Issues with CD drive

[redblack]

Hi all.

I hope someone will be able to help me.
Last night I noticed I have a problem on my laptop (bought 5 months ago): my CD/DVD +-RW drive doesn't read any type of CD (data, audio, photos), but it does read the DVD discs. I didn't have this problem one month ago (= last time I put a CD in the drive).
I'm trying to trace back what may have caused this, whether it's due to software which has changed some important files in my system.
Software I installed in the last month:
- Avast antivirus
- Spybot
- Spywareblaster
- skype

I haven't had any apparent problem with these, and any scan says I don't have viruses or spyware.
Do you know whether Spywareblaster could cause changes in the registry that would produce my problem?

(Apologies if this does not make sense. I'm not expert so I am just trying to go by exclusion of each of the software above, hence I'll post this on their forums too).

The reason why I think it's a software problem, not hardware, is because the CD drive works fine with DVDs. Am I right to think that?

Apart from this, I'm happy with Spywareblaster. I installed it less than 2 weeks ago, so far no problems with spyware.
Thanks in advance for your reply.

NB.
The device manager shows no apparent problems with the CD drive.

[javacool]

Hi,

It is very unlikely that SpywareBlaster is the culprit here.

Luckily, there's an easy way of ruling it out as the potential cause: Simply open SpywareBlaster, click the "Disable All Protection" link under Quick Tasks, and reboot your computer. This removes all of SpywareBlaster's protection, so if the problem still exists you can be sure SpywareBlaster isn't the cause. :)

Best regards,

-Javacool

[redblack]

Thank you very much for your reply.
I did as you say, but nothing changes. It was worth trying, though. ;)

I wonder if you have any ideas what it could be or where I can find help (forums, etc)...
Somebody today told me the CD laser could be broken, but then how come DVDs work?
Sorry, this doesn't regard Spywareblaster, but if somebody has a minute to reply I would be very grateful. If not, no problem, I understand. :-\

[Bubba]

{QUOTE-> Sorry, this doesn't regard Spywareblaster, but if somebody has a minute to reply I would be very grateful <-QUOTE}Since it was not Spywareblaster, I have now moved this thread here to our Software, Hardware and General Services forum. Hopefully members visiting this forum that are knowledgeable about hardware that might not visit the SB forum will be able to assist.

Bubba

[redblack]

That's fair enough.
I hope somebody will be able to help.

[Hairy Coo]

Have you tried to reinstall the drivers?

[WSFuser]

Have you tried doing a system restore or image restore (if you have)?

And what messages (if any) do you get when you insert a CD?

[GlobalForce]

I think drive's that read both cd and dvd have separate laser's. The one that read's cd's may be shot. You should be able to grab a cheap len's cleaning disk from your local drug store, try that first. Is there any possibility this may have happened after playing a particular dvd?

GF

[redblack]

First of all, thanks for the replies.

Drivers: unfortunately I don't have them, as I bought the laptop through internet and I didn't get any driver discs.

System restore:
Never done it before. Is there risk it could mess up the system?

When inserting a CD, the lights of HD drive and CD drive flash intermittently as if the machine knows there's something in the drive, and I can hear the typical noise of the CD spinning inside. After 30-50 seconds of this continuously going on, the lights go off and the cd stops spinning. If I go to the E: drive in My Computer, I can open it but the folder is empty: as if it was a blank CD. If I try to access the E: drive from the Command Prompt it says "the device is not ready". If I use the Diagnostics of my CD burner software it doesn't recognise that there's a cd inside (message tells me to insert a cd).

Laser: I happen to have a lens cleaner (bought for an old laptop but never used yet, it's still packed), I can use this then.
I didn't know there is a double lens, that might explain all, unfortunately.

Last time I used the CD drive was about a month ago: it was a CD with DivX file. The drive could read it but didn't play it because I realized I didn't have the codecs for DivX on this laptop. Since then I didn't use the CD drive anymore until two days ago when I found the problem.

I'll try the lens cleaner first, unless you guys have some more to suggest.

