Software will not recognized new DVD burner.

Question

Dell replaced a failing DVD drive having problems, (freezing up after a short period of time). After the Dell tech installed the drive, the system did not recognize that new hardware had been installed. The system software, Sonic / Roxio both said that the DVD drive could not be found. The Dell tech had left the area and could not be reached by phone. When Dell support  in India was called, they suggested removing the entire operating system??? The India tech finally said that the software was the problem and that it was only a 90 day trial program and that was why I was having  problems??? when challenged about his statement regarding trial software he hung up. I have had the computer for less than 50 days. MY system, (E-510) current status is as follows: Windows Media player 10 will recognized the DVD drive and will play and burn CD's. The Sonic and Roxio Software print a message stating that no suitable drive can be found. The Rixio software can be used to burn both CD's and DVD's. The Sonic software is for DVD's only. As for any further help from Dell, I doubt it. Any ideas?

osprey4 · Answer

Carl L:

Ok, don't worry, we can help sort this out. Let's go through your hardware again. You have an E510, and what model drive? Is this a DVD±RW drive (I think so)? Please check device manager under CD/DVD drives and tell me what you see there.

Carl L · Answer

Hi Osprey The manager reads: Optiarc DVD + RW     ND-3570A   Hope this is what you wanted. Thanks for any help Carl l

osprey4 · Answer

Ok, let's start with the basics. Just to confirm, this is your only drive, right?

Check the BIOS (aka, system setup, reboot and hit F2 at the blue Dell logo). Check system set up options, under drives, as shown here. You should see one hard drive (SATA) and one CD drive (PATA).

Carl L · Answer

Hi Once more

Systems BIO: DEll DM051, Version A05 (03/31/06)

Drives: Drive 0: SATA-0, Drive 1: SATA-2, Drive 2: PATA-0, Drive 3: PATA-1

Hope this is the INFO requested.

Carl l

osprey4 · Answer

Is anything listed under drive 2 (PATA-0)?

Carl L · Answer

Hi Yes:      Drive 3, which shows PATA-1   Carl l

osprey4 · Answer

Sorry, I don't know my way around this BIOS. There should be a way to see which drive is connected to which channel. Can you just try looking around and see if you can find this information? The objective here is to determine if the BIOS recognizes the drive.

Carl L · Answer

Hi again Sorry, I did not answer your last question regarding the drives. Hope this is what you were asking.  Drive 2: PATA-0

Carl L · Answer

Hi again Sorry, I did not answer your last question regarding the drives. Hope this is what you were asking.  Drive 2: PATA-0

Carl L · Answer

Sorry, my last send was incomplete. Drive 2:  PATA-0        When opened reads that it is in the ON position, Also that Optiarc DVD ND-3570A is the device. Drive 3: PATA-1         When opened reads that it is the OFF position, does not indicate any device attached. Carl L

Carl L · Answer

HI

That's the problem.

Dell did not supply discs with this purchase; the system was bought through Costco and supplied and shipped from Dell.

Dell does not sent any discs with these systems. They say if there is a problem just use system restore. That's fine, but if you

have downloaded lots of music and video files, all will be lost, that's a quote from Dell. Dell will not supply the needed discs.

I personally believe it is Dell's responsibility to get the system working since it was their failing DVD drive that made a replacement necessary in the first place. I don't mind purchasing a whole new software program, but I'm not sure that I won't have that same problem all over again.

osprey4 · Answer

Alright, that looks good. So everything appears to be fine with device manager and the BIOS. At this point, my only suggestion would be to reinstall your CD-writing software. Alternately, check downloads for a software update and run that.

osprey4 · Answer

Ok, you need to contact Dell and request the media. When you install a new drive, you almost always need to reinstall the CD/DVD writing software. Since Dell replaced the drive under warranty, I assume you're still under warranty. I hope. They will provide these discs at no charge.

Carl L · Answer

Hi Osprey

Thanks for your help. I feel that You and I are on the same page as far as the software. Dell is going to insist that I use System Restore regardless if I loose all the paid downloads. But your analysis makes me reasonably comfortable in buying a new program and installing it. I really am disappointed in Dell; I personally own more than five Dell systems and have purchased at least six more for my business. Believe me I will be giving this incident serious thought when I purchase any additional hardware.

Once again

Thanks for all your effort

Carl L

Kanuk001 · Answer

I have a couple of questions.

1) You stated that you had an Optiarc DVD+RW writer. Are you sure? That model is supposed to come with a DVD+-RW.

2) Have you access to another computer?. If you do, you can copy your downloaded music to the second computer before doing the restore (copy any files you want to keep.) Do the restore. Then copy them back.

3) As for the disks, you can always simply order them, if you want. Dell may charge you a nominal fee, especially since you bought the machine through a third party vendor.

Storage, Drives & Media

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