HP and Compaq Desktop PCs - Troubleshooting for CD, CD-RW, DVD and DVD+RW Drives
Security level: Public
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In this document:
The CD tray does not eject
CD or DVD drive is not recognized by Windows
Troubleshooting CD or DVD issues in Windows
Errors are displayed while using the CD or DVD drive
The drive cannot read commercial discs (music and software discs)
The CD-RW or DVD+RW drive cannot write to writable discs
This document applies to HP and Compaq Desktop PCs with Windows 98, Me, and XP.
This document resolves common issues that occur with CD, CD-RW, DVD, and DVD+RW optical drives. Use one of the sections below that best represents your problem.

NOTE: Before using this document go to HP's Website to see if there are any drive firmware and/or recording software updates available. HP may have an update that fixes your problem.
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.

The CD tray does not eject
When the CD, CD-RW, or DVD tray on the drive does not open, turn on the PC and press the Eject button on the drive while the PC is starting. If the drive door still does not open, try the following steps until the door opens:

In Windows, double-click My Computer, right-click the drive letter of the stuck drive, and select Eject.
If the drive door has a long clear plastic bar, press firmly on the right side of the bar.
If the drive door button is part of the computer's front cover (also called the front bezel), open the front cover door and press the Eject button on the front of the drive.
If the door covering the drive is stuck in the closed position, remove the front cover to free the door.
If you do not know how to remove the cover, search www.hp.com (in English) for instructions about upgrading and servicing the PC. For example, type the PC model number and the words upgrading + servicing guide.

If you have a multimedia keyboard, press the Eject key on the keyboard.
If the computer came with Direct CD software, open the Direct CD software and try opening the door again. If the door opens, reinstall Direct CD using the application recovery process .
If the door still does not open, do the following:
Close all programs and shut down the PC.
Unplug the power cord from the power outlet.
Look for the small hole on the faceplate of the CD or DVD drive. This is the manual release. The location of the manual release hole will vary (see Figures below for possible locations).
NOTE: On some models it may be necessary to remove the front panel to expose the manual release hole. Check the documentation that came with your PC for information about removing the front panel.
NOTE: On some models the release hole and the drive activity LED look similar and are about the same size. Do not force the paperclip into the hole if it does not go in. Make sure that the hole is not actually the LED.

Figure 1: Possible location of manual release hole Picture showing possible location of manual release hole

Figure 2: Possible location of manual release hole Picture showing possible location of manual release hole

Figure 3: Possible location of manual release hole Picture showing possible location of manual release hole
Straighten the paperclip and insert it into the manual release hole until resistance is felt.
Once the resistance is felt, keep pushing the paper clip until the drawer opens a little.
Remove the paper clip and gently pull out the drawer until the disc is accessible.
Remove the CD and turn on the PC.
If the tray still does not open, do the following steps to check the power cable for the drive. 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 edge of the computer's interior metal.
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 the PC).
Turn off the PC.
Unplug all power cords from the back of the PC.
Press and release the Power button on the front of the computer.
Remove the side panel.

Locate the power cord that connects to the back of the CD or DVD tray that is having the problem.

Unplug the power cable and wait five seconds.
Find a different power cable that is not being used, plug the different power cable into the back of the drive, making sure that it fits firmly into the socket. If a different power cable is not available, replug the original power cable into the back of the drive, making sure that it fits firmly into the socket.
Replace the side panel and plug in the power cord.

Turn on the PC and press the eject button on the front of the drive. If the drive does not open, the drive should be replaced.

CD or DVD drive is not recognized by Windows
If the drive is missing in Windows (not just the recording software), remove all connected USB, firewire, and parallel devices and perform the following steps to enable the drive in Windows:
Step 1: Checking for the CD or DVD drive in Device Manager
Looking in Device Manager. Use the following steps to see if the CD or DVD drive is listed in Windows Device Manager:

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 the DVD/CD-ROM Drives (or similar) category.

There should be a drive name listed for every CD and DVD drive installed in the computer.
If the drive is listed, then leave Device Manager open and skip to the section: Troubleshooting CD or DVD issues in Windows .
If the drive is not listed, then continue to the next step.