[Hairy Coo]

Go to Device Manager-DVD/CD Drives-update drivers.
These are Microsoft drivers usually,otherwise check your manufacturer for drivers on the Net.
Also check Properties-it will probably say 'working properly' which of course it isnt.Probably linked to the Divx matter.
Any cleaners may help after a gradual deterioration has been noticed,which is most unusual ,but cant see how they would help with a sudden stoppage.
Also try chkdsk or Windows Repair,if Systems Restore doesnt work,as WS Fuser said.

[GlobalForce]

Physical connection's clear and short of replacement Redblack, two for the road.

http://answers.yahoo.com/question/index?qid=20080101174744AADUtZQ&show=7

http://djlizard.net/2007/04/30/230/


GF

[redblack]

Hi there.

I tried with the lens cleaner CD, but it didn't work at all.
The drive was acting exactly like it does with CDs, i.e. trying to read it for about a minute, then nothing (lens cleaner instructions say I should hear some music when it works).

For GlobalForce:
I checked the links you suggested, but they don't seem to apply to my case:
Link 1: the Device Manager shows that my CD/DVD drive is working properly, no '?' or '!'.
Link 2: all the drivers in the 4 categories of the Details tab described in the link, I can find them in the System32\Drivers folder.

Questions:
- if the drive is for reading/burning both CDs and DVDs, does it have to have drivers for CD operations and drivers for DVD operations or can it have drivers that do both operations?
- Before trying to update the drivers, do i need to make a backup of the current ones? How?

Tomorrow I'll try the chkdsk/scandisk and report back.

Thanks for the help.

[WSFuser]

1. No it just uses one driver.

2. For XP, I know that when you update a driver it lets you rollback to the previous driver if you need to.

Also your current drivers are most likely just Windows default drivers; its probably not necessary to back them up.

[Hairy Coo]

Follow instructions post 10-right click on drive make-properties-general tab,working properly?Try the trouble shooter if relevant.
Then Properties tab-enable CD digital audio.
Then Properties Driver-is this Microsoft?.
If so,Driver Tab-update Drivers-can Windows connect etc-No-next-install software automatically.
It would be better to search your Microsoft CD,but your CD isnt working.

Can you restore the system to a time prior to this happening?Doubt if its hardware related.

[GlobalForce]

Unfortunately, we can't alway's trust window's opinion. Regardless of system indication's win won't necessarily inform you when there's corruption. If you wouldn't mind, download this no install, standalone (http://www.bustrace.com/products/devfilter.htm) to one of your folder's, run it. Clk your burner on the left, then clipboard. Paste in notepad, name and save. In the lower portion of your reply window you'll find manage attachment's, upload. Should be intuitive.

Since a drm related issue isn't out of the question, include a copy of nero's infotool (http://www.nero.com/enu/downloads-infotools.html) output.

Bought five month's ago sound's like an active warranty period. Call support.
In addition to the above; state the os, system cd based or preinstalled.


GF

[redblack]

Hi all.

I tried CHKDSK: it says there are problems with file system, run option /F.
Running option /F, it tells me the volume is already in use by another program.

For GF:
Please find attached the output of the two programs you suggested, for you to have a look at.
My OS is: Win XP Pro SP2, preinstalled. Hence I don't have its installation CD.

Unfortunately my warranty certificate says 90days. I'm going to try and call them anyway, but if my problem is with hardware I'm in deep troubles! :(

One more thing I didn't say at the very beginning: my laptop had Norton Security System preinstalled with 90 days validity. At its expiry, 3 weeks ago, I uninstalled it and installed the security software that I have now (Avast, Spywareblaster, Spybot). Perhaps this info could be relevant to my problem?

[WSFuser]

Look at this page if you need help running chkdsk (http://www.updatexp.com/windows-xp-chkdsk.html).

I would follow the instructions for the graphical version and also only check the first box (equivalent for /f).

[Hairy Coo]

With the option F command- a message will appear that says:"chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts? <y/n>"
Type y (for "yes") and then press <Enter>
The /f command automatically fixes any errors encountered.
The Nero drive tool,I think only tells the specifications of your drive,not whether its working-it obviously isnt,but Nero says Yes.
Why dont you try the driver update as previously suggested.

[redblack]

Just run the graphical version of chkdsk.

The problem with the CD drive is still present and I am going crazy. ???

