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Troubleshooting Problems with the HP Memories Disc Creator Software

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Use this document with the HP PSC 1100 series, HP PSC 1200 series, HP PSC 1310 series, HP PSC 1340 series, HP PSC 1350 series, HP PSC 2100 series, HP PSC 2200 series, HP PSC 2400 series, HP PSC 2500 series, HP Officejet 4100 series, HP Officejet 5500 series, and the HP Officejet 6100 series all-in-one products.

Introduction

This document provides information for solving problems with the HP Memories Disc Creator Software. To help in your troubleshooting, the document is divided into the following sections:
  • Error messages
  • Other problems
  • Problems playing a Memories Disc
  • Frequently asked questions

Common problems

The following error messages may occur while creating a Memories Disc:

CD-Writer not found

The error message the HP Memories Disc Creator software could not find a CD-Writer on your system appears while burning a Memories Disc. The table below lists causes and solutions for these error messages:
CauseFix/Check
CD-Writer not MMC compatible (MMC is a standard command set used by some CD recorders) .Replace or try another CD-Writer.
Out of date CD-Writer driver.Download new CD-Writer driver.
CD-Writer in use by another application. Close other applications including virus checkers and screen savers.
Disc not inserted in the CD-Writer correctly.Remove and re-insert the disc making sure that the CD tray closes properly.
Broken CD-Writer. Replace or try another CD-Writer.

CD-Writer or disc cannot be accessed

The error messages There is no disc in the CD-Writer, The disc in the CD-Writer is read-only or The HP Memories Disc Creator software cannot erase the disc in the CD-Writer appear while burning a Memories Disc. The table below lists causes and solutions for these error messages:
CauseFix/Check
CD-Writer in use by another application.Close other applications including virus checkers and screen savers.
Disc not inserted in the CD-Writer correctly.Remove and re-insert the disc making sure that the CD tray closes properly.

Disc not found and other disc problems

The error messages There is no disc in the CD-Writer, the disc in the CD-Writer is read-only or the HP Memories Disc Creator software cannot erase the disc in the CD-Writer appear while burning a Memories disc. The table below lists causes and solutions for these error messages:
CauseFix/Check
No disc in the CD-Writer.Insert valid CD-RW or CD-R disc and try again.
Incompatible media.Insert valid CD-RW or CD-R disc and try again.
Disc may be dirty or damaged.Check disc and wipe it gently with a soft, damp cloth and try again. Insert another disc and try again.

Unable to burn a Memories Disc

The error message The HP Memories Disc Creator software detected a problem when creating the Memories Disc appears while burning a Memories disc. The table below lists causes and solutions for these error messages:
CauseFix/Test
Not enough available memory.Close all programs that are not in use.

If this error occurs frequently, add more memory to the computer.
Direct Memory Access (DMA) problem.Enable DMA if necessary.
Disc record speed set too high.Reduce the maximum recording speed.
If other CD writing software was uninstalled, some of the necessary files may be missing.Reinstall HP Memories Disc Creator software.

Content exceeds CD space

The error message The volume of your content exceeds the available space on the CD is displayed while organizing a Memories Disc. The table below lists causes and solutions for this error message:
CauseFix/Test
Too much content for the available space on the target CD.Remove some content. Select a shorter image display time or remove images until the % full indicator registers less than 100% full.
NOTE:The capacity meter assumes a 700MB disc. For 8 cm (185MB) media, the capacity meter must read well below 100%.

Problems creating a Video CD

The error message The HP Memories Disc Creator software could not create the Video CD files appears while creating a Memories Disc. The table below lists causes and solutions for this error message:
CauseFix/Test
Corrupt image or audio file.Make sure that the image and audio files are supported types.
NOTE:HP Memories Disc Creator software does not support WMA files.
Temp directory may be read-only or out of space.Check that directory is not read-only or out of space.

Problems when processing images

The error messages The HP Memories Disc Creator software could not process some images or The HP Memories Disc Creator software could not process any images files appear while creating a Memories Disc. The table below lists causes and solutions for these error messages:
CauseFix/Test
Unsupported file types or corrupt images.Make sure the file types appear on the list of supported file types.

Try again.

Select a smaller set of files in a different directory.

Problems with audio files

The error messages The HP Memories Disc Creator software could not process your audio file, This may not be a supported file type or the file may be corrupt, or make sure that your audio file is a WAV or MP3 format appear while creating a Memories disc. The table below lists causes and solutions for these error messages:
CauseFix/Test
File may be an unsupported type, may be corrupt, or may have an incorrect extension.Make sure the file type is WAV or MP3.
NOTE:HP Memories Disc Creator software does not support WMA files.


