HP Support Assistant unable to fixed problem with CD/DVD not being detected

[Babygirltw]

Hi,

I was able to copy and replace, but the drive did not install correctly...

[DavidPK]

Hi,

If you go back into Device Manager,open up DVD/CD-Rom drives, right click on the device listed here and select Properties does it show the Code 19 error again?

If it does, run the automated fixit from Microsoft on the link below again.

Windows 7

When done, restart the notebook and check in Device Manager if the error is still showing.

If it is, double check that you have removed ( temporarily ) all other burning software such as Nero, ITunes, Roxio, Zune etc before running the 'Fixit'.

Let me know.

Regards,

DP-K

[Babygirltw]

Hi,

Still have the code, I ran the fix it and still have the problem.  iTunes was the only thing I was using and I removed everything, Roxio came with the notebook and it's not installed (never used it)

[DavidPK]

Hi,

Just to check, download and install the free version of Revo Uninstaller from the link below.

http://www.revouninstaller.com/download-freeware-version.php

Launch Revo and just check that Roxio is not listed as an installed application.  If Roxio ( or any other burning software ) is not listed, try the following and let me know.

This procedure will test if your notebook can start from a bootable disc in the CD/DVD drive - the advantage of trying this is that it will rule out any possible Windows driver error as the CD/DVD drive is under the control of the Bios when starting the notebook.  So if you find that the notebook will not boot from the CD or DVD, then it's almost certainly a Hardware fault in the optical drive itself will need to be replaced.

Using another PC to create a Windows 7 Rescue CD and DVD.  Download the relevant ISO from the link below.

Windows 7 64bit

You need use an application such as ImgBurn to correctly burn the ISO to a CD and then also burn it to a DVD - a guide on using ImgBurn to write an ISO to a disc is Here.  Once created, insert the CD and then restart the notebook and see if it boots from this disc - if it does, let the first screen come up ( this will show repair options etc ) then just remove the CD, insert the DVD and restart the notebook again to see if it will also boot from this disc.  If the notebook will not boot from the CD, it may just load straight into Windows, in which case, just remove the CD, insert the DVD and restart to see if it will boot from this disc.

Let me know.

Regards,

DP-K

[Babygirltw]

Hi,

I installed Revo and Roxio didn't come up, however CyberLink came with the notebook

CyberLink DVD Suite has Label Print, Power2Go & Power Director.  I did uninstall Power2Go when I did iTunes to be on the safe side.

The only other CyberLink stuff is Cyberlink PowerDVD 9 and CyberLink YouCam and I figured YouCam was fine and the DVD 9 didn't need to be uninstalled.

I don't have access to another PC to do the Rescue CD/DVD, is there anything else I can do?

[DavidPK · Accepted solution]

Hi,

If you do get the chance to use another PC, I would definitely recommend creating the bootable CD and DVD as this would give a clear indication if there is a Hardware problem with the optical drive.

In the meantime, try following the procedure under the sub-heading 'Let me fix it myself' on the link below to remove the Upper and Lower filters ( if these registry keys exist ) and see if this helps the issue.
 

http://support.microsoft.com/kb/982116

If you do find these registry keys and delete them, restart the notebook before checking the drive.

 
Regards,
 
DP-K

[Babygirltw]

Hi,

I went in and deleted the Upper Filter (there was no lower filter), I restarted the notebook and checked the device manager and the general tab said the device was working properly.

Put in a CD & DVD and everything is fine!  I'm so happy....

Thank you very much for all of your help!  I really do appreciate it.....

[DavidPK]

Hi,

You're welcome and it's good to hear it's working now

All the best,

DP-K