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Thread: CD/DVD driver not responding HELP!

  1. #11
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    Okay I will check my purchase date maybe it is my laptop that I am think of that is two years old. Thanks for the links!! I will work on that and see where it gets me.

  2. #12
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    Quote Originally Posted by the.avon.lady1 View Post
    Okay I will check my purchase date maybe it is my laptop that I am think of that is two years old. Thanks for the links!! I will work on that and see where it gets me.
    You can easily find out without looking for purchase papers. Go to the Dell site, all the records for the computer can be found by using that very first link I gave you. You don't need to know purchase date or anything, it is all right there.
    They CAN help you, they have help me numerous times and I have always used Chat with them without any difficulty. They can access the records without trouble also.

  3. #13
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    Jun 2012
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    Thanks, Will let you know how I come out with it all. It may be morning before I get to it as I have some things that I have to tend to tonight that will take me a couple of hours.

  4. #14
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    Jun 2012
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    Hello Judy,
    I am really ticked at Dell. I went to the link you provided and I am out from under warranty, not sure why the DDS log is showing different. Anyway I can't get chat help apparently they have changed something I just get a notice stating I have to go to the do it yourself articles or pay a one time service fee of $129 which I don't have. I have spent hours on the phone complaining because the computer is less than two years old. Finally got someone to agree to run a diagnostic only to be told it is in the Operating System which keeps disabling my DVD drive for some reason. Then they tell me they can't say anything else without me paying a fee. I will not ever purchase another Dell product at least with my HP and E-Machines that I have had in the past you could get free on line help. Anyway just venting I guess I will do an online search and see if I can figure it out. Anyway thanks again for the above information just letting you know the help that you have gotten in the past is no longer available through Dell if you are out from under warranty.

  5. #15
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    I found this on the Dell website is it a good idea to try it and is it possible it will fix my problem?

    To restore your computer to the original factory installation, follow these steps:
    1. Turn on the computer, after the Dell logo press F8 key repeatedly until the
    Advanced Boot Options menu (Advanced Startup Options).
    2. In Advanced Boot Options, highlight Repair Your Computer and press Enter.
    3. Click Next and logon to the administrator account in the computer.
    4. Click Dell Factory Image Recovery and DataSafe Options; Follow the directions provided.

  6. #16
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    Jun 2012
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    Okay also found this, good idea or bad?
    Removing the UpperFilters and LowerFilters registry values from the Windows Registry is a likely solution to several Device Manager error codes in Windows 7, Windows Vista, and Windows XP.

    Prefer screen shots? Try my Step by Step Guide to Deleting the UpperFilters and LowerFilters Registry Values for an easy walk-through!

    UpperFilters and LowerFilters values, sometimes incorrectly called "upper and lower filters," might exist for several device classes in the registry but those values in the DVD/CD-ROM Drives class tend to corrupt and cause problems most often.

    Note: A few of the more common Device Manager error codes that are often caused by UpperFilters and LowerFilters issues include Code 19, Code 31, Code 32, Code 37, Code 39, and Code 41.
    Difficulty: Easy
    Time Required: Removing the UpperFilters and LowerFilters values in the Windows Registry takes less than 10 minutes
    Here's How:

    Click on the Start button.

    If you're using Windows XP, also click on Run.

    In the search box (Windows 7 and Windows Vista) or the Run textbox (Windows XP) type regedit and click OK or press the ENTER key.

    This will open the Registry Editor program.

    Important: Changes to the registry are made in these steps. Take care in making only the changes outlined below. While it's not a necessary step to complete this process, I recommend that you play it safe by backing up the registry keys you're modifying.

    Locate the HKEY_LOCAL_MACHINE folder under Computer/My Computer and click the |> or (+) icon next to the folder name to expand the folder.

    Continue to expand folders until you reach the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Contro l\Class registry key.

    Click on the |> or (+) icon next to the Class key to expand it. You should see a long list of subkeys open up under Class that look something like this: {4D36E965-E325-11CE-BFC1-08002BE10318}.

    Note: Each 32-digit subkey is unique and corresponds to a particular type, or class, of hardware in Device Manager.

    Determine the Correct Class GUID for the Hardware Device. Using this list, find the correct Class GUID corresponding to the type of hardware that you're seeing the Device Manager error code for.