Step 2: 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 computer. When the first logo screen appears, press the F1 key repeatedly until the BIOS Setup screen appears.
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, skip to Step 4 . Otherwise, continue to the next step.

Step 3: 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 computer 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 computer.


Turn off the computer, 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 4: 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 still does not show up in Secondary Master, Secondary Slave, or Primary Slave of the Main BIOS screen, the computer needs to be serviced.
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 . 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 5: Upper IDE cable connectors
1 - Slave connector (middle)
2 - Master connector (end)
If the drive name appears in Secondary Master, Secondary Slave, or Primary Slave, the drive is now being recognized in the BIOS. Exit the BIOS and let the computer start into Windows.
If Windows recognizes the drive, you are done.
If Windows does not recognize the drive, continue to the next step.

Step 4: Checking for CD/DVD at a command prompt in XP
If the CD or DVD drive is listed properly in the BIOS, confirm that the drive can read discs from a command prompt. If your PCdid not come with Windows XP or does not have a recovery partition on the hard drive, skip to the next section Troubleshooting CD or DVD issues in Windows . If you are not sure that your computer 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 computer does not have a recovery partition. Skip to Troubleshooting CD or DVD issues in Windows , 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 disc that was purchased at a store, like a game, or software disc.
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.
If you cannot see a label name for the disc and the type of drive under type, the drive is probably bad and either the drive needs to replaced or the computer needs servicing.
If you can see the label name for the disc and the type of drive listed under type, the drive is recognized. Continue troubleshooting using the following steps to see if the data on the drive can be read.
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 directories on CDs of multiple types (commercial data CD, music CD, burned data CD, etc.) cannot be listed, then the issue is hardware and the drive should be replaced.
If the directory on the CD can be seen, the drive is being recognized by the computer and is reading normally from a command prompt. Restart the computer and go to the next section Troubleshooting CD or DVD issues in Windows .

Troubleshooting CD or DVD issues in Windows
If the drive can be seen in the BIOS and from a command prompt , open Windows and see if the CD or DVD name appears in Device Manager . If the drive appears in Device Manager, the drive should be functioning correctly. If the drive is not appearing in Device Manager, perform the following steps to try to re-enable the drive in Windows:
Step 1: Uninstalling any recently added software

NOTE: If more than one CD/DVD writing software is installed, a software conflict can occur. Uninstall all CD/DVD writing software and reinstall only one, preferably the CD/DVD software that was provided with the PC
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, double-click My Computer to see if the CD or DVD drive appears.
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 2: 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 3: Using Device Manager error codes
Open Device Manager and troubleshoot the drive according to any error codes that are listed:

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.
If a warning symbol is next to the device name, like a red X, a yellow question mark, or an exclamation mark, troubleshoot the problem according to support document Device Manager Information .

NOTE: If the error code 19, 31, 32, 39, or 41 is listed in Device Manager, resolve the problem by removing the upper and lower control registry filters .
If a warning symbol is not present, leave Device Manager open and continue to the next step.

Step 4: Removing Drive in Device Manager
Remove the drive name from Device Manager:

Close the Properties window and select the CD 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 7 .

Step 5: Clearing the registry filters in XP
Clear the registry filters (for Windows XP and 2000 only).

CAUTION: These steps require the removal of the CD writing software (RecordNow, Easy CD Creator, etc..). On some models of HP and Compaq computers, 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

Select 4D36E965-E325-11CE-BFC1-08002BE10318.
Select UpperFilter in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
Select LowerFilters 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 6: 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 these steps if RecordNow!, Veritas RecordNow!, or Sonic RecordNow! 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.
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 computer and then reinstall the CD writing software using the HP or Compaq application recovery software or by using Compaq's quick restore.

Step 7: Recovering the PC
Recover the computer. If you do not know how to recover the computer, use one of the following support documents:

HP Pavilion Desktop PCs - Performing a System Recovery in Windows 98 and Me
HP and Compaq Desktop PCs - Performing a System Recovery in Windows XP

NOTE: If your Compaq PC came with quick restore discs, insert the first disc into the top CD or DVD drive, restart the PC, 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 8: 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 is ran, PC Doctor provides more information. If an error code is reported, the computer may need to be serviced. Open the test again to confirm the error code.

