Troubleshooting Cd-dvd Issues

Troubleshooting CD/DVD Drives Before doing any work, please establish a System Restore Point. Also run PC Fixer. A Study shows this application can fix 40% of CD/DVD issues. Additionally, live technicians are available at 1-888-490-0570 .

Quick Tools to Try • • •

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PC Fixer - A Study show this application can fix 40% of CD/DVD issues. Disappearing XP-CD/DVD Rom Fix program. CDGONE patch.: "CD drives may vanish in Windows Explorer, Device Manager, etc. if a third-party CD-burning package has been uninstalled and Registry references for some code modules aren’t removed successfully. This patch and a reboot usually will restore the missing drives. Any third party package still required will then have to be re-installed. For more information on this and other possible causes, see the “Problems” section of Alex Nichol’s Burning CDs in Windows XP article." FixCdRomTypeError - this tool will correct the type of device, that a CD Rom is identified as in the registry. Note this may not correct issues with CDR, CD-RW, DVD-R etc. only CD-ROMs. This may allow the drive to appear in Explorer/My Computer again or function correctly. RepairFilter -this tool fixes deletes the upper and lower filters in their most likely place, which is a common solution to fixing CD/DVD drive problems. Resetdma.vbs - this little script will set the data transfer setting of your CD/DVD drive back to DMA which is faster and newer method than the old PIO. This may fix drive issues. Microsoft Autoplay Repair Wizard - Amazingly this apparently fixes some CD/DVD drive reading and writing problems. Windows XP Patch: CD Burning Update - "This update addresses several CD burning issues that are discussed in Microsoft Knowledge Base Article 320174. Download now to prevent problems with CD burning." (Apparently this executable replaces the cdrom.inf, Imapi.exe, Imapi.sys files.) CD Recovery Toolbox - "CD Recovery Toolbox tool was developed for recovering damaged files from different disk types: CD, DVD, HD DVD, Blu-Ray, etc. You can use it to restore information lost as a result of some mechanical damage of the disk (scratches, chips, different spots on the surface) or as a result of incorrect recording."

Basic Diagnostic Questions 1. Will the DC/DVD drive door open under its own power if told to eject or if the external drive door button is pushed?

2. Does the drive light up when a CD/DVD is placed in it?

3. Does the drive light continue and the drive speed up or does it “die”?

4. Does the CD/Drive appear in the device manager?

Figure 1 - Device Manager with CD/DVD Drive Indicated

5. Does the CD/DVD drive appear in Explorer and My Computer?

Figure 2 - CD/DVD Drive Disk Contents as Viewed in Explorer

6. Does the CD/DVD drive read disks properly?

7. Does the CD/DVD drive burn disks?

8. Does the CD/DVD drive burn disks correctly?

Further Diagnostic Question and Some Fix Suggestions 1. If the CD/DVD Drive Door Will Not Open: • • •

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Check to see if it is not obstructed. Stick a straightened out paper clip in the little hole and try to push out the tray. Open up the case and see if the power cable is attached. Test the power cable going to the drive it should have 4 lines with two for a 5 volt ~1 amp circuit and the other two for a 12 volt ~1 amp circuit. See here for a description of the physical cables that attach to your drive. From these tests, determine you can determine if the drive is mechanically and electrically sound. You can also determine if the power supply needs replacement. Note that there are usually several spare drive leads which can be tested and used to replace a faulty one.

2. If the Drive Does Not Light Up When a CD/DVD Is Placed in It: •

The drive door may work but if the light does not come on when you insert a CD or DVD the drive light could be defective, or more likely there is a problem with the inner workings

of the drive, such as the drive motor or drive train is out of order. You probably need to replace the drive.

3. If the Drive Initially Lights and Then “Dies”: •

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If the drive dies after initially lighting up and you get a message, "Please Insert Disk," the laser lens may be dirty. You can clean it with compressed air or more effectively, a special lens cleaning disk with brushes that you can purchase for $10-12 at a computer, electronics or office store. Additionally the data cable may be loose. You should take off the cover of your PC and make sure the cable is fastly attached to the drive. See here for a description of the physical cables that attach to your drive. If you have a laptop a technician may need to take apart the machine to make sure the drive connection to the motherboard is secure, although many laptops have modular CD/DVD drives. You should make sure a modular drive is securely in its bay by pulling it out and popping it back in.