    For example, let's say your DVD drive is showing a Code 39 error in Device Manager. According to the list above, the GUID for CD/DVD devices is 4D36E965-E325-11CE-BFC1-08002BE10318. Once you know this GUID, you can continue to Step 7.

    Click the registry subkey corresponding to the device's Class GUID that you determined in the last step.

    In the results that appear on the window on the right, locate the UpperFilters and LowerFilters values.

    Note: If you don't see either registry values listed, this solution isn't for you. Double check that you're looking at the correct device class but if you're sure you are, you'll have to try a different solution: How to Fix Device Manager Error Codes.

    Note: If you only see one or the other value, that's fine. Just complete Step 9 or Step 10 below.

    Right-click on UpperFilters and choose Delete.

    Choose Yes to the "Deleting certain registry values could cause system instability. Are you sure you want to permanently delete this value?" question.

    Repeat Step 9 with the LowerFilters value.

    Note: You might also see an UpperFilters.bak or LowerFilters.bak value but you do not need to delete either of these. Deleting them probably won't hurt anything but neither one is causing the Device Manager error code you're seeing.

    Close Registry Editor.

    Restart your computer.

    Check to see if deleting the UpperFilters and LowerFilters registry values solved your problem.

    If you've completed these steps due to a Device Manager error code, you can view the device's status to see if the error code is gone. If you're here because of a missing DVD or CD drive, check Computer or My Computer and see if your drive has reappeared.

    Important: It may be necessary to reinstall any programs designed to utilize the device you've removed the UpperFilters and LowerFilters values for. For example, if you removed these values for the DVD/CD device, you may have to reinstall your DVD burning software.

    Tips:

    Do you still have a yellow exclamation mark in Device Manager even after removing the UpperFilters and LowerFilters values in the registry?

    I recommend returning to the troubleshooting information for your error code and proceeding with some other ideas. Most Device Manager error codes have several possible solutions.

  7. #17
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    Sorry you didn't have good luck with Dell Chat. The DDS log doesn't give info about the warranty, just the date the system was installed. If that was the case then yes, the warranty would be expired it could be that you only had a 90 day warranty.
    Did you access your computer info there as I mentioned because you DON'T use chat for that and it should all be available also. You CAN download the original driver from there. I know this can be done because I just did it with a 6 year old computer I was reformatting without driver disks.

    You might try downloading and installing this driver. I looked throughout Dell and this one is available.

    http://www.dell.com/support/drivers/...iverid=R306360

    Read the install information there. If it doesn't work, nothing lost/nothing gained and it WON'T hurt anything either.

    I personally would not go through all the registry edits without being able to have the guarantee that it would work plus go through the hassle of trying to do all those registry edits and possibly cause other difficulties totally unrelated to the non-working drive. Especially since that is the only problem you are having with the computer. I wouldn't do a reformat either, awfully drastic for a piece of failed hardware. It may be that the drive itself is dead and you wouldn't know that until you were in the middle of the reformat because sometime in there you would have to have a working CD drive...you have to reinstall the drivers and those drivers are on the disk, no guarantee that they would be on the recovery partition. Plus very often the recovery partition reinstall will call for the recovery disk, which, if you burned them as you should have done the first time you booted the computer, would require a working CD drive. If the drive itself IS dead then you are in the same position.

    You can also purchase an external CD/DVD driver. These plug into a USB slot on the OUTSIDE of the computer. Many people use these external drives. Lots of computers don't even come with internal CD/DVD drives.

  8. #18
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    Jun 2012
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    113
    I tried to download the driver using the link that you provided and got a message that the DRIVE could not be located. So I am just frustrated and disillusioned with Dell. According to the information on the Dell webpage I purchased the computer 4/6/2011 which means I am having problems with a practically new computer. I complained about the quality of their product only to be told it was not an equipment issue that it was a Operating System problem probably caused by a virus or spyware. However, my scans all come up clean and the only thing they had me do was press F12 on boot up and the scan said everything tested passed. So I don't know except I will never buy another Dell computer! They offer no tech support without you paying a ridiculously high fee and their extended warranties are also extremely high. If I had looked into this before purchasing a Dell I would not have done so. Anyway another venting rant, thanks for your help! I guess I will consider the external drive if I can't come up with another idea.

