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Troubleshooting

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Chapter 9 Troubleshooting This chapter provides descriptions and solutions for some hp dvd-writer drive hardware and software problems, and is organized as follows: Up-To-Date Troubleshooting Information p. 81 HP Troubleshooting Assistant p. 81 Improving Drive Performance and Reducing Errors p. 81 Software Errors p. 83 Installation p. 84 Making Audio CDs p. 86 Reading CDs p. 86 High Speed CDs p. 88 80-Minute CDs p. 88 Unable to Hear Music p. 90 DLA 2.5 Known Problems p. 91 HP Troubleshooting Assistant More troubleshooting information is available in the browser-based HP Troubleshooting Assistant, which is installed with the drive. NOTE: Double-click on the hp dvd-writer icon on the desktop, then click on Help, then click on Troubleshooting. Up-To-Date Troubleshooting Information Up-to-date troubleshooting information is available from the following web sites: http: //www. hp. com/support/dvd-compatibility http: //www. hp. com/support/dvd-capture http: //www. hp. com/support/dvd-mydvd http: //www. hp. com/support/dla Frequently asked questions and answers are provided in Chapter 6 Tips and Techniques. Release Notes for the hp dvd-writer dvd100i drives are on page 96. Figure 47 hp troubleshooting screen Improving Drive Performance and Reducing Errors Enabling Direct Memory Access to Enhance System Performance Many computers and computer hardware devices come with a feature called Direct Memory Access (DMA). When you enable DMA, you accelerate data transfer between hardware devices because of a shortcut called the DMA channel. The DMA channel permits data to completely bypass the computer's CPU and travel directly from main system memory to the intended hardware device. By removing the CPU passageway, hp dvd-writer dvd100i Technical Support Solutions Guide 10/25/01 Up-To-Date Troubleshooting Information ⇐ ⇒ 81

Section	Page
hpdvdwriterdvd100i	1
Contents	2
Figures	9
Tables	10
Product Information	11
Product History	11
CD Technology	11
DVD Technology	11
What is MultiRead?	11
DVD Media Read/Write Compatibility	12
CD-R/CD-RW Media Read/Write Compatibility	12
Disc Storage Capacity of HP Products	12
Product Positioning	13
Laser Safety	13
CAUTION — Contains: Class 1 Laser Product	13
Parts Available for the hpdvdwriter Drive	13
Current Products	14
Drive Specifications	15
System Requirements	15
Physical Specifications	15
Mounting	15
Size of the hpdvdwriterdvd100i Drive	17
Box Size and Weight for hpdvdwriterdvd100i Drive	17
Bezel Front Door	17
Disc Loading Mechanism	17
Disc Ejection Mechanism	17
Manual Ejection	18
Emergency Ejection	18
Auto Insertion	18
Ejecting Position	18
Tray Locking Mechanism	18
LEDs	18
Connector and Jumpers on hpdvdwriterdvd100i Drive	19
Back of Drive	19
Power Connector	19
Signal Connector	19
Master/Slave and Cable Select	20
Analog Audio Output Connectors	21
Rear Audio Output	21
Front Audio Output	21
Digital Audio Output Connectors	21
Rear Digital Audio Output	21
Media	21
Read Media Compatibility	21
Write Media Compatibility	21
Write Methods	21
Logical Recording Format	22
Audio	22
RIP Speed	22
Reliability Specifications	23
Errors	23
Error Rate	23
Corrected Error Rate	23
Influence on Media Life	23
Reading	23
Writing	23
Mean Time Between Failures (MTBF)	23
Preventive Maintenance	23
Acoustic Emissions	23
Acoustic Power Emissions	23
Acoustic Pressure Emissions	23
Electrical Specifications	24
Power	24
Power Management	24
Power Input	24
Power Consumption	24
Front Audio Output	24
Ground Tab	24
Tray Locking Mechanism	24
Performance Specifications	25
Buffer	25
Performance of the Drive	25
Seek Time	25
Initialization Time (2x)	25
Disc Finalization Time (2x)	25
Hours of Video Recording	25
Video Formats	25
Video Standards	25
Video Capture Cards	25
Search Speed	25
Backup Rate Native	26
Backup Rate Compressed	26
Burst Transfer Rate	26
Transfer Rates	26
Environmental Specifications	27
Temperature	27
Non-Operating Temperature	27
Operating Temperature	27
Humidity	27
Non-Operating Humidity	27
Operating Humidity	27
Vibration	27
Operating Vibration	27
Shock	27
Product Safety Specifications	28
References	29
Discussion of References	30
