HP PCs - CD/DVD drive is not detected (Windows 10)

Check the CD/DVD drive name in Device Manager, and then reinstall the drive in Device Manager to determine if Windows is able to recognize the drive.

1. In Windows, search for and open Device Manager.

2. Double-click DVD/CD-ROM drives to expand the category.

   If DVD/CD-ROM drives is not in the list, go to Reset the computer power to resolve issues with the CD/DVD drive.

   

3. Right-click the drive name, and then select Uninstall.

   

4. If a confirmation window opens, select OK or Yes.

   The drive name is removed from the list (and the DVD/CD-ROM drives category is removed if there is only one drive).

5. In Device Manager, click Action, select Scan for hardware changes, and then wait for Windows to find and install the CD/DVD drive.

   

   When the installation finishes, the drive name should display in Device Manager.

6. Open the DVD/CD-ROM drive category again and do one of the following actions depending on what displays in DVD/CD-ROM drives:

   • If CD/DVD drive name is missing is displayed, the drive is not being detected by Windows. Scan for hardware changes again to attempt to detect the drive. If the drive is still not detected, close Device Manager, reseat the drive cables if necessary, and go to Reset the computer power to resolve issues with the CD/DVD drive.

   • If the drive name is displayed with an alert icon (the drive icon is marked with an alert symbol ), double-click the drive name to find more information. Do the following depending on what displays in the Device Status section:

     • If error code 10, 19, 31, 32, 30, or 41 displays in Device Status, a problem exists with the integration of previous CD burning software. Go to Clear the upper and lower registry filters to remove associated control filters from the registry.

     • For any other error, see the information that is provided with the error code.

   • If the drive name is shown with a disabled icon (the drive icon is marked with an arrow pointing down ), the drive has been disabled. Right-click the drive name and select Enable. You might have to restart the computer. The drive should work correctly after it is enabled.

     If the drive cannot be enabled, a required software service or driver is disabled or not functioning properly.

     • Double-click IDE ATA/ATAPI controllers in Device Manager to see if there are any problems and troubleshoot them according to the error codes.

     • Resetting the BIOS might also resolve this problem.

       1. Turn off the computer.

       2. Press the Power button, and then repeatedly press esc until the Startup Menu opens, and then press f10 to access the BIOS.

       3. On a notebook computer, press f9 to Setup Defaults, press enter, and then press f10 to save and exit.

          On a desktop computer, use the arrow keys to navigate to the File tab, select Apply Defaults and Exit, press enter, and then press enter again to confirm.

   • If the CD/DVD drive is listed as normal, with no special icons , Windows detects the drive but other software used to burn discs might not detect the drive. Go to Software for burning discs does not recogonize the drive for the steps to make the disc burning software detect the drive.

If a window does not open when you insert a disc into the CD/DVD drive and the drive does not display in File Explorer, it might be a problem with the hardware. Windows includes a troubleshooter that checks hardware, such as CD/DVD drives, for problems.

1. In Windows, search for and open Control Panel.

2. In the Control Panel Search field, type troubleshooting, and then press enter.

   

3. In the Troubleshooting window, select Hardware and Sound, and then scroll down to select Video Playback.

   

4. Follow the on-screen prompts to detect and resolve any problems.

Under certain conditions the CD/DVD drive might lose communication with Windows even after restarting Windows, which can cause problems with CD or DVD detection. Resetting the computer power can fix this problem.

1. Press and hold the Power button for 5 seconds to turn off your computer completely.

2. Wait until the computer fully shuts down, and then disconnect the power cord from the computer.

3. If you have a notebook computer, remove all batteries from their compartments, wait 10 seconds, and then reinsert the battery (or batteries). If your notebook computer has a battery that is sealed within the computer case or a battery that cannot be removed easily, or if you have a desktop computer, skip this step.

4. After waiting at least 10 seconds, reconnect power to the computer.

5. Turn on the computer and wait for Windows to start. If any messages display indicating that Windows is installing new hardware, wait for Windows to finish before checking to see if the CD/DVD drive is available.

If you are using a desktop computer, perform the steps in this section to check the CD/DVD drive cable connections.

1. Turn off the computer, disconnect all cords from the computer, and then press the Power button for five seconds.

2. Remove the side panel.

   CAUTION:

   The edges of metal panels can cut skin. Be careful not to slide skin along any interior metal edge of the computer.

   

3. Gently disconnect both the data cable and the power cable from the back of the CD/DVD drive.

   

   1. Power cable

   2. Data cable

4. Reconnect the power and data cables into the back of the drive, making sure that the cables fit snugly into their connectors and there are no bent pins.

5. Gently disconnect and reconnect the CD/DVD drive data cable from the connector on the system board. Be careful not to dislodge other cables.

6. If the CD/DVD drive is not original equipment and was recently added, make sure that the drive cables are installed correctly.

7. Replace the cover and connect the power, keyboard, mouse, and video cables.

   CAUTION:

   The edges of metal panels can cut skin. Be careful not to slide skin along any interior metal edge of the computer.

   

8. Confirm whether the drive name displays in the BIOS. See Verify whether a desktop PC CD/DVD drive displays in the BIOS.

