles with the remote button and even though I turn it off in the menu sections, it will not turn off.

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BD-P2550 Firmware Update Needed?
by Milo93 / October 9, 2009 12:51 AM PDT

I too have had similar issues with the Blu-Ray Disc of "Mutant Chronicles". It plays the opening trailers, but will not load the menu for the disc. I could never hit play, the BD-P2500 just sat with the time stamp of 00:00:00. I would up having to play the disc on the PS3 in another room, thus proving it was not a faulty disc.

I also bought "Watchmen" on Blu-Ray. The issue here is with Audio going out of Sync. I have to pause the movie, rewind a few seconds, and then hit PLAY in order to fix the issue.

We haven't had an update for the BD-P2550 since July 2, 2009. That's over 3 months now. What's the long wait for? When can we expect a new Firmware Update to fix these aging issues?

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Don't throw your BD-P2500 away YET
by Chips144 / October 12, 2009 9:16 AM PDT

I have already posted here about the firmware problems I am having with the BD-P2500 and I have also sent two emails to Samsung. The only response I have gotten is that they are working on a firmware update. Since the latest firmware was months ago, it seems it is taking an exceptionally long time to issue a new one. I have, however, found some solutions. Perhaps, if any Samsung techs are reading this, it may help.
"The Matrix", "The Matrix: Reloaded", "The Matrix: Revolutions" and "Batman Begins" all play perfect with the original firmware (081017.02.xaa). With the latest firmware installed (090419.01.xaa) all these movies have the same problem. BONUSVIEW can't be disabled. Director and actor comments along with an inset video are always present.
"Crank 2: High Voltage", "The DaVinci Code", "X-Men", "X2: X-Men United" and "Braveheart" all exhibit essentially the same problem. They procede to menu, I select "Play Movie" and they stall. The TV screen goes black and the remote buttons do not function. The problem turns out to be a somewhat simple disc navigation problem. The first thing I did was to format the internal 1Gb of memory (not sure that htis is necessary). Choose menu>setup>persistant memory>format. Now when you try to play these movies, do NOT choose "Play Movie" from the main menu. Instead, choose "Scene Selection". Start at scene 1 and the movies WILL play properly. One additional issue. On movies that scene 1 starts with the studio logo i.e. "Paramount", "20th Century Fox", etc. in my case, the two X-Men movies, you MUST start at scene 2 and then when it starts playing, just back up to the beginning and everything works fine after that.

Since I do not have access to every blu-ray movie I can only comment on those I have in my collection. While my solution may not be convenient, it does, however, allow the movies to be played. Perhaps this will help Samsung techs track down the root cause of the problem.

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Bonusview on BD-3500 won't turn off
by dnovakoff / October 25, 2009 7:42 AM PDT

I also have the problem where BONUSVIEW can't be disabled. Unfortunately, trying to reformat the memory and then using Scene Selection didn't work for me on the new Friday the 13th Blu Ray DVD.

Haven't tried it on any others.

I called Samsung and they want me to send it in. I'm going to do it even though I have to pay for the "repair". I hope they can fix it! But this is ridiculous. The tech support guy had no idea what I was talking about when describing this problem.

Thanks,
Dave

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bonusview video pip on and can not be shut off.
by ceb9000 / December 29, 2009 3:00 AM PST
In reply to: Latest firmware update

I am having the same issue with Harry Potter Half blood prince, blu-ray playback of this movie with a BD-1500 has bonusview enabled at all times. It cannot be disabled, whether through the disc menu or the 'Info' button on remote. Bonusview shows video only, no audio.
The menu to change this is grayed out.

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Can't play IGOR. Update on HT-BD2E
by 8enigma8 / January 23, 2010 4:03 PM PST
In reply to: Latest firmware update

I cannot get to play IGOR on my blu-ray too. It says that my player needs an update to play the disc. Any available updates for HT-BD2E? I can't find one.

Help pls.

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2 months no fix, LAZY employes at samsung.
by canad1anbac0n / October 20, 2009 12:34 PM PDT

So it appears that this (Crank 2) is a problem that Samsung knows about, but yet they have not made an update to fix this. Why don't they (samsung) tell Lions Gate to send them the DVD coding or better yet send everybody who has bought Crank 2 a replacement DVD that they and Lions Gate have made "Samsung" friendly. It seems that all us Samsung owners will have to throw are units away and buy a Sony Playstation 3 that does not have these problems.. Very Disappointed Samsung.

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Mad Mean Season 2 Disks Fails after Firmware Update
by lww4k / November 8, 2009 12:06 PM PST

I updated the firmware for the first time ever on my Samsung BDP-1600 and after that my Mad Men Season 2 blu ray disk (2 and 3) stopped working. Prior to the firmware update, the disk has played.
The error is that it never loads the menu, as others have noted.
Tried to look at that Google doc spreadsheet, but it looked messed up - there were no subject headers in any of the columns.
How do I undo the firmware update??? What a nightmare!