Interfaces	31
ATA/ATAPI	31
IDE Connectors	32
Installation and Configuration	34
PC Desktop Minimum System Requirements	34
What’s in the Box	35
Installing the hpdvdwriterdvd100i Drive	35
Inserting Disc 1	35
Viewing the Install Video	36
Starting Installation	36
Accepting the Attachment Recommendation	36
Printing the Install Recommendation	36
Installing the Hardware	37
Restarting the Computer	42
Installing the Software	42
Vendor Software Installation	42
Identifying the hpdvdwriter Drive	43
Desktop Icon	43
Start Menu Program Group Names	43
Additional Reference Information	44
Online User’s Guide	44
ReadMe Files	44
Hardware/Software Compatibility	44
Uninstalling Software	44
Drive Operation	45
Bezel	45
Disc Loading Mechanism	45
Disc Ejection Mechanism	46
Manual Ejection	46
Emergency Ejection	46
Auto Insertion	46
Ejecting Position	46
Volume Control	46
Starting Software	47
Tips and Techniques	48
Frequently Asked Questions	48
Q Why so many different programs?	48
Q What's the difference between mastering and packet-writing software?	48
Q How much information can I fit on one CD?	49
Q Can I do other things while my CD is recording?	49
Q What kinds of discs can my HP drive write to?	50
Q What is the best way to make a disc I can share?	50
Q Can I erase a disc?	50
Q How should I take care of my discs?	50
Q What is the best way to label a disc?	51
Q How do I buy more discs?	51
Q When do I need to format a disc?	51
Q Can I copy a disc that is in my existing CD-ROM or DVD-ROM drive to a disc in my HP drive?	51
Q Can I copy a music disc that is in my CD-ROM drive to a blank disc in my HP drive?	51
Software	52
Start Menu Choices for Core Software	52
HP RecordNow 3.0	53
Manuals for HP RecordNow	53
Installing HP RecordNow	53
Files Installed for HP RecordNow 3.0	53
Using HP RecordNow	54
Starting HP RecordNow	54
Making an Exact Copy of a Disc	55
To make an exact copy of a disc:	55
Making a Data Disc	56
To create a data disc:	56
Making a Music Disc from Audio Files	56
To make a music disc from audio files:	56
Making a Music Disc from other CDs	57
To make a music disc from existing CDs:	57
Making a Disc for an MP3 Player	57
To make a music disc for an MP3 player:	58
CDDB	58
Options	58
General Tab	59
Eject drives automatically:	59
Remind me to shut down my programs before a disc is created:	59
Warn me if I can’t create a full Music Disc:	59
Hide audio files shorter than (in seconds):	59
Warn me when appending to a data disc:	59
Verify the data written to the disc after write:	59
Advanced Tab	59
Limit the maximum recorder speed to:	59
Always do a full erase on rewritable media:	59
Test operation before recording discs:	59
Use Burn-Proof:	60
Use Just-Link:	60
Use Lossless Linking:	60
CDDB Tab	60
Prompt before downloading information:	60
Always download information:	60
Never download information:	60
Use proxy server:	60
My proxy server requires login:	60
Tips and Tricks	60
CDDB (Compact Disc Database) Tips	60
Dragging files from Windows Explorer to HP RecordNow	61
Using the Back button	61
Total time of your audio tracks	61
Changing CD Recorder drives	61
Adding Data to a Data CD	61
Selecting Audio Files	62
Previewing Audio Files	62
Renaming Audio Tracks	62
Troubleshooting	62
Recordings Fail	62
Adding Data Files to a Music Disc	62
Unreadable Media	62
Optical Drive Unavailable	62
Registry Modifications for HP RecordNow	63
Location	63
Uninstalling HP RecordNow	64
To uninstall HP RecordNow from Windows 9x:	64
To uninstall HP RecordNow from Windows Millennium Edition:	64
To uninstall HP RecordNow from Windows NT:	64
To uninstall HP RecordNow from Windows 2000:	64
Support Provider for HP RecordNow	64
HP DLA 2.5	65
Manuals for HP DLA	65
Installing HP DLA	65
Basic Installation Locations for HP DLA 2.5	65
Files installed to “[Target Directory]” (“C:\\Program Files\\VERITAS\\DLA” for example):	65
Files installed to “[Target Directory]\\INSTALL”:	65
Files installed to “[Target Directory]\\SYSTEM”:	66
Files installed to “[Windows Directory]\\SYSTEM32” (“C:\\WINDOWS\\SYSTEM32” for example):	66
Files installed to “[Windows Directory]\\SYSTEM32\\DRIVERS”:	67
Files installed to “[Windows Directory]\\INF”:	67
Files installed to “[Windows Directory]\\HELP”:	67
DLA Engine Installation	67
