To collect debugging information for support follow the following steps.
1. Take a usb drive and create a folder on the root level called "debug"
2. Make sure there are no media or "smil" folders on this usb
3. Plug this usb drive into the media player
4. The screen may come up with various message but leave the USB plugged in for a minimum of 2 full minutes
5. Remove the usb then return to your computer
6. Zip the contents of the debug folder and email to support