  9. #19
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    According to the information on the Dell webpage I purchased the computer 4/6/2011 which means I am having problems with a practically new computer.
    The computer is NOT practically new, it IS almost two years old. This is shown in this thread of yours from June of 2012.

    http://forum.iamnotageek.com/showthr...ll-not-turn-on. and the DDS log run THEN shows the following:

    Install Date: 4/9/2011

    So you PURCHASED the computer on 4/6/2011 and it was built on 4/9/2011

    You had a bad infection and ended up doing a reformat/reinstall of the system on 6/30/2012, which is why that date shows in the current DDS log, that is when the system was reinstalled.

    Sorry, I have to disagree here concerning this policy is just being something exclusive to Dell because it absolutely is not. It is a normal, regular policy with virtually ALL computer manufacturers.

    The maximum warranty period offered, by ALL manufacturers varies by the specific product and model, not just Dell and INCLUDING HP and eMachines, without PAYING for additional Full Warranty period, which I ALWAYS do, is 1 year, many, if not most have a no charge 90 day full warranty (everything covered) and then the rest of the 1st year has a limited warranty, parts but not labor, all of that would be shown when you bought the computer. As I said that varies by the model and product from every manufacturer.
    Since you mentioned HP and eMachines.....
    Here is the information from HP:
    HP products are provided with competitive warranty offerings appropriate to the type of product being purchased. This means that the length of the warranty offered will differ by product.
    Generally speaking, most HP warranties are either one year or three years in length from the Date of Purchase. However, the nature of the warranty provided within that period will also vary by product.
    Generally, HP options are supplied with a one year parts only warranty. HP and a number of HP accredited Service Providers are able to offer a chargeable 'out of warranty' repair service.
    Here is the warranty information from eMachines:

    eMachines Desktop is protected by a standard One Year Limited Warranty from date of purchase. The standard one-year limited warranty offers:
    1. One-year guarantee on parts and labor, Mail in or Carry-In Service.
    2. One-year technical support via telephone.
    3. Products will be free from defects in materials and workmanship for the Limited Warranty Period from the Date of Purchase.

    So you see, HP and eMachines would have told you the very same thing. I don't know of any computer manufacturers that will repair a computer that is out of warranty without charge.
    F.Y.I. here are some other computer manufacturers repair policies and all read pretty much the same:
    SONY: Sony will repair any Sony computer that is still under warranty by Sony free of charge. Regular service fees will apply for systems out of warranty.
    Toshiba: warranty coverage appropriate to the type of product you purchased. This means that the duration of the warranty offered will differ by product but still under warranty there is no charge for parts and labor.
    For computers out of warranty it is possible you may be offered offer free diagnosis for out-of warranty repairs and for a repair, parts and labor charges will apply.
    IBM: warranty begins on the Machine's Date of Installation. The warranty period is from 90 days to 1 year, depending on the model of the machine. When the warranty period has expired charges will be made for parts and service.
    As I said, I ALWAYS purchase at least an additional two year FULL warranty, that gives you full parts and labor for TWO years. Sometime around the middle of the warranty period you are usually offered an additional year for another payment, I usually purchase that also. I have done this with every single computer I have owned...5 in all, 2 Gateway's and 3 Dells. I have used that additional warranty on four of them. The first two Gateway's I owned, desktops, this was way before laptops, had hard drive failures. Both in the 2nd year of ownership. Both hard drives were replaced, one I replaced myself after they mailed me the new hard drive, they sent me the hard drive and the other one they came to my home to replace it. Both of the new hard drives were double the size of the originals. The cost each time was MORE than I had paid for the additional warranty. The Dell desktop I owned had the motherboard, fan, and power supply replace, the cost of those was a lot more than the warranty and all the work was done by a Dell tech sent to my home. That damage really wasn't even the fault of Dell, we had a power outage that also damaged our TV. But my Dell warranty covered my computer. The latest warranty work was done on one of my Dell laptops. Again I purchased that additional Two Year Full warranty especially because it is a laptop and those can be very difficult to work on yourself. This time the heat sink and fan were replaced in my home by a Dell tech. Cost again more than I paid for the additional warranty. All of these "broken" parts occurred in the second year of ownership, the most common time for hardware failure for ALL computers.

    Judging the error you received when attempting to install the driver,
    DRIVE could not be located
    this tells me the drive itself has failed OR the cable that connects the drive to the motherboard may have failed, OR the connection is faulty.

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