4. If the CD/Drive Lights Up but Fails to Appear in the Device Manager: • • •

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Try restarting your PC before checking or doing anything. If it does not, again, the data cable may be loose or need replacing. You can also try replacing a 40 wire IDE cable with and 80 wire one. See here for a description of the physical cables that attach to your drive. Another reason for a CD/DVD drive not appearing in Device manager is misconfiguration in the BIOS. Open up your BIOS hitting the F2, Delete key or whatever key you manufacture tells you just before Windows boots. See if the device is listed in the BIOS. If the information about the drive has been entered in manually, try changing the detection to "Automatic." Another reason for failure of a device to show up in Device Manager, is the BIOS is not up to date. Go to your manufacturer's site, and update the BIOS. This can be a tricky procedure so you might want to exhaust other possibilities first. Another reason for failure to show up in device manager, is a virus. Do a virus scan or better yet, do one online for free at any of the major companies. By doing it online you will most likely bypass any hiding the virus is doing from you antivirus program. A further reason for failure of a device to show up in device manager, is a dying motherboard, that for instance has a dead IDE channel. A way around this is to buy a PCI IDE or SATA expansion card and hook your CD/DVD drives to it.

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I don't know if this applies here, but you can also look at the registry settings at these two locations and delete the “No Drives" values if they exist and then restart your PC: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer and HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer. I'm not sure if this would unhide drives from the Device Manager.

Figure 3 - Registry Editor Open to Presumed Location of the No Drive Key Location •

You might also make sure the drive is on XP’s Hardware Compatibility List (HCL).

Figure 4 - Windows HCL Banner Web Page •

Try the popular CDGONE patch.: "CD drives may vanish in Windows Explorer, Device Manager, etc. if a third-party CD-burning package has been uninstalled and Registry references for some code modules aren’t removed successfully. This patch and a reboot usually will restore the missing drives. Any third party package still required will then have to be re-installed. For more information on this and other possible causes, see the “Problems” section of Alex Nichol’s Burning CDs in Windows XP article."

5. If the CD/DVD Drive Appears in the Device Manager but Fails to Appear in Explorer and My Computer • •

Try restarting your PC before checking or doing anything. Try hitting the F5 refresh key while in Explorer or My Computer to see if the drive appears.

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Try right clicking on My Computer and choosing "Manage." Click on Disk Management on the left hand side and then under the "Action" Menu choose "Rescan Disks." See if this restores the disk to appearing.

Figure 5 - Disk Manager Open in Computer Management Console • • • •

Update your BIOS. Update Windows completely. Look for an issue on your CD/DVD drive's site. There may have developed a new issue with your drive after Windows installed an update. Are there errors codes 1, 3, 10, 18, 19, 22, 28, 31, 32, 37, 39, 40 or 41 that appear in Device status in Device Manager? There may be bad registry, driver or bad system file problem. Look up the errors online.

Figure 6 - CD/DVD Drive Properties Tab •

You can also check if under c:\windows\inf\cdrom.inf exists. If the files is missing (or damaged), extract cdrom.inf from a Windows XP CD to the more precisely name location, %Systemroot%\inf . More easily, just install the Windows XP Patch: CD Burning Update to replace the cdrom.inf. At this time, you might also want to uninstall the DVD/CD-ROM drive in Device Manager and scan for Hardware changes at that time. The drive should reinstall itself with a good cdrom.inf file.

