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Cd/dvd Drive Not Available


NoahD

Question

Tickets

1115950 Status

Open Date

12/19/2010 Issue Description

Technical Support | Creator 2011 | Burning Issue

 

WebTicket 12/25/2010

 

Andy, you not read the case notes very well.

 

The CD/DVD drive is from TSST Corp (Toshiba). The drive is model TS-H652L. Based on an inquiry this week on ToshibaUS website, the CD/DVD driver is up to date.

 

 

aganesan 12/24/2010

 

Dear John,

 

 

 

Thank you for contacting Roxio Customer Care.

 

 

 

After reading your case notes, I understand that you are having issue with the burner.

 

 

 

To fix the issue, kindly update the burner's driver.

 

 

 

If this issue still persists, kindly update the same web ticket for further assistance.

 

 

 

Sincerely,

Andy

Roxio Customer Care

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

 

 

 

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

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

 

 

 

WebTicket 12/24/2010

 

Diana, I tried your "change drive letter" option. I had to use drive "L" as "D" is my HP recovery drive.

 

The only change was the Roxio "burn" shortcut came up on the desktop when I loaded a CD (Wal-Mart photo CD). I had disabled the shortcut on drive "E", so now that CD was drive "L" it was there again.

 

After the change of drive letter - "My Computer" starts by showing the drive "L" as DVD-RAM drive, load a CD and it now shows CD drive with 0 bytes capacity and 0 bytes free.

 

Roxio Creator 2011 - Slideshow, "Add Photos" does not find/see anything on the Wal-Mart CD.

 

I tried a small project in Roxio - 4 picture slideshow, burn to DVD in "MyDVD". The dirve was seen and it knew there was a CD so it asked to insert valid media - loaded a DVD and it tokk several minutes but it did reach 100% on the burn, then ejected the DVD.

 

I bought the product in Office Depot. I want to use Roxio, but I am afraid I want my PC to operate the way it did before. If this a known problem as far back as Creator 6, why hasn't Roxio/Sonic found a solution?

 

Please help me !

 

 

djumelle 12/22/2010

 

Dear Mr Dawson,

 

Thank you for contacting Roxio Customer Care.

 

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

 

I understand from your notes that your DVD drive is not recognised by Windows or by Roxio anymore

 

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'>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 12/22/2010

 

First of all, since this is a known problem, why haven't you fixed it?

 

Second, I tried the "solution" in EE6000150 - now in "my Computer" windows does not even recognize a CD in the drive, Before your fix at least it said "702 MB Free", now it keeps telling me to load a CD.

 

I did not uninstall Roxio 2011 yet. I need the features in Roxio, but I also need my Windows to see and be able to use the CDDVD drive.

 

Any more ideas?

 

 

fbaubet 12/20/2010

 

Dear John

 

Thank you for contacting Roxio Customer Care

 

If you wish to apply for a refund for a purchase made from our online store please go to the website www.findmyorder.com , access your order using your order number, and the password provided in your confirmation email, click on submit.

 

Please remove the product from your computer immediately. Please destroy immediately any installation discs and physical devices as appropriate. You will not be eligible for any support unless you choose to repurchase it. For instructions on completely removing the product from your computer, please refer to one of the following Knowledgebase articles. They were written for Creator 2009 and 2010 but their content can be applied to any other Roxio software accordingly:

Using Windows XP: http://kb.roxio.com/search.aspx?URL=/content/kb/WinOnCD/000206CR&PARAMS=set-locale=en

Using Windows Vista and Windows 7: http://kb.roxio.com/search.aspx?URL=/content/kb/WinOnCD/000207CR&PARAMS=set-locale=en

 

 

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.

 

Regards

Fiona

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 12/19/2010

 

How do I get a refund for the product OR a solution that does not require me editing the System Registry? Once I burned a data CD with Roxio 2011, my various Windows operations do not see my "E" drive (TSST CDDVD - TS- H652L). In "My Computer" drive E is seen as a CD with the correct disc label showing, however, the disc is 702 MB capacity and 702 MB free. Therefore, Windows will not "open" the disc because it is "empty" (a disc that Roxio burned 100 MB to, and Roxio can see the data).

 

In "My Pictures" section of Windows, I no longer have the option "Copy To CD". If I try the "Copy To" command with a picture selected, then try browse for location, I have drive E as a visible option, BUT if I select the E drive the "Copy" command button "grays out" and is not available. Windows does not see the E drive (CD/DVD drive) as a CD drive.

