Install Wiped Out My Dvd Drvie...

[Razer]

When I installed the program it appears to have altered the drive file and my computer will no longer recognize it has a DVD drive. I initiated discussion with support and after 3-4 attemptede (and failed) solutions, they will no longer respond. Here is the transcript of my ticket (start at the bottom)

 

WebTicket 12/14/2010

 

May I please have a response?

WebTicket 12/10/2010

 

Please respond.

WebTicket 12/8/2010

 

Your latest directions did not work. There is a "troubleshooting needed" symbol beside the device and when I looked at properties under General it has this message "Windows cannot verify the digital signature for the drivers required for this device. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source. (Code 52)"

PKorol 12/8/2010

 

 

djumelle 12/8/2010

 

Dear Mr Mcleod

 

Thank you for contacting Roxio Customer Care.

 

We appreciate that you took the time to write to us.

 

I understand from your notes that you cannot cahnge the drive letter on the disk management windows.

 

Could you try to fix this issue through the device manager instead:

To fix: Go to device manager

1) Look for an entry that says "Unknown disk" or something similar. This entry may not be marked with error icon.

2) After locating the entry, right click and select "Uninstall"

3) After uninstalling, press F5 or select "scan for hardware changes" in the action menu.

4) The driver is then reinstalled correctly.

 

Please don’t hesitate to contact us again should you need any further assistance.

 

 

Sincerely,

Diana

Roxio Customer Care

http://support.roxio.com'>http://support.roxio.com'>http://support.roxio.com

 

Have you tried our online self-service tools?

Knowledgebase - http://kb.roxio.com/search.aspx'>http://kb.roxio.com/search.aspx'>http://kb.roxio.com/search.aspx'>http://kb.roxio.com/search.aspx

Discussion Groups - http://forums.support.roxio.com/'>http://forums.support.roxio.com/'>http://forums.support.roxio.com/'>http://forums.support.roxio.com/

 

 

WebTicket 12/7/2010

 

My problem persists. When I bring up disk managementm it shows 2 drives (plus C: drive). these two have no drive letters however when I right click the option to Change Drive Letter and Paths is "ghosted" and will not allow me access.

C: is the only one it will allow right click & Select Change Drive Letter and Paths from the context menu.

djumelle 12/2/2010

 

Dear Mr Mcleod,

 

Thank you for contacting Roxio Customer Care.

 

We appreciate that you took the time to write to us.

 

We have received the file you send us and it seems like your DVD drive is not recognised by Windows or by Roxio because it

doesn't have a drive letter anymore:

------------------------

Disk & DVD/CD-ROM Drives

------------------------

Drive: C:

Free Space: 356.3 GB

Total Space: 596.8 GB

File System: NTFS

Model: TOSHIBA MK6465GSX SATA Disk Device

 

Drive:

Model: HL-DT-ST DVDRAM GT30N SATA CdRom Device

Driver: c:\windows\system32\drivers\cdrom.sys, 6.01.7600.16385 (English), , 0 bytes

 

To solve this problem and reassign the letter D to your DVD drive, please follow these instructions:

 

1. Click on start and type diskmgmt.msc on search bar.

2. This would open Disk Management interface that is displaying all connected hard drives and partitions.

3. Now select Drive from your disk management interface which doesn’t have any drive letter.

4. Now right click & Select Change Drive Letter and Paths from the context menu.

5. Click on the Add button in the next menu and pick a drive letter from the pull down menu.

6. Click OK to assign selected drive letter and check your windows explorer or my computer to confirm missing drive of windows which was not showing you early.

 

Please don’t hesitate to contact us again should you need any further assistance.

 

 

Sincerely,

Diana

Roxio Customer Care

http://support.roxio.com

 

Have you tried our online self-service tools?

Knowledgebase - http://kb.roxio.com/search.aspx

Discussion Groups - http://forums.support.roxio.com/

WebTicket 12/2/2010

 

Further information as requested.

 

1099886.txt

fbaubet 12/2/2010

 

Dear Rae

 

Thank you for contacting Roxio Customer Care

 

To investigate further into your problem, please send us an overview over your computer system.

 

Please use the steps below to submit your system information.

 

a. Click Start (or the Start Button)

b. Click Run... (windows 7 - click windows key + R)

c. Type: dxdiag

d. Click “Save all information”

e. Click File, Export ... Save the file as (ticket number).txt to your desktop.

f. Exit: dxdiag

 

Please attach the saved document as a text file (.txt) to this webticket.