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Angels and Demons
by spanthegnome / December 6, 2009 10:27 PM PST

Have a problem with Angels and Demons Bluray? My copy froze at 1:17 and the 1:20 mark. I ended up fast forwarding to 1:26 mark and didnt have a issue after. No scratches or smudges.

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Year One
by spanthegnome / December 24, 2009 12:11 AM PST
In reply to: Angels and Demons

Year one freezes up right as jack black is going in to see the princess.

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Underworld 3 vs BD-P4600
by RobichSte / December 7, 2009 2:45 AM PST

Hi all,

i read a lot of post dating from many weeks (started in spring !)on this subject.
Today i downloaded the last firmware for BD-P4600 but it s still not working.
Is there any issue ? Why so much time for a correct upgrade on a such famous (my mind) movies ?
How many DAYS still to wait ?

Regards

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Harry Potter and the Half Blood Prince - BONUSVIEW curse
by canuckchris / December 9, 2009 2:39 AM PST

As stated, blu-ray playback of this movie with a BD-P2550 has bonusview enabled at all times. It cannot be disabled, whether through the disc menu or the 'Info' button on remote. Bonusview shows video only, no audio.

Using latest firmware for the 2550, Canadian version.

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bonus view always present
by Chips144 / December 9, 2009 3:39 AM PST

It is obvious to me that Samsung is not interested in fixing these problems. Enough time has elapsed since these problems have first been reported and yet, there is no fix. I reported previously on this post that the bonus view can't be turned-off on several movies (Matrix - all of them). I am particularly annoyed because I own two Samsung large screen HDTV's and they perform flawlessly. They simply will not support their Blu-ray players. The issues have been around so long that the models involved are no longer available. To make matters worse, I have both a Sony and an LG Blu-ray player that have no problems whatsoever. Be that as it may, there does seem to be a way around the bonusview problem. I can't take credit for this. I found it posted on another site. Since this particular problem has been reported on several different Samsung models and since they may not all use the same wording in their menues, I'll try to explain the work-around as best I can. It might seem bizarre, but it worked for me.
1. start the movie with the annoying, can't-turn-off bonus view.
2. Press the popup or the main menu button on the remote. Depending on your model, it may be one or the other. Experiment with it until you can get the menu to show that includes "in-movie experience".
3. It may show that the "in-movie experience" is turned-on or it may show it is turned-off. In either case you must select the "in-movie experience" by scrolling to it and selecting it. Make sure you select it.
4. Even if it shows that the experience is already turn-on, select to turn it on anyway. If it shows it to be turn-off, turn it on.
5. At this point you should see an icon in the top left hand corner of the screen.
6. Now switch the "in-movie experience" to off. This should turn-off the inset screen and the movie will play normally.

This procedure has to be performed each time you play on of these movies.
I can't guarantee this will fix your problem, but it did fix it for the Matrix movies playing on my BD-P2500.

Good Luck!

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Thanks!
by canuckchris / December 9, 2009 11:05 AM PST

@Chips144 - thanks, that did it. You rock! I wish Samsung did as well...;-)

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BONUSVIEW curse on Harry Potter & the Half Blood Prince
by m_square / December 10, 2009 6:25 AM PST

I have the same problem! Bonusview PIP plays the video with no audio and I can't get it to go away! Under the INFO menu, it won't let me change the Bonusview setting to off. It shows Bonusview Video 01/01 and Bonusview Audio 01/01 OFF.

I read the solution above from Chips144. I can't locate anything that says "in-movie experience." How do I get to the "in-movie experience" setting on the player menu?

S.O.S. Mr. Samsung!

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Fixing Harry Potter
by canuckchris / December 10, 2009 7:49 AM PST

@m_square - here are the directions for this movie...

Load up the Blu-Ray as per normal and start the movie (Harry Potter HB Prince in this case). You'll see the Bonusview Content and Info will show video on and audio off, as you've described.

Then using your 2550 remote, open the Pop Up Menu. Select Maximum Movie Mode.

Navigate this sub menu and turn Maximum Movie Mode 'ON'. Exit the menu. the Info button should now show both audio and video enabled.

Open the Pop Up Menu again, and select Maximum Movie Mode and turn it 'OFF'.

This will turn off both the audio and video now.

I think the firmware glitch basically defaults the movie to start with the Bonusview kind of half-on, so to speak. So you need to fully enable it, then disable it.

Worked for me and Harry Potter HB Prince and my Half-Baked 2550 Blu-Ray player.