Errors are displayed while using the CD or DVD drive
When you are reading or writing a disc, an error appears. For example, some errors are:

Buffer underopen
CD write failed (with an error code or percentage complete)
Unable to read from drive letter
The steps in this section are meant to resolve as many errors as possible using standard troubleshooting steps. Before trying the steps in this section, search HP and Compaq Support using the error message and the PC model number. By searching this way you will probably get a support document that specifically addresses the specific problem that is occurring.
If you cannot find a more meaningful support document for the error message, use the following general steps to resolve the problem:

Step 1: Removing and Reinstalling the CD or DVD Drive in Device Manager

In Windows XP, click Start, right-click My Computer, click Properties, click the Hardware tab, and then click the Device Manager button.
In Windows 98 and Me, click Start, right-click My Computer, click Properties, and click the Device Manager tab.
Click the plus sign (+) next to DVD/CD-ROM Drives (or similar) category.

Close the Properties window and select the CD 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 or DVD listing. Do not restart the computer.
Close Device Manager and restart the PC.
Use the CD or DVD drive that was used when the error appeared. If the error no longer appears, you are done. If the error re-appears, continue to the next step.

Step 2: Using System Restore
Use system restore to go back to a time when the errors were not occurring. 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, use the CD or DVD drive that was used when the error appeared. If the error no longer appears, you are done. If the error re-appears, continue to the next step.

Step 3: Recovering the PC
Recover the computer. If you do not know how to recover the computer, use one of the following documents:

HP Pavilion Desktop PCs - Performing a System Recovery in Windows 98 and Me
HP and Compaq Desktop PCs - Performing a System Recovery in Windows XP

NOTE: If your Compaq PC came with quick restore discs, insert the first disc into the top CD or DVD drive, restart the PC, and follow the onscreen instructions.
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 4: Using 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 is ran, PC Doctor provides more information. If an error code is reported, the computer may need to be serviced. Open the test again to confirm the error code.

The drive cannot read commercial discs (music and software discs)
Use the steps in this section to troubleshoot problems reading commercial software or music discs.
Before continuing make sure that the disc you are trying to read is one that was manufactured from a record label or from a software company. If the disc is one that was created from another CD writer drive, use the section The CD-RW or DVD+RW drive cannot write to writable discs .
Step 1: Checking for the CD or DVD drive in Device Manager

In Windows XP, click Start, right-click My Computer, click Properties, click the Hardware tab, and then click the Device Manager button.
In Windows 98 and Me, click Start, right-click My Computer, click Properties, and click the Device Manager tab.
Click the plus sign (+) next to DVD/CD-ROM Drives (or similar) category.

If the CD or DVD drive is not showing up in Device Manager, close Device Manager and use the section CD or DVD drive is not recognized by Windows.
If the CD or DVD drive is listed, continue using these steps to troubleshoot.

Step 2: Using different discs
Find out how the drive responds to different disc formats:

Place a music CD into the CD or DVD drive and try to play it with Windows Media Player. Do this more than once with different discs and note what happens
Place a software CD (like a game or business software) into the CD or DVD drive. Do this more than once with different discs and note what happens
If several discs work but one does not, the disc is probably bad or is scratched. Clean the CD or change the disc with one of another type.

Step 3: Using the disc in another drive
Use a disc in another CD or DVD drive using different software players (if possible).

If the disc can be read in another drive, the disc and the software program used to play the disc are good.
If the disc cannot be read in any drive, the disc is probably bad or needs to be cleaned.
If the disc plays with one type of software player but not in another, try reinstalling the software that did not work. If Windows Media Player needs to be reinstalled, download and install the latest Windows Media Player software from Microsoft (in English).

Step 4: Checking Windows XP Permissions
In Windows XP (and 2000), ensure that you have permissions to use the CD or DVD. Skip to step 6 if you are not using Windows XP.

NOTE: In order to use these steps, you must have administrative privileges and sharing has to be enabled.