Shared Components Installation	67
Registry	67
Using HP DLA	68
Starting HP DLA	68
Format	68
To format a compact disc	69
Make Compatible	69
To make your disc compatible	69
Preferences	70
To customize your settings	70
Add Media Icon to the Taskbar	70
Eject Button	70
Properties Button	70
Explore Button	70
Tips	70
The Taskbar Icon	70
Drag and Drop Files	70
Uninstalling HP DLA	71
Windows 9x	71
To remove HP DLA from a Windows 9x machine	71
Windows NT	71
To remove HP DLA from a Windows NT machine	71
Windows Millennium	71
To remove HP DLA from a Windows Millennium Edition machine	71
Windows 2000	71
To remove HP DLA from a Windows 2000 Professional machine	71
Windows XP	71
To remove HP DLA from a Windows XP machine	71
HP MyDVD	72
System Requirements	72
Features	72
Manuals for HP MyDVD	72
Installation	72
Using HP MyDVD	73
Starting HP MyDVD	73
Support Provider	74
Customer Support	74
Phone	74
USA and Canada	74
Outside the USA and Canada	74
Web	74
HP Simple Backup	75
Using HP Simple Backup	75
Starting HP Simple Backup	75
Full System Backup	76
Custom Backup	76
Complete System Restore	76
Custom Restore	76
Automatically Excluded Files	76
Errors and Warnings Report	76
Support Provider for HP Simple Backup	77
PowerDVD	78
System Requirements	78
Manuals for PowerDVD	78
Using PowerDVD	78
Starting PowerDVD	78
Support Provider	79
Customer Support	79
Email	79
Phone	79
Fax	79
Web	79
International Headquarters	79
Maintenance	80
Product Care	80
Product Cleaning	80
Drive	80
Media	80
Troubleshooting	81
Up-To-Date Troubleshooting Information	81
HPTroubleshooting Assistant	81
Improving Drive Performance and Reducing Errors	81
Enabling Direct Memory Access to Enhance System Performance	81
Enabling DMA on HP IDE CD/DVD Drives and Windows 98/Me	82
Enabling DMA on hard drives and Windows 98/Me	82
Enabling DMA on HP IDE CD/DVD Drives and Windows 2000 Professional	82
Enabling DMA on hard drives and Windows 2000 Professional	82
DMA will not stay enabled	83
Reasons why DMA will not stay enabled after restarting your computer	83
Other problems occurred after enabling DMA	83
Other performance issues	83
40-conductor, 40-pin vs. 80-conductor, 40-pin IDE cables	83
Software Errors	83
HP RecordNow reported it was unable to read fast enough	83
HP RecordNow reported that there was a problem reading the disc being copied	83
Clean the CD	83
Try using a different source drive	83
Try using your HP drive as both the source and destination drive	84
If you're trying to record to an 80-minute CD	84
HP RecordNow reported a write error	84
The CD-R or CD-RW disc may be scratched, damaged, or dirty	84
HP RecordNow reported that your HP drive is in use	84
HP RecordNow reported that the source disc cannot be copied	84
Installation	84
Your HP drive is installed, but does not appear in Windows Explorer	84
Your HP drive is installed and appears in Windows Explorer, but now other devices such as CD-ROM ...	84
Check IDE/SCSI ribbon cables	84
Check data connectors for bent pins	85
Check external SCSI cables	85
Change drive letter assignments	85
Windows assigned the wrong drive letters to your drives	85
Windows 95/98/Me	85
Windows NT	85
Windows 2000	85
The HP drive's software installation fails	86
Uninstall the HP drive software:	86
Reinstall your HP drive's software.	86
Making Audio CDs	86
HP RecordNow reported an error while copying an audio CD or you hear clicks and pops when playing...	86
Try using a different source drive	86
HP RecordNow reported an incorrect file format	86
See also:	86
Reading CDs	86
A computer CD-ROM drive cannot read a recorded disc	86
The disc is scratched, damaged, or dirty	86
Try reading the disc in an HP drive, if available	86
Some CD-ROM drives read discs very slowly if Read Ahead capabilities are enabled in Windows 95/98...	87
Turn off Read Ahead capabilities for the drive.	87
Windows 95/98/Me only:	87
If these suggestions do not solve the problem, try these possible solutions:	87
You used CD-R media	87
You used CD-RW media	87
If you're trying to read an 80-minute CD	87
A home, auto, or portable stereo CD player cannot play a recorded disc	87
Make sure this is an audio CD, not a data CD	87
Use the correct media	87
If an error occurs while recording	87
