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131545
February 5th, 2016 01:00
LG and Alienware 17 R3
Hello,
I've run into a problem. I have the Alienware 17 R3, and I've been happy with it. However, I purchased an LG MultiBlu BE14 external Bluray read/write drive since the laptop doesn't have a cd/dvd/bluray drive. Actually, in my house we have 3 computers. Two laptops, and one pc. I tried to install the drive on the Alienware, and it just won't work. It will get recognized for a few seconds to maybe two minutes, then it won't be recognized, and I get a Win 10 error message saying it's not recognized. You know the sound made when a PnP USB device is added or disconnected? It will make that sound for connecting when it connected, but then seconds later it will make the sound to being disconnected. It will then alternate between then over, and over for a few minutes and then finally stop. But when it stops, it doesn't show the device. I decided to test it on the other two computers. Both laptops are Win 10, and the PC is Win 7. The other Win 10 Laptop was able to see, and install the drive just fine as was the pc. So it's only this computer. LG support linked me to a page in Microsoft to download a drive update (via advanced command prompt). It installed successfully, but it made no difference. I was able (for one brief minute it was recognized) to "flash" update the drive itself and restarted the computer. Unfortunately, that did not work either. While I'm glad it works on the other two, this really is the computer I need it to work on for things I do and games I play that are on disk. Has anyone else had this issue with LG external optical drives and the 17 R3 laptop (or any other model for that matter), and/or do you have any suggestions? Thanks in advance for any assistance.
Tim.
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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February 5th, 2016 12:00
Hello,
Did you try connecting the external drive on different USB ports? Which Bios version are you running with the system?
Subzero7
6 Posts
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February 5th, 2016 13:00
Hello. Yes, I tried all three of the usb ports on the laptop. The bios version is: 1.1.5. What do you think?
Subzero7
6 Posts
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February 6th, 2016 11:00
Well, you didn't respond to my response to your question (kind of a drag, but maybe you're busy) so I looked for a bios update, and saw that there was one. So I installed the bios update, so now my bios is 1.2.7. Didn't help still having the same issue. Any ideas?
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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February 8th, 2016 09:00
Hello,
Thank you for confirming this. We try to reply within 24-48 business hours. Are you having this issue with other USB devices as well or just your DVD drive?
Subzero7
6 Posts
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February 8th, 2016 22:00
Thank you for getting back to me. Sorry for being impatient. No, it appears to only be this USB device as (so far) other USB devices plugged into this lap top appear to be working. So it appears to just be something between this LG device, and this laptop are not working nice together since the LG device works perfectly on both of our other computers. I'm at a loss.
Alienware - Rodrigo
9 Technologist
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4.4K Posts
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February 9th, 2016 09:00
Hi,
It appears to be a compatibility issue but we are not sure if it’s with the operating system or something else. As per the owner’s manual which can be downloaded on this link, this product does not support Windows 10. I understand you tested it with another system that has Windows 10 and it works, however, that other system may have an update or setting that allows it to recognize the drive.