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Cannot use the cd. HP

Customer Question
Cannot use the cd ...

Cannot use the cd

Technician's Assistant: What kind of computer do you have?

HP

Technician's Assistant: Have you installed any updates recently?

Yes

Submitted: 1 year ago.Category: Software
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Answered in 2 minutes by:
5/15/2017
Software technician: ChrisC, Computer Enthusiast replied 1 year ago
ChrisC
ChrisC, Computer Enthusiast
Category: Software
Satisfied Customers: 2,540
Experience: 15 years as a professional computer technician.
Verified

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?

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Customer reply replied 1 year ago
HP Pravilion yes put the disc in and nothing happens!
Software technician: ChrisC, Computer Enthusiast replied 1 year 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?

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Customer reply replied 1 year ago
This is an instructional CD I would like to talk but not for another $39
Software technician: ChrisC, Computer Enthusiast replied 1 year ago

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

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

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Customer reply replied 1 year ago
Windows 10
Software technician: ChrisC, Computer Enthusiast replied 1 year 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.

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Software technician: ChrisC, Computer Enthusiast replied 1 year ago

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

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Customer reply replied 1 year ago
opened manilla folder after a few minutes the message is not responding
Software technician: ChrisC, Computer Enthusiast replied 1 year ago

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

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Software technician: ChrisC, Computer Enthusiast replied 1 year 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.

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Customer reply replied 1 year ago
I am now available
Software technician: Kamil Anwar, Software Specialist replied 1 year ago
Kamil Anwar
Kamil Anwar, Software Specialist
Category: Software
Satisfied Customers: 7,061
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified

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?

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Customer reply replied 1 year ago
CD/Disk does not appear
Software technician: Kamil Anwar, Software Specialist replied 1 year ago

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

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Customer reply replied 1 year ago
Have not used this with other CDs
Software technician: Kamil Anwar, Software Specialist replied 1 year ago

Can you try as we need to troubleshoot this.

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Software technician: Kamil Anwar, Software Specialist replied 1 year ago

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

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Customer reply replied 1 year ago
OK how to check?
Software technician: Kamil Anwar, Software Specialist replied 1 year ago

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

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Customer reply replied 1 year ago
Only one CD drive
Software technician: Kamil Anwar, Software Specialist replied 1 year 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.

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Customer reply replied 1 year ago
Disk Drives
DVD/CD-ROM
Software technician: Kamil Anwar, Software Specialist replied 1 year ago

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

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Customer reply replied 1 year ago
OK thank you
Customer reply replied 1 year ago
close this
Software technician: Kamil Anwar, Software Specialist replied 1 year ago

welcome.

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