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CD/DVD Drive is not Detected (Windows XP, ME, or 98)

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This document applies to HP and Compaq desktop computers with Windows XP, Me, and 98.
Use this document to make Windows and the CD writing software recognize the CD or DVD writer drive. Start at Step 1; do not skip to other sections until Step 1 has been completed.

Step 1: Does Windows detect the CD or DVD drive?

Use Device Manager to determine if Windows is recognizing the drive.
Show me how
  1. In Windows XP, click Start , and right-click My Computer .
    In Windows 98 and Me, right-click the My Computer icon on the desktop.
  2. In Windows XP, select Properties , click the Hardware tab, and then click the Device Manager button.
    In Windows 98 and Me, select Properties , and click the Device Manager tab.
  3. Click the plus sign (+ ) next to DVD/CD-ROM Drives (or similar) category.
  4. Do the following depending on what is listed in the DVD/CD-ROM drives category:
    • If the CD or DVD drive name is missing , the drive is not being detected by Windows. Close Device Manager and skip to the section CD or DVD drive is not recognized by Windows .
    • If a drive name is shown but is disabled (icon is marked with a red X, ), the drive has been disabled. Right-click the drive name and select Enable . You may have to restart the computer to complete the enabling process. The drive should work correctly once it has been enabled.
      NOTE:If the drive cannot be enabled, a required service or driver that the drive needs is not functioning or has been disabled. Click the plus sign next to IDE ATA/ATAPI controllers and troubleshoot any problems found according to any error codes in Device Manager. Resetting the BIOS may also resolve this problem.
    • If a drive name is shown but contains an alert icon (an icon marked with an alert symbol, ), then use the section Using Device Manager error codes to troubleshoot the problem. You may also use the next section Disc burning software does not recognize the original drive to reset the drive configuration.
    • If the CD or DVD drive is listed as normal but your disc burning software does not recognize the drive, Device Manager shows no special icons . Windows is detecting the drive but the writing software does not. Leave Device Manager open and continue with the next section Disc burning software does not recognize the original drive .

Disc burning software does not recognize the original drive

Perform the following steps, in order, when disc burning software such as RecordNow! or Easy CD Creator no longer detects the original CD/DVD drive.
NOTE:Disc burning software that comes with HP and Compaq computers are made to recognize only the original CD and DVD drive hardware. If a new CD or DVD writable drive was added, use the disc burning software that came with the drive or purchase and use new CD writing software. If you are using Windows XP, you can use Windows XP itself to create CDs (not DVDs).
NOTE:Easy CD Creator 4 and earlier versions are not compatible with Windows XP. If your computer was upgraded to Windows XP from Windows 98 or Me, use the native CD writing capability in Windows XP or purchase and install new CD writing software.

Step 1: Getting Web updates

Go to the HP web site to find and install any available drive firmware and/or recording software updates that might be available. If no updates are available, the rest of the steps in this section should still fix the problem. However, now is the time to visit the HP web site and download CD/DVD related software if you have not already done so. Use the following instructions:
  1. If you are presented with a page to enter your model number, enter your model number. For example, Pavilion p6230f or TouchSmart 600-1050uk.
  2. Select the version of Windows the computer is using.
  3. 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 RecordNow!, or CD Creator software updates.
  4. If there are updates available for the CD/DVD drive or recording software, select the ones that apply.
  5. Follow the instructions on the download pages to download each applicable update.
  6. Install the updates according to the instructions on the download page.

Step 2: Remove the drive from Device Manager

Remove the drive from Device Manager .
Show me how
  1. Open Device Manager if it is not already opened and select the drive name under DVD/CD-ROM drives.
  2. Click the Uninstall or Remove button (in Windows XP this is the square button with a red X ) .
  3. Click Yes or OK to remove the CD listing. Do not restart the computer.
  4. Close Device Manager .
  5. If your computer has Windows XP or 2000, go to the next step without restarting the computer .
    If your computer has Windows 98 or Me, restart the computer, wait until all "New Hardware" messages have resolved, and then skip to Step 4 to uninstall the disc burning software.