[Hairy Coo]

you seem to be ignoring some advice,but going for the easy options only

Previously suggested a few times

(1) Have you tried Systems Restore or similar

(2) have you checked the drivers.

Another alternative is a Windows repair.

If these dont work,just have the bleeding thing repaired professionally.

[WSFuser]

Also before deciding on having it repaired, consider just getting a new drive. Optical drives are very cheap.

[GlobalForce]

Go ahead Rb, address those system restore and driver update advices. I'll then pass comment.

GF

[redblack]

Sorry I gave priority to actions with lower risk to jeopardise my system because if it gets corrupted I wouldn't know much how to recover it and wouldn't either have the chance to reinstall Windows (since the CD doesn't work).
However today I brought my laptop at work with me. A guy from the IT department was kind enough to help me updating the drivers - I mentioned to him about some advices I got from this forum. But the problem was still there.
He kept the laptop for a while trying various other things -don't know what- then admitted it's a hardware problem. As someone mentioned at the beginning of this thread, apparently the laptop has two lasers (one for DVDs, on for CDs): in my case the one for CDs is broken and needs to be replaced.

I was really hoping it wouldn't be this the problem, tough luck. I wonder how it happened if I only used the drive 4-5 times.

Thanks for all the help, at least I learnt a few more things.

One last question, if I may:
would replacing the laser require having to format the HD and reinstall Win and all other software again?

[WSFuser]

No. You can just take out the drive, replace the laser, and put the drive back.

[lucas1985]

{QUOTE-> One last question, if I may:
would replacing the laser require having to format the HD and reinstall Win and all other software again? <-QUOTE}
Don't worry, you won't have to install/reinstall anything.

[Hairy Coo]

As WS Fuser said,just replace the drive,its so cheap and thats it!:thumb:
You could probably do it yourself.Ask your friend how to.

[redblack]

Hi all.
I guess I've got some more questions on your comments.

1) WSFuser says to replace the laser, HairyCoo says to replace the drive. Which is the better approach?

2) When you say to take out the drive do you mean opening the laptop and removing the whole DVD drive?

3) I've seen PCs opened before, but never a laptop and I imagine it's more delicate. Do you guys know where I could find a "service manual" or some pictorial "how-to's"? If of any help, my laptop is an Acer Extensa 5210.

4) What would be the safest way to avoid static electric shocks to the machine during the repair operations?

5) Just to check possible costs, I had a look on the web for CD/DVD drives. What I was looking for is:
DVD+-RW (+-R DL) / DVD-RAM drive.
I found some drives with IDE-type and others with SERIAL ATA-type. No idea what the difference is - do you know how I can find out what type is my drive?

Once again thanks for your help.

[WSFuser]

1. I never recommended replacing the laser, but I would choose the cheaper option.

2. Yes

3. Look through the Acer website for a manual; not all laptops are built the same

5. Look in Device Manager and check at the name of your drive and post it here. It usually has clues.

[Hairy Coo]

{QUOTE-> Hi all.
I guess I've got some more questions on your comments.

1) WSFuser says to replace the laser, HairyCoo says to replace the drive. Which is the better approach?

2) When you say to take out the drive do you mean opening the laptop and removing the whole DVD drive?

3) I've seen PCs opened before, but never a laptop and I imagine it's more delicate. Do you guys know where I could find a "service manual" or some pictorial "how-to's"? If of any help, my laptop is an Acer Extensa 5210.

4) What would be the safest way to avoid static electric shocks to the machine during the repair operations?

5) Just to check possible costs, I had a look on the web for CD/DVD drives. What I was looking for is:
DVD+-RW (+-R DL) / DVD-RAM drive.
I found some drives with IDE-type and others with SERIAL ATA-type. No idea what the difference is - do you know how I can find out what type is my drive?

Once again thanks for your help. <-QUOTE}

(1)Dont waste time -just buy the complete unit-doubt if a laser only is available or can be fitted

(2) Yes

(3)Acer

(4) not a real issue but just ground yourself, by touching say a kitchen tap or faucet,prior to commencing the work.

(5)Check if your motherboard supports SATA or IDE-SATA is preferable if supported. Run an app called PC Wizard(do a Google),which will tell you

[redblack]

Device name is:
HL-DT-ST DVDRAM GSA-T20N.

