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CD/DVD Drive Is Not Detected (Windows Vista)

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This document applies to HP and Compaq desktop computers 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.
NOTE:If you have upgraded a computer with Windows XP to Vista and the drive was working in XP but is no longer working correctly in Vista, start at Step 4 to remove the upper and lower control filters from the registry (step by step). For more information, you can read the Microsoft support article Optical drives do not work as expected after you upgrade a computer to Windows Vista (in English).

Step 1: Check the drive name in Device Manager

If you can use the CD/DVD drive in Windows but your disc recording software does not work (such as Roxio Creator Basic), then skip to step 5: CD/DVD writing software does not recognize the drive .Otherwise, use Device Manager to reinstall the drive and to find if Windows is able to recognize the drive.
Show me how
NOTE:Whenever a User Account Control window opens, click Continue .
  1. Click Start , and enter "device manager " into the Start Search field.
  2. Click the plus sign (+ ) next to DVD/CD-ROM Drives .
    If DVD/CD-ROM Drives is not in the list, skip to Step 2 to reset power or reseat the drive cables if necessary.
  3. Select the drive name, click the uninstall button, and wait about five seconds.
    Figure 1: Device Uninstall button
    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 CD/DVD drive).
  4. Click Action , select Scan for Hardware changes , and then wait for Windows to find and install the CD/DVD drive.
  5. When done, the drive name should appear in a Windows message and in Device Manager.
    Figure 2: Device installed successfully message
  6. Open the CD/DVD-Rom drive category again and do the following actions depending on what is shown in DVD/CD-ROM Drives:
    • If the CD or DVD drive name is missing , the drive is not being detected by Windows. Close Device Manager and skip to Step 2 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 inside Device Status, a problem exists with the integration of previous CD burning software. Use Step 4 to remove associated control filters from the registry.
      • For any other error, refer to the information that is provided with the error code. For more help and information, refer to the HP support document Device Manager Information (Vista) .
    • 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 to complete the enabling process. The drive should work correctly once it has been enabled.
      NOTE:If the drive cannot be enabled, a required software service or driver is disabled or not functioning properly. Click the plus sign next to IDE ATA/ATAPI controllers to see if there are any problems and troubleshoot them according to the error codes in Device Manager. Resetting the BIOS may also resolve this problem. To reset the BIOS: restart the computer, press F10 repeatedly at startup to open the BIOS Setup Utility, press F5 to reset the BIOS values to their default setting, and then press F10 to save and exit.
    • If the CD or 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 step 5 to make the disc burning software detect the drive.
    Figure 3: Drives in Device Manager
    1 - Drive that has been disabled
    2 - Drive that requires attention

Step 2: Reset the computer power

Under certain writing conditions the drive might lose communication with Windows - even after restarting Windows. To reset the drive, fully turn off the computer by selecting Start and then Shut down from the power menu. Wait 5 seconds for the computer to fully power off before turning it on again. If the drive is still missing after resetting power, continue to the next step.

Step 3: Check the drive cables

Perform the steps in this section to check the drive cabling:
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 PC for five seconds.
  2. Remove the side panel.
    Figure 4: Removing the side panel
  3. Gently remove both the data cable and the power cable from the back of the CD drive.
    Figure 5: Ribbon and power 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 drive data cable from the connector on the motherboard. Be very careful to not dislodge other cables.
    NOTE:If the CD/DVD drive is not original equipment and was recently added, make sure that the drive cable is installed correctly:
    • Make sure that ribbon cable from the drive connects to the proper IDE location on the motherboard (usually the secondary IDE connector).
    • Make sure Master or Slave jumper setting matches the correct Master or Slave cable connector or is set to Cable Select.
      Figure 6: Jumper
      Figure 7: Upper IDE cable connectors
      1 - Slave connector (middle)
      2 - Master connector (end)
  6. Replace the cover and plug in the power, keyboard, mouse, and video cables.
    Figure 8: Replacing the side panel
  7. Turn on the computer. When the first logo screen opens, press the F10 key repeatedly until the BIOS Setup screen appears.
  8. Press F5 , and then press the Enter key to reset the BIOS to the defaults. Setup Defaults can also be found on the EXIT screen of the BIOS Setup Utility.
  9. Use the Left and Right Arrow keys to select Main .
  10. The hardware-identifying name should appear next to one of the channel listings.
    Figure 9: Example of CD/DVD drive listing in BIOS
    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. Press F10 to exit the BIOS and let the computer start into Windows.
      • If Windows recognizes the drive, you are finished.
      • If Windows does not recognize the drive, repeat Step 1 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 the HP support document Using HP Hardware Diagnostics Tools to Test for Hardware Failures .

