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HP Compaq Business Desktop PCs - CD or DVD Drive Is Not Detected in Windows 7

This document applies to HP Compaq Business Desktop PCs with Windows 7.

Follow the steps in this document if a CD or DVD drive is not recognized when using CD or DVD burning software or if the software becomes unresponsive when trying to burn or read a disc.

NOTE: If the operating system has been upgraded from Windows XP or Vista to Windows 7 and the drive was working before but is no longer working correctly, see Step 5: Clear the upper and lower registry filters .
CAUTION: This document contains information about how to modify the registry. The registry should be backed up before modifying it. Make sure that you know how to restore the registry if an issue occurs. For more information about how to back up, restore, and modify the registry, see Description of the Microsoft Windows registry Non-HP site (http://support.microsoft.com/kb/256986/) (in English).

For more information on a given step, click the heading or the accompanying plus (+) sign to expand the information.

Step 1: Check the drive name in Device Manager

If the CD or DVD drive works properly in Windows but the disc recording software does not work (such as CyberLink Power2Go), see Step 6: CD or DVD writing software does not recognize the drive . Otherwise, use Device Manager to reinstall the drive:

  1. Click Start , and type Device Manager into the Search field. Click Device Manager. Device Manager opens.

    Figure 1: Opening Device Manager

    Opening Device Manager from the Search field
  2. Double-click DVD/CD-ROM drives.

    NOTE: If DVD/CD-ROM drives is not in the list, skip to Step 3: Reset the computer power or reseat the drive cables if necessary.
  3. Right-click the drive name and select Uninstall.

    Figure 2: Uninstall DVD/CD-ROM drive

    Device Manager window, uninstall DVD/CD-ROM drive

    If a confirmation window opens, click OK. 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 drive).

  4. In Device Manager, click Action, select Scan for hardware changes, and then wait for Windows to find and install the CD or DVD drive.

    Figure 3: Scan for hardware changes

    Device Manager, showing Action menu with Scan for Hardware changes selected
  5. When done, the drive name should appear in Device Manager.

  6. Open the DVD/CD-ROM drives category again and perform the following actions depending on what is displayed:

    • CD or DVD drive name is missing: The drive is not being detected by Windows. Scan for hardware changes again to attempt to detect the drive. If the drive is still not detected, close Device Manager, see Step 3: Reset the computer power , and then reseat the drive cables if necessary.

    • Drive name is shown with an alert icon (the drive icon is marked with an alert symbol, ): Double-click the drive name to find more information. Do the following depending on what is shown in the Device Status section:

      • If error code 10, 19, 31, 32, 39 or 41 is shown inside Device Status, a problem exists with the integration of previous CD burning software. See Step 5: Clear the upper and lower registry filters to remove associated control filters from the registry.

      • For any other error, refer to the information that is provided with the error code. For more help and information, refer to the HP support document Device Manager Information (Windows 7) (in English).

    • Drive name is shown with a disabled icon (the drive icon is marked with an arrow pointing down, ): The drive has been disabled. Right-click the drive name and select Enable. Restart the computer if prompted. The drive should work correctly once it has been enabled.

      NOTE: If the drive cannot be enabled, a required software service or driver is disabled or not functioning properly. Double-click IDE ATA/ATAPI controllers in Device Manager to see if there are any problems and troubleshoot them according to the error codes.

      Resetting the BIOS might also resolve this problem. Perform the following to reset the BIOS:

      1. Restart the computer.

      2. Press F10 repeatedly at startup to open the BIOS Setup Utility.

      3. Press F5 to reset the BIOS values to their default settings.

      4. Press F10 to save and exit.

    • CD or DVD drive is listed as normal with no special icons (): Windows is detecting the drive but the software used to burn discs might not be detecting the drive. See Step 6: CD or DVD writing software does not recognize the drive to make the disc burning software detect the drive.

Step 2: Use the Hardware and Devices troubleshooter

Windows 7 includes a troubleshooter that checks hardware, such as CD or DVD drives, for problems. Perform the following to use the Hardware and Devices troubleshooter to check for problems:

  1. Click Start , and then click Control Panel.

  2. Under System and Security, click Find and fix problems.

    Figure 4: System and Security section of Control Panel

    System and Security section of Control Panel
  3. Under Hardware and Sound, click Configure a device.

    Figure 5: Troubleshooting computer problems

    Troubleshooting computer problems
    NOTE: If prompted for an Administrator password or confirmation, type the password or provide confirmation.
  4. Click Next.

  5. Windows checks for problems. If the troubleshooter detects problems, follow the instructions to fix the problem.

    If the drive is still missing after using the troubleshooter, continue to the next step.

Step 3: Reset the computer power

Under certain writing conditions, the drive might lose communication with Windows - even after restarting Windows. To reset the drive, fully turn off the computer by selecting Start and then Shut down from the power menu. Wait 5 seconds for the computer to fully power off before turning it on again. If the drive is still missing after resetting power, continue to the next step.

