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Troubleshooting CD and DVD drive issues - Desktops

Note: Before performing any of the steps described below, please review and observe the personal safety and electrostatic discharge (ESD) precautions in Safety information to be familiar with before servicing a NetVista or ThinkCentre computer.

CD and DVD troubleshooting

CD-ROM, CD-R, CD-RW, DVD-ROM, DVD-R, DVD-RW, DVD+R, DVD+RW, Muliburner, and Multi-Recorder drives are also referred to as optical drives. These drives can fail in several ways:

  1. Power failure, either from the power supply to the drive, or internal to the drive.
  2. Mechanical failure. The drive has power, but does not eject the drawer or does not perform some other mechanical function.
  3. Read failure. The drive does not recognize the disc when inserted.
  4. Write failure. The write function fails to work correctly. The read function does work correctly.
  5. Configuration. The drive reads the disc properly to some extent, but does not perform all of its functions correctly.
  6. Audio failure. See Troubleshooting audio issues.

These steps apply to internal drives.

Some of theses steps may not apply to your computer.

  1. Make sure the CD or DVD drive has power by pressing the eject button and observing the drive activity light. The drive activity light should flash and the drawer should open. If the light flashes but the drawer does not open, either the drive drawer mechanism is broken or jammed, or in the case of -RW drives, the burning software may prevent the drawer from opening until the software has completed its operation. 
    1. If using the Drive Letter Access (DLA) software, download and install the latest DLA software update. If the problem continues, go to the next step.
    2. If the light does not blink and the drawer does not open, remove any extra adapters or devices and reseat the power cable or try swapping the power cable with the hard drive.
    3. If the hard drive does not power up after swapping the power cables but the CD or DVD drive now powers up, the power cable is bad. If there are no extra power cable connections available, the power supply will need to be replaced or you may try connecting a power splitter to the cable which would split the cable to have two connections.
    4. If the CD or DVD drive powers up after removing the extra adapters or devices, either there is a problem with the removed adapters or devices, or the power supply does not have enough power to supply the computer with all of the adapters or devices installed.
    5. If the hard drive does power up and the CD or DVD drive still does not power up, replace the CD or DVD drive.
    6. If the drive tray is jammed, and the tray cannot be ejected and cleared manually, the drive should be replaced. Some drives have an emergency eject hole. See CD-ROM drive layout for an example of an emergency eject hole and instructions on how to use it.
    7. If the drive has power and ejects the drive tray, but fails read or write functions, go to step 3.
  2. Make sure all discs used for testing are clean, with no scratches or fingerprints, and are originals (not burned or duplicate copies). Also, oxidation can cause small pits in the recording material, resulting in read errors.
    1. Attempt to read or play discs other than the failing one.
    2. If other discs will play, then try the failing disc in another system.
      1. If the disc fails in another system, replace the failing disc.
    3. Verify that the drive supports the media that you are trying to read. For example, a DVD will not read in a CD drive.
    4. If the discs are scratched, use different media known to be good.
    5. Both sides of the disc should always be protected from scratches.
      Note: Dark colored discs such as black may be more difficult to read.
      If the discs used are known to be good but the drive still fails, go to step 4.
  3. Make sure the drive is recognized and correctly placed in the System Configuration Utility. The System Configuration Utility is also referred to as the Setup Utility.
    Note:
    A customized setup configuration (other than default settings) might exist on the computer you are servicing. Performing the following steps might alter those settings. Note the current configuration settings so they can be restored when you are finished troubleshooting.
    1. Power on the computer and press F1 when prompted to enter the System Configuration Utility.
      Note:
      Due to variations in BIOS designs, the terminology and names used in your BIOS may be different.
    2. Highlight Main, then select System Summary and press Enter. The CD/DVD-ROM drive should be listed as one of the IDE drives similar to that shown below. If not, the drive is not being recognized by the computer during BIOS hardware detection. This condition cannot be changed within the System Configuration Utility and must be corrected. Go to step 7. Otherwise continue below.

      system summary

    3. Press Esc to return to the Main menu.
    4. Select Start, highlight Startup Sequence, and press Enter.
    5. Under Primary Startup sequence, set First Startup Device to CD/DVD-ROM.
    6. Set Second Startup Device to Diskette or Removable.
    7. Set Third Startup Device to Hard Disk 0. The settings should be similar to those shown below.

      startup sequence

    8. Press F10 to save the settings and exit.

      The system has now been configured to boot to the CD/DVD-ROM drive first. If a bootable disc (a disc with an operating system) is not found, the system will look for an operating system in the diskette drive. If none is found, the system will boot to the hard disk drive.

      Continue to step 4.
  4. Make sure the drive will boot to a known bootable CD if available. Recovery CDs and AntiVirus installation CDs are usually bootable.
    If a bootable CD is not available, then try booting to a DOS bootable diskette with CD-ROM support included, if available.

    Skip to step 6 if neither a bootable CD or diskette is available.

