How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Jess M. Your Own Question
Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 654
Experience:  Computer Software Support specialist for more that 10 years
49766785
Type Your Software Question Here...
Jess M. is online now
A new question is answered every 9 seconds

Cannot use the cd. HP

Customer Question

cannot use the cd
JA: What kind of computer do you have?
Customer: HP
JA: Have you installed any updates recently?
Customer: yes
JA: Anything else you want the computer expert to know before I connect you?
Customer: No
Submitted: 5 months ago.
Category: Software
Expert:  ChrisC replied 5 months ago.

Hi, my name is ***** ***** welcome to justAnswer!

When you say you "cannot use the CD," what do you mean? Do you mean you put a disc in and nothing happens?

Customer: replied 5 months ago.
HP Pravilion yes put the disc in and nothing happens!
Expert:  ChrisC replied 5 months ago.

Okay, has it worked properly for you in the past?

Also, what kind of disc is it? Are you trying to install a program?

Customer: replied 5 months ago.
This is an instructional CD I would like to talk but not for another $39
Expert:  ChrisC replied 5 months ago.

The remote assistance offer is optional. We can continue working over the chat.

Do you know what version of Windows you're running?

Customer: replied 5 months ago.
Windows 10
Expert:  ChrisC replied 5 months ago.

Okay, if you look down on your taskbar at the bottom you should see an icon that looks like a manilla folder. Click that and it should open up your file explorer.

When that window opens, click on This PC on the left. That should open a window on the right where you can see your CD drive.

Right-click on the CD drive and a pop-up menu should come up. Try that and tell me if there's an INSTALL or RUN option at the top of the pop-up menu.

Expert:  ChrisC replied 5 months ago.

Are you still with me? Did you have any luck with that?

Customer: replied 5 months ago.
opened manilla folder after a few minutes the message is not responding
Expert:  ChrisC replied 5 months ago.

At what point did it say "not responding"? Did you click on This PC on the left?

Expert:  ChrisC replied 5 months ago.

You seem to have stepped away from your computer so I am going to opt out of this question so that another Expert can assist you. You will be notified when there's another reply.

Customer: replied 5 months ago.
I am now available
Expert:  Kamil Anwar replied 5 months ago.

Hold the Windows Key and Press E. Right click the CD / Disc and choose Open, and tell me if you see any thing related to a executable setup file?

Customer: replied 5 months ago.
CD/Disk does not appear
Expert:  Kamil Anwar replied 5 months ago.

Does it appears with your other discs? What was the drive letter when it worked?

Customer: replied 5 months ago.
Have not used this with other CDs
Expert:  Kamil Anwar replied 5 months ago.

Can you try as we need to troubleshoot this.

Expert:  Kamil Anwar replied 5 months ago.

To see if the disc is faulty, or the drive.

Customer: replied 5 months ago.
OK how to check?
Expert:  Kamil Anwar replied 5 months ago.

Put in another disc in the drive and see if it shows up

Customer: replied 5 months ago.
Only one CD drive
Expert:  Kamil Anwar replied 5 months ago.

Please open Device Manager, and tell me what you see under Disk Drives. I think it would be best to do this remotely because of the limited information. However, choice is yours.

Customer: replied 5 months ago.
Disk Drives
DVD/CD-ROM
Expert:  Kamil Anwar replied 5 months ago.

It looks like the disc is faulty. The drive is fine.

Customer: replied 5 months ago.
OK thank you
Customer: replied 5 months ago.
close this
Expert:  Kamil Anwar replied 5 months ago.

welcome.