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Jess
Jess, Computer Support Specialist
Category: Computer
Satisfied Customers: 4309
Experience:  Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
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My DVD player (Lightscribe DVD SuperMulti Drive/CD-Writer)

Resolved Question:

My DVD player (Lightscribe DVD SuperMulti Drive/CD-Writer) is not recognizing that I have a DVD in it. I don't know why! I need HELP!!! Please!
Submitted: 3 years ago.
Category: Computer
Expert:  Jess replied 3 years ago.

Jess :

Hi, thank you for using JustAnswer.com. I am glad to assist you today.

Customer :

Thanksd

Jess :

What is the name of the computer or laptop you are using...

Customer :

HP Media Center PC

Jess :

So that I may check the specifications of your DVD drive

Jess :

hold on

Customer :

ok

Jess :

Please look at this link: HP Media Center PC

Jess :

Is that your computer?

Customer :

yes I am quite sure

Jess :

Ok...

Jess :

Can it read some DVD disc but just failed on some?

Customer :

no, it doesn't read any

Jess :

Ok... hold on

Jess :

Please click on this link and run the FixIt Tool

Jess :

Please bookmark our chat page so that you can get back to me when you restart

Customer :

ok

Jess :

To bookmark in IE, click Favorites => Add to favorites

Jess :

Is the FixIt tool running in your Vista System?

Customer :

yeah, but it says the dvd is not readable and it is .......it used to work in my computer

Jess :

Yeah, please try using another DVD disc for testing purposes

Jess :

Or a CD disc just to test your drive...

Customer :

cds work dvds don't

Jess :

Ok... please run the FixIt tool again

Jess :

After running the tool's diagnostics, use another good DVD disc and see if it reads it

Customer :

I did and it said it was not readable and I know for a fact that it is....I did put a different dvd in this time

Jess :

Ok... let us see if it reads the new DVD this time

Customer :

no it doesn't

Jess :

Ok... But are you sure that it still reads CD? Please make sure because if it is not reading any DVDs, I would suggest you use a DVD Cleaner Kit that will cleanup your drive's lense

Customer :

it reads cds

Jess :

Ok... can you confirm that the DVD discs you loaded are scratch free? this could prevent the drive from reading the first sector of the disc which is very important

Customer :

yes

Jess :

Ok... Please try to use a DVD cleaner disc that will cleanup your DVD lense

Customer :

don't have one

Customer :

I don't think that is the problem

Customer :

too simple

Jess :

The drive is working since it reads CDs

Customer :

yes

Jess :

hold on... can you confirm that the DVD you are using works on your other DVD drives available. This it to isolate the reading issue

Customer :

I don't have any other dvd drives

Jess :

And do you have other DVD disc to try?

Customer :

yes

Jess :

Please try some other DVD disc to confirm the the disc is not the issue

Customer :

I just did and it still goes undetected

Jess :

Ok...

Jess :

Please tell me the brand of your DVD drive so that I can locate updated driver/firmware for it

Customer :

Lightscribe

Customer :

would that be it?

Jess :

Is it LiteOn? LightScribe?

Jess :

Ok

Jess :

Hold on. For now, try to run the FixIt Tool and restart your computer after the diagnostics

Jess :

Then check your drive again

Customer :

I am back are you there

Customer :

hello

Customer :

I did what you said but it still doesn't work!

Jess :

hi

Jess :

I am back...

Jess :

Please try the following steps:

Customer :

ok

Jess :

1. Click Start (MS Logo) button
2. In the search box, type Device Manager
3. Wait for some time until Device Manager appears in the list then Double Click on it to open
4. Click the plus sign (+ ) next to DVD/CD-ROM Drives
5. Select the drive name, click the uninstall button, and wait about five seconds.
6. Look at this screen

Jess :

Then the drive name should be removed from the list and the DVD/CD-ROM drives category will also be removed if there is only one CD/DVD drive.

Customer :

I just did what you said, i uninstalled it

Customer :

it is as you say

Jess :

Click Action , select Scan for Hardware changes , and then wait for Windows to find and install the CD/DVD drive.

Jess :

You should see in the tray that Windows is installing the device

Customer :

I did that and then I tried to run my dvd but it still says the same thing not detected!

Jess :

Please look closely at the Device Manager listing. What is the status icon for the Drive? Normal? Disabled?

Customer :

it sais the device is working properly go figure!

Customer :

it is not disabled

Jess :

Ok...

Jess :

When did this start to happen?

Jess :

Did you install a disc burning software? Or uninstalled one?

Customer :

I have not watched dvds on my computer in so long I can't remember no I didn't

Jess :

Ok...

Jess :

Please click on this link to download a compatible FixIt tool

Customer :

okay I did that

Jess :

installed it? Please run the diagnostics...

Customer :

I installed it but it gave me no options to run anything

Jess :

Ok

Jess :

It just cleared the registry filters after installing it

Jess :

Ok.. test your drive now

Customer :

oh ok

Customer :

ok

Customer :

not detected

Jess :

Ok... please follow this further

Jess :

Click on this link to go to HP Support Site:
HP Product Pupport

Jess :

If you are presented with a page to enter your model number, enter your model number. For example, Pavilion p6230f or TouchSmart(NNN) NNN-NNNNk.