In post #16 I attached 2 files. The "Info Tool output" file lists all the components and drivers of my laptop.
One section says:
==============================
DVD/CD-ROM drives
HL-DT-ST DVDRAM GSA-T20N
-----------------------------
Driver
Description : CD-ROM Drive
Company : Microsoft
Version : 5.1.2535.0
Date : 7-1-2001
File Name : cdrom.inf

Interface/Features
Interface : Intel(R) 82801G (ICH7 Family) Ultra ATA Storage Controllers - 27DF
Parent Interface : Primary IDE Channel
Feature : Supported DMA modes: UDMA 0-2
Feature : Current DMA mode: UDMA 2
===============================================

Basically it mentions both! Any ideas????

Another shows:
==========================
IDE ATA/ATAPI controllers

Intel(R) 82801G (ICH7 Family) Ultra ATA Storage Controllers - 27DF
-----------------------------
Driver
Description : Intel(R) 82801G (ICH7 Family) Ultra ATA Storage Controllers - 27DF
Company : Intel
Version : 8.2.0.1011
Date : 11-15-2006
File Name : oem4.inf


Primary IDE Channel
-----------------------------
Driver
Description : Primary IDE Channel
Company : Microsoft
Version : 5.1.2600.2180
Date : 7-1-2001
File Name : mshdc.inf


Intel(R) 82801GBM SATA AHCI Controller
-----------------------------
Driver
Description : Intel(R) 82801GBM SATA AHCI Controller
Company : Intel
Version : 7.5.0.1017
Date : 3-21-2007
File Name : oem0.inf
============================================

Any clue?

[redblack]

Just been looking for my CD-DVD drive on yahoo. I typed the drive's name and I found this forum post:
http://www.computerhilfen.com/hilfen-25-189857-0.html
(where problems are a bit worse than mine), which then refers to this other one:
http://www.computerhilfen.com/hilfen-26-186214-0.html
which mentions two registry entries.
My entries' values are:
- UpperFilters:
Type = REG_MULTI_SZ
Data = NTIDrvr
- Lower Filters
Type = REG_MULTI_SZ
Data = UBHelper

That forum 2nd thread says to 'kill the values': what does it mean? delete the entries?? (English is not my 1st language :P )
I know the registry is the most delicate thing in Windows. Do you guys know whether it is worth doing that?
Could that be the solution and it's not a laser issue???

Btw today I called Acer: my laptop has 1yr warranty so they could repair the driver -if that's the problem!

Damn, I'm giving you guys some hard time. Sorry about that, I appreciate the help.

[Hairy Coo]

You are just uneccessarily complicating issues for no point.
It is possible your mobo would support SATA -to find out undo theDVD/CD Drive and determine the plug type-if its a SATA single plug,theres your answer or use PC Wizard.

BUT
Dont know why you just dont return the notebook for repair under warranty,please explain.

[WSFuser]

Your GSA-T20N drive is ATA (aka IDE).

[redblack]

You're right, perhaps I'm getting a bit paranoid with the whole thing.

HairyCoo, I was going to have it repair but two reasons gave me doubts:
1) I've never needed to send a computer in for repair. So I'm not sure whether they might not solve the issue properly so I would have to send it again and the story repeats until the warranty expires...
2) The TechSupport told me that if the issue is caused by software they will charge me. Now the forum link in my previous post seems to imply that the problem could be in the registry (due to Windows update), so I'm getting worried.
As I said, perhaps I'm overworried, but I hate when I can't understand something.

Anyhow while I'm writing I've just found somebody with exactly my same problem, and the answer suggested is the laser (with more technical details):
http://techrepublic.com.com/5208-10879-0.html?forumID=101&threadID=249192&messageID=2392716

I'll send it in for repair, as it seems the obvious thing to do. I'll report back when I get the laptop back, just to say what the problem was exactly or how it was solved.

Btw, before sending it for repair do you think I should disable antispyware, firewall and antivirus (in case they don't allow the repair guys to do some changes or install software)?

[Hairy Coo]

Well,if you have any really confidential data on disk there may be a problem-otherwise just send it as is-these guys should hopefully be experts.