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CD/DVD Drive Is Not Detected (Windows 8)

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This document applies to HP and Compaq computers with Windows 8.
NOTE: If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.
When you try to burn or read a disc, nothing happens or an error stating that the drive cannot be found appears in the CD/DVD burning software.
If a window does not open when discs are inserted into the drive and the drive does not appear in File Explorer, refer to The CD/DVD drive does not appear in Windows 8 .
If Windows recognizes the CD/DVD drive but the disc burning software does not detect the drive, refer to Software for burning discs does not recognize the drive .

The CD/DVD drive does not appear in Windows 8

If a window does not open when discs are inserted into the drive and the drive does not appear in File Explorer, then the drive is not being recognized by Windows 8. Use these steps to troubleshoot this condition.
NOTE:If you have a new notebook computer, make sure the computer actually has a CD/DVD drive. Several models of notebook computer do not come with CD/DVD drives, and must use an external USB drive or other solution.
NOTE:If you have upgraded your computer to Windows 8 and the drive was working before but is no longer working correctly in Windows 8, you can save time by starting with Clearing the upper and lower registry filters to remove the upper and lower control filters from the registry.

Step 1: See if the drive appears in BIOS

If a window does not open when discs are inserted into the drive and the drive does not appear in File Explorer, it might be a problem with the BIOS. The BIOS in your computer manages all communication between the hardware components and the operating system. If the operating system does not recognize the CD/DVD drive, check the BIOS and see if it is recognized there. To access the BIOS, first shut down the computer using the following steps:
On a notebook computer
  1. Press the Windows + I key.
    The Settings charm opens on the right side of the screen.
  2. Click Power , press and hold the Shift key, and select Shut down .
    Figure 1: Shut down
    Image of Settings with Power, Shut down selected
  3. Turn on the computer and immediately press the F10 key repeatedly until the BIOS Setup Utility screen appears.
  4. Use the arrow keys to navigate to the System Configuration screen.
  5. Select Boot Options and then press Enter .
  6. On the Boot Options sub-screen, select Boot Order and then press Enter .
  7. In the Boot Order list, look for a CD/DVD drive entry. Depending on your notebook model and specific CD/DVD drive, the entry name indicates the exact type of disc drive you have (for example, it may read Internal CD/DVD-ROM Drive ).
    Figure 2: Example of CD/DVD drive listing in notebook BIOS
    Example of CD/DVD drive listing in notebook BIOS
  8. Press Esc and then press Enter to Exit BIOS.
On a desktop computer
  1. Press the Windows + I key.
    The Settings charm opens on the right side of the screen.
  2. Click Power , press and hold the Shift key, and select Shut down .
    Figure 3: Shut down
    Image of Settings with Power, Shut down selected
  3. Turn on the computer and immediately press the F10 key repeatedly until the BIOS Setup Utility screen appears.
  4. Use the arrow keys to navigate to the Storage tab.
  5. Use the arrow keys to select Device Configuration , and then press Enter .
  6. Look for a CD/DVD drive entry in the Device Configuration sub-screen.
    Figure 4: Example of CD/DVD drive listing in desktop BIOS
    Example of CD/DVD drive listing in desktop BIOS
  7. Press the Esc key to exit Device Configuration.
  8. Press the Esc key again, press Enter , and then press Enter again to Ignore Changes and Exit BIOS.
If there is no CD/DVD drive listed in BIOS, the problem is probably hardware-related. If you are using a desktop computer, continue to Check the drive cable connections . If you are using a notebook computer, contact HP Consumer Support for further assistance.
If a CD/DVD drive name is listed in BIOS, the BIOS recognizes the device and the problem is most likely software-related. Continue to check the drive name in Device Manager.