 

Sincerely,

 

Fiona

Roxio Customer Care

http://support.roxio.com

 

Have you tried our online self-service tools?

Knowledgebase - http://kb.roxio.com/search.aspx

Discussion Groups - http://forums.support.roxio.com/

 

 

WebTicket 12/1/2010

 

Thank you for your reply.

> The first link you provided does not work.

> I downloaded and ran the PX Engine file which changed nothing

In response to your questions

> I am installing from a CD

> There is no error message other than if you try to burn direct to DVD is states "NO DEVICE DETECTED under "Select a destination drive" As well Explore no longer shows a DVD drive and when discs are put in the drive they are not auto detected by the system.

< I am running Windows 7 and in the start menu, there is no "Run/Start Search" option. As a result I did not complete this task. What specific information do you need.

 

 

Dortiz 12/1/2010

 

Dear Rae,

 

 

 

Thank you for contacting Roxio Customer Care.

 

 

After reviewing your notes, I understand that when you installed your Easy VHS to DVD program your computer does not recognized your DVD/CD device.

 

 

 

We appreciate sending us your concern. For initial resolution to your issue, you may follow the troubleshooting steps outline on the link below.

 

 

Drive not detected or missing after install

 

http://kb.roxio.com/search.aspx?URL=/content/000040CR&PARAMS=set- locale=en

 

 

You may also run the utility provided as well on the given link.

 

 

PX Engine - Description and Download

 

http://kb.roxio.com/search.aspx?URL=/content/000070GN&PARAMS=set-locale=en

 

 

If the troubleshooting steps does not fix your issue, please provide the following information below once you update your ticket.

 

*Are you installing the program from a disc or from a download file?

* Provide the exact error message if available

* Provide system information

 

 

To generate system information:

 

1. Click on the Start Button.

 

2. Click on Run / Start Search.

 

3. Type in dxdiag.

 

4. Once prompted, click Yes.

 

5. Click on Save All Information, and name the file 'dxdiag'.

 

6. Open your webticket, click on Reply, click on the Browse button, and then click on Update to attach the system information

 

 

 

If you have any questions about the suggestion above or the issue still persist, please update this webticket with the steps you have tried and/or any additional information that may help us resolving the concern.

 

 

Sincerely,

 

Den

Roxio Customer Care

http://www.roxio.com/enu/support/default.html

 

Have you tried our self-serve tools? For instant support, please try on of the tools below:

 

Knowledgebase - http://kb.roxio.com/search.aspx

Discussion Groups - http://forums.support.roxio.com

 

 

 

WebTicket 12/1/2010

 

Once I installed the program, my computer no longer recognized having a DVD/CD device.[/font]

[Razer]

Does the drive show in Roxio?

 

Does the drive show in Device Manager with or without out a yellow explanation mark?

 

What exactly does that mean, bold text above?

 

Are you doing this as a administrator or administrator account?

 

The drive does not show in Roxio.

 

"I had to authorize the file to make changes" means my anti-virus program (Kaspersky) is set to ask permission for a program to make changes.

 

I am doing this as a user but as I did not set up an adminstrator account, I presumed I was also doing it as the Administrator. I am the only user.

[Razer]

Despite the implication that I am insufficiently competant to follow your instructions, I do appreciate your time and efforts to assist me in remedying what should not have been had Roxio marketed a worthwhile product.

 

 

By the way I have uninstalled all Roxio programs and have recovered my DVD drive...

[Razer]

The steps we covered above have fixed every drive missing post I've ever seen.

 

Sorry your situation had to ruin that record but I wasn't there looking over your shoulder while you tried all the procedures listed above.

 

Despite the implication that I am insufficiently competant to follow your instructions, I do appreciate your time and efforts to assist me in remedying what should not have been had Roxio marketed a worthwhile product.

[cdanteek]

I tried this solution when dealing direct with Roxio Technical Support and it didn't work. Tried it again, just for kicks and it still didn't work. Yes, I am using Windows 7.

 

 

The steps we covered above have fixed every drive missing post I've ever seen.

 

Sorry your situation had to ruin that record but I wasn't there looking over your shoulder while you tried all the procedures listed above.

[Razer]

Your running Windows 7 correct?