Remove any discs from the drive.
Ensure that simple file sharing is not set:
Double-click My Computer, and click Tool from the menu bar.
Select Folder Options, and click the View tab.
Scroll down to the bottom of the list of Advanced Settings and remove the checkmark from Use simple file sharing.
Click OK.
Open My computer, right-click the drive containing a disc, and select Properties.
Click the Sharing tab (Share this folder should be selected), and then click the Permissions button.

If you cannot see a sharing tab, select your logon name under Groups and user names. If you can not find it, then select Everyone.
Make sure that Deny is not selected next to read. If it is, select Allow and the drive should work.
Click OK to close the window.

Step 5: Checking for CD/DVD at a command prompt
If the CD or DVD drive is listed properly in the BIOS, confirm that the drive can read discs from a command prompt. If your PC did not come with Windows XP and/or it does not have a recovery partition on the hard drive, skip to the next step (if you are not sure that your computer has a recovery partition, perform the steps anyway to find out if a recovery partition exists). Use the following steps to read a data disk from a command prompt:

CAUTION: Use the following steps carefully. Do not try to skip ahead without reading the steps. Failure to perform all of the steps in the required order could result in full 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 does not have a recovery partition. Skip to the next step if this is the case.
At the recovery screen, click the Advanced Options button.
A System Recovery - Quick Format (or similar) window appears. Do NOT click Next.
Press the Alt + D keys.
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 the next Step.
If the directory on the CD does not list, then the issue is hardware related and the drive should be replaced.

Step 6: Reseating cables
Check cable connections to determine if the connection between the hard drive and the motherboard has been lost. 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 computer.


Turn the PC off, unplug the power cord, then press the Power button on the front of the computer.
Remove the side panel.

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

Figure 6: 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.
Remove any hardware that uses an IDE cable and was recently added (like an extra CD drive, or a ZIP drive). This does not include original hard drives.
Remove and reinsert the 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.
Insert a disc and see if the CD displays files from a command prompt, and then Windows. Do the following depending on what happens:

If the CD can be read from a command prompt and Windows, the problem is resolved.
If the CD still does not play or show files, continue to the next step.
If the CD now plays and you removed an IDE device from a ribbon cable, there was a hardware conflict. Contact the manufacturer of the device for proper installation instructions and for the correct settings.

Step 7: Swap cables
Replace or swap the IDE cables. Work on a hard flat surface over a non-carpeted floor.

Turn the computer off, unplug the power cord, then press the Power button on the front of the computer.
Remove the side panel.
Remove both the ribbon cable (the IDE cable) and the power cable from the back of the drive.
Remove the ribbon cable from the connector on the motherboard. Be careful to not dislodge other ribbon cables.
Replace the IDE ribbon cable from the back of the drive with a different cable.
Replace the cover and plug in the power cord. Turn the computer on.
Insert a disc and see if the CD displays files from a command prompt, and then from Windows.

If the CD can be read from a command prompt and Windows, the problem is resolved.
If the CD, can be read from a command prompt but not from Windows, reinstall the drivers from device manager in the next step.
If the CD does not appear from a command prompt, use the steps in the section CD or DVD drive is not recognized by Windows .

Step 8: Removing and Reinstalling the CD or DVD Drive in Device Manager

In Windows XP, click Start, right-click My Computer, click Properties, click the Hardware tab, and then click the Device Manager button.
In Windows 98 and Me, click Start, right-click My Computer, click Properties, and click the Device Manager tab.
Click the plus sign (+) next to DVD/CD-ROM Drives (or similar) category.
Close the Properties window and select the CD 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 or DVD listing. Do not restart the computer.
Close Device Manager and restart the computer.
Use the CD or DVD drive that was used when the error appeared. If the error no longer appears, you are done. If the error re-appears, continue to the next step.

Step 9: Using System restore
If the computer still cannot read the disc, use System Restore to go back to a time when the drive was recognized by Windows. 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, use the CD or DVD drive again to see if it works. If it works, you are done. If not, go to the next step.