 

These problems started after I installed Roxio Creator 2011. I do not feel that I should have to spend my time updating my Windows system files because of your product. Please tell me how Roxio would like to solve my problem.

 

Thank You,

 

 

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4 answers to this question

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Tickets

1115950 Status

Open Date

12/19/2010 Issue Description

Technical Support | Creator 2011 | Burning Issue

 

WebTicket 12/25/2010

 

Andy, you not read the case notes very well.

 

The CD/DVD drive is from TSST Corp (Toshiba). The drive is model TS-H652L. Based on an inquiry this week on ToshibaUS website, the CD/DVD driver is up to date.

 

 

aganesan 12/24/2010

 

Dear John,

 

 

 

Thank you for contacting Roxio Customer Care.

 

 

 

After reading your case notes, I understand that you are having issue with the burner.

 

 

 

To fix the issue, kindly update the burner's driver.

 

 

 

If this issue still persists, kindly update the same web ticket for further assistance.

 

 

 

Sincerely,

Andy

Roxio Customer Care

http://www.roxio.com...rt/default.html

 

 

 

Have you tried our online self-service tools?

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

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

 

 

 

WebTicket 12/24/2010

 

Diana, I tried your "change drive letter" option. I had to use drive "L" as "D" is my HP recovery drive.

 

The only change was the Roxio "burn" shortcut came up on the desktop when I loaded a CD (Wal-Mart photo CD). I had disabled the shortcut on drive "E", so now that CD was drive "L" it was there again.

 

After the change of drive letter - "My Computer" starts by showing the drive "L" as DVD-RAM drive, load a CD and it now shows CD drive with 0 bytes capacity and 0 bytes free.

 

Roxio Creator 2011 - Slideshow, "Add Photos" does not find/see anything on the Wal-Mart CD.

 

I tried a small project in Roxio - 4 picture slideshow, burn to DVD in "MyDVD". The dirve was seen and it knew there was a CD so it asked to insert valid media - loaded a DVD and it tokk several minutes but it did reach 100% on the burn, then ejected the DVD.

 

I bought the product in Office Depot. I want to use Roxio, but I am afraid I want my PC to operate the way it did before. If this a known problem as far back as Creator 6, why hasn't Roxio/Sonic found a solution?

 

Please help me !

 

 

djumelle 12/22/2010

 

Dear Mr Dawson,

 

Thank you for contacting Roxio Customer Care.

 

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

 

I understand from your notes that your DVD drive is not recognised by Windows or by Roxio anymore

 

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 12/22/2010

 

First of all, since this is a known problem, why haven't you fixed it?

 

Second, I tried the "solution" in EE6000150 - now in "my Computer" windows does not even recognize a CD in the drive, Before your fix at least it said "702 MB Free", now it keeps telling me to load a CD.

 

I did not uninstall Roxio 2011 yet. I need the features in Roxio, but I also need my Windows to see and be able to use the CDDVD drive.

 

Any more ideas?

 

 

fbaubet 12/20/2010

 

Dear John

 

Thank you for contacting Roxio Customer Care

 

If you wish to apply for a refund for a purchase made from our online store please go to the website www.findmyorder.com , access your order using your order number, and the password provided in your confirmation email, click on submit.

 

Please remove the product from your computer immediately. Please destroy immediately any installation discs and physical devices as appropriate. You will not be eligible for any support unless you choose to repurchase it. For instructions on completely removing the product from your computer, please refer to one of the following Knowledgebase articles. They were written for Creator 2009 and 2010 but their content can be applied to any other Roxio software accordingly:

Using Windows XP: http://kb.roxio.com/...S=set-locale=en

Using Windows Vista and Windows 7: http://kb.roxio.com/...S=set-locale=en

 

 

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive.

 

Regards

Fiona

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 12/19/2010

 

How do I get a refund for the product OR a solution that does not require me editing the System Registry? Once I burned a data CD with Roxio 2011, my various Windows operations do not see my "E" drive (TSST CDDVD - TS- H652L). In "My Computer" drive E is seen as a CD with the correct disc label showing, however, the disc is 702 MB capacity and 702 MB free. Therefore, Windows will not "open" the disc because it is "empty" (a disc that Roxio burned 100 MB to, and Roxio can see the data).

 

In "My Pictures" section of Windows, I no longer have the option "Copy To CD". If I try the "Copy To" command with a picture selected, then try browse for location, I have drive E as a visible option, BUT if I select the E drive the "Copy" command button "grays out" and is not available. Windows does not see the E drive (CD/DVD drive) as a CD drive.