Figure 7 - Explorer Open to cdrom.inf Location •

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You might also look at the registry settings at these two locations and delete the “No Drives" values if they exist and then restart your PC: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer and HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer. I'm not sure if this would unhide drives from the Device Manager. You might also make sure the drive is on XP’s Hardware Compatibility List (HCL): http://www.microsoft.com/whdc/hcl/default.mspx. You might also try to look at HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\CD Burning\Drives\Volume{GUID} Check the value of “Drive Type”. Change it to the appropriate value with the DWORD = 1 which is CDR, =2 which is for CDRW or =3 which is for CD-ROMS.

Figure 8 - Registry Open to Location of CD/DVD Drive Type Key •

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Additionally you might look at HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer Modify/Create the Value Name [NoCDBurning] according to the Value Data listed below. Data Type: REG_DWORD [Dword Value] // Value Name: NoCDBurning Value Data: [0 - Enable Burning / 1 - Disable Burning] Exit Registry and Reboot - this is taken from The Elder Geek. You might also try to update your BIOS. Uninstall your CD/DVD drive and then have Windows rediscover the device through the add hardware wizard (by right clicking on the root of your computer in Device Manager and choosing "scan for hardware changes.") See here for an explanation how to do this, see method 2 from here.

Figure 9 - Device Manager Menu W/ Scan for hardware changes Selected on the Action Menu • • •

Uninstall and reinstall the secondary IDE port. See the article here. I'm not sure if this fits here but: check if cdrom.inf under %Systemroot%\inf exists. If the file is missing or damaged (not sure how you tell if its damaged), extract Cdrom.inf from a Windows XP CD to %Systemroot%\inf. Try the popular CDGONE patch.: "CD drives may vanish in Windows Explorer, Device Manager, etc. if a third-party CD-burning package has been uninstalled and Registry references for some code modules aren’t removed successfully. This patch and a reboot usually will restore the missing drives. Any third party package still required will then have to be re-installed. For more information on this and other possible causes, see the “Problems” section of Alex Nichol’s Burning CDs in Windows XP article."

6. If the CD/DVD Drive Does Not Read Disk Properly • • • • • •

Try restarting your PC before checking or doing anything. Make sure your CD or DVD has the data side down and the label up. Can the disk that you are trying to read, be read from another computer? Is your disk suitable to your drive, for instance are you trying to read a DVD in a CD only drive? The issue might be a disk one. Update your player software. Update your BIOS. Update Windows completely.

Figure 10 - Windows Update Open in Explorer • •

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Look for an issue on your CD/DVD drive's website. There may have developed a new issue with your drive after Windows installed an update. Do you get an "Incorrect Function" error when you insert a disk? This problem is caused by Roxio Easy CD Creator 4.X or earlier which is incompatible with Windows XP. See the Microsoft article here. If you have Easy CD Creator 3.X or 4.X, you must upgrade to at least 5.X or 6.X Easy CD Creator. If you have these versions and you get the message, you must install the Microsoft XP update for Easy CD Creators 5.X and 6.X that is available at Roxio's site here. You might also make sure the drive is on XP’s Hardware Compatibility List (HCL). You might also look at the registry settings at these two locations and delete the “No Drives" values if they exist and then restart your PC: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer and HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer. I'm not sure if this would enable a CD/DVD drive to read a CD/DVD that it initially could not. Locate the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\CD Burning\Drives\Volume{GUID} Check the value of “Drive Type”, if it is equal to DWORD = 1 is a CDR, DWORD = 2 is a CDRW, DWORD = 3 is a CDROM. Adjust this and reboot the computer. Additionally you might look at HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer Modify/Create the Value Name [NoCDBurning] according to the Value Data listed below. Data Type: REG_DWORD [DWORD Value] // Value Name: NoCDBurning Value Data: [0 - Enable Burning / 1 - Disable Burning]

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Uninstall your CD/DVD drive and then have Windows rediscover the device through the add hardware wizard (by right clicking on the root of your computer in Device Manager and choosing "scan for hardware changes.") See here for an explanation how to do this, see method 2 from here. Uninstall and reinstall the secondary IDE port. See t the article here. Does the CPU high usage while accessing or recording? This problem may caused by the drive being not enabling the DMA transfer mode. Right click in Device Manager on the Advanced Settings Tab on the secondary IDE channel. Change the drive from PIO to "DMA when possible" access. This script when executed (ignore the warnings) will set all the drives back from PIO mode to DMA. Perhaps this will solve your problem:

Figure 11 - Advanced Setting Tab of the Properties Dialogue Box of the Secondary IDE Channel in the Device Manager •

You can also try to do the reverse and set DMA to PIO only and see if this allows reading of a disk.