Good luck! (It was driving me nuts too).

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Harry Potter: Half-Blood Prince sound on Maximum Movie Mode
by Elspeth_ / December 11, 2009 1:46 PM PST
In reply to: Fixing Harry Potter

I too get the video without sound, however, I would like to know if there is a way to get the sound for the PiP to play when the PiP for the "Maximum Movie Mode" appears. I have tried everything I can think of to turn the sound on to no avail.

Under the "info" menu the BONUSVIEW Audio shows 0/1 OFF but i get the red slash circle when i try to turn it on. There does not appear to be any other settings on the BD-P2550 itself that will change the setting to on and the Samsung documentation provides no help

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Harry Potter Popup curse
by tsw75gb / January 3, 2010 9:32 AM PST
In reply to: Fixing Harry Potter

That did the trick for me and my BDP-2500! Thanks!

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reply to m_square
by Chips144 / December 10, 2009 7:53 AM PST

I will try to give you a step-by-step procedure that fixes this problem for the movie "The Matrix" when played on a Samsung BD-P2500. I can't guarantee that this will fix your problem or if the remote controls and screen panels will be the same on other Samsung models. This procedure must be done within a certain time frame (without the player reverting to a previous selection):
1. Let the movie load and start playing. The annoying inset video/audio will be present.
2. PRESS "Popup Menu/Title Menu" on the remote. This is one button for both functions, not separate buttons for each.
3. The choices shown on the screen will be "Main Menu" (preselected), "Settings", "Scene Selection" and "Special Features"
4. Scroll to the right using the right arrow button on the remote until "Special Features" is highlighted.
5. PRESS "Enter" to select the "Special Features"
6. You should now see the "In-Movie Experience" highlighted.
7. PRESS "Enter"
8. You should now see a panel slide out to the right showing "On" and "Off".
9. If "Off" is highlighted, use the up arrow on the remote to highlight "On". If "On" is already highlighted that is fine.
10. Now PRESS "Enter"
11. Now go back to step # 2 and repeat the process except this time when you get to step # 9, make sure you highlight "Off" and PRESS "Enter".
12. The movie should now (after a few seconds) be playing properly.

I know that this all seems crazy, but it works for me on my player. I also have not done an in-depth study to see if any of the steps could be eliminated. It took long enough to just get to this point.

I hope this helps. I would be interested if this works on other models.

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Bonus View on Harry Potter & the Half Blood Prince
by azevedob / December 19, 2009 9:06 AM PST

Same problem here on my BD-P2550. I was able to work around the problem using the recommendations from @Chips144. I called Samsung directly to report the bug and encourage everyone to do so -- they won't fix it unless people actually call in and make a fuss about it.

@m_square: You need to go into the movie's menu to find the "In-Movie Experience", not the player's settings. Use the Popup/Title Menu button. You need to turn In-Movie Experience on and then go back in and turn it right back off.

I've also had Bonus View issues with Mamma Mia -- it's open by default -- but at least I'm able to disable it on that disc.

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Filling out spreadsheet?
by jhirschi123 / December 15, 2009 11:22 PM PST

The spreadsheet doesn't seem to have column headers or any instructions on how to use it. Can you assist?
-- Jim

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Underworld 3
by mesaieux / December 24, 2009 6:42 PM PST

I have a BDP1600 with the lastest firmware, 2.05

Blu_ray : underworld 3 Le soul

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Spreadsheet Cleaning
by Brounocc / December 27, 2009 4:50 PM PST

Hi,

I made some cleaning on the spreadsheet.

Re-sort on the Nb column (some entries seems to be loose or numbering bad before, anyway I leave them "as is" before Nb 45) and added again columns header (take from one previous version)

Hope this help Samsung Wink

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Spreadsheet Cleaning
by Samsung_HD_Tech Samsung staff / December 30, 2009 4:04 PM PST
In reply to: Spreadsheet Cleaning

Brounocc,

Thanks for jumping in. We started as kind of a way to track issues, but really, it's everyone's tool and we left it open on purpose. It looks better than it did before.

--HDTech

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YEAR ONE also freezes at Princess.
by MattB79 / December 31, 2009 3:27 AM PST
In reply to: Spreadsheet Cleaning

Hey all,

I have a Samsung BDP1600 - and my YEAR ONE Bluray also freezes when Jack Black meets the Princess - same as the other poster mentioned....

What gives?


Later,

matt!