Jess :

Then select the version of Windows you ware using. Vista 32-bit? or Vista 64-bit?

Jess :

You need to enter the right model of your Media Center PC

Customer :

I don't know but I entered my model number and it has the picture of it

Jess :

Ok, what did you enter? So that I can follow

Jess :

So that we are in same page

Customer :

GC674AA

Jess :

Ok thank you...

Jess :

Click on Software and Driver downloads

Jess :

Then select your Vista version. 32-bit? or 64 bit?

Customer :

don't know it just says Windows Vista

Jess :

Ok, right click Computer icon on Desktop, then click Properties

Customer :

32 bit but they don't offer that as a choice so I just put in for Windows Vista

Jess :

If you see, 64-bit OS, then you are using 64-bit. If NOTHING is listed, you are using 32-bit

Jess :

Ok, Are you in the download section now? Please click the + sign for FIRMWARE

Customer :

ok did it

Jess :

Now you see the 3 firmware updates? Please download 1 and 3

Customer :

I don't meet the minimum requirements for both the updates I tried and that is what it said

Jess :

So you can't install both?

Customer :

right

Jess :

Please download FIRMWARE 2 (the middle) first

Jess :

Then install it

Customer :

same answer as the other two

Jess :

Ok... Please click the - sign on FIRMWARE

Customer :

ok

Jess :

Please click the + sign on Utility/Tools

Customer :

ok

Jess :

Please download and install the bottom file: HP Update

Customer :

ok it was successful

Jess :

Before you restart, please download item 1

Jess :

HP Advisor Application Update

Jess :

Then, do not install it yet

Jess :

You restart your computer and check the DVD drive if it work now

Jess :

If not, install Advisor Update

Jess :

Then run it to fetch the necessary update for your HP

Jess :

It iwll then load as it finds necessary

Jess :

It will load the necessary updates and firmware I mean

Customer :

okay restarting now

Jess :

Ok... please follow my suggestions above....

Jess :

Using the Advisor, you should be able to load the firmware either manually or through the Advisor

Customer :

I did everything you said but it still doesn't acknowledge my dvd

Customer :

helllloooo

Customer :

brb

Customer :

where did you go

Jess :

I am back...

Jess :

Did you install HP Update Advisor ?

Customer :

yes but it didn't work

Customer :

nothing seems to be working

Jess :

Ok, please locate the Advisor program to fetch HP updates

Customer :

how do I do that

Jess :

Please go to Programs => HP

Customer :

it isn't working for some unknown reason

Jess :

Ok... Did you find the program? But clicking it does no changes?

Customer :

the program says it needs to close b/c it is not working

Jess :

Huh? ok... some

Jess :

What Service Pack is installed in your Vista?

Customer :

how do I find out

Jess :

Right click Computer icon. Below the name Windows Vista, you should see Service Pack #

Customer :

Service Pack 1

Jess :

Do you see 64-bit there?

Customer :

32

Jess :

Oh ok...

Jess :

Please run Windows Update

Customer :

ok

Customer :

it was successful

Jess :

Got updates?

Customer :

yeah

Customer :

security update was installed

Jess :

Please restart and try running the HP Update Advisor

Customer :

no cause it takes me forever to reconnect with you

Customer :

hold on

Jess :

lol... I just went out for a while... Im sorry for that.

Customer :

okay what do you want me to do with it

Jess :

Updates already installed? Please restart so that system settings will get refreshed with the updates in place. Then try the HP Advisor if it will now run after the reboot

Customer :

ok

Customer :

I'm back

Customer :

HP Advisor says it needs to close down but I just don't press close program and ignore it

Jess :

Ok... please run Advisor... still fails?

Customer :

what do you want me to run on it

Jess :

HP Update Advisor. Is it running now?

Jess :

Or fails and quits?

Customer :

yeah

Customer :

wait hold on

Jess :

Running?

Jess :

ok

Customer :

HP Advisor Update is running

Jess :

Ok...

Customer :

it's taking forever

Jess :

It should be doing system diagnostics and then would suggest for required updates

Customer :

don't know what it is doing to tell you the truth just says update in progress

Customer :

it finished

Jess :

Ok...

Customer :

just tried the dvd again and it still doesn't work!

Jess :

Do you see the support button there?

Customer :

where on HP Advisor

Jess :

yeah... did you see such blue button?

Customer :

yeah

Customer :

the help button?

Jess :

Please click on do diagnostics

Jess :

Please click on it to do diagnostics

Customer :

ok now what

Jess :

Now, do you still have the downloaded firmware?

Jess :

Please try running it now...

Customer :

how do I do that

Jess :

You downloaded the firmware recently, right? Please locate the downloaded file and try to install it now

Customer :

I don't know how to locate them

Jess :

Ok, where do you save your downloaded file?

Customer :

I have no idea I don't think I have them because my computer did not meet the minimum requirements remember?