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Make sure that your CD/DVD drive is on a separate IDE cable than the one you are using for your hard disk(s). Usually hard disk are on IDE or SATA channel 1 and the CD ROMs are on channel 2. Mixing the two kind of drives sometimes causes them to malfunction. Try the XP-DVD Fix program. Install the Microsoft Autoplay Repair Wizard. Amazingly this apparently fixes some drive reading problems. Remove the upper and lower filters from the registry key at: HKEY_LOCAL_MACHINE/SYSTEM/CurrentControlSet/Control/Class/4D36E965-E32511CE-BFC1-08002BE10318. Removing these registry setting may restore the player’s ability to read however it may also stop its ability to burn CDs and DVDs from working. You may have to reinstall burning software. See here for a description how to do this with your registry. You should especially remove the filters if CD-ROM access is missing and messages cite error Code 31, Code 32, Code 19, or Code 39 after you remove Easy CD Creator in Windows XP see here for Microsoft article on the subject.

Figure 12 - Regedit Open to the Location of the Upper and Lower Filters • •

See this article on removing additional filters. If Sony’s Rootkit was ever installed, try using the removal tool from Sony to uninstall it. This may have happened and you not known about it. See the link.

Figure 13 - Sony Webpage Location of Tool for Removal of the Company's Rootkit •

Try the sfc /scannow command. Sfc /scannow command scans all protected system files immediately and replaces incorrect versions with correct Microsoft versions. This command may require access to the Windows installation source files. Click Start->Run and type in sfc /scannow, then press OK. Note: there's a blank space between sfc and /scannow.

Figure 14 - Run Dialogue Box with sfc /scannow Entered

Figure 15 - sfc /scannow Command Running in the Command Window •

Do you get an "Incorrect Function" error when you insert a disk? This problem is caused by Roxio Easy CD Creator 4.X or earlier which is incompatible with Windows XP. See the Microsoft article here. If you have Easy CD Creator 3.X or 4.X, you must upgrade to at least 5.X or 6.X Easy CD Creator. If you have these versions and you get the message, you must install the Microsoft XP update for Easy CD Creators 5.X and 6.X that is available at Roxio's site here.

7. If the CD/DVD Burner Does Not Write Any Data or Music • •

Try restarting your PC before checking or doing anything. Make sure your CD or DVD has the data side down and the label up.

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If you have Windows XP, have at least Service Pack 1 installed. Can the disk type that you are trying to burn, be burned from another computer? Has the whole batch gone bad? Are you using the right kind of disk for the burner? The issue might be a disk one.

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Although it may not effect the quality of burning as opposed to whether you can burn at all, do you have enough space to make an image of the disk? CD/DVD writers need at least as much space as the disk contains in order to internally create an image of the disk before burning.

Figure 16 - Recording Tab of CD/DVD Drive Properties in Explorer • • • •

Update your burning software. Update your BIOS. Update Windows completely. Look for an issue on your CD/DVD drive's website. There may have developed a new issue with your drive after Windows installed an update.

Figure 17 - Driver Web Page of a Dell PC Model • • • • •

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Follow Microsoft’s instructions here to make sure the machine recognize as the drive as a writable one. If you can find the setting for the CD/DVD burning speed in the properties of the drive in Explorer, Device Manager, or the burning software, lower this as it may be set too high for the drive. Check if the IMAPI CD-Burning COM Service is started or not. It manages CD recording. If it is disabled or manual, set it to automatic. You might also make sure the drive is on XP’s Hardware Compatibility List (HCL). You might also look at the registry settings at these two locations and delete the “No Drives" values if they exist and then restart your PC: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer and HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer. I'm not sure if this would enable a CD/DVD drive to burn a CD/DVD that it initially could not. Additionally you might look at HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\policies\Expl orer Modify/Create the Value Name [NoCDBurning] according to the Value Data listed below. Data Type: REG_DWORD [Dword Value] // Value Name: NoCDBurning Value Data: [0 - Enable Burning] Locate the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\CD Burning\Drives\Volume{GUID} Check the value of “Drive Type”, if it is equal to DWORD =