Create a Memories Disc without audio files.
NOTE:There is a mistake in the Help files in the HP Memories Disc Creator software version 1.0 which mentions that WMA files are supported when in fact they are not. This mistake has been fixed in the newer version, HP Memories Disc Creator 2.0
v 1.0 HP modelsv 2.0 HP models
HP PSC 1100 seriesHP PSC 1310 series
HP PSC 1200 seriesHP PSC 1340 series
HP PSC 2100 seriesHP PSC 1350 series
HP PSC 2200 seriesHP PSC 2400 series
HP Officejet 4100 seriesHP PSC 2500 series
HP Officejet 6100 seriesHP Officejet 5500 series

Low memory problems

The error message You are below 200MB of free remaining disc space. You must create additional disc space before you can create a Memories Disc is displayed any time while processing the Memories Disc. The table below lists causes and solutions for this error message:
CauseFix/Test
Missing a DLL file or possible corrupt installation.Shut down and restart the computer.

Check for a newer version of HP Memories Disc Creator software.

Uninstall the HP Memories Disc Creator software and reinstall it again.

Buffer underrun errors

The error message Buffer underrun ..... appears while burning a Memories Disc. This occurs when the data flow to the CD-Writer is interrupted. The table below lists causes and solutions for this error message:
CauseFix/Test
Fragmented hard drive.Run scandisk and defrag before burning a Memories Disc.
CD recording speed too high.Choose a slower record speed. Start at 1x to test.
Not enough temp space.Does system meet minimum requirements?

Verify available temp space; this should be at least twice as much as the largest file size.

Close background tasks such as screen savers, antivirus software, and other applications.

Turn off power management.
Slow source devices.Unsure use of latest drivers, especially for SCSI controller card-driven devices.
Slow data transfer.Place CD-Writer on its own IDE channel. It should be on a different channel than the hard disk.

If working over a network, copy to a local disk before burning the CD.
Damaged source file or source media.Check source media for dust or scratches. Try copying the file to the hard disk to verify source.
Source file in use.Make sure all files are closed and not in use.
NOTE:Many new CD-Writers have a feature to prevent buffer underruns called BURN-Proof (BufferUndeRuN Proof). BURN-Proof CD-Writers continually check the status of the buffer and when it falls low, usually below 10% of maximum capacity, they stop recording. As soon as the buffer refills, the CD-Writer will start writing again where it left off.

Other HP Memories Disc Creator Software issues:

The following issues may also occur while creating a Memories Disc:

Problems with low memory systems

WhatActions
Failures during pre-master or CD burning when dealing with many high resolution images, especially on low memory (64MB) Windows 9x platforms.Select a low burn speed: 1x or 2x.

Do not run other tasks while creating the disc.

Close all background tasks such as screen savers and virus checkers.

Maximum number of images

WhatActions
Maximum number of images is determined by the following conditions:

Total size of the images, plus the generated content of the Memories Disc does not exceed the available space on CD.
The HP Memories Disc Creator software manages its capacity meter based on 700MB of space. When using a CD with different capacity (such as an 8 cm, 185MB disc) adjust accordingly.

Multiple CD-Writer drivers

WhatActions
The HP Memories Disc Creator software automatically selects the first CD-Writer on a system, usually the Master IDE device, when multiple CD-Writers exist.To use the other CD-Writers, check the CD-Writers documentation for instructions on swapping master/slave IDE devices.

Compatibility with other CD writing software

WhatActions
Although HP Memories Disc Creator software is compatible with other CD writing software, messages from other CD writing software may appear when inserting a disc in the CD-Writer.Dismiss other messages as they appear.

Do not use other applications to format Memories Discs.

In most cases, HP Memories Disc Creator software will not work with media formatted by other CD writing software.

Compatibility with Microsoft Windows XP CD writing software

WhatActions
The HP Memories Disc Creator software is compatible with the built-in CD writing software in Windows XP . However, the two applications cannot be used at the same time.If problems occur when writing to a CD on a Windows XP system, select the CD-Writer in Windows Explorer and check whether it contains files ready to be written. If so, remove them before using the HP Memories Disc Creator software. Removing files from the CD-Writer will not remove the originals from the system.

Working with CD-R and CD-RW media

WhatActions
Although the HP Memories Disc Creator software is tested on many media types, subtle differences in media and CD-Writers may cause inconsistent behaviors.If the HP Memories Disc Creator software has trouble detecting media or erasing media, try a new, blank, unused disc of the same type or a different brand of media.
NOTE:Remember that HP Memories Disc Creator software will not usually work with media formatted by other CD writing software.