Step 4: Check the drive cables

If the computer has been physically moved or the CD or DVD drive is not recognized by Windows, perform the following to check the CD or DVD drive connections:

NOTE: Some HP Compaq Business Desktop PCs have CD or DVD drive connections that are not accessible by customers, or the instructions for gaining access to the connections might differ from the following instructions. If the drive connections are not accessible, continue troubleshooting or have the computer serviced.
WARNING: The edges of metal panels can cut skin. Be careful not to slide skin along any interior metal edge of the computer.
CAUTION: This product contains components that can be damaged by electrostatic discharge (ESD). To reduce the chance of ESD damage, work over a noncarpeted floor, use a static dissipative work surface (such as a conductive foam pad), and wear an ESD wrist strap connected to a grounded surface.
  1. Turn off the computer, unplug all cords from the computer, and then press the Power button on the front of the PC for five seconds.

  2. Remove the side panel.

    Figure 6: Removing the side panel

    Lifting the side panel away from the computer
  3. Gently remove both the data cable and the power cable from the back of the CD or DVD drive.

    Figure 7: Data and power cable

    Image of the data and power cables
  4. Reinsert the data and power cables into the back of the drive making sure the cables fit snugly into their connectors and making sure there are no bent pins.

  5. Gently remove and reinsert the CD or DVD drive data cable from the connector on the motherboard. Be careful not to dislodge other cables.

  6. If the CD or DVD drive is not original equipment and was recently added, make sure that the drive cable is installed correctly:

    • Make sure that the data cable from the drive connects to the proper IDE location on the motherboard (usually the secondary IDE connector).

    • Make sure the Master or Slave jumper setting matches the correct Master or Slave cable connector or is set to Cable Select.

      Figure 8: Jumper

      Image of the jumper connection

      Figure 9: Upper IDE cable connectors

       An example of the data cable with master and slave connections
      1 - Slave connector (middle)
      2 - Master connector (end)
  7. Replace the cover and plug in the power, keyboard, mouse, and video cables.

    Figure 10: Replacing the side panel

    Reattaching the side panel to the computer
  8. Turn on the computer. When the first logo screen opens, press the F10 key repeatedly until the BIOS Setup screen appears.

  9. Press F5, and then press the Enter key to reset the BIOS to the defaults. Setup Defaults can also be found on the EXIT screen of the BIOS Setup Utility.

  10. Use the Left and Right Arrow keys to select Main.

  11. The hardware-identifying name should appear next to one of the channel listings.

    Figure 11: Example of CD drive listing in BIOS

    Example of a BIOS screen with a CD drive listed

    Do one of the following actions depending on what is listed in the BIOS:

    • CD or DVD drive name is displayed in the BIOS: The drive is recognized by the BIOS and should also be recognized by Windows. Press F10 to exit the BIOS and restart the computer.

    • CD or DVD drive name is not displayed in the BIOS: Run the HP Hardware Diagnostic tests. For more information about testing for CD or DVD drive hardware failures, refer to the HP support document Using HP Hardware Diagnostics Tools to Test for Hardware Failures (in English).

      Test the CD or DVD drive in another computer to see if the hardware has failed. Replace the cable, the drive, or have the computer serviced.

Step 5: Clear the upper and lower registry filters

Perform the following to clear the registry filters for Device Manager error codes 10, 19, 31, 32, 39 or 41:

CAUTION: This document contains information about how to modify the registry. The registry should be backed up before modifying it. Make sure that you know how to restore the registry if an issue occurs. For more information about how to back up, restore, and modify the registry, see Description of the Microsoft Windows registry Non-HP site (http://support.microsoft.com/kb/256986/) (in English).
  1. Use the Microsoft Fix it Solution from Your CD drive or DVD drive is missing or is not recognized by Windows or other programs Non-HP site (http://support.microsoft.com/kb/314060/en-us) (in English).

    If the Microsoft Fix it Solution is not available or does not resolve the issue, continue using these steps to clear the upper and lower registry filters manually.

  2. Unplug all non-essential external plug and play devices, especially cameras.

  3. Click Start , and then type regedit into the Search field. Click regedit.
    NOTE: If prompted for an Administrator password or confirmation, type the password or provide confirmation.

    Registry Editor opens.

    Figure 12: Search for regedit

    Opening Registry Editor
  4. Select Computer in the main window.

    Figure 13: Registry Editor

    Registry Editor
  5. Click File, click Export, type a filename that is easy to remember, and then click Save.

    A copy of the registry has been saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file and double-click it to restore the registry.

  6. Click the arrow next to the following items in the list:

    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  7. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure to select this exact key name.

  8. If a LowerFilters value is listed on the right side of the registry editor window, select the LowerFilters value and press the Delete key. Confirm the deletion by clicking Yes.

    Figure 14: Registry Editor: LowerFilters key

    Image of Registry Editor
  9. If an UpperFilters value is also listed, select UpperFilters in the right window and press the Delete key. Confirm the deletion by clicking Yes.

