The picture is frozen and the Blu-ray Disc player does not respond when pressing any of the buttons.
IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.
Attempt a power reset to resolve this issue. To perform the power reset, press and hold the POWER button on the front of the Blu-ray Disc® player for 10 seconds. The Blu-ray Disc player should turn off. If it does not turn off, unplug the power cord from the electrical outlet.
IMPORTANT: The Blu-ray Disc player may require a firmware update. Downloads are posted on your model support page.
If the power reset did not resolve the issue and the most recent firmware is already installed, then service may be required.  Go to Product Repair.