Step 2: Checking the drive name in Device Manager

If a window does not open when discs are inserted into the drive and the drive does not appear in File Explorer, it might be a problem with the BIOS. Once you have checked if the CD/DVD drive appears in the BIOS, check the drive name in Device Manager. Use the following steps to reinstall the drive in Device Manager and to find if Windows is able to recognize the drive.
  1. On the Windows Start screen, type Device Manager to open the Search charm, and then select Device Manager in the search results.
    Figure 5: Search results
    Search results with Device Manager selected
  2. Double-click DVD/CD-ROM drives to expand the category.
    Figure 6: Device Manager: DVD/CD-ROM drives
    Image of Device Manager window showing location of DVD/CD-ROM drives
    If DVD/CD-ROM drives is not in the list, skip to Resetting the computer power .
  3. Right-click the drive name and select Uninstall .
    Figure 7: Uninstall DVD/CD-ROM drive in Device Manager
    Image of Device Manager window, uninstall DVD/CD-ROM drive
    If a confirmation window opens, click OK or Yes .
    The drive name should be removed from the list (and the DVD/CD-ROM drives category will also be removed if there is only one drive).
  4. In Device Manager, click Action , select Scan for hardware changes , and then wait for Windows to find and install the CD/DVD drive.
    Figure 8: Scan for hardware changes
    Image of Action menu in Device Manager with Scan for hardware changes selected
    When the installation finishes, the drive name should appear in Device Manager.
  5. Open the DVD/CD-ROM drive category again and do the following actions depending on what is shown in DVD/CD-ROM drives :
    • If the CD/DVD drive name is missing , the drive is not being detected by Windows. Scan for hardware changes again to attempt to detect the drive. If the drive is still not detected, close Device Manager and skip to Resetting the computer power to reset power and reseat the drive cables if necessary.
    • If a drive name is shown with an alert icon (the drive icon is marked with an alert symbol, ), double-click the drive name to find more information. Do the following depending on what is shown in the Device Status section:
      • If error code 10 , 19 , 31 , 32 , 39 or 41 is shown in Device Status, a problem exists with the integration of previous CD burning software. Use Clearing the upper and lower registry filters to remove associated control filters from the registry.
      • For any other error, refer to the information that is provided with the error code.
    • If a drive name is shown with a disabled icon (the drive icon is marked with an arrow pointing down, ), the drive has been disabled. Right-click the drive name and select Enable . You may have to restart the computer. The drive should work correctly once it has been enabled.
      If the drive cannot be enabled, a required software service or driver is disabled or not functioning properly. Double-click IDE ATA/ATAPI controllers in Device Manager to see if there are any problems and troubleshoot them according to the error codes.
      Resetting the BIOS may also resolve this problem. To access the BIOS, fully shut down the computer and then restart using the following steps:
      1. Press the Windows + I key.
        The Settings charm opens on the right side of the screen.
      2. Click Power , press and hold the Shift key, and select Shut down .
      3. Turn on the computer and immediately press the F10 key repeatedly until the BIOS Setup Utility screen appears.
      To reset the BIOS, use one of the following sets of steps, depending on the type of computer you are using:
      • To reset the BIOS on a notebook computer , press F9 to Setup Defaults, press Enter , and then press F10 again to Save and Exit.
      • To reset the BIOS on a desktop computer , use the arrow keys to navigate to the File tab, select Apply Defaults and Exit , press Enter , and then press Enter again to confirm.
    • If the CD/DVD drive is listed as normal , with no special icons , Windows is detecting the drive but other software used to burn discs may not be detecting the drive. Use the steps in Software for burning discs does not recognize the drive to make the disc burning software detect the drive.

Step 3: Use the Hardware and Devices troubleshooter

If a window does not open when discs are inserted into the drive and the drive does not appear in File Explorer, it might be a problem with the hardware. Once you have checked the BIOS for problems, use the Hardware and Devices troubleshooter to check the hardware for problems. Windows 8 includes a troubleshooter that checks hardware, such as CD/DVD drives, for problems. Follow these steps to use the Hardware and Devices troubleshooter to check for problems:
  1. On the Windows Start screen, type Find and Fix Problems to open the Search charm, and then select Find and Fix Problems in the search results.
    Figure 9: Search results
    Search results with Find and Fix Problems selected
  2. Under System and Security, click Find and fix problems .
    Figure 10: Find and fix problems in Control Panel
    Image of Control Panel window, Find and fix problems
  3. Under Hardware and Sound, click Configure a device .
    Figure 11: Configure a device
    Image showing Troubleshooting window, Configure a device selected
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.
  4. Click Next .
  5. Windows checks for problems. If the troubleshooter detects problems, follow the instructions to fix the problem.
    If the drive is still missing after using the troubleshooter, continue to the next step.