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the spreadsheet is simply a waste of time
by Chips144 / January 1, 2010 2:22 AM PST
In reply to: Spreadsheet Cleaning

Samsung tech please read this and respond. First lets talk about the spreadsheet. Thanks to Brounocc, the spreadsheet is now readable. I did some analysis on the entries. There are 118. I eliminated 3 of these entries (from my copy of the spreadsheet) because they referenced an unknown model number. That left 115 entries. Breaking these down into model number oyu get the following:
MODEL NO. NUMBER OF COMPLAINTS
BD-P1400 13
BD-P1500 10
BD-P1590 3
BD-P1600/A 14
BD-P2500 17
BD-P2550 15
BD-P3600 41
BD-P4600 2

This total of 115 complaints have come from 78 individual people. The problem is that this is just a very small sample of owners that actually have complaints. Only those lucky enough to see this forum on the internet and took the time to post their problems are shown. The actual number of complaints that have been registered by Samsung will probably never be disclosed - we don't have that information, it is some other division that tracks this info is probably the response you would get from Samsung. My point is if there are only 78 people complaining with a total of 115 complaints over 8 product models, they will not spend the money required to fix the problems. This also brings up the fact that I have not heard of these types of complaints for their competitors models. Indeed, I have both a Sony and an LG blu ray player and neither on these have ANY problems. This tends to make me believe that Samsung took a unique approach to their selection of hardware used on their players that is at the same time different from their competitors and at the same time not able to be reprogrammed to fix unintended problems as they surface.
Also consider that only two of these models are currently offered by Samsung (the 3600 and the 4600). All the others are no longer made (and obviously no longer supported).
When i first ran into a problem with my 2500, I sent an email to Samsung. Here is the content of that email:

 
Problems playing some movies
I have just purchased a new BD-P2500. It is connected to my Samsung
HDTV through an HDMI cable. I also have a Sony and an LG blu-ray
player along with 110 blu-ray movies. I also rent blu-ray movies through Netflix. All the movies I have play perfectly in both the LG and the Sony
players, but I am having problems with several titles when I play them in my new Samsung. Some of these problems have been reported
previously by others on the internet, some seem to be new.
Using the original firmware (081017.02.xxa):
'The DaVinci Code', 'X-Men', 'X2:X-Men United', and 'Braveheart' all
start loading, get to the movie menu where I select 'PLAY', then the TV
screen goes black and the remote buttons (except for 'eject disc') stop working. The player never gets any further.
'Crank 2: High Voltage' will either stall at loading or it will load until it gets to where the movie menu should be displayed and the screen goes
black and the audio sounds like a menu-screen loop and the remote
buttons do not function.
'Journey to the Edge of the Universe' and 'Superman II' will not play at
all. The player reports 'The disc can not be played'

I then updated to the latest firmware (090419.01.xaa). The situation is
now worse. All the movies listed above still exhibit the same problems,
but in addition several more now have problems:
'Batman Begins' loads to the menu where I select 'PLAY' and the
screen goes black and the remote buttons no longer work.
'The Matrix', 'The Matrix: Reloaded' and 'The Matrix: Revolutions' all
have the same problem. The cast and director's comments along with an inset video appear throughout the movie and can not be disabled. It is
like bonusview is fixed in the on position. It can not be toggled with the
remote button and even though I turn it off in the menu sections, it will
not turn off.

This is the first time I have had a problem with a Samsung product. I
normally rate your products as excellent, but this BDP2500 is very poor
in comparison.

When do you plan to have a firmware update that will address these
issues? I posted this same info on the CNET Samsung forum, but have
not gotten any response.

Did I just buy a $350.00 lemon?


Samsung responded on October 4, 2009 with the following:



Dear Sir or Madam,

We are working on a firmware update to apply the newer java script so new blu-ray movies will play porperly.
We are especially aware of the Matrix Trilogy issue. We have to reverse engineer blu ray disks to get them to
play properly on our units and should have a new version available soon.

Thank you for your inquiry. If you have any further questions, please feel free to contact us at 1-800-726-7864.


It is now 3 months later and still no fix, no new firmware. I could have spent a lot less for a blu ray player without these problems. Although some work-arounds seem to work, all of them have been proposed by readers of this forum, never any solutions for Samsung themselves.

Samsung, at least be honest with the people who have spent good money for a bad product. Admit that these models are no longer supported and that there will be no new firmware upgrades coming to address these issues. Once you admit that, then we, as users, can wether or not we want to stick with these problems, sell the player for pennies on the dollar or use it for target practice.

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Problem BD-P1600 Was Just Purchased New
by jhirschi123 / January 1, 2010 3:19 AM PST

My problematic BD-P1600 was just purchased in December new from Amazon. It certainly should still be supported if it's on the market! I had no problems with my previous BD-P1500.

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Problem BD-P1600 Was Just Purchased New
by Samsung_HD_Tech Samsung staff / January 2, 2010 6:18 AM PST

jhirschi123,

The products are supported with firmware updates and with repairs.

--HDTech

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