Jess :

Ok. Please download them again

Jess :

The firmware installers will fix your DVD problem

Jess :

We did these updates of Vista and loading of the Advisor so that it will now install... meeting the "requirements"

Customer :

it still doesn't meet the requirements

Jess :

Please click on the link to go there... Choose FIRMWARE then download it in your DESKTOP

Jess :

Did you find the downloaded firmware installer?

Customer :

yes

Jess :

can you paste here the exact error message?

Customer :

it won't let me copy it

Jess :

ok...

Jess :

Microsoft Windows Vista, Microsoft Windows Vista Home Premium (32-bit), Microsoft Windows Vista Home Basic (32-bit), Microsoft Windows Vista Business (32-bit), Microsoft Windows Vista Ultimate (32-bit), Microsoft Windows Vista Starter, Microsoft Windows Vista (64-bit), Microsoft Windows Vista Home Basic (64-bit), Microsoft Windows Vista Home Premium (64-bit), Microsoft Windows Vista Business (64-bit), Microsoft Windows Vista Ultimate (64-bit)

Jess :

These are the System Requirement for the firmware

Customer :

yeah, I don't know what is going on

Customer :

I have the second one

Jess :

Please install it and see if it will

Customer :

install what

Customer :

the firmware

Customer :

again

Jess :

yeah

Customer :

ok

Jess :

the second firmware downloaded

Customer :

no such luck

Jess :

ok...

Customer :

brb

Jess :

ok

Customer :

back

Jess :

Please follow on this link:

Fixing CD/DVD Drive

Customer :

ok

Customer :

what should I do

Jess :

Please follow the guided procedures from the link

Customer :

ok but we already did most of them should I restore the drive back to it's original state?

Jess :

Yeah you can do it.

Jess :

Choose a prior date when your Drive was still working fine

Jess :

Just bypass the other procedures that we already done

Jess :

are you running the system restore?

Customer :

I am running diagnostics on my for video

Jess :

Or you tried other option.....

Customer :

how do I run system restore

Jess :

Ok...

Customer :

for the drive

Jess :

Ok, here is the steps

Jess :

How to Run System Restore in Windows Vista



  1. Navigate to the Start => All Programs => Accessories => System Tools program group.

  2. Click on the System Restore program icon.

  3. Click Next > on the Restore system files and settings window.

  4. Choose the restore point that you want to use. You should use the restore point with a later date when you still don't have the problem you are facing now.



Important: You need to check the Show more restore points checkbox to see more than the most recent restore points available in your system.

Customer :

I am 66% done on diagnostics for video I want to give that a shot first is that okay

Jess :

yeah no problem...

Customer :

I'm too scared to do it b/c i don't want to lose anything on my computer do you know what I mean?

Jess :

Yeah. System restore will revert system settings leaving all your files intact.

Jess :

If you do not want the result, you can then restore to today's date

Customer :

okay or maybe three days ago

Jess :

yeah...

Customer :

it didn't work either : (

Customer :

so what else is there to try?

Customer :

nothing??

Jess :

can you upgrade to Service Pack 2? You should be able to install the FIRMWARE that will fix the DVD issues

Customer :

how do I do that?

Jess :

Hold on while I will locate your download link

Customer :

ok thanks

Jess :

This will upgrade your computer to Service Pack 2

Customer :

ok

Jess :

And hope the downloaded firmware will install

Customer :

yeah I hope so

Jess :

Please follow this link:
How to get Vista Service Pack

Jess :

From the link, you have the link for Vista Service pack

Customer :

I am downloading the one that said 32 bit the first one is that right?

Jess :

yeah

Customer :

you are not going to believe this, it says I need to download service pack one first, but I already have it!!!! I am beyond frustrated

Jess :

Whoah..... It's odd...

Customer :

I am at a loss for words

Jess :

Ok...

Jess :

Seems some weird thing is happening... Can you do a cleanup with CCLeaner?

Customer :

yeah hold on a sec

Customer :

I just did but I need to find that download for service pack 2 so give me a sec

Jess :

ok

Customer :

can't find it!

Jess :

Your downloaded files? The service pack and the rest?

Customer :

I looked there, not there

Jess :

Maybe you put it in your Desktop

Jess :

Did you find it?

Customer :

I found it but it said must install service pack one first

Jess :

Ok.. Just keep the downloaded files including the firmwares

Customer :

yeah

Jess :

Please cleanup with CCleaner

Customer :

is there anything else I could do? I did use cc cleaner already

Jess :

Oh... the last thing in my mind is to do a Repair - Install of Windows 7

Jess :

It will be using the CD installer...

Jess :

Do you have it?

Customer :

I don't think so

Jess :

Oh....

Jess :

Are you sure you have service pack 1 listed in system properties?

Customer :

don't have it

Jess :

I mean the Service Pack 1?

Customer :

yeah

Customer :

yeah I am pretty sure I do

Jess :

ok

Customer :

listen, I will let you go and pay you, thanks for being so patient and kind take care! and wish me luck!













Jess, Computer Support Specialist
Category: Computer
Satisfied Customers: 4309
Experience: Computer Hardware & Software Specialist - 10yrs Exp, Web Designer & Developer
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