Knowledge Base

Optical Disk Drive is not recognized in Microsoft Windows or other applications



This article has information on how to troubleshoot issues related to the CD, DVD or Blu-Ray drive on your Dell Desktop or Laptop computer. The instructions below will help you diagnose and resolve issues if your CD, DVD or Blu-Ray drive is not being recognized in Microsoft Windows or other applications.

Table of Contents:

  1. Symptom
  2. Troubleshooting steps

Symptom

There could be several reasons why a CD, DVD or Blu-Ray drive is not detected or recognized by Microsoft Windows or other applications. Below are some instructions that will help you resolve the problem in some instances if the drive has not failed completely.

Use the troubleshooting instructions below if your CD, DVD or Blu-Ray drive is not seen in File Explorer or My Computer (it was called Windows Explorer in Microsoft Windows 7 and earlier versions of Microsoft Windows), and the drive is marked with a yellow exclamation point in Device Manager. In Device Manager, you may also notice one of the following errors is listed in the Device status area under the Properties tab. To view Device Manager: Press the Windows key + R to open the Run dialog box. Type devmgmt.msc in the Run dialog box, then press Enter key to view Device Manager.

  • Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)
  • The device is not working properly because Windows cannot load the drivers required for this device. (Code 31)
  • A driver (service) for this device has been disabled. An alternate driver may be providing this functionality. (Code 32)
  • Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)
  • Windows successfully loaded the device driver for this hardware but cannot find the hardware device. (Code 41)

The instructions below can be used for both internal and external CD, DVD or Blu-Ray drives but some of the fundamentals might be a little different.

The instructions below applies to the following Microsoft Windows Operating Systems, however some instructions may slightly vary with older version of Microsoft Windows (Windows Vista or Windows XP):

  • Microsoft Windows 10
  • Microsoft Windows 8 or 8.1
  • Microsoft Windows 7
  • Microsoft Windows Vista
  • Microsoft Windows XP

Troubleshooting Steps

Click on the troubleshooting steps below for more instructions. If the issue is not resolved, proceed to the next troubleshooting step.

  1. Verify if the drive is recognized in BIOS/System Setup
  2. Run the Dell PC Diagnostics on the Optical Drive (CD, DVD or Blu-Ray drive)
  3. Run the Hardware and Devices troubleshooter
  4. Run the Microsoft CD/DVD Fix it troubleshooter
  5. Update or reinstall the driver for the optical disk drive

Verify if the drive is recognized in BIOS/System Setup

Ensure that the drive is recognized in the BIOS/System Setup. This step is applicable for computers with internal drives only.

  1. Restart your computer and tap the F2 key while it is restarting.
  2. Verify if the drive is detected in BIOS (Figure 1, 2 & 3). If yes, proceed to the next step.
    For more information, refer to the Dell knowledgebase article Instructions to Download and View Manuals.
    Optical Drive in BIOS - Example 1
    Figure 1: Optical Drive in BIOS

    Optical Drive in BIOS - Example 2
    Figure 2: Optical Drive in BIOS

    Optical Drive in BIOS - Example 3
    Figure 3: Optical Drive in BIOS

  3. If the drive is not detected in BIOS, you may need to disconnect and reconnect the drive on your computer.
    For more instructions on how to disconnect and reconnect the CD, DVD or Blu-Ray drive, refer to the Dell knowledgebase article Instructions to Download and View Manuals.
  4. If the drive is still not detected, contact Dell Technical Support for In-Warranty repair options.
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Run the Dell PC Diagnostics on the Optical Drive (CD, DVD or Blu-Ray drive)

The optical drive diagnostic may require you to have certain types of optical media available, such as a CD-RW, DVD-RW, or Blu-Ray disc. Before beginning the diagnostic, ensure you have the proper media that you wish to troubleshoot.

To run a Diagnostic on your CD, DVD or Blu-ray drive, browse to the Optical Drive Diagnostic and follow the instructions

Note: It is required that you click on the above link on the Dell computer that you are having trouble with. Dell System Detect and Dell SupportAssist application will be installed to run a diagnostic on the devices of your computer. Follow the on-screen instructions to complete the installation if the applications are not available on your Dell computer.

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Run the Hardware and Devices troubleshooter (Windows 7, Windows 8, Windows 8.1 and Windows 10)

You can run the Windows Hardware and Devices troubleshooter which is built-in to Microsoft Windows. The Hardware and Devices troubleshooter is available in Microsoft Windows 7, Windows 8/8.1 & Windows 10 only.
To run the Hardware and Devices troubleshooter:

  1. Press the Windows key + R to open the Run dialog box.
  2. In the Run dialog box, type control then press the Enter key.
  3. On the top-right corner, in the Search box of Control Panel, type troubleshooter, and then click Troubleshooting.
  4. Under the Hardware and Sound item, click Configure a device.
    Note: You will need to login to Windows with an account with administrator privileges. If you get any prompts from User Account Control while running the Hardware and Devices troubleshooter, click Yes.
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Run the Microsoft CD/DVD Fix it troubleshooter

Microsoft Fix it is a diagnostic software developed by Microsoft which allows detecting potential troubles which may affect a computer running on Microsoft Windows.

To automatically fix common issues with CD or DVD drives, click the Run now link below, and then follow the on-screen instructions.

Microsoft Windows Windows 10, Windows 8.1 and Windows 8
Microsoft Windows Windows 7, Windows Vista and Windows XP

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Update or reinstall the driver for the optical disk drive

Drivers for your CD, DVD or Blu-Ray drive is included within the Operating System and hence does not require you to install a specific driver. Uninstalling the driver and restarting the computer will reinstall the driver which will resolve most issues related to the device driver.

To uninstall and reinstall the driver, follow the instructions below:

  1. Press the Windows key + R to open the Run dialog box.
  2. Type devmgmt.msc in the Run dialog box, then press Enter key.
    Note: You will need to login to Windows with an account with administrator privileges. If you get any prompts from User Account Control while running the Hardware and Devices troubleshooter, click Yes.
  3. In the Device Manager window, expand DVD/CD-ROM drives. Right-click the CD/DVD/Blu-Ray drive that is listed, and then click Uninstall.
  4. Click OK to confirm that you want to remove the device.
  5. Restart your computer (Once the restart is complete, the Operating System will automatically install the required drivers).
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For any other issue with the CD, DVD or Blu-ray drive on your computer, refer to the Dell knowledgebase article Troubleshooting CD/DVD or Blu-Ray Drive Problems in Microsoft Windows.

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Article ID: SLN148709

Last Date Modified: 04/28/2016 10:23 AM


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