CD or DVD Drive is not Detected (Windows 98, ME, or XP)
Security level: Public
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This document applies to HP and Compaq desktop computers with Windows 98, ME, or XP.
Use this document to make Windows and the CD writing software recognize the CD or DVD writer drive.

NOTE: CD Recording software that comes with HP and Compaq computers is made to recognize only the original CD and DVD drives. If a new CD or DVD writable drive was added, use the 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).

Step 1: Does Windows detect the CD or DVD drive?
Use Device Manager to determine if Windows is recognizing the drive:

In Windows XP, click Start, and right-click My Computer.
In Windows 98 and Me, right-click the My Computer icon on the desktop.
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.
Click the plus sign (+) next to DVD/CD-ROM Drives (or similar) category.

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, the drive hardware and settings are probably good. 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 to see if there are any problems and troubleshoot them 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.
If the CD or DVD drive is listed as normal, with no special icons , Windows is detecting the drive but the writing software does not. Close Device Manager and continue with the next section CD/DVD writing software does not recognize the original drive .

CD/DVD writing software does not recognize the original drive
Perform the following steps, in order, when CD/DVD recording software, such as RecordNow! or Easy CD Creator, no longer detects the original CD/DVD drive.

CAUTION: Easy CD Creator 4 and earlier versions are not compatible with Windows XP. If your PC 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: 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 HP and Compaq PCs - Changing the CD and DVD drive letters .

Step 2: Uninstalling the CD/DVD writing software
If more than one CD/DVD program is installed, there may be conflicts between them. Uninstall all CD/DVD writing software programs.

CAUTION: Before using these steps, open HP or Compaq Application Recovery from the start menu and make sure that RecordNow! can be re-installed. If RecordNow is in the list of software that can be reinstalled, continue using the steps in this section. If RecordNow is not listed in Application Recovery, download RecordNow software from the software and drivers support page for your specific PC model. Save the downloaded file to the hard drive to be used in step 2 below.
To uninstall the CD/DVD software, perform the following steps:
In Windows XP, click Start, and then Control Panel.
In Windows 98/Me, click Start, Settings, and then Control Panel.
In Windows XP, click Add or Remove Programs.
In Windows 98/Me, double-click Add/Remove Programs.
Select the CD/DVD writing software program.
In Windows XP, click the Remove or Change/Remove button.
In Windows 98/Me, click the Add/Remove button.
Follow any instructions that appear until the uninstaller is finished.
Repeat steps 3 through 5 with each CD/DVD software program listed.
If any other CD/DVD programs such as DirectCD, DLA, or InCD are listed, select and remove them one at a time.
Remove any discs from the drives and restart the PC.

Step 3: Getting Web updates
Go to HP's Website to see if there are any drive firmware and/or recording software updates available.

Go to the HP Software & Driver download page .
Enter the model number for your computer.
Select your version of Windows and look for any available CD/DVD firmware updates and any available recording software (for example RecordNow!, CD Creator).
Install these 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 4: Installing CD/DVD writing software
Install one CD/DVD writing software program.

If CD/DVD writing software was purchased separately, use its installation discs to install the software.
If 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 PC, perform the following steps:

Click Start, and then Programs (Win98/Me) or All Programs (WinXP).
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
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.
Click Application Installation, and click Next.
Select the CD/DVD-writing software from the list of software applications, and click Install.
The installation installs all files automatically. Respond to any windows that appear.
Restart the PC after the installation has completed.
After the CD/DVD software is installed, it should be able to recognize the CD/DVD drive. If not, continue to the next step.

Step 5: Restoring 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 HP and Compaq PCs - Using Microsoft System Restore .
If a System Restore does not resolve the problem, recover the PC. Refer to one of the following for complete instructions:

HP and Compaq Desktop PCs - Performing an HP System Recovery in Windows XP
HP Pavilion Desktop PCs - Performing a System Recovery in Windows 98 and Me
Compaq Presario Desktop PCs - How to Perform a System Recovery

CD or DVD drive is not recognized by Windows
If the drive is missing in Windows, remove all connected USB, firewire, and parallel devices and perform the following steps to enable the drive in Windows:
Step 1: Checking for CD/DVD drive in BIOS
Make sure the drive appears in Setup. The drive has to be detected in the Basic Input/Output System (BIOS) before Windows can see the drive. Check for detection as follows:

Turn on the PC. 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)
Press the F5 key, and then press the Enter key to reset the BIOS to the defaults.
Use the Left and Right Arrow keys to select Main.
The hardware-identifying name should appear next to Secondary Master, Secondary Slave, or Primary Slave.
If the name for the drive exists, 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.