 

 

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

 

I tried this solution when dealing direct with Roxio Technical Support and it didn't work. Tried it again, just for kicks and it still didn't work. Yes, I am using Windows 7.

[jtbusby]

Just did the same thing to my computer too! I can now only play music cds in my drive! Games and DVDs won't work anymore! I went so far as to take my drive completely out and reinstall it. I am now out a new cd/dvd drive and the cost of a program that won't work. The tech support was kind enough to suggest that I check here for issue resolution.

[cdanteek]

Okay, it still isn't working. No drive detected in Explore or Roxio. Followed your instructions...to the T! McLeod is the Administrator account.

 

Your running Windows 7 correct?

 

 

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

[Razer]

Shut the crapware (Kaspersky) completely off and I mean off. Make sure your using a administrator account. Run the pxhelponvista listed in post #4 to the 'T'..

 

Okay, it still isn't working. No drive detected in Explore or Roxio. Followed your instructions...to the T! McLeod is the Administrator account.

[cdanteek]

The drive does not show in Roxio.

 

"I had to authorize the file to make changes" means my anti-virus program (Kaspersky) is set to ask permission for a program to make changes.

 

I am doing this as a user but as I did not set up an adminstrator account, I presumed I was also doing it as the Administrator. I am the only user.

 

Shut the crapware (Kaspersky) completely off and I mean off. Make sure your using a administrator account. Run the pxhelponvista listed in post #4 to the 'T'..

[cdanteek]

Yes, I really tried it exactly as specified.

 

No sign indicating it did not work, however when I rebooted, the drive still does not show in Explore. When I executed the command, I had to authorize the file to make changes and it pop ups indicated the file was being updated and that it was finished.

 

Trust me I want this to work so if I am doing something wrong it is purely out of ignorance...

 

Does the drive show in Roxio?

 

Does the drive show in Device Manager with or without out a yellow explanation mark?

 

What exactly does that mean, bold text above?

 

Are you doing this as a administrator or administrator account?

[Razer]

Did you really try it exactly as specified?

 

Did a big sign pop up it didn't work?

 

Or could you contribute any other information that it didn't work?

 

Yes, I really tried it exactly as specified.

 

No sign indicating it did not work, however when I rebooted, the drive still does not show in Explore. When I executed the command, I had to authorize the file to make changes and it pop ups indicated the file was being updated and that it was finished.

 

Trust me I want this to work so if I am doing something wrong it is purely out of ignorance...

[cdanteek]

didn't work

 

Did you really try it exactly as specified?

 

Did a big sign pop up it didn't work?

 

Or could you contribute any other information that it didn't work?

[Razer]

didn't work

[cdanteek]

Thank you for your response. I did the download, etc and the problem remains. At this point I think I would be best to do a new restore to recover the DVD drive.

 

I have reached my patience limit with the product and really do need to move on. I will be uninstalling all my Roxio programs and seeking alternate providers. I have wasted both my money and my time in trying Roxio.

 

I am very disappointed in Roxio. After buying the program a person should not have to be a computer wizard to install and use the program. I am further disappointed in the technical support they provided me.

 

Follow the below procedure to the 'T'.

 

Make a new folder on your desktop (right click new folder) and name it pxfix (right click rename), download pxengine 4_18_16a.exe to that folder (# 7 in my signature), now unzip WINZIP WinRAR the compressed pxengine 4_18_16a.exe file in the folder.

 

Hold down the “Windows Key” and then press “R” to activate the RUN command..

 

Change the xxxxxxxx below to your user name then copy and paste the below command line with your user name into the the Run command box and click OK, follow the prompts and reboot the PC.

 

C:\Users\xxxxxxxx\Desktop\pxfix\pxengine4_18_16a.exe /PXHELPONVISTA

 

Please tell us if this works for you?

[Razer]

Thank you for your response. I did the download, etc and the problem remains. At this point I think I would be best to do a new restore to recover the DVD drive.

 

I have reached my patience limit with the product and really do need to move on. I will be uninstalling all my Roxio programs and seeking alternate providers. I have wasted both my money and my time in trying Roxio.

 

I am very disappointed in Roxio. After buying the program a person should not have to be a computer wizard to install and use the program. I am further disappointed in the technical support they provided me.

[cdanteek]

Download EMC 7.5 Up PX Engine 4.18.16a. Update .Click here.

 

Unzip it run the ,exe and reboot the pc.