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RadioHist

6 Posts

71774

September 17th, 2006 15:00

HL-DT-ST DVD+-RW GWA4164B - Will not recognize CD-R media but will burn DVD-R media

Dell Support has not yet resolved this issue so I will try this Forum. I have successfully burned CD-R media on the HL-DT-ST DVD+-RW GWA4164B burner in the past. The drive would read both CD's and DVD's OK. When I tried to burn a CD-R a few weeks ago Sonic Dell Edition began to report 'No drive detected' Dell Support directed me to install new firmware in the drive and that was reported as successful. Dell directed me to run the diagnostic utilities on the drive and all ran successfully. Still 'no drive detected' Dell directed me to go into regedit and DELETE LowerFilters (not enter a new value) Dell directed me to run a Roxio .exe file named roxizap.exe (BAD MOVE - the drive would not even play DVD's after that.) Rather than use the system restore disk to get back the pre-installed Sonic applications and loose everything I've done in the last two months, I installed a trial copy of NERO. When I try to burn a data CD in CD-R format, NERO reports that the 'drive is empty'. I found that if I set NERO to burn a data DVD, it will recognize DVD-R media and burn OK. I conclude from this, that the burner cannot switch/detect the various media any more. Any suggestions? My last queries to Dell have not been answered after 3 days... Robert

Message Edited by RadioHist on 09-17-2006 11:29 AM

Predator

2 Intern

 • 

15.3K Posts

September 17th, 2006 22:00




Hi Robert,

I am going to assume your drive is still under warranty, so I cannot in good faith recommend you try a non-Dell firmware which will void the warranty on the drive. Due to Dell policy, I cannot list an active link to CD Freaks but it seems some at that site stated the LG firmware update for the 4166 drive will work on the 4164B drive. If it was mine and under warranty, I would call Dell once more tell them the drive is not working and respectfully request a non-4164B replacement, be firm but polite.
If out of warranty I would try the firmware because I like to tinker... but considering I can pick up a retail drive for under $40, I will not tinker for long.....


Best Regards!



God, grant me the senility to forget the people I never liked anyway,
the good fortune to run into the ones I do and the eyesight to tell the
difference.
CD/RW Link

RadioHist

6 Posts

September 17th, 2006 23:00

Thanks for the link to your burner help pages. I've saved that to my Favorites.... Yes my drive is still in warranty so I'll continue to work with Dell support although I had expected a resolution by now... (I've spent some three hours+ on line & via phone plus waiting days for responses in between... I had hoped the process would move along faster...This is the first time I've ever tried to use tech support in 12 years of PC ownership.) Robert

Gossee

3 Posts

September 21st, 2006 08:00

I'm experiences the same problems with my new demenision 9150 with HL-DT-ST DVD+-RW GWA4164B. I haven't contacted dell support yet, but if you have a solution please notify me it will save me a lot of problems.
Jos
 

RadioHist

6 Posts

September 21st, 2006 09:00

Hi,
 
After three long on-line chat sessions and one long telephone call with Dell support they finally agreed to send me a replacement drive AND CD's of the pre-installed software (Roxio, etc.)  I am waiting for them to arrive.  IHO Dell should ship CD's of the pre-installed software. During the troubleshooting sessions they had me use a file called roxiozap.exe.  That removed Roxio.  Rather than use the system restore disk and loose many hours of system customization, I downloaded a trial copy of NERO 7.  NERO reported similar types of errors. ( i.e. 'Drive empty' when there was a blank CD-R loaded and sometimes 'Disk full' message if a DVD-R disk was loaded. - In either case the drive will not let you eject the CD.  I had to shut down the machine and eject it with a paper clip.)
 
Hope this helps

retribution17

22 Posts

September 22nd, 2006 11:00

Firmware updates (Dell or Non-Dell) are a useless solution to a bigger problem. That drives licks and Dell knows it.

I guess if it's not exploding or catching the system on fire Dell won't admit to anything.

RadioHist

6 Posts

September 24th, 2006 01:00

Dell sent me a replacement drive (a refirbished Sony NEC Optiarc DVD+-RW ND-3570A) and a CD of Roxio CREATOR MyDVD Combo LE (Part # WG786) I installed the drive and determined that it works OK with a trial version of NERO 7. I installed Roxio Creator from the CD (some time ago Dell had me run a file called roxizap.exe to kill my old install of Roxio) When I set it up to run the Roxio DLA, it would burn a CD-R OK. I then opened Roxio Creator Dell Edition and it reports 'No drive detected' Arggh! I contacted Dell Chat and explained the problem. They had me download a patch from the Roxio site 'pxengine1_08_34a.exe'. I downloaded and ran the patch and then rebooted the machine and Roxio Creator now recognizes the drive !!!!! I've burned one data CD OK with Roxio .... have not had time to try any of the other bells & whistles... I have high hopes this is the end of a multi-week quest.... Sure hope it's a long time before I have to do it again...

