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Compaq Presario CQ5810 Desktop PC support

CD/DVD Drive Is Not Detected (Windows 7)

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This document applies to HP Touchsmart 520 Series PCs with Windows 7.
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.

Do the following steps, in order, to detect the CD/DVD drive

NOTE:If you have upgraded a computer from Windows Vista to Windows 7 and the drive was working before but is no longer working correctly in Windows 7, start at Step 5 to remove the upper and lower control filters from the registry (step by step).
For more information on a given step, click the heading or the accompanying plus (+) sign to expand the information.
If you can use the CD/DVD drive in Windows but your disc recording software does not work (such as CyberLink Power2Go), then skip to 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:
  1. Click Start , and enter Device Manager into the Search field. Click Device Manager.
    Figure 1: Opening Device Manager
    Opening Device Manager from the Search field
  2. Double-click DVD/CD-ROM drives.
    If DVD/CD-ROM drives is not in the list, skip to Step 3 to reset power or reseat the drive cables if necessary.
  3. Right-click the drive name and select Uninstall.
    Figure 2: Uninstall DVD/CD-ROM drive
    Device Manager window, uninstall DVD/CD-ROM drive
    If a confirmation window opens, click OK. 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 3: Scan for hardware changes
    Device Manager, showing
  5. When done, the drive name should appear in Device Manager.
  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. Scan for hardware changes again to attempt to detect the drive. If the drive is still not detected, close Device Manager and skip to Step 3 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 (Windows 7) .
    • 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.
      NOTE: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 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 6 to make the disc burning software detect the drive.
Windows 7 includes a troubleshooter that checks hardware, such as CD or DVD drives, for problems. Follow these steps to use the Hardware and Devices troubleshooter to check for problems:
  1. Click Start , and then click Control Panel.
  2. Under System and Security, click Find and fix problems.
    Figure 4: System and Security section of Control Panel
    System and Security section of Control Panel
  3. Under Hardware and Sound, click Configure a device.
    Figure 5: Troubleshooting computer problems
    Troubleshooting computer problems
    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.
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 five 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.
Clear the registry filters for Device Manager error codes 10, 19, 31, 32, 39 or 41 using the following steps:
  1. 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.
  3. Click Start , and then enter regedit into the Search field. Click regedit.
    Figure 6: Search for regedit
    Opening Registry Editor
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.
  4. The Registry Editor opens.
  5. Select Computer in the main window.
    Figure 7: Registry Editor
    Registry Editor
  6. 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.
  7. Click the arrow next to the following items in the list:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  8. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure you have selected this exact key name.
  9. 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 8: Registry Editor: LowerFilters key
    Image of Registry Editor
  10. If an UpperFilters value is also listed, select UpperFilters in the right window and press the Delete key.
    Confirm the deletion by clicking Yes.
  11. Delete all other UpperFilters and LowerFilters values within the 4D36E965-E325-11CE-BFC1-08002BE10318 key if any exist.
  12. 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).

CD/DVD writing software does not recognize the drive

If the CD/DVD writing software displays messaging that no drive is detected, use the steps in this section.
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 Windows 7.
Figure 9: CyberLink Power2Go error message
CyberLink Power2Go error message stating that no  disc burning drive is available
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 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 the next Step 6b.
  1. Uninstall CyberLink Power2Go from Programs and Features:
    1. Click Start , and then click Control Panel.
    2. Under Programs, click Uninstall a program.
      The Uninstall or change a program window opens.
      Figure 10: Uninstall or change a program
      Uninstall or change a program
    3. Select Power2Go, and click Uninstall/Change from menu bar.
    4. Follow the instructions to uninstall Power2Go.
  2. After CyberLink Power2Go has been uninstalled, restart the computer.
  3. After the computer has restarted, install CyberLink Power2Go from the HP Application Recovery program:
    1. Click Start , All Programs, Recovery Manager, and then click Recovery Manager again.
      Figure 11: Recovery Manager
      Recovery Manager
    2. Click Software Program Reinstallation.
    3. On the Software Program Reinstallation welcome screen, click Next.
    4. Select CyberLink Power2Go, and then click Next.
      Figure 12: Select program to reinstall
      Software Program Reinstallation window
    5. Follow the 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 the next step.
  1. Unplug all non-essential external plug and play devices, especially cameras.
  2. Click Start , and then enter regedit into the Search field. Click regedit.
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.
  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. Double-click 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.
    Figure 13: New Multi-String Value
    Right-click menu in Registry Editor, showing New, 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 14: 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.
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. 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 CyberLink Power2Go 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.
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 7 .
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 7 .

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.
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