Step 3: Clear registry filters (for Windows XP only):

Clear the registry filters (for Windows XP only):
  1. Click the following Microsoft Fix it Solution to clean the registry filters automatically:
    If you cannot use the Microsoft Fix it Solution, continue using these steps to clear the upper and lower registry filters manually.
    Show me how
  2. Click Start , Run , and type the following into the Open field: regedit
  3. Click OK . The registry editor appears.
  4. In Windows XP, click File , Export , type a filename that is easy for you to remember, and click Save .
    A copy of the registry has been saved for back-up purposes. You can double-click the export file to restore the registry in the event of a problem.
  5. Click the plus sign (+ ) next to the following items in the listed order:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet (or the current control set with lowest number if that is all that is listed)
    • Control
    • Class
    Figure 1: Delete: LowerFilters value
  6. Select 4D36E965-E325-11CE-BFC1-08002BE10318 .
  7. Select UpperFilter in the right window and press the Delete key.
    Confirm the deletion by clicking Yes .
  8. Select LowerFilters in the right window and press the Delete key.
    Confirm the deletion by clicking Yes .
  9. Close the registry editor, restart the computer , and wait until Windows configures the necessary files.
  10. After Windows is done configuring the new hardware, continue to the next Step; Uninstalling Disc Burning Software.

Step 4: Uninstalling disc burning software

Uninstall all disc burning software using Add/Remove Programs. It is important that your disc burning software is both uninstalled and reinstalled to properly reset the disc burning configuration with Windows.
CAUTION:Make sure you understand how to install your burning software before uninstalling it. HP disc burning software can be reinstalled through the application recovery process.
To uninstall the CD/DVD software, perform the following steps:
  1. In Windows XP, click Start , and then Control Panel .
    In Windows 98/Me, click Start , Settings , and then Control Panel .
  2. In Windows XP, click Add or Remove Programs .
    In Windows 98/Me, double-click Add/Remove Programs .
  3. Select the CD/DVD writing software program.
  4. In Windows XP, click the Remove or Change/Remove button.
    In Windows 98/Me, click the Add/Remove button.
  5. Follow any instructions that appear until the uninstaller is finished.
  6. Repeat steps 3 through 5 with each CD/DVD software program listed.
  7. If any other CD/DVD programs such as DirectCD, DLA, or InCD are listed, select and remove them one at a time.
  8. Remove any discs from the drives and restart the computer .

Step 5: Installing CD/DVD writing software

After the computer is restarted, install one disc burning software title:
  • If CD/DVD writing software was purchased separately, use its installation discs to install the software.
  • If new recording software was downloaded from HP's Website, install the software if you have not already done so.
  • To install the CD/DVD writing software that originally came with the computer, perform the following steps:
    1. Click Start , and then Programs (Win98/Me) or All Programs (WinXP).
    2. Click one of the following, depending on what is listed in the All Programs list:
      • HP Tools
      • PC Help & Tools
      • Compaq Tools
      • Compaq Help & Tools
    3. Click HP Application Recovery or Compaq Application Recovery.
      NOTE:Windows 98/Me and some Windows XP PCs may require the Application and Driver Recovery CD/DVD.
    4. Click Application Installation , and click Next .
    5. Select the CD/DVD-writing software from the list of software applications, and click Install .
    6. The installation installs all files automatically. Respond to any windows that appear.
    7. Restart the computer after the installation has completed.
    8. If an update to your recording software was downloaded from HP, install it at this time and restart the computer again.
The disc burning software should now recognize the name of the drive; that is, you should be able to select the CD/DVD drive name from the list of available drives in the disc burning software. If the disc burning software does not list the drive, continue to the next step.

Step 6: Changing the CD or DVD drive letter

Did the drive letter for the CD or DVD drive change? If so, the CD/DVD writing software may be trying to access the previous drive letter. To fix this, you can change the drive letter back to the previous letter, or use the rest of the steps in this section to reinstall the CD/DVD writing software. For more information about changing the drive letter, refer to Changing the CD and DVD drive letters .

Step 7: Restoring the system

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, please refer to Using Microsoft System Restore .
If a System Restore does not resolve the problem, recover the computer. Refer to one of the following for complete instructions:

CD or DVD not recognized by Windows

If the drive is missing from Windows (as well as in disc burning software), remove all connected USB, FireWire, and parallel devices and perform the following steps to enable the drive in Windows:

Step 1: Checking for a CD/DVD drive name in BIOS

Make sure the drive appears in Setup. The drive must be detected in the Basic Input/Output System (BIOS) before Windows can see the drive. Check for detection as described below.
Show me how
  1. Turn on the computer. When the first logo screen appears, press the F1 key repeatedly until the BIOS Setup screen appears (on some models this key press may be different, F2 or Del )
  2. Press the F5 key, and then press the Enter key to reset the BIOS to the defaults.
  3. Use the Left and Right Arrow keys to select Main .
  4. The hardware-identifying name should appear next to the list of drives/channels.
    Figure 2: Example of a DVD drive name in a BIOS screen (your computer will probably appear different)
    If the name for the drive exists, skip to Step 3: Checking for CD/DVD at a command prompt in XP . Otherwise, continue to the next step.

