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.
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.
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:
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.
Question
NoahD
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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