You hear clicks, pops, and skips	88
See Also:	88
A computer DVD-ROM drive cannot read a recorded disc	88
Try reading the disc in an HP drive, if available	88
Some DVD-ROM drives read discs very slowly if Read Ahead capabilities are enabled in Windows 95/9...	88
A DVD movie player cannot play a recorded disc	88
Make sure this is an audio CD, not a data CD.	88
Use the correct media	88
See Also:	88
High Speed CDs	88
A high speed CD-RW disc was used in a drive that does not support high speed	88
80-Minute CDs	88
A computer CD-ROM or HP drive cannot read an 80-minute CD	88
The CD is scratched, damaged, or dirty	88
Try reading the CD in a different drive	88
Use the drive that was used to write the CD	88
An error occurred while recording	88
Use HP media	89
A home, auto, or portable stereo CD player cannot read an 80- minute CD	89
You cannot write to an 80-minute CD using your HP drive	89
HP supported drives	89
You are using an HP CD-R 80-minute CD	89
You are using a non-HP CD-R 80-minute CD	89
Supported HP CD-Writer Drives for 80-Minute CDs	89
Unable to Hear Music	90
You're unable to hear audio through the front headphone jack	90
Windows 2000 Professional	90
Enabling the headphone jack in Windows 2000 Professional	90
Windows Me	90
Enabling the headphone jack in Windows Me	90
Windows 98	90
Enabling the headphone jack in Windows 98	90
Windows XP	90
Enabling the headphone jack in Windows XP	90
DLA 2.5 Known Problems	91
DirectCD media read in DLA shows incorrect date/time	91
Installation allowed to Network Drives	91
Simple Backup and DLA can’t be used simultaneously	91
Very long volume label names get truncated in DLA tab and DLA properties	91
Incorrect error message with Win 95 and Office 97	91
Two Identical drives not recognized	91
Win 98SE DLA causing EZ CD Creator 4 to crash	92
Cannot change volume label in Windows ME	92
Zero length file is left at end of filled compressed media.	92
Network sharing is not supported with DLA	92
CDR Media from Direct CD is not supported.	92
Installer doesn't prompt to uninstall or disable built in Roxio software On Windows XP	92
Not formatting when drag and drop from Explorer to unformatted media	93
Warranty and Support	94
hpdvdwriterdvd100i Warranty Information	94
DURATION OF LIMITED WARRANTY	94
Product Service and Support	95
Support Parts List	95
Release Notes	96
HP CD-WRITER, hpdvdwriter	96
Windows NT 4.0 ATAPI Driver Issues	96
HP RecordNow, Version 3.0	97
How to use this document	97
1. Reading Audio Discs	97
2. Delay After Cancel	97
3. Copying CDs	97
4. Mastering Limitations	97
5. Conflicts with Adaptec Easy CD Creator 4	97
6. Enable DMA to Reduce Buffer Underruns	97
7. Media Compatibility	97
HP DLA, Version 2.5	98
1. Getting Started	98
2. System Requirements	98
3. Multiple Device Support	98
4. Upgrading HP DLA	98
5. Sharing a HP DLA Drive	98
6. Compressed Data	99
7. Incompatibility with Direct CD	99
8. Incompatibility with MS Backup	99
9. Problems with High Speed CD-RW Media	99
10. Problems formatting previously formatted DVD/CD-RW media.	99
Option 1:	99
Option 2:	99
11. Problems reading CD-R media	99
12. Multiple drive incompatibilities	99
13. Enabling/Disabling HP DLA	99
14. Two identical drives	99
15. Conflict with Nero software	99
16. Issue with USB and Firewire (1394) devices	99
HP Simple Backup	100
1. Multiple SCSI Device Setups	100
2. SCSI Controller	100
3. Delay After Media Format, Media Initialize, or Canceled Backup	100
4. CD-R Overwrite	100
5. Disaster Recovery on FAT32 or DBCS Systems	100
6. DOS ASPI Drivers	101
7. Erasing CD-RW Media	101
8. Booting from CD	101
9. USB and Firewire (1394) Devices	101
10. Disaster Recovery Configuration	101
11. Sparse Files	101
12. HP Simple Backup and Active Desktop Applications	101
13. File Permissions for Backups and Restores	101
14. Restoring Data from CD-RW Media	101
15. Disaster Recovery for Windows 2000	101
16. Performing Disaster Recovery for Windows NT 4.0 Without Disaster Recovery Diskettes	102
To use Disaster Recovery:	102
To restore busy files;	102
17. Conflict With Microsoft System Restore	102
18. PCHealth Updates on Windows ME	103
19. Device Issues With Windows Media Player 7.0	103
20. Disaster Recovery on ATAPI Hard Disks Larger Than 8GB	103
Discontinued Products	104