9. Do one of the following actions depending on what is listed in the BIOS:

   • If the drive name is displayed, the drive is recognized by the BIOS and should also be recognized by Windows.

     • If Windows recognizes the drive, you are finished.

     • If Windows does not recognize the drive, repeat the steps in Check the CD/DVD drive name in Device Manager. Then, troubleshoot disc burning software if needed.

   • If the drive name still does not display, replace the cable, the drive, or have the computer serviced.

     Note:

     If you suspect that the drive might be bad after using these steps, test the drive to see if the hardware has failed. Go to Test for optical drive hardware failure.

Clear the registry filters for Device Manager error codes 10, 19, 31, 32, 39 or 41.

1. Disconnect all non-essential external plug and play devices, especially cameras.

2. In Windows, search for and open regedit.

   If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.

   

3. Select Computer in the main window.

   

4. Click File > Export, type a filename that is easy for you to remember, and then click Save.

   A copy of the registry is saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file, and then double-click it to restore the registry.

5. Click the arrow next to each of the following items in the list to expand the items:

   • HKEY_LOCAL_MACHINE

   • SYSTEM

   • CurrentControlSet

   • Control

   • Class

6. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure that you have selected this exact key name.

7. If a LowerFilters value is listed on the right side of the registry editor window, select the LowerFilters value and press the delete key. Confirm the deletion by clicking Yes.

   

8. If an UpperFilters value is also listed, select UpperFilters in the right side of the window and press the delete key. Confirm the deletion by clicking Yes.

9. Delete all other UpperFilters and LowerFilters values within the 4D36E965-E325-11CE-BFC1-08002BE10318 key if any exist.

10. Close the Registry Editor, restart the computer, and then wait until Windows configures the necessary drivers for new hardware. The disc drive should now be recognized by Windows.

11. You might need to uninstall your disc recording software, restart the computer, reinstall the CD/DVD writing software, and then restart the computer again if the software no longer recognizes the drive. See Software for burning discs does not recognize the drive.

Upgrading the operating system or installing certain types of software can cause other recording software to lose connection to the drive. Installing software that can burn discs, some music software, and some DVD authoring/decryption software can cause these types of problems.

1. In Windows, search for and open Add or remove programs.

2. Right-click CyberLink Power2Go, and then click Uninstall.

3. After you uninstall CyberLink Power2Go, restart the computer.

4. After the computer restarts, check the Microsoft Store. Many of the apps that came preinstalled on your computer are available to download for free in the Microsoft Store app. For more information and support, go to HP PCs - Issues with Apps in Windows 10.

5. Follow the on-screen instructions to reinstall Cyberlink Power2Go, and then open the app.

6. Confirm that a drive name displays as the destination selection.

Replace the PxHelp20 registry value.

1. In Windows, search for and open regedit.

2. Select Computer in the main window.

   

3. Click File > Export, type a filename that is easy for you to remember, and then click Save.

   A copy of the registry is saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file, and then double-click it to restore the registry.

4. Click the arrow next to each of the following items in the list to expand the items:

   • HKEY_LOCAL_MACHINE

   • SYSTEM

   • CurrentControlSet

   • Control

   • Class

5. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure that you have selected this exact key name.

6. If a LowerFilters value is listed on the right side of the registry editor window, select the LowerFilters value and press the delete key. Confirm the deletion by clicking Yes.

7. With the 4D36E965-E325-11CE-BFC1-08002BE10318 key still selected, right-click any blank area of the right side of the Registry Editor window (that is, the window pane listing all the values within the key).

8. Select New > Multi-String Value.

   

9. Replace the default text for the new Multi-String value by typing the following and then pressing enter:

   LowerFilters

10. Right-click the new LowerFilters value, and then select modify.

11. Type the following into the Value Data field:

    PxHelp20

12. Click OK.

    A new LowerFilters value containing PxHelp20 is listed in the Registry Editor window.

    

13. Close the Registry Editor and restart the computer. The disc drive should now be recognized by your recording software. If not, update your firmware.

Learn how to find driver updates on the HP website.

1. Go to the HP Customer Support - Software and Driver Downloads page.

2. If a Let's identify your product to get started page opens, click Laptop or Desktop.

3. Type the model name for your computer in the Or, enter your serial number field, and then click Submit. For example, type Pavilion HPE h8-1360t Desktop, and then click Submit.

   

4. If a Matching products webpage opens, select your model number from the list.

5. The software results page for your computer displays with the default operating system selected. If you need to change the operating system, click Change, select your version, and then click Change.

   Note:

   If the operating system you want is not on the list, HP does not have drivers for that operating system. Use a different method to download software and drivers.

   

6. From the list of available software and driver categories, click the category name, and then click Download.

   CAUTION:

   Sometimes there is more than one download available for a component, such as several DVD firmware updates. If this happens, identify the component installed in your computer, and then download the appropriate file. To find the name of a component, search for and open Device Manager. Find the component, and then expand the category (for example, DVD/CD ROM drives). The category lists the component’s original manufacturer name.

   

7. Follow the on-screen instructions to install the software or driver.