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I upgraded my Satellite L505 to Windows 10 and my DVD player…

Customer Question
Hi. My name...

Hi. My name is Jeanne. I upgraded my Satellite L505 to Windows 10 and my DVD player quite working. The Matshita DVD Ram UJ890ES gives this message Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)

Technician's Assistant: Thanks. Can you give me any more details about your issue?

What else do you need to know? I tried downloading new drivers

Submitted: 2 years ago.Category: Computer
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Answered in 16 minutes by:
1/24/2016
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago
Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 6,075
Experience: B.Sc. Computer Science with Honors
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Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

I am sorry to know that you are facing problem with your computers dvd drive.

Have you tried anything from your side to get this fixed.

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Customer reply replied 2 years ago
I tried downloading the driver.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

open device manager and then expand the cd/dvd in the list high light the listed one and remove it try to rescan for new hardware it should pick the driver online and the drive should work again.

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Customer reply replied 2 years ago
The Toshiba DVD player shows up and says it is fine, but the matshita DVD ram isn't. How do I download that?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

on the top you will see a hardware scanner icon a monitor with a search scan icon click on it after you remove cd/dvd from the list.

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Customer reply replied 2 years ago
Got it. I still see the same device status in my original question. "Windows cannot start this device... (Code19)"
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

did you remove the device before running the scan.

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Customer reply replied 2 years ago
I uninstalled the DVD ram
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

reboot your computer after the removal of the dvd rom

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Customer reply replied 2 years ago
That is what is giving me the message.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

do you want me to remote connect and fix it for you?

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Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

Remote Connect Service - Quick Resolution

Remote access is an optional additional service offer with a minimal one-time flat fee ($16). It is 100% safe which will allow me directly work on the problem and can be fixed quickly, you can sit back and watch your screen while i fix it for you. Let me know if you need the additional service or else we can continue with the service you have already opted for. let me know if you want to opt for remote assistance.

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Customer reply replied 2 years ago
Restarted computer. Still broken. Just noticed. If I go to Toshiba DVD player in Windows 10 app. It says this DVD player isn't compatible with this version of Windows.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

may i take a look remotely i will not charge you for the additional service.

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Customer reply replied 2 years ago
Michelle, I appreciate your offer. I thought I had lost you. I can't do that right now, though.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

Click here

How Remote Desktop Works

  1. Agree to the Remote Desktop Legal Disclaimer below.
  2. The Remote Desktop client file will automatically download to your computer.
  3. Open the Remote Desktop client file on your computer and you will be connected to a session with your Expert.
  4. After agreeing to the Remote Desktop Legal Disclaimer, you can always download the client again if need be.
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Customer reply replied 2 years ago
Thank you, ***** ***** am not at my computer right now.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

not a problem you may let let me know the date and time when you could be in front of the computer then we can schedule a day to fix it.

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Customer reply replied 2 years ago
Hi Michelle. How about Tuesday evening around 7:30 central time?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

That would be absolutely fine with me you can send me a reply and i will be online.

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Customer reply replied 2 years ago
Super. Talk to you then.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

let me know if we can remote connect whenever you are online.

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Customer reply replied 2 years ago
HI Michelle, I missed our call time the other day and didn't think I could continue after that. I still haven't fixed the problem and would appreciate it if you can still remote in.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

let me know what time you will be available next then i will be online too.

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Customer reply replied 2 years ago
How about 1 PM central on Saturday?
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

that would be around midnight for me ..can we do it early morning(maybe around 9-10 am) or late evening anytime after 7:30 PM CST

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Customer reply replied 2 years ago
Evening works for me. My daughter is on the other side of the world, too. Thank you.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

you are welcome..i will then be ready to assist you on this on friday\saturday whichever day you post me a message

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Customer reply replied 2 years ago
Super. Thank you.
Tech Support Specialist: Michelle, Computer Support Specialist replied 2 years ago

you are welcome

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