Step 4: Clear 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. 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.
  2. Unplug all non-essential external plug and play devices, especially cameras, and complete the following steps.
    Show me how
  3. Click Start , and type "regedit " into the Start Search field.
    The registry editor window appears.
  4. Select Computer in the main window.
  5. 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.
  6. Click the plus sign (+ ) next to the following items in the list:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  7. Select 4D36E965-E325-11CE-BFC1-08002BE10318 . Make sure you have selected this exact key name.
  8. Select the LowerFilters value and press the Delete key. Confirm the deletion by clicking Yes .
    Figure 10: Registry Editor: LowerFilters key
  9. If an UpperFilters value is also listed, select UpperFilters in the right window and press the Delete key.
    Confirm the deletion by clicking Yes .
  10. Delete all other UpperFilter and LowerFilter values within the 4D36E965-E325-11CE-BFC1-08002BE10318 key if they exist.
  11. 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 step).

Step 5: CD/DVD writing software does not recognize the drive

CD/DVD writing software displays messaging that no drive is detected.
NOTE:Disc recording software that comes with HP and Compaq computers are made to recognize only the original CD and 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 Vista.
Figure 11: Example of message in Roxio Creator Basic 9

Step 5a: Reinstall 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 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, and 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 drive detected message in Roxio Creator Basic v9.
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 the next Step 4b.
  1. Uninstall Roxio Creator Basic v9 from add remove programs:
    1. Click Start , and then Control Panel .
    2. Click Uninstall a program in the Programs sections.
    3. Select Roxio Creator Basic v9 , and click Uninstall from menu bar.
    4. Click OK or Allow on any verification messages that open.
  2. After Roxio Creator has been uninstalled, restart the computer .
  3. After the computer has restarted, install Roxio Creator Basic v9 from the HP Application Recovery program:
    1. Click Start , All Programs , PC Help & Tools , and then Recovery Manager .
    2. In Recovery Manager, click Advanced Options .
    3. Select Software program re-installation .
    4. Click Next , and then click Next again.
    5. Scroll down and select Roxio Creator from the list.
    6. Click Next , and then click Next again.
    7. Select Restart the computer , and click Finish .
      NOTE:The computer must be restarted after installing Roxio Creator before the drive will be recognized.
  4. Open Roxio Creator and verify that a drive name appears as the destination selection.
    NOTE:If a missing certificate file message opens, find and delete the hidden file sarlicense9.dat. For more information refer to Error in Roxio Creator Basic: The certificate file is missing or has been corrupted .
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 the next step.

Step 5b: Replace the PxHelp20 registry value

  1. Unplug all non-essential external plug and play devices, especially cameras. Then complete the following steps.
    Show me how
  2. Click Start , and enter "regedit " into the Start Search field.
    The registry editor window appears.
  3. Select Computer in the main window.
  4. 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.
  5. Click the plus sign (+ ) next to 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, click the LowerFilters value and press the Delete key. Confirm the deletion by clicking Yes ..
  8. 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).
  9. Select New and Multi-String Value .
  10. Replace the default text for the new value by typing the following and then pressing Enter :
    LowerFilters
  11. Right-click the new LowerFilters value and select modify .
  12. Type the following into the Value Data field:
    PxHelp20
  13. Click OK .
    A new LowerFilters value containing data PxHelp20 is listed in the Registry Editor window
    Figure 12: Registry Editor: LowerFilters key
  14. 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.
    NOTE:If a missing certificate file message opens, find and delete the hidden file sarlicense9.dat. For more information refer to Error in Roxio Creator Basic: The certificate file is missing or has been corrupted .

Step 5c: Get Web updates

Go to the HP web site to see if there are any drive firmware and/or recording software updates available.
  1. If you are presented with a page to enter your model number, enter your model number. For example, Pavilion p6230f.
  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 Roxio Creator software update.
  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.
Once you have installed the updates or if no updates were available, continue to the next step.

Step 5d: Restore software

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 the HP support document Using Microsoft System Restore in Windows Vista .
If a System Restore does not resolve the problem, you can use 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 in Windows Vista .

Related support

For more information about testing for CD/DVD drive hardware failures, refer to the HP support document Using HP Hardware Diagnostics Tools to Test for Hardware Failures .
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.

Related support links

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