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1 is a CDR, DWORD = 2 is a CDRW, DWORD = 3 is a CDROM. Adjust this and reboot the computer. Uninstall your CD/DVD drive and then have Windows rediscover the device through the add hardware wizard (by right clicking on the root of your computer in Device Manager and choosing "scan for hardware changes.") See here for an explanation how to do this, see method 2 from here. Uninstall and reinstall the secondary IDE port. See t the article here. Does the CPU high usage while accessing or recording? This problem may caused by the drive being not enabling the DMA transfer mode. Right click in Device Manager on the Advanced Settings Tab on the secondary IDE channel. Change the drive from PIO to "DMA when possible" access. This script when executed (ignore the warnings) will set all the drives back from PIO mode to DMA. Perhaps this will solve your problem. You can also try to do the reverse and set DMA to PIO only and see if this allows burning of a disk. Make sure that your CD/DVD drive is on a separate IDE cable than the one you are using for your hard disk(s). Usually hard disk are on IDE or SATA channel 1 and the CD ROMs are on channel 2. Mixing the two kind of drives sometimes causes them to malfunction. Try the XP-DVD Fix program. Install the Microsoft Autoplay Repair Wizard. Amazingly this apparently fixes some drive burning problems.

Remove the upper and lower filters from the registry key at: HKEY_LOCAL_MACHINE/SYSTEM/CurrentControlSet/Control/Class/4D36E965-E32511CE-BFC1-08002BE10318. Removing these registry setting may restore the player’s ability to read however it may also stop its ability to burn CDs and DVDs from working. You may have to reinstall burning software. See here for a description how to do this with your registry. You should especially remove the filters if CD-ROM access is missing and

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messages cite error Code 31, Code 32, Code 19, or Code 39 after you remove Easy CD Creator in Windows XP. See Microsoft's article here. See this article on removing additional filters. If Sony’s Rootkit was ever installed, try using the removal tool from Sony to uninstall it. This may have happened and you not known about it. See the link. Try the sfc /scannow command. Sfc /scannow command scans all protected system files immediately and replaces incorrect versions with correct Microsoft versions. This command may require access to the Windows installation source files. Click Start->Run and type in sfc /scannow, then press OK. Note: there's a blank space between sfc and /scannow. You can also check if Cdrom.inf exists under %Systemroot%\inf. If the files are missing or damaged, extract it from a Windows XP CD. Do you get an "Incorrect Function" error when you insert a disk? This problem is caused by Roxio Easy CD Creator 4.X or earlier which is incompatible with Windows XP. See the Microsoft article here. If you have Easy CD Creator 3.X or 4.X, you must upgrade to at least 5.X or 6.X Easy CD Creator. If you have these versions and you get the message, you must install the Microsoft XP update for Easy CD Creators 5.X and 6.X that is available at Roxio's site here. If you just recently upgraded to XP, third party burning software will now be disabled or will now conflicts with XP's burning software which you should uninstall or uninstall and update: see here. Apparently Windows does not play nice with older version of Adaptec CD creator or EZ Creator. This article suggests removing the older software, removing the upper and lower filters from the same key as before, and then removing some additional keys.

8. Drive Burns but With Skips, Lost Data and/or Errors •

Try restarting your PC before checking or doing anything.

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If you have Windows XP, have at least Service Pack 1 installed.

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Can the disk type that you are trying to burn, be burned from another computer? Has the whole batch gone bad? Are you using the right kind of disk for the burner? The issue might be a disk one.

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Update your burning software.

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Update your BIOS.

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Update Windows completely.