  10. Delete all other UpperFilters and LowerFilters values within the 4D36E965-E325-11CE-BFC1-08002BE10318 key if any exist.

  11. Close the Registry Editor and restart the computer. The disc drive should now be recognized by Windows. If the drive is still not recognized, uninstall the disc recording software, restart the computer, reinstall the disc recording software, and then restart the computer again (see next step).

Step 6: CD or DVD writing software does not recognize the drive

If the disc writing software displays messaging that no drive is detected, perform the following:

NOTE: Disc recording software that comes with HP Compaq Business Desktop PCs are made to recognize only the original CD and DVD drives that come with the computer. If a new drive has been added to the computer, use the disc burning software that came with the drive or use the native disc burning capabilities of Windows 7.

Figure 15: CyberLink Power2Go error message

CyberLink Power2Go error message stating that no  disc burning drive is available

Step 6a: Reinstall disc recording software

Upgrading the operating system or installing certain types of software can cause other recording software to lose their connection to the drive. Installing software that can burn discs, some music software, and some DVD authoring and decryption software can cause these types of problems.

To correct the problem and allow the software to detect the drive again, uninstall the CD or DVD recording software, restart the computer, reinstall the disc recording software, and then restart the computer again.

NOTE: If the CD or DVD writing software was purchased separately, uninstall the software, restart, and then use its installation discs to install the software, and then restart again.

The following procedure is an example of how to correct a No burner is currently available message in CyberLink Power2Go.

NOTE: Those familiar with editing the Windows registry can save time by adding a LowerFilters value to the Windows Registry instead of reinstalling the software. To do so, see Step 6b: Replace the PxHelp20 registry value .
  1. Uninstall the disc burning software, such as CyberLink Power2Go, from Programs and Features:

    1. Click Start , and then click Control Panel.

    2. Under Programs, click Uninstall a program.

      The Uninstall or change a program window opens.

      Figure 16: Uninstall or change a program

      Uninstall or change a program
    3. Select the disc burning software, and click Uninstall/Change from menu bar.

    4. Follow the instructions to uninstall the disc burning software.

  2. After the disc burning software has been uninstalled, restart the computer.

  3. After the computer has restarted, reinstall the disc burning software.

  4. Open the disc burning software and verify that a drive name appears as the destination selection.

After the CD or DVD software is reinstalled and the computer has been restarted, it should recognize the CD or DVD drive. If the drive is not recognized, continue to the next step.

Step 6b: Replace the PxHelp20 registry value

  1. Unplug all non-essential external plug and play devices, especially cameras.

  2. Click Start , and then type regedit into the Search field. Click regedit.
    NOTE: If prompted for an Administrator password or confirmation, type the password or provide confirmation.

    The Registry Editor opens.

  3. Select Computer in the main window.

  4. Click File, Export, type a filename that is easy to remember, and click Save.

    A copy of the registry has saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file and double-click it to restore the registry.

  5. Double-click the following items in the list:

    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  6. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure to select this exact key name.

  7. If a LowerFilters value is listed on the right side of the registry editor window, click the LowerFilters value, and press the Delete key. Confirm the deletion by clicking Yes.

  8. With the 4D36E965-E325-11CE-BFC1-08002BE10318 key still selected, right-click any blank area of the right side of the registry editor window (the window pane listing all the values within the key).

  9. Select New and Multi-String Value.

    Figure 17: New Multi-String Value

    Right-click menu in Registry Editor, showing New, Multi-String Value
  10. Replace the default text for the new value by typing LowerFilters and then pressing Enter.

  11. Right-click the new LowerFilters value and select Modify.

  12. Type PxHelp20 into the Value Data field.

  13. Click OK.

    A new LowerFilters value containing data PxHelp20 is listed in the Registry Editor window

    Figure 18: Registry Editor: LowerFilters key

  14. Close the registry editor and restart the computer. The disc drive should now be recognized by the recording software. If not, continue to the next step.

Step 6c: Get Web updates

Go to the HP web site to see if there are any drive firmware and/or recording software updates available:

  1. Go to the HP Software download page .

  2. Enter the model number of the computer, such as HP EliteBook 8440p or TouchSmart 9100.

  3. Select the version of Windows the computer is using.

  4. Click the Firmware link and look for any available CD or DVD firmware updates, for example HLDS CH10L DVD-R/RW drive firmware update. Then click the Software - Multimedia, and Software - Solutions links and look for any available recording software updates, for example CyberLink Power2Go update.

  5. If there are updates available for the CD or DVD drive or recording software, select the ones that apply.

  6. Follow the instructions on the download pages to download each applicable update.

  7. Install the updates according to the instructions on the download page.

Once the updates have been installed, see if the disc drive is recognized by the recording software. If the drive is not recognized or if no updates were available, continue to the next step.

Step 6d: System Restore

Use Microsoft System Restore to return the system back to a time when the CD or DVD writing software was known to work. For more information, please refer to the HP support document Using Microsoft System Restore in Windows 7 (in English).

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