WMA not supported

WhatActions
HP Memories Disc Creator software does not support WMA audio files.Do not attempt to use WMA files on Memories Discs.
NOTE:There is a mistake in the Help files in the HP Memories Disc Creator software version 1.0 which mentions that WMA files are supported when in fact they are not. This mistake has been fixed in the newer version, HP Memories Disc Creator 2.0
v 1.0 HP modelsv 2.0 HP models
HP PSC 1100 seriesHP PSC 1310 series
HP PSC 1200 seriesHP PSC 1340 series
HP PSC 2100 seriesHP PSC 1350 series
HP PSC 2200 seriesHP PSC 2400 series
HP Officejet 4100 seriesHP PSC 2500 series
HP Officejet 6100 seriesHP Officejet 5500 series

Problems playing a Memories Disc

The following issues may occur while playing a Memories Disc:

Problems playing a Memories Disc on a computer

WhatPossible CauseAction
Memories Disc does not autostart. HOMEPAGE.HTM file is corrupt or not found in the root directory of the Memories Disc.If the home page does not open automatically, find and open the file HOMEPAGE.HTM in the root directory of the Memories Disc.
Computer plays Photo/Slide Show silently.The computer and the Web browser must be configured to play MP3 audio files. If this is not configured correctly, the Photo/Slide Show will run silently.Configure the computer and the Web browser to play MP3 audio files.

Problems playing a Memories Disc on a DVD player

WhatPossible causeAction
The menu does not appear when you insert the Memories Disc in the DVD player.The DVD player playback control (PBC) for Video CD is not set to on.See the User guide of the DVD player for instructions. Check also that Auto Play is enabled.

HP Memories Disc Creator software frequently asked questions

What kind of discs should I use to burn Memories Discs?

For bests results, use CD-RW discs. CD-RW media is more compatible with older DVD players than CD-R media.
The DVD player used to view Memories Discs must meet the minimum system requirements. However, some DVD players that do not claim support for CD-R or CD-RW media may still support them. Experiment to determine which discs work best.

Which audio files are supported?

The HP Memories Disc Creator software supports the following audio formats:
  1. WAV (Waveform Audio Data format).
  2. MP3 (MPEG layer 3 audio encoding).
  3. CDA (Compact Disc Audio). This is the format on audio CDs.
The HP Memories Disc Creator software can read an audio track from an audio CD.
NOTE:The HP Memories Disc Creator software does not support WMA files. There is a mistake in the Help files in the HP Memories Disc Creator software version 1.0 which mentions that WMA files are supported when in fact they are not. This mistake has been fixed in the newer version, HP Memories Disc Creator 2.0
v 1.0 HP modelsv 2.0 HP models
HP PSC 1100 seriesHP PSC 1310 series
HP PSC 1200 seriesHP PSC 1340 series
HP PSC 2100 seriesHP PSC 1350 series
HP PSC 2200 seriesHP PSC 2400 series
HP Officejet 4100 seriesHP PSC 2500 series
HP Officejet 6100 seriesHP Officejet 5500 series
WARNING:The user is responsible for observing any legal obligations that apply to the selected music. The built-in music provided with HP Memories Disc Creator software may be used only as background music.

Which image files are supported?

The HP Memories Disc Creator software supports the following image formats:
  1. BMP (Windows BitMaP format).
  2. JPEG, JPG (Joint Photographic Experts Group format).
  3. TIF (Tag Image File format).
  4. GIF (Graphics Interchange File format).
  5. PNG (Portable Network Graphics format).
  6. PCT (Macintosh PICT format).
  7. PCD (Kodak PhotoCD format).
  8. JTF (TIFF format with JPEG compression).
  9. CMP (LeadTOOLS bitmap compression format).
  10. JFF, JFIF (JPEG file interchange format).

Which DVD players are compatible with Memories Disc?

To play a Memories Disc, a DVD player must have the following capabilities:
  1. Be compatible with Video CD (VCD) format, also known as Compact Disc Digital Video.
  2. Be able to read CD-R or CD-RW media. Many older DVDs support CD-RW media only. Test this by trying both types on the DVD player.
To interactively browse pictures on a Memories Disc, the DVD player must support the Video CD 2.0 format, sometimes known as Playback Control (PBC).

What does the capacity meter measure?

The capacity meter checks and displays the space used; for instance, the percentage full, based on a 700MB disc.
If the percentage exceeds 100%, remove content before creating a disc. Either select a shorter image display time or remove some images.
Some discs have less than 700MB capacity. For these discs, the capacity meter is not accurate and the actual content must be less than 100%.

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