Step 4: Resetting the computer power

Under certain conditions the drive might lose communication with Windows even after restarting Windows, which can cause problems with CD or DVD detection. Resetting the computer power can fix this problem. To reset the drive, follow these steps:
  1. Press the Windows + I key.
    The Settings charm opens on the right side of the screen.
  2. Click Power , press and hold the Shift key, and select Shut down .
    Figure 12: Shut down
    Image of Settings with Power, Shut down selected
  3. Wait until the computer fully shuts down, and then disconnect the power cord from the computer.
  4. If you have a notebook computer, remove all batteries from their compartments, wait 10 seconds, and then reinsert the battery (or batteries). If your notebook computer has a battery that is sealed within the computer's case, a battery that cannot be removed easily, skip this step.
  5. After waiting at least 10 seconds, reconnect power to the computer.
  6. Turn on the computer and wait for Windows to start. If any messages open stating that Windows is installing new hardware, wait for Windows to finish before checking to see if the CD/DVD drive is available.
If the drive is still missing after resetting power, check the drive cable connections on desktop computers, or clear the upper and lower registry filters for notebook computers.

Step 5: Checking drive cable connections (desktop tower computers only)

If you are using a desktop computer, perform the steps in this section to check the CD/DVD drive cabling. If you are using a notebook computer, skip to Clearing the upper and lower registry filters .
WARNING:The edges of metal panels can cut skin. Be careful not to slide skin along any interior metal edge of the computer.
CAUTION:This product contains components that can be damaged by electrostatic discharge (ESD). To reduce the chance of ESD damage, work over a noncarpeted floor, use a static dissipative work surface (such as a conductive foam pad), and wear an ESD wrist strap connected to a grounded surface.
  1. Turn off the computer, unplug all cords from the computer, and then press the Power button on the front of the computer for five seconds.
  2. Remove the side panel.
    Figure 13: Removing the side panel
    Removing the side panel
  3. Gently disconnect both the data cable and the power cable from the back of the CD/DVD drive.
    Figure 14: Power cable and data cable
    Photograph showing the back of hard drives inside the computer with the data and power cables called out
    1 - Power cable
    2 - Data cable
  4. Reinsert the power and data cables into the back of the drive making sure the cables fit snugly into their connectors and making sure there are no bent pins.
  5. Gently remove and reinsert the CD/DVD drive data cable from the connector on the motherboard. Be careful not to dislodge other cables.
  6. If the CD/DVD drive is not original equipment and was recently added, make sure that the drive cables are installed correctly.
  7. Replace the cover and plug in the power, keyboard, mouse, and video cables.
    Figure 15: Replacing the side panel
    Replacing the side panel
  8. Check if the drive name appears in BIOS using the following steps:
    1. Turn on the computer and immediately press the F10 key repeatedly until the BIOS Setup Utility screen appears.
    2. Use the arrow keys to navigate to the Storage tab.
    3. Use the arrow keys to select Device Configuration , and then press Enter .
    4. Look for a CD/DVD drive entry in the Device Configuration sub-screen.
      Figure 16: Example of CD/DVD drive listing in BIOS
      Example of CD/DVD drive listing in BIOS
    5. Press the Esc key to exit Device Configuration.
    6. Press the Esc key again, press Enter , and then press Enter again to Ignore Changes and Exit.
      The computer exits the BIOS and starts into Windows.
  9. Do one of the following actions depending on what is listed in the BIOS:
    • If the drive name appears , the drive is recognized by the BIOS and should also be recognized by Windows.
      • If Windows recognizes the drive, you are finished.
      • If Windows does not recognize the drive, repeat Step 2 to see if the drive name appears in Device Manager and troubleshoot disc burning software if needed.
    • If the drive name still does not appear , replace the cable, the drive, or have the computer serviced.
    NOTE:If you suspect that the drive may be bad after using these steps, test the drive to see if the hardware has failed. For more information about testing for CD/DVD drive hardware failures, refer to one of the following HP support documents:

Step 6: Clearing the upper and lower registry filters

Clear the registry filters for Device Manager error codes 10 , 19 , 31 , 32 , 39 or 41 using the following steps:
  1. Unplug all non-essential external plug and play devices, especially cameras. Then complete the following steps.
  2. On the Windows Start screen, type regedit to open the Search charm, and then select regedit
    Figure 17: regedit
    Search results with regedit selected
  3. Select Computer in the main window.
    Figure 18: Registry Editor
    Image of Registry Editor
  4. Click File , click Export , type a filename that is easy for you to remember, and then click Save .
    A copy of the registry has been saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file and double-click it to restore the registry.
  5. Click the arrow next to each of the following items in the list:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  6. Select 4D36E965-E325-11CE-BFC1-08002BE10318 . Make sure you have selected this exact key name.
  7. If a LowerFilters value is listed on the right side of the Registry Editor window, select the LowerFilters value and press the Delete key. Confirm the deletion by clicking Yes .
    Figure 19: LowerFilters in Registry Editor
    Image of LowerFilters entry in Registry Editor
  8. If an UpperFilters value is also listed, select UpperFilters in the right side of the window and press the Delete key.
    Confirm the deletion by clicking Yes .
  9. Delete all other UpperFilters and LowerFilters values within the 4D36E965-E325-11CE-BFC1-08002BE10318 key if any exist.
  10. Close the Registry Editor and restart the computer. The disc drive should now be recognized by Windows. You may need to uninstall your disc recording software, restart the computer, reinstall the CD/DVD writing software, and then restart the computer again if the software no longer recognizes the drive (see next section).

Step 7: Testing for CD/DVD drive failure

If you suspect that the drive may be bad after using the previous steps, test the drive to see if the hardware has failed. For more information about testing for CD/DVD drive hardware failures, refer to one of the following HP support documents:
If the drive test fails, the drive needs to be replaced or the computer needs to be serviced.

Software for burning discs does not recognize the drive

If the CD/DVD writing software displays notification that no drive is detected, use the steps in this section.
NOTE:Disc recording software applications that come with HP and Compaq computers are made to recognize only the original CD/DVD drives that come with the computer. If you have added a new drive, use the disc burning software that came with the drive or use the native burning capabilities of Windows 8.
Figure 20: CyberLink Power2Go error message example
CyberLink Power2Go error message stating that no  disc burning drive is available

Step 1: Reinstalling disc recording software

Upgrading the operating system or installing certain types of software can cause other recording software to lose their connection to the drive. Installing software that can burn discs, some music software, and some DVD authoring/decryption software can cause these types of problems.
To correct the problem and allow the software to detect the drive again, uninstall the CD/DVD recording software, restart the computer, reinstall the disc recording software, and then restart the computer again.
NOTE: If the CD/DVD writing software that you use was purchased separately, uninstall the software, restart, then use its installation discs to install the software, and then restart again.
The following procedure is an example of how to correct a No burner is currently available message in CyberLink Power2Go.
NOTE:Those familiar with editing the Windows registry can save time by adding a LowerFilters value to the Windows Registry instead of reinstalling the software. To do so, skip to Replacing the PxHelp20registry value .
  1. Uninstall CyberLink Power2Go from Programs and Features:
    1. At the Start screen, type Programs and Features to open the Search charm, and then select Programs and Features in the Search results.
      Figure 21: Programs and Features
      Search results with Programs and Features selected
    2. Right-click CyberLink Power2Go and click Uninstall .
      Figure 22: Uninstall Cyberlink Power2Go
      Uninstalling Cyberlink Power2Go
    3. Uninstall Cyberlink Power2Go.
  2. After CyberLink Power2Go has been uninstalled, restart the computer .
  3. After the computer has restarted, install CyberLink Power2Go from the HP Recovery Manager application:
    1. At the Start screen, type Recovery Manager to open the Search charm, and then select Recovery Manager from the search results.
      Figure 23: Search
      Search results with Recovery Manager selected
    2. Under I need help immediately ...
      • in your notebook computer, select Software Program Reinstallation .
      • in your desktop computer, select Drivers and Application Reinstall .
    3. On the Software Program Reinstallation welcome screen, click Next .
    4. Select CyberLink Power2Go , and then click Next .
      Figure 24: Select program to reinstall
      Select program to reinstall
    5. Follow the on-screen instructions to reinstall CyberLink Power2Go.
  4. Open CyberLink Power2Go and verify that a drive name appears as the destination selection.
After the CD/DVD software is reinstalled and the computer has been restarted, it should recognize the CD/DVD drive. If the drive is not recognized, continue to replace the PxHelp20 registry value.