Step 10: recovering the PC
If the computer still cannot read the disc, recover the computer. If you do not know how to recover the computer, use one of the following documents:

HP Pavilion Desktop PCs - Performing a System Recovery in Windows 98 and Me
HP and Compaq Desktop PCs - Performing a System Recovery in Windows XP

NOTE: If your Compaq PC came with quick restore discs, insert the first disc into the top CD or DVD drive, restart the PC, and follow the onscreen instructions.
When done, use the CD or DVD drive again to see if it works. If it works, you are done. If not, go to the next step.

Step 11: Using PC Doctor
If the computer still cannot read the disc, open PC-Doctor to gather more information and respond accordingly (not on Classic Presario units).

Click Start, Run, and type the following into the Open field: pcdrw32
Click OK and wait for the PC Doctor window to appear.
Open the appropriate CD/DVD-ROM test from the list of tests (as in the column to the left of the first menu).
If an error code is reported, the computer may need to be serviced. Open the test again to confirm the error code. Use the following support document if you need more information about PC Doctor or you want to look up an error code: Using PC Doctor
If, after you have tried all these steps, the drive still cannot read a commercial disc, the drive is probably bad and should be replaced.

The CD-RW or DVD+RW drive cannot write to writable discs
Use the steps in this section to troubleshoot problems that occur while trying to create music or data discs. Before continuing make sure that the disc you are trying to burn with is high quality and matches the drive capabilities. If you are unsure, use CD-R type. If the disc already contains data, discard it and use a new CD-R or CD-RW disc.
Use the following steps if the writable drive is still unable to write data to a writable disc. Try writing to a CD after completing each step to see if the problem is resolved.
Step 1: Checking for the CD or DVD drive in Device Manager

In Windows XP, click Start, right-click My Computer, click Properties, click the Hardware tab, and then click the Device Manager button.
In Windows 98 and Me, click Start, right-click My Computer, click Properties, and click the Device Manager tab.
Click the plus sign (+) next to DVD/CD-ROM Drives (or similar) category.

If the CD or DVD drive is not showing up in Device Manager, close Device Manager and use the section CD or DVD drive is not recognized by Windows .
If the CD or DVD drive is listed, continue using these steps to troubleshoot.

Step 2: Decreasing burn speed
Decrease the CD writer's burn speed by half. The following steps are for Windows XP only. For Windows 98 and Me, decrease the write speed from within the software that you are using to write discs (RecordNow, Easy CD Creator, etc...)

Click Start, and then My Computer.
Right-click the drive icon, and select Properties.
Select the Recording tab and reduce the Current Write Speed by half (for example, from 16x to 8x).
Click OK and close the My Computer window.
Try writing to a CD. If the drive fails to create the CD, go to the next step.

Step 3: Enable Windows XP recording
If you are using Windows XP and you are trying to use the drag-and-drop burning capabilities of Windows XP (not other burning software like RecordNow or Easy CD Creator), use the following steps to ensure that native burning is enabled. If your PC is not using Windows XP, skip to the next Step.

Place a blank disc into the drive.
Click Start, and then My Computer.
Right-click the writable drive icon, and select Properties.
Select the Recording tab and select Enable CD recording on this drive and click OK
If you had to enable recording, try writing to a CD by dragging and dropping files into the writable disc's open Window. If the drive fails to create the CD, go to the next step.

Step 4: Enabling DLA (if used)
If you are using HP DLA to create discs (not other burning software like RecordNow or Easy CD Creator), use the following steps to ensure that DLA is enabled:

Place a blank disc into the drive.
Click Start, and then My Computer.
Right-click the writable drive icon, and select Properties.
Click the DLA tab and select Enable DLA on your drives.
NOTE: HP DLA and Windows XP drag-and-drop burning cannot both be enabled at the same time, and only one writeable optical drive can be enabled to use DLA.
Double-click My Computer and right-click the drive icon containing the disc that is enabled for DLA.
Select Format and fill out the drive label name.
Click Start on the Window that is open.
Once finished, the disc can be used to write files to it.
Try writing files to the disc by dragging and dropping files into the open window for the disc. If the drive fails to create the CD, go to the next step.
NOTE: If you want a CD-R or DVD+RW that you created to play in another computer, use the make compatible feature of DLA. With the disc in the drive, right-click the drive icon in My Computer, select Make Compatible and follow the information on the windows that appear.

