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How to Troubleshoot and Resolve Optical Drive Issues on Latitude E6520


Table of Contents :

  1. Troubleshooting an Optical Drive
  2. Optical Drive Tray does not open or close
  3. Optical Drive not detected
  4. Optical Drive detected but does not work

Article Summary: This article provides information on how to troubleshoot an issues with your Optical Drive on a Latitude E6520 notebook PC.


1. Troubleshooting an Optical Drive (CD/DVD)

An Optical Drive is the technical term that covers all CD and DVD types and models.

This troubleshooting guide will take you through the troubleshooting steps needed to identify a fault and take you through any steps needed to resolve the issue. If it's identified to a hardware fault, this troubleshooting should enable you to raise a service request with one contact. (As you will have completed the diagnostics before getting in touch with us.)

1. Is there any damage to the optical drive or to the system?

(i) Yes, If there is damage then this may not be covered under your pro support warranty. Proceed if you have accidental damage cover on your System. If you don't have complete care on your notebook PC, Please check this guide here.

Check your Warranty Status.

Out of Warranty Process.

(ii) No, carry on with step 2.

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2. Optical Drive Tray does not open or close

2. Does the CD/DVD tray eject when the button on the drive is pressed?

(i) Yes, proceed to step 6.

(ii) No, carry on with this guide.

3. Have you tried reseating the drive? Does the fault continue?






(i) Yes, proceed with this guide.

(ii) No, your issue is resolved.

4. Does the CD/DVD tray eject if you boot the system into the BIOS (Tap rapidly on the <F2> key at the Dell splash screen to enter the BIOS.) and then press the button on the drive?

(i) Yes, the issue is only seen inside the operating system. Try restoring the system to a date before the issues was first seen.

How to run System Restore in Windows Vista on your Dell PC.

How to run System Restore in Windows 7 on your Dell PC.

How to run System Restore in Windows 8 on your Dell PC.

(ii) No, Carry on with this guide.

5. Can you try the drive in another similar system?

(You can find a step by step guide for your Particular system in your user guide or manual.)

(i) Yes.

(A) If the drive works ok in another system, it could be an issue with how the drive fits in this system. I would contact Dell at this point, if my system is in warranty.

(B) If the drive doesn't work in another system I would contact Dell at this point, if my system is in warranty.

(ii) No, If you straighten out a paper clip and press it into the "emergency eject" hole on the bezel on the front of the drive. Does the tray eject?

(A) if it doesn't eject at that point contact Dell, if your system is in warranty.

(B) if it ejects and starts to function as normal, then your issue is resolved.

(C) if it ejects but won't go back in and the issue continues then contact Dell at this point, if you are still covered by your warranty.

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3. Optical Drive not detected

6. When you boot into the OS is there a drive letter assigned against the Optical drive?

(i) Yes, proceed to step 10.

(ii) No, carry on with guide.

7. Please restart your system and tap rapidly at the <F2> key when the Dell Splash screen appears. (This will take you into the BIOS setup screens.)



8. On older systems, please look for the "drives" option down the left hand side of the screen. For newer systems please check in "system configuration" and "Modular Device". Is the Optical drive detected in the BIOS? (It will give a model name and serial number for the device.)

(i) Yes, please carry on with the guide below.

(ii) No, Please reseat the Drive. If the drive is still not detected, please get in touch with our technical support to take this further.

9. If the drive is seen in the BIOS but not detected in the OS, then the issue is with the OS.
There are several Microsoft knowledge Base articles that include "Autofixes" for these issues. I've linked to some below. If these "autofixes" do not resolve your issue, a clean install or factory reimage will. However this is a drastic step and I'd advise trying the "autofixes" first. (I've included a link to a list of reinstall articles below as well.)

Microsoft FixIT programs will not be compatible with Windows 10 operating system.

Your CD drive or DVD drive is missing or is not recognized by Windows or other programs

CD/DVD drive does not appear in Windows Vista, or you receive this error during Windows Vista setup after booting from the DVD (AHCI)

CD-R drive or CD-RW drive is not recognized as a recordable device

Hardware devices not detected or not working

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4. Optical Drive detected but does not work

10. The optical drive is detected and assigned a drive letter, but it does not recognise any media inserted. Please locate your OS reinstallation media or burn an Ubuntu Live DVD. (you will not be reinstalling anything at this point. It's needed for a troubleshooting step.) Do you have the bootable media to hand?

Ubuntu Live Download Link.

(i) Yes, carry on with step 11.

(ii) No, go to step 13 instead.

11. Please restart your computer and tap rapidly at the <F12> key when the Dell Splash screen appears.

12. This will take you to the Dell "boot once menu". Insert the bootable media and close the tray. Select the optical (CD/DVD) drive from the menu and check to see if a "Press any key to boot from CD/DVD media" message appears at the top of the screen?

(i) Yes, The drive is working outside of windows. This means the issue is in the operating system. Please proceed to step 14.

(ii) No, please reseat the drive and if the same thing happens again, contact Your technical support to take this further.

13. If there is no bootable media available, then we can swap the drive with one from a working system with a compatible drive. (Most drives are generic across several model types.) Do you have a system you can swap the drive with?

(i) Yes.

(A) If the fault follows the drive to another system - the drive is faulty.

(B) If the fault stays with the original system with a working drive fitted then the issue is with the system or OS - please proceed to step 14.

(C) If the fault isn't seen on either system, please swap the drives back into their original systems and if the fault still isn't seen, then reseating the device has resolved your issue.

(ii) No, then proceed to step 14.

14. Please use the Microsoft Knowledge Base article below for the Mr fixit tool. It will clear the filters for the drive. did this resolve the issue?

Your CD or DVD drive cannot read or write media
Microsoft FixIT programs will not be compatible with Windows 10 operating system.

(i) Yes, then you issue should be resolved.

(ii) No, Please rule out your OS, by either swapping the Hard Drive (HDD) with a HDD from a working system, or by running a factory restore or a OS reinstall to rule out your OS.

(A) If the fault stays with the machine or isn't resolved by ruling out the OS, then contact Technical Support to take this further.

(B) If the fault follows the HDD to another system then you will still need to rule out the OS on that HDD.

You can contact Dell's technical support online at Dell Chat, Twitter and Email support, or you can phone your local support line. The contact details are available on our support site. Please ensure you have the right country selected and click on the "contact us" link for more information.

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Identyfikator artykułu: SLN284835

Data ostatniej modyfikacji: 01/13/2017 03:03 PM


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