Step 2: Reseating cables

If a drive name does not appear for each drive and None is listed in the BIOS, use these steps to open the PC case and reseat the drive cables. Work on a hard flat surface over a non-carpeted floor.
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 are easily damaged by Electrostatic Discharge (ESD). To reduce the chance of ESD damage, work over a non-carpeted floor, use a static dissipative work surface (like a conductive foam pad), and wear an ESD wrist strap that is connected to a grounded surface, like the metal frame of a PC.
  1. Turn off the PC, unplug all cords from the PC, and then press the Power button on the front of the PC for five seconds.
  2. Remove the side panel.
  3. Remove both the IDE ribbon cable and the power cable from the back of the CD drive.
    Figure 3: Back of a CD or DVD drive
    1 - Audio connector
    2 - Drive jumper settings
    3 - IDE connector for the ribbon cable
    4 - Power connector
  4. Reinsert both cables into the back of the drive making sure that the cables fit snugly into their connectors and there are no bent pins in the connectors. Use a different power cable that is not in use, if possible.
  5. Remove and reinsert the CD drive's ribbon cable from the connector on the motherboard. Be careful to not dislodge other ribbon cables.
  6. Replace the cover and plug in the power cord.
  7. Turn on the PC and re-check to see if the drive is listed in the BIOS (as was done at the beginning of this section). Do one of the following actions depending on what is listed in the BIOS:
    • If the drive name appears in Secondary Master, Secondary Slave, or Primary Slave, the drive is now recognized by the BIOS. Exit the BIOS and let the PC start into Windows.
      • If Windows recognizes the drive, you are done.
      • If Windows does not recognize the drive, continue to the next step.
    • If the drive name still does not show up in Secondary Master, Secondary Slave, or Primary Slave of the Main BIOS screen, the PC needs to be serviced, the cable replaced, or the drive replaced.
    • If the drive name appears in the Primary IDE section or the hard drive name is now missing, the IDE cable is bad or the drive settings are wrong. Replace the IDE cable and connect it according to the drive jumper settings . That is, if the small rectangular connector (the jumper) on the drive is set to MS (Master), connect the master end of the IDE cable into the back of the drive. If the jumper is set to SL (Slave), use the slave connector on the cable. If the drive is set to CS (Cable Select), you can connect using either connector on the cable.
      Figure 4: Upper IDE cable connectors
      1 - Slave connector (middle)
      2 - Master connector (end)

Step 3: Checking for CD/DVD at a command prompt in XP

If your PC did not come with Windows XP or does not have a recovery partition on the hard drive, skip to Step 4 . If you are not sure that your PC has a recovery partition, perform the steps anyway to find out if a recovery partition exists. Use the following steps to read a disc from a command prompt:
CAUTION:Use the following steps carefully. Do not try to jump ahead without reading the steps. Failure to perform all of the steps in the required order could result in a system recovery and the deletion of all saved files.
  1. Turn on the PC, and press the F10 key repeatedly at the logo screen until Starting HP PC System Recovery (or similar) appears at the bottom of the screen.
    If, after two or three attempts, you cannot enter a system recovery screen, your PC probably does not have a recovery partition. Skip to Step 4 , if this is the case. Otherwise, continue to the next step.
  2. At the recovery screen, click the Advanced Options button.
    A System Recovery - Quick Format (or similar) window appears. Do not click Next.
  3. Press the D key while holding down on the Alt key.
    A command prompt window appears.
  4. Insert a software disc (or a DVD movie if the drive is a DVD player) that was purchased from a store.
  5. Type the following at the command prompt: diskpart
  6. Press Enter , and type the following at the command prompt: list volume
  7. Press Enter and look at the list that displays. Note the drive letter (Ltr) next to the drive that contains the disc.
  8. Type Exit and press the Enter key to return to the command prompt.
  9. Type the drive letter for the drive that contains the disc followed by a colon (:). For example, if the drive letter was listed as J in the diskpart list, you would type the following: J:
  10. Press Enter and type the following at the new command prompt: dir
  11. A listing of filenames and folders should appear.
    • If the directory on the CD lists, the drive is being recognized by the PC and is reading normally from a command prompt. Continue to Step 4.
    • If the directory on the CD does not list, then the issue is hardware related and the drive should be replaced.

Step 4: Uninstalling any recently added software

  1. In Windows XP, click Start , and then Control Panel .
    In Windows 98 and Me, click Start , Settings , and then Control Panel .
  2. Double-click Add/Remove Programs and remove any software that was installed around the same time as when the drive starting having problems.
  3. Follow any instructions that appear. Restart the PC if prompted.
  4. After a software title has been removed, open My Computer again to see if the CD or DVD drive appears.
    In Windows XP, click Start and then My Computer .
    In Windows 98/Me, double-click My Computer on the desktop.
    If the drive is listed, Windows recognizes the drive and you are done.
    If the drive is not listed, continue removing recently added software programs and checking My Computer until Windows recognizes the drive. If the CD or DVD drive does not appear, go to the next step.