    1. If the system boots to the CD/DVD-ROM drive, this part of the computer system is working correctly. Problems with the CD/DVD-ROM in the operating system are likely the result of improper operating system configuration, not with the hardware.
    2. If the system does not boot to the disc in the CD/DVD-ROM drive, the CD/DVD-ROM drive, the cable, or the system board is defective. More troubleshooting is necessary to determine which is at fault. Go to step 5.
  5. Remove, examine, and reseat the drive data cable and power connections to the CD/DVD-ROM drive and the system board
    1. Cables should be carefully pulled near the connector when disconnecting from the CD/DVD-ROM drive or the system board to reduce the possibility of damage to the cable.
    2. Check for bent or broken pins on the system board IDE/SATA controller and the CD/DVD-ROM.
    3. Check the cable is correct for the drive:
      1.  ATA-66, ATA-100 or ATA-133 - 80 conductor, 40 pins or SATA connector
    4. Make sure the drive is connected to the correct cable connector.
      1.  Connect the IDE or SATA connector to the system board.
      2.  Connect the IDE or SATA connector to the drive.
    5. Check for cut cable conductors. Make sure that cables do not interfere with drive trays when they are closed.
    6. Swap with another cable if possible. Broken connections in cables are difficult, if not impossible, to detect.
    7. Check for proper connection orientation. It may be possible to incorrectly flip cable connectors with IDE, but should not have this issue with SATA.
    8. Make sure the power connector to the CD/DVD-ROM drive is making a good connection to the drive. These connections can spread open and not make sufficient contact. Swap with another connector if possible.

odd sata

 

Make sure all drive jumpers are properly configured, including hard drives. (Master, Master with slave, Slave, or Cable Select). In most cases, newly installed drives that do not work are not configured correctly.

Try the drive in another computer. If the drive fails in another system, the drive is defective. If the drive works in another system, the cable or system board is defective.Try another drive in this computer. If the drive fails in this system, the cable or system board is defective. If the drive works in this system, the removed drive is defective.

If these steps have not solved your problem: Refer to "Need more help?"
 

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DVD movie playback troubleshooting
Note:
This section assumes the drive is functioning properly. To troubleshoot the drive, see the CD and DVD drive troubleshooting section.
  1. Verify the drive is capable of playing DVD movies.
    DVD should be written on the outside cover of the drive.
  2. Verify that the latest drivers are installed.
    Verify that the latest audio, video, and Microsoft DirectX drivers have been installed properly according to the install instructions and readme from the software and device driver files . (Click here to learn what a device driver is.)
  3. Try a different drive or different brand of DVD media.
  4. Due to the variance in DVD-R, DVD-RW, DVD+R, and DVD+RW media, some movies or data on DVD-R, DVD-RW, DVD+R, and DVD+RW media may not be read by some drives.
  5. Verify that the latest DVD player software is installed.
  6. Verify that the latest version of the preloaded DVD player software (InterVideo WinDVD) has been properly installed and configured, including Region codes if applicable.
    Notes:
    Do not change Region codes unnecessarily. All drives have a limit as to the number of times Region codes can be changed. The DVD player software available for download is for upgrade purposes only and requires the original version to be installed on the system. Not all ThinkPad systems shipped with the DVD player software. If shipped with your system, the full version of this software can be found in the C:\ibmtools\apps directory. This only applies if you are using the preloaded software image as shipped. Verify that the DVD movie playback is shown on the primary display.
    1. For Microsoft Windows, click Start , select Settings , and then click Control Panel . Double-click Display .
    2. For Windows XP, click Start, and then clickControl Panel. Click Appearance and Themes and then click Display. Click the Settings tab. Click the Advanced button. Click the Displays tab to adjust the primary display.
  7. If these steps have not solved your problem Continue to CD and DVD drive troubleshooting or CD and DVD recording troubleshooting. Refer to "Need more help?"
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CD and DVD recording troubleshooting
Note:
This section assumes the drive is functioning properly. To troubleshoot the drive, see the CD and DVD drive troubleshooting section.
  1. Verify the drive is capable of recording a CD or DVD.
    CD-R, CD-RW, DVD-R, DVD+R, DVD-RW, DVD+RW, Multi-Burner, or Multi-Recorder should be written on the outside cover of the drive.
  2. Verify the disc is the correct media format supported by the drive. Notes:
  3. In some cases, trying a different brand of media may be helpful. Some brands of "R" or "RW" media may function differently than others with your drive. Trying a different drive may also be helpful. Dark colored discs such as black may be more difficult to write. Verify that the latest version of the recording software is installed.
  4. Verify that the software has been properly installed and configured.
    Note:
    The recording software available for download is for upgrade purposes only and requires the original version to be installed on the system. If using 3rd party CD or DVD recording software, check with the software manufacturer to verify drive compatibility and that all other software requirements are met. When recording data, ensure all other applications are closed.
  5. Performing other tasks may divert system resources and cause recording failures.
  6. If recording was unsuccessful, try writing at a lower speed. If these steps have not solved your problem: Refer to "Need more help?"

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  • Alias ID: MIGR-4Y67L9
  • Document ID: HT080147
  • Last Updated :14-7-2014
  • (c) 2014 Lenovo