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.
Remove the side panel.

Remove both the IDE ribbon cable and the power cable from the back of the CD drive.

Figure 1: Back of a CD or DVD drive
1 - Audio connector
2 - Drive jumper settings
3 - IDE connector for the ribbon cable
4 - Power connector
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.
Remove and reinsert the CD drive's ribbon cable from the connector on the motherboard. Be careful to not dislodge other ribbon cables.
Replace the cover and plug in the power cord.

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 2: 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.

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.
At the recovery screen, click the Advanced Options button.
A System Recovery - Quick Format (or similar) window appears. Do not click Next.
Press the D key while holding down on the Alt key.
A command prompt window appears.
Insert a software disc (or a DVD movie if the drive is a DVD player) that was purchased from a store.
Type the following at the command prompt: diskpart
Press Enter, and type the following at the command prompt: list volume
Press Enter and look at the list that displays. Note the drive letter (Ltr) next to the drive that contains the disc.
Type Exit and press the Enter key to return to the command prompt.
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:
Press Enter and type the following at the new command prompt: dir
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

In Windows XP, click Start, and then Control Panel.
In Windows 98 and Me, click Start, Settings, and then Control Panel.
Double-click Add/Remove Programs and remove any software that was installed around the same time as when the drive starting having problems.
Follow any instructions that appear. Restart the PC if prompted.
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:

If device manager is not already open, open Device Manager again as was done at the beginning of this document.
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.
Click the plus sign next to DVD/CD-ROM Drives if it is not already open
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.
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:

Select the drive name.
Click the Uninstall or Remove button (in Windows XP this is the square button with a red X, ).
Click Yes or OK to remove the CD listing.
Do not restart the computer.
Close Device Manager.
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 and 2000 only). If you do not have Windows XP or 2000, skip to the next section.

CAUTION: These steps require the removal of the CD writing software (RecordNow, Easy CD Creator, etc..). On some models of HP and Compaq PCs, it is not possible to restore the CD Writing software without doing a system recovery. Look in the application recovery portion of System Tools to make sure that you can restore the CD writing software. If the name of the CD writing software is not listed, do not use these steps. Instead, restart the PC and go to step 8.

Click Start, Run, and type the following into the Open field: regedit
Click OK. The registry editor appears.
In Windows XP, click File, Export, type a filename that is easy for you to remember, and click Save.
In Windows 2000, click Registry, Export Registry File, type a filename that's easy for you to remember, and click Save.
A copy of the registry has saved for back-up purposes.
Click the plus sign (+) next to the following items in the list:

HKEY_LOCAL_MACHINE
SYSTEM
CurrentControlSet (or the current control set with lowest number if that is all that is listed)
Control
Class

Figure 3: Registry Editor: LowerFilter key
Select 4D36E965-E325-11CE-BFC1-08002BE10318.
Select LowerFilters in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
If an UpperFilters value is also listed, select UpperFilters in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
Delete all other UpperFilter and LowerFilter values within the 4D36E965-E325-11CE-BFC1-08002BE10318 key.
Close the registry editor and restart the computer.

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.

CAUTION: Only perform the following steps if RecordNow!, Veritas RecordNow!, or Sonic RecordNow! EZ CD Creator is listed as one of the applications that you can recover in the HP Application Recovery Program. If it is not listed, skip to the next step to recover the computer.
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 PC
Recover the computer. If you do not know how to recover the PC, use one of the following support documents:

Pavilion: Performing a System Recovery in Windows XP
Pavilion: Performing a System Recovery in Windows 98 and Me
Presario: How to Perform a System Recovery . If your Presario computer came with quick restore discs, insert the first disc into the top CD or DVD drive, restart the computer, and follow the onscreen instructions.
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: Using PC Doctor
If errors still exist, continue to the next step on opening the CD test in PC Doctor.
Use PC Doctor to open a CD test to find out more information. If you do not know how to use PC Doctor, refer to the CD and DVD section of the support document HP and Compaq Desktop PCs - Using PC Doctor .
Once a test has been run, PC Doctor provides more information. If an error code is reported, the PC may need to be serviced. Open the test again to confirm the error code.