Step 5: Test discs in other drives
Ensure that the disc you created can work in other drives. Remove any disc that you created and place them into a different CD or DVD drive and try to open the files on the disc. What happens?

If the files can be read from a different drive, then the disc is not bad. You are done.
If the files cannot be read in another drive, ensure that the type of disc that is being used matches the work you are performing (for example, a CD-R is not being rewritten to, or being formatted as if it was a CD-RW).
If the files cannot be read in another drive, ensure that you are using the CD writing software that came with the computer.
If the files cannot be read in another drive, use a new disc that it is not scratched or dirty and try creating the disc again.
If the files cannot be read in another drive, use a new disc that is from a different brand or manufacturer and try creating the disc again.
If you still cannot create a disc that can be read in another drive, go to the next step.

Step 6: Reseating cables
Check cable connections to determine if the connection between the hard drive and the motherboard has been lost. 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 computer.


Turn off the computer, unplug all cords from the computer, then press the Power button on the front of the computer.
Remove the side panel.

Remove both the ribbon cable and the power cable from the back of the CD drive (see figure).

Figure 7: Back of a CD or DVD drive
1 - Audio connector
2 - Drive jumper settings
3 - IDE connector
4 - Power connector
Reinsert both cables into the back of the drive making sure that the cables fit snug 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, plug in the cords.

Turn on the PC.
Try creating a disc again. If you still cannot create a disc that can be read in another drive, go to the next step.

Step 7: Removing the drive in Device Manager

Open Device Manager and select the CD 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 PC has Windows XP or 2000, go to the next step without restarting the computer.
If your PC has Windows 98 or Me, restart the computer and skip the next step (clear the registry files).

Step 8: Clearing the registry filters in XP
Clear the registry filters (for Windows XP and 2000 only).


CAUTION: These steps require the removal of the CD writing software (RecordNow, Easy CD Creator, etc..). On some models of HP and Compaq computers, 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.


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.
A copy of the registry has been saved for back-up purposes.
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

Select 4D36E965-E325-11CE-BFC1-08002BE10318.
Select UpperFilter in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
Select LowerFilters in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
Close the registry editor, restart the computer, and wait until Windows configures the necessary drivers for new hardware.
Do not perform this step if you do not know how to reinstall your CD writing software. Uninstall all CD writing software (RecordNow, EZ CD Creator) using add/remove programs.
After all CD writing software has been removed, restart the computer and then reinstall the CD writing software using the HP or Compaq application recovery software or by using Compaq's quick restore.
Try creating a disc again. If you still cannot create a disc that can be read in another drive, go to the next step.

Step 9: Using System Restore
If the computer still cannot write to the disc, use system restore to go back to a time when the drive was recognized by Windows. 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, use the CD or DVD drive again to see if it works. If it works, you are done. If it does not, go to the next step.

Step 10: Recovering the PC
If the computer still cannot write to the disc, recover the computer. If you do not know how to recover the computer, use one of the following documents:

HP Pavilion Desktop PCs - Performing a System Recovery in Windows 98 and Me
HP and Compaq Desktop PCs - Performing a System Recovery in Windows XP

NOTE: If your Compaq PC came with quick restore discs, insert the first disc into the top CD or DVD drive, restart the PC, and follow the onscreen instructions.
When done, use the CD or DVD drive again to see if it works. If it works, you are done. If it does not, go to the next step.

Step 11: Using PC Doctor
If the computer still cannot read the disc, open PC Doctor to gather more information and respond accordingly (not on Classic Presario units).

Click Start, Run, and type the following into the Open field: pcdrw32
Click OK and wait for the PC Doctor window to appear.
Open the appropriate CD/DVD-ROM test from the list of tests (as in the column to the left of the first menu).
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 about PC Doctor or you want to look up an error code: Using PC Doctor
If, after you have tried all these steps, the drive still cannot read commercial disc, the drive is probably bad and should be replaced.