 

These problems started after I installed Roxio Creator 2011. I do not feel that I should have to spend my time updating my Windows system files because of your product. Please tell me how Roxio would like to solve my problem.

 

Thank You,

 

 

Reply

 

Could you explain simply what problems you are having. This is not Rocio support, we are all users here (just like you) and posting your web chat is pretty meaningless to most of us and nobody is going to read thru all that.

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You asked and they replied: Why didn't you do it?

 

"Dear John

 

Thank you for contacting Roxio Customer Care

 

If you wish to apply for a refund for a purchase made from our online store please go to the website www.findmyorder.com , access your order using your order number, and the password provided in your confirmation email, click on submit.

 

Please remove the product from your computer immediately. Please destroy immediately any installation discs and physical devices as appropriate. You will not be eligible for any support unless you choose to repurchase it. For instructions on completely removing the product from your computer, please refer to one of the following Knowledgebase articles. They were written for Creator 2009 and 2010 but their content can be applied to any other Roxio software accordingly:

Using Windows XP:
'>http://kb.roxio.com/...S=set-locale=en

Using Windows Vista and Windows 7: http://kb.roxio.com/...S=set-locale=en

 

 

If the information provided does not resolve your issue simply update your webticket with a detailed explanation with the steps you have tried and any error messages you receive."

 

That Wal-Mart cd is probably in a proprietary format that will not allow you do do other than look at the images. I know that other PhotoCds were the same a couple of years ago. They make their money by forcing you to have them print the images. Do you see anything on the web site or cd that says you could work with the CD? All I see is that you can use the cd to order prints of albums on the CD. It might (could) be that that CD is screwing up your drive.

 

Does Windows see your burner in Device Manager (look again). If not, it is probably the cd that is screwing things up. This will help.

 

If you see it in Windows Device Masnager then; you should try the pxengine update. Read this KB article and this one.

 

If that doesn't work, then reinstalling the pxengine from scratch may help. Here is the program.

 

As Walt said above, it is difficult to follow exactly what you want and really what probelm you have. I did my best but I may have missed something. Be kind.

Also be aware that this is not Roxio support and very few people from Roxio even visit this site. If you have a problem with tech support then you must tell them directly. As for a supervisor.

 

BTW, since Creator 2011 is their flagship product you get free phone support for a period after you bought the product. Have you tried calling them?

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Sorry I posted the entire thread with Roxio support.

 

My initial problem was Windows no longer could access my CD/DVD drive "E" (CDs were "empty", 0 bytes used), after I had installed Roxio Creator 2011 and used it to burn 2 photo DVDs. Both "My Computer" and Windows Explorer were affected. I am using XP Professional Service Pack 3,

 

I tried several solutions from Roxio (1) Windows System Registry edit of High & Low filters (EE6000150); (2) Rename my CD/DVD drive from "E" to "L" (3) Update driver for CD/DVD drive (4) Remove the CD/DVD drive from the PC (logically, in Device Manager) and then add it back. None of these ideas were the answer.

 

Today I uninstalled Roxio Creator and now the CD/DVD is visible and useable by the Windows programs.

 

I want to use Roxio, but what do I have to do to install the program without corrupting my windows files. I have a CD of the product, not a download?

 

How can I install the program again?

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Sorry I posted the entire thread with Roxio support.

 

My initial problem was Windows no longer could access my CD/DVD drive "E" (CDs were "empty", 0 bytes used), after I had installed Roxio Creator 2011 and used it to burn 2 photo DVDs. Both "My Computer" and Windows Explorer were affected. I am using XP Professional Service Pack 3,

 

I tried several solutions from Roxio (1) Windows System Registry edit of High & Low filters (EE6000150); (2) Rename my CD/DVD drive from "E" to "L" (3) Update driver for CD/DVD drive (4) Remove the CD/DVD drive from the PC (logically, in Device Manager) and then add it back. None of these ideas were the answer.

 

Today I uninstalled Roxio Creator and now the CD/DVD is visible and useable by the Windows programs.

 

I want to use Roxio, but what do I have to do to install the program without corrupting my windows files. I have a CD of the product, not a download?

 

How can I install the program again?

 

 

Reinstall the software if your drives are missing come back here, we have several proven fixes that do work! You will have to give us time to answer and you will have to follow the directions we give you. Sound like a plan?

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