Knowledge Base

Troubleshooting CD, DVD or Blu-Ray Drive Issues in Windows Vista


Table of Contents:

  1. Run an Optical Drive Diagnostic
  2. How to Burn a CD, DVD or Blu-Ray Disc
  3. DVD Playback Troubleshooting
  4. CD or DVD Drive Does Not Read Discs
  5. Drive Not Found in Windows XP
  6. Drive Does Not Eject Discs

This article describes various scenarios for using CD, DVD or Blu-Ray drives, and how to use or troubleshoot them.


Run an Optical Drive Diagnostic

To run a Diagnostic on your CD drive click here to start the Optical Diagnostic.

You can run a full Diagnostic by visiting http:/www.dell.com/support/home/Home/Index/Diagnostics and clicking on the I Agree button to start the Dell PC Diagnostics.


How to Burn a CD, DVD or Blu-Ray Disc

If you are having difficulty using Windows Vista to burn a CD, DVD or Blu-Ray disc, visit the Microsoft Help and How-To tutorial on this Topic:

Click here to view the Microsoft Vista FAQ on burning CDs and DVDs

Click here to watch a Microsoft video on burning CDs and DVDs

Click here to search for specific Dell knowledge on Roxio CD/DVD Creator.


DVD Playback Troubleshooting

If you are having difficulty using Windows Vista to play a DVD, and the automated troubleshooting did not resolve your issue, try the following steps:

  1. Reinstall and Update the DVD Playback Software. Visit the software vendor's website for more information on updating the software to the latest version.
     
  2. Check to See if DirectDraw is Enabled.
    1. Click Start and click Run.
       
    2. Type DXDIAG and press OK.
       
    3. Click the Display tab.
       
    4. Verify DirectDraw Acceleration is not disabled under the DirectX Features. If DirectDraw Acceleration is disabled, press the Enable button. Click Exit.
       
  3. Update the Video Driver on the Computer. An old video driver may not support playback of newer DVDs. Visit the Dell Drivers and Downloads website and input your Service Tag to get updates specific to your computer.

For specific questions on Cyberlink PowerDVD, refer to Dell Knowledge Base article: Cyberlink PowerDVD 8 Frequently Asked Questions (FAQ)


CD or DVD Drive Does Not Read Discs

Sometimes a CD or DVD drive may return an error when a disc is inserted. If the Recommended Solution above does not automatically return your drive to a working state, try these options:

  1. Close any DVD or Burning Software. These programs may be attempting to use the drive, which keeps Windows from accessing the disc. Programs to look for include:
    • Roxio family of products
    • Power DVD
    • WinDVD
    • Media Direct
    • Windows Media Player
    • Nero Burning ROM
       
  2. Test with multiple discs. The original disc may be scratched or otherwise damaged to the point of unreadability. If another disc works correctly, replace the damaged disc.
     
  3. Update the optical drive firmware and the BIOS on the computer. In some instances the firmware of the drive may become corrupted or the BIOS may 'lose' the drive. Visit the Dell Drivers and Downloads website and input your Service Tag to get updates specific to your computer.

Drive Not Found in Windows Vista

Windows Vista may not list your CD or DVD drive under My Computer. If the Recommended Solution above does not automatically return your drive to a working state, try these options:

  1. Close any DVD or Burning Software. These programs may be attempting to use the drive, which keeps Windows from accessing the disc. Programs to look for include:
    • Roxio family of products
    • Power DVD
    • WinDVD
    • Media Direct
    • Windows Media Player
    • Nero Burning ROM
       
  2. Reseat the drive. The cabling of the drive may be loose, or the drive may not be seated correctly in the laptop. Refer to the product page for your computer for information on reseating the cables or the drive in the computer.
     
  3. Update the optical drive firmware and the BIOS on the computer. In some instances the firmware of the drive may become corrupted or the BIOS may 'lose' the drive. Visit the Dell Drivers and Downloads website and input your Service Tag to get updates specific to your computer.

Drive Does Not Eject Discs

You may not be able to eject CDs or DVDs from your computer, either using the Windows Eject feature or by pressing the button on the drive. If the Recommended Solution above does not automatically return your drive to a working state, try these options:

  1. Attempt to Eject the CD in System Setup. Software may be interfering with the normal operation of the drive. Reboot the computer and tap the F2 key while at the Dell logo screen to enter System Setup. Then attempt to eject the CD tray using the button on the drive. If the drive ejects properly, there is a software conflict that needs to be resolved.
     
  2. Try a Diagnostic Startup. If the drive ejects normally in System Setup, try a Diagnostic Startup of Windows XP.
    1. In Windows, click Start, then in the Search box type msconfig and hit .
       
    2. Click Diagnostic Startup to load basic devices and services only.
       
    3. Reboot the computer and try to eject the drive when you get back into Windows XP.
       
    4. Reseat the drive. The cabling of the drive may be loose, or the drive may not be seated correctly in the laptop. Refer to the product page for your computer for user manual instructions on reseating the cables or the drive in the computer.
       
  3. Update the optical drive firmware and the BIOS on the computer. In some instances the firmware of the drive may become corrupted or the BIOS may 'lose' the drive. Visit the Dell Drivers and Downloads website and input your Service Tag to get updates specific to your computer.




Article ID: SLN129293

Last Date Modified: 08/18/2014 08:58 AM


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