Step 2: Replacing the PxHelp20 registry value

Use the following steps to replace the PxHelp20 registry value:
  1. On the Windows Start screen, type regedit to open the Search charm, and then select regedit
    Figure 25: regedit
    Search results with regedit selected
  2. Select Computer in the main window.
    Figure 26: Registry Editor
    Image of Registry Editor
  3. Click File , Export , type a filename that is easy for you to remember, and click Save .
    A copy of the registry has saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file and double-click it to restore the registry.
  4. Click the arrow next to each of the following items in the list:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  5. Select 4D36E965-E325-11CE-BFC1-08002BE10318 . Make sure you have selected this exact key name.
  6. If a LowerFilters value is listed on the right side of the registry editor window, click the LowerFilters value, and press the Delete key. Confirm the deletion by clicking Yes .
  7. With the 4D36E965-E325-11CE-BFC1-08002BE10318 key still selected, right-click any blank area of the right side of the Registry Editor window (the window pane listing all the values within the key).
  8. Select New , and then click Multi-String Value .
    Figure 27: New Multi-String Value
    Image of right-click menu in Registry Editor, showing New, Multi-String Value
  9. Replace the default text for the new value by typing the following and then pressing Enter :
    LowerFilters
  10. Right-click the new LowerFilters value and select modify .
  11. Type the following into the Value Data field:
    PxHelp20
  12. Click OK .
    A new LowerFilters value containing PxHelp20 is listed in the Registry Editor window.
    Figure 28: PxHelp20 LowerFilters key
    Image of Registry Editor showing new PxHelp20 LowerFilters key
  13. Close the Registry Editor and restart the computer . The disc drive should now be recognized by your recording software. If not, continue to the next step.

Step 3: Getting the latest drive firmware updates from the Web

Go to the HP Web site to see if there are any drive firmware and/or recording software updates available. Use the following steps:
  1. Go to the HP Support Web page and click the Drivers & Software tab.
  2. In the Search box, enter your product name/number (for example, Pavilion p6230f), and then click Search .
  3. Select the version of Windows the computer is using.
  4. Click the Firmware link and look for any available CD/DVD firmware updates (for example: HLDS CH10L DVD-R/RW drive firmware update). Then click the Software - Multimedia , and Software - Solutions links and look for any available recording software updates (for example: CyberLink Power2Go update).
  5. If there are updates available for the CD/DVD drive or recording software, select the ones that apply.
  6. Follow the instructions on the download pages to download each applicable update.
  7. Install the updates according to the instructions on the download page.
Once you have installed the updates or if no updates were available, continue to restore system files.

Step 4: Restoring system files

Use Microsoft System Restore to return the system back to a time when the CD/DVD writing software was known to work. For more information, refer to the HP Support document Using Microsoft System Restore (Windows 8) .
If a System Restore does not resolve the problem, you can use HP Recovery Manager to return the computer software configuration back to its original state. For more information, refer to the HP Support document Performing an HP System Recovery (Windows 8) .

Step 5: Testing for CD/DVD drive failure

If you suspect that the drive may be bad after using the previous steps, test the drive to see if the hardware has failed. For more information about testing for CD/DVD drive hardware failures, refer to one of the following HP support documents:
If the drive test fails, the drive needs to be replaced or the computer needs to be serviced.