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HP Pavilion dv9500 CTO Notebook PC support

CD/DVD Drive Is Not Detected (Windows Vista)

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This document pertains to HP notebook PCs with Windows Vista.
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.

Before you begin

Before you begin troubleshooting, ensure that AutoPlay is set to open the correct playback software for each media type.
A common problem is using the wrong software for the task that you want to perform. For example, trying to use video playback software such as Microsoft Media Player to burn a data disc will not work. To prevent this, the AutoPlay feature allows you to select default applications that Windows uses when a disc is inserted into the drive.
Use the following steps to configure AutoPlay:
  1. Click Start , enter autoplay in the search field, then select AutoPlay from the resulting list.
  2. Select the Use AutoPlay for all media and devices check box on the AutoPlay window.
  3. Using the drop-down menus for each media type, select the application that Windows uses to handle discs of that media type.
    For example, if you want all music CDs to play through Windows Media Player, set Audio CD to Play audio CD using Windows Media Player . Similarly, if want to rip audio CDs through Power2Go, choose the Rip Audio CD using Power2Go option.
    Figure 1: Audio CD options in AutoPlay
    Audio CD options in AutoPlay
  4. Click Save to keep the changes and close AutoPlay.
You are now ready to start troubleshooting the device itself.

Troubleshooting your CD/DVD drive

In this section is a series of troubleshooting tasks to help you resolve CD/DVD drive problems. While the tasks do not need to be performed in order, it is recommended that you perform them in order to be thorough.
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.
  1. Shut down the computer, then start it up again. As soon as you press the Power button, repeatedly press the F1 or F10 key to enter BIOS, depending on your computer model. (If you are not sure which key to use, consult the documentation that came with your computer.)
  2. In BIOS, use the computer's arrow keys to navigate to the System Configuration screen.
  3. Select Boot Options then press Enter .
  4. On the Boot Options sub-screen, select Boot Order then press Enter .
  5. In the Boot Order list, look for a CD/DVD drive entry. Depending on your computer model and specific CD/DVD drive, the entry name indicates the exact type of disc drive you have (for example, it might read Internal CD/DVD ROM Drive ).
If there is no Boot Order entry for a CD/DVD drive, then the problem is probably hardware-related. Contact HP Customer Support for further assistance.
However, if there is a CD/DVD drive entry in the Boot Order list, then the BIOS recognizes the device and the problem is most likely software-related. Continue by checking in Device Manager.
Device Manager is a Windows program that displays hardware devices installed on your computer that are currently recognized by Windows. If functioning properly, each piece of hardware has a corresponding entry in the Device Manager. If a piece of hardware is not listed, then there is a problem. There can be a variety of reasons, ranging from the easy-to-fix (such as missing or corrupted device drivers) to the more serious (such as broken or malfunctioning hardware).
If your drive does not appear in Windows Explorer or there is no response from the operating system when you insert a disc, then you should check for an entry in Device Manager. This indicates whether there is a problem or not, and sets the stage for subsequent troubleshooting actions.
To verify that the CD/DVD drive is listed in the Device Manager:
  1. Remove any discs that are in the disk drive.
  2. Click Start , type device into the search field, and then select Device Manager from the list.
  3. In the Device Manager window, expand the DVD/CD-ROM drives entry. There should be a name listed for each installed drive.
    Figure 2: DVD/CD-ROM drives entry in Device Manager
    DVD/CD-ROM drives entry in Device Manager
If the drive is not listed or the DVD/CD-ROM drives entry does not exist and you have verified that it is listed in the BIOS , continue to the next troubleshooting item.
Microsoft provides a number of solutions and troubleshooting options for many common issues, including issues related to CD/DVD drives.
  1. Open your Internet browser and go to microsoft.com .
  2. In the search bar, type Playing and Burning and open the Playing and Burning CDs, DVDs, and Blu-ray discs troubleshooter or click Fix this problem and then click Run .
  3. Click Run to continue.
  4. In the File Download dialog box, click Run and follow the online instructions.
    Figure 3: Playing and Burning CDs, DVDs, and Blu-ray Discs in Microsoft Fix it
    Playing and Burning CDs, DVDs, and Blu-ray Discs in Microsoft Fix it
If Microsoft Fix it does not resolve the issue, continue to the next troubleshooting item.
Device drivers are software processes that allow Windows to use hardware components in the computer. If the device driver fails or becomes corrupted, then Windows cannot properly communicate with the drive; in fact, it might not even recognize that the drive is connected at all.
Another common source of CD/DVD drive problems is that the correct device driver has been inadvertently replaced with an incompatible one (for example, a generic driver for CD/DVD drives mistakenly installed by a third-party DVD burning program). In most cases, device driver problems like these can be resolved by reinstalling the default drivers and then installing any driver updates provided by HP.
To reinstall the default device drivers:
  1. Click Start , right-click Computer , and then select Properties .
  2. In the System pane, click Device Manager .
    If prompted, allow the computer to access the Device Manager.
  3. In Device Manager, click the plus sign next to the type of driver you want to uninstall and reinstall (for example: Modems, DVD/CD-ROMs, and so on), unless a minus sign (-) is already showing.
  4. Right-click each listed driver one at a time and click Uninstall . When prompted, confirm that you want to uninstall the selected drivers. Do not restart the PC.
    Figure 4: Uninstall driver in Device Manager
    Uninstall driver in Device Manager
  5. In the Device Manager window, select any listed device and click the Scan for hardware changes button (near the top). Windows scans your system for hardware and installs default drivers for anything that requires drivers.
    Figure 5: Scan for hardware changes in Device Manager
    Scan for hardware changes in Device Manager
  6. Open Device Manager and verify that your device drivers are listed once again.
  7. After the device drivers have been reinstalled and appear in Device Manager, try running your program again.
    NOTE:Some devices require your computer to restart. Windows will notify you when restarting is necessary. Save all open files and allow the computer to restart.
If reinstalling the default drivers does not correct the problem, continue to the next troubleshooting item.
Sometimes the default drivers provided with Windows are not up-to-date. If uninstalling and reinstalling the default drivers does not correct the hardware problem, you need to update your computer's firmware. Firmware includes both the device drivers which make the hardware device (such as the CD/DVD drive) function, as well as software that provides advanced features and improved performance.
To automatically detect and install all updated hardware drivers, software, and firmware, use the HP Support Assistant to run a tune-up on a weekly or monthly schedule. For more information, see HP Notebook PCs - Installing and Using HP Support Assistant .
To manually install all updated hardware drivers, software, and firmware, refer to the instructions in the HP Notebook PCs - Locate and Install Updated BIOS, Drivers, and Software support document.
If this does not resolve the issue, and you have tried all of the previous troubleshooting options provided in this document, contact HP Customer Support.