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Look for an issue on your CD/DVD drive's website. There may have developed a new issue with your drive after Windows installed an update.

Figure 18 - Driver Web Page of Dell PC Model •

You might also make sure the drive is on XP’s Hardware Compatibility List (HCL).

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Locate the following registry key: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\CD Burning\Drives\Volume{GUID} Check the value of “Drive Type”, if it is equal to DWORD = 1 is a CDR, DWORD = 2 is a CDRW, DWORD = 3 is a CDROM. Adjust this and reboot the computer.

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Uninstall your CD/DVD drive and then have Windows rediscover the device through the add hardware wizard (by right clicking on the root of your computer in Device Manager and choosing "scan for hardware changes.") See here for an explanation how to do this, see method 2 from here.

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Uninstall and reinstall the secondary IDE port. See t the article here.

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Does the CPU high usage while accessing or recording? This problem may caused by the drive being not enabling the DMA transfer mode. Right click in Device Manager on the Advanced Settings Tab on the secondary IDE channel. Change the drive from PIO to "DMA when possible" access. This script when executed (ignore the warnings) will set all the drives back from PIO mode to DMA. Perhaps this will solve your problem.

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If you can find the setting for the CD/DVD burning speed in the properties of the drive in Explorer, Device Manager, or the burning software, lower this as it may be set too high for the drive.

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Make sure you have over 1 GB free of space on your hard disk if you are burning a CD and perhaps over 5 GB if you are burning a DVD.

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You can also try to do the reverse and set DMA to PIO only and see if this allows burning of a disk.

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Make sure that your CD/DVD drive is on a separate IDE cable than the one you are using for your hard disk(s). Usually hard disk are on IDE or SATA channel 1 and the CD ROMs are on channel 2. Mixing the two kind of drives sometimes causes them to malfunction.

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Try the XP-DVD Fix program.

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Install the Microsoft Autoplay Repair Wizard. Amazingly this apparently fixes some drive burning problems.

Figure 19 - Microsoft AutoPlay Fix Wizard •

Remove the upper and lower filters from the registry key at: HKEY_LOCAL_MACHINE/SYSTEM/CurrentControlSet/Control/Class/4D36E965-E32511CE-BFC1-08002BE10318. Removing these registry setting may restore the player’s ability to read however it may also stop its ability to burn CDs and DVDs from working. You may have to reinstall burning software. See here for a description how to do this with your registry. You should especially remove the filters if CD-ROM access is missing and messages cite error Code 31, Code 32, Code 19, or Code 39 after you remove Easy CD Creator in Windows XP. See Microsoft's article here.

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See this article on removing additional filters.

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Try the sfc /scannow command. Sfc /scannow command scans all protected system files immediately and replaces incorrect versions with correct Microsoft versions. This command may require access to the Windows installation source files. Click Start->Run and type in sfc /scannow, then press OK. Note: there's a blank space between sfc and /scannow.

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You can also check if Cdrom.inf exists under %Systemroot%\inf. If the files are missing or damaged, extract it from a Windows XP CD.

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Do you get an "Incorrect Function" error when you insert a disk? This problem is caused by Roxio Easy CD Creator 4.X or earlier which is incompatible with Windows XP. See the

Microsoft article here. If you have Easy CD Creator 3.X or 4.X, you must upgrade to at least 5.X or 6.X Easy CD Creator. If you have these versions and you get the message, you must install the Microsoft XP update for Easy CD Creators 5.X and 6.X that is available at Roxio's site here. •

If you just recently upgraded to XP, third party burning software will now be disabled or will now conflicts with XP's burning software which you should uninstall or uninstall and update: see here.

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Apparently Windows does not play nice with older version of Adaptec CD creator or EZ Creator. This article suggests removing the older software, removing the upper and lower filters from the same key as before, and then removing some additional keys.

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If you get a message: "Incorrect function" error message when you access the CD-ROM drive, the DVD-ROM drive, or the CD-RW drive, uninstall Roxio 4.X or earlier and install a more up to date versi