ipatters

15 Posts

September 24th, 2006 01:00

I had the exact same problem.  I managed to get it replaced by tech support.  The tech support in Canada is an interesting experience.  Here is what I did (for those that have to do this):
 
I tried tech support chat.  They sent an auto email saying that because I have an XPS system I can get special tech support by calling the US tech support number.  Obviously that failed.  The voice computer thingy didn't recognize my Express Service Code, but did attempt to connect me anyway.  The tech support guy said to call Canada tech support.  So I did.  Canada tech support said that they were going to connect me to XPS support.  During the transfer I got disconnected.  I called US tech support and got someone right away.  They told me that they couldn't help me because they didn't have any of my information.  US and Canadian Tech support are on completely different networks and different databases.  They gave me a new number to call.  This one got me a Canadian tech support person that didn't transfer me.  I was on the phone for 2 hours, removing all CD/DVD writing software off the computer, then re-installing it, then removing entries for the registry and finally running Dell Diagnostics.  I had already tried all of these things (except for the regedit), but I thought I'd better do what they say.  Gotta leave a paper trail I suppose.  When it still didn't work, he said he will send a new drive in the mail, with pre-paid postage to return the defective drive.  (It's in production). 
 
All in all, the tech support itself was thorough, despite the fact I had already done the things that they asked me to do.  Support has to leave a paper trail, saying they actually did all the tests.
 
Getting to tech support is a nightmare in Canada if you have an XPS system, because they keep trying to send you to the US, who keeps sending you back because they don't have any of your info on file.
 
Good luck.

Gossee

3 Posts

September 24th, 2006 17:00

Can you please tell me the url to this patch, because I can't find it on the Roxio site. I would love to solve this problem.
 
Jos

RadioHist

6 Posts

September 24th, 2006 22:00

Hi, At the time I posted this I did not have the log of the Chat session..... Here is the URL http://patches.sonic.com/PX/pxengine1_08_34a.exe All I can say is to use this info with caution.... Some time ago Dell had me run roxiozap.exe to clean out the old install of Roxio Creator Dell Edition... Apparently the add/remove programs in Windows does not clean out everything. Let me know if it makes your install of Roxio Creator Dell Edition recognize your DVD or CD burner.

Gossee

3 Posts

September 26th, 2006 20:00

I downloaded the patch and installed it, but it didn't do the trick. Should I remove and reinstall all sonic software, or use other software?

DELL-Chris M

Community Manager

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56.9K Posts

September 26th, 2006 21:00

All Canadian customers,

It seems many of you are reporting that the USA XPS Team cannot access your Service Tag numbers to reach your account. They can. Here are the instructions you can give to the USA XPS Team.

* Have the technician open DellServe
* On the left change the BUID number from from 11 to 707 (11 = USA, 707 = Canada)
* Now the technician can enter your Service Tag number and pull up your account

Message Edited by DELL-ChrisM on 10-05-2006 08:19 AM

RadioHist

6 Posts

September 26th, 2006 21:00

I would download NERO 30 day trial file (about 135 meg.) Load that on your machine and see if your drive works. If not, then I am about out of ideas. (Note previous note to run roxiozap.exe before trying to reinstall Roxio.

ipatters

15 Posts

September 26th, 2006 22:00

Excellent info Chris M. I'll do that next time.
Thanks!

Message Edited by ipatters on 09-26-2006 07:00 PM

Toronto699

2 Intern

 • 

1.7K Posts

October 4th, 2006 19:00

Chris could u please post your USA XPS Team , Canadian customers response in the  "general hardware  faq" please where it can easily be found thank u . ive booked marked your reply  for future reference if i call XPS support , thank you . when i did call i had no problem

darthemma

2 Posts

October 10th, 2006 21:00

I am having the exact same problem - my drive (HL-DT-ST DVD+RW GWA4164B ) works fine with DVD media, but it won't recognize any cd-r media (blank or burned).  I have called Dell twice about it and they have finally agreed to send me another drive.  I talked to them last Thursday (Oct. 5) and they said the drive would arrive by Tuesday (today) and it has not.  I asked them if they would send me a different model to avoid this problem on the next drive, but they said they had to replace it with the same one.  I hope the new drive works.  I have tried everything to get this working (updated all drivers, bios, uninstalled and reinstalled Nero), but no luck.  I will post here once I install the new drive.

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