Step 5: Using System Restore

Use system restore to go back to a time when the drive worked. This step is only for Windows Me and XP. If you do not know how to restore Windows, use the Support document Using Microsoft's System Restore Feature .
When done, double-click My Computer to see if the CD or DVD drive appears with the other drives. Continue to the next Step if the drive does not appear.

Step 6: Using Device Manager error codes

Do the following to troubleshoot the drive using the information in Device manager:
  1. If device manager is not already open, open Device Manager again as was done at the beginning of this document.
  2. If there is an Other devices category, click the plus sign next to it. If this Other Devices category contains unknown devices tagged with yellow question mark icons, select each unknown device and press the Delete key to remove them. Click OK to confirm the removal of each.
  3. Click the plus sign next to DVD/CD-ROM Drives if it is not already open
  4. If there is no warning symbol next to the drive name , leave Device Manager open and continue to Step 7 to remove the drive in Device Manager.
  5. Double-click the drive name, look in the Device Status section, and do the following based on what is seen:
    • If error code 19 , 31 , 32 , or 39 is displayed inside Device Status, a problem exists with the integration of previous CD burning software and Windows. Close device manager and skip to Step 8 to modify the registry.
    • For all other error codes, troubleshoot according to the information that is provided with the code. For more information refer to the HP support document Device Manager Symbols, Error Codes, and Definitions (Windows 98, ME, XP) .

Step 7: Removing Drive in Device Manager

Remove the drive name from Device Manager:
  1. Select the drive name.
  2. Click the Uninstall or Remove button (in Windows XP this is the square button with a red X, ).
  3. Click Yes or OK to remove the CD listing.
    Do not restart the computer.
  4. Close Device Manager .
  5. If your computer has Windows XP, perform the next step to clear the registry filters without restarting the computer.
    If your computer has Windows 98 or Me, restart the computer and skip to Step 10 to recover the computer.

Step 8: Clearing the registry filters in XP

Clear the registry filters (for Windows XP only):
  1. Click Start , Run , and type the following into the Open field: regedit
  2. Click OK . The registry editor appears.
  3. In Windows XP, click File , Export , type a filename that is easy for you to remember, and click Save .
    A copy of the registry has been saved for back-up purposes. You can double-click the export file to restore the registry in the event of a problem.
  4. Click the plus sign (+ ) next to the following items in the listed order:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet (or the current control set with lowest number if that is all that is listed)
    • Control
    • Class
    Figure 5: Delete: LowerFilters value
  5. Select 4D36E965-E325-11CE-BFC1-08002BE10318 .
  6. Select UpperFilter in the right window and press the Delete key.
    Confirm the deletion by clicking Yes .
  7. Select LowerFilters in the right window and press the Delete key.
    Confirm the deletion by clicking Yes .
  8. Close the registry editor, restart the computer , and wait until Windows configures the necessary files.
  9. After Windows is done configuring the new hardware, continue to the next Step; Step 9: Using Device Manager error codes (again).

Step 9: Using Device Manager error codes (again)

Look in Device Manager for error symbols next to the CD or DVD device name as was done earlier.
If there are no errors, uninstall all CD writing software (RecordNow, EZ CD Creator) in add/remove programs. After all CD writing software has been removed, restart the PC and then reinstall the CD writing software using the HP or Compaq application recovery software or by using Compaq's quick restore.
For complete steps, refer to the previous section: The CD/DVD writing software does not recognize the original CD/DVD writer drive .

Step 10: Recovering the system

Recover the system. If you do not know how to recover the system, use one of the following support documents:
When done, double-click My Computer to see if the drive appears with the other drives. Continue to the next Step if the drive does not appear.

Step 11: Determining if the drive hardware is bad

If the computer still cannot write to the disc, open PC Doctor to gather more information and respond accordingly (not on Presario units manufactured before 2000).
  1. Click Start , Run , and type the following into the Open field: pcdrw32
  2. Click OK and wait for the PC Doctor window to appear.
  3. Open the appropriate CD/DVD-ROM test from the list of tests (as in the column to the left of the first menu).
  4. If an error code is reported, the computer may need to be serviced. Run the test again to confirm the error code. Use the following support document if you need more information: Using PC Doctor
  5. If, after you have tried all these steps, the drive still cannot write to recordable discs, the drive is probably bad and should be replaced.
NOTE:One or more of the links above will take you outside the Hewlett-Packard Web site. HP does not control and is not responsible for information outside the HP Web site.

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