hp-support-head-portlet

Actions
Loading...

Welcome to HP Customer Support

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    We are upgrading our website

    If you experience errors during this time, please try again later. 

hp-concentra-wrapper-portlet

Actions
Loading...

HP PCs - CD/DVD Drive Is Not Detected (Windows 10, 8)

This document is for HP and Compaq computers with Windows 10 or 8.
When you try to burn or read a disc, nothing happens or an error stating that the drive cannot be found displays in the CD/DVD burning software.
If a window does not open when discs are inserted into the drive and the drive does not display in File Explorer, refer to The CD/DVD drive does not display.
If Windows recognizes the CD/DVD drive, but the disc burning software does not detect the drive, refer to Software for burning discs does not recognize the drive.
The CD/DVD drive does not display
If a window does not open when discs are inserted into the drive and the drive does not display in File Explorer, then Windows does not recognize the drive. Use these steps to troubleshoot this condition.
  note:
If you have a new notebook computer, make sure the computer actually has a CD/DVD drive. Several models of notebook computers do not come with CD/DVD drives, and must use an external USB drive or other solution.
  note:
If you upgraded your computer to Windows 10 or to Windows 8 and the drive was working before, but is no longer working correctly, you can save time by starting with Clear the upper and lower registry filters to remove the upper and lower control filters from the registry.
Step 1: See if the drive appears in BIOS
If a window does not open when discs are inserted into the drive and the drive does not display in File Explorer, it might be a problem with the BIOS. The BIOS in your computer manages all communication between the hardware components and the operating system. If the operating system does not recognize the CD/DVD drive, check the BIOS and see if it is recognized there. Use the following steps to access the BIOS:
If there is no CD/DVD drive listed in BIOS, the problem is probably hardware-related.
If a CD/DVD drive name is listed in BIOS, the BIOS recognizes the device and the problem is most likely software-related. Continue to check the drive name in Device Manager.
Step 2: Check the drive name in Device Manager
If a window does not open when discs are inserted into the drive and the drive does not display in File Explorer, it might be a problem with the BIOS. Once you have checked if the CD/DVD drive appears in the BIOS, check the drive name in Device Manager. Use the following steps to reinstall the drive in Device Manager and 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, skip to the step to Reset the computer power.
    Image of Device Manager window showing location of DVD/CD-ROM drives
  3. Right-click the drive name and select Uninstall.
    Image of Device Manager window, uninstall DVD/CD-ROM drive
    If a confirmation window opens, click 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).
  4. In Device Manager, click Action, select Scan for hardware changes, then wait for Windows to find and install the CD/DVD drive.
    Image of Action menu in Device Manager with Scan for hardware changes selected
    When the installation finishes, the drive name should display in Device Manager.
  5. Open the DVD/CD-ROM drive category again and do the following actions depending on what displays in DVD/CD-ROM drives:
    • If CD/DVD drive name is missing displays, 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 and skip to Reset the computer power to reset power and reseat the drive cables if necessary.
    • If drive name is shown with an alert icon displays (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, 39 or 41 displays in Device Status, a problem exists with the integration of previous CD burning software. Use Clear the upper and lower registry filters to remove associated control filters from the registry.
      • For any other error, refer to the information that is provided with the error code.
    • If 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 once 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. To access the BIOS, turn off the computer, then restart using the following steps:
      1. Press and hold the power button for 5 seconds to turn off your computer completely.
      2. Turn on the computer and immediately press the F10 key repeatedly until the BIOS Setup Utility screen displays.
      To reset the BIOS, use one of the following sets of steps, depending on the type of computer you are using:
      • To reset the BIOS on a notebook computer, press F9 to Setup Defaults, press Enter, then press F10 again to Save and Exit.
      • To reset the BIOS on a desktop computer, use the arrow keys to navigate to the File tab, select Apply Defaults and Exit, press Enter, 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. Use the steps in Software for burning discs does not recognize the drive to make the disc burning software detect the drive.
Step 3: Use the Hardware and Devices troubleshooter
If a window does not open when discs are inserted into the drive and the drive does not display in File Explorer, it might be a problem with the hardware. Once you have checked the BIOS for problems, use the Hardware and Devices troubleshooter to check the hardware for problems. Windows includes a troubleshooter that checks hardware, such as CD/DVD drives, for problems. Follow these steps to use the Hardware and Devices troubleshooter to check for problems:
  1. In Windows, search for and open Find and Fix Problems.
  2. Under System and Security, click Find and fix problems.
    Image of Control Panel window, Find and fix problems
  3. Under Hardware and Sound, click Configure a device.
    Image showing Troubleshooting window, Configure a device selected
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.
  4. Click Next.
  5. Windows checks for problems. If the troubleshooter detects problems, follow the instructions to fix the problem.
    If the drive is still missing after using the troubleshooter, continue to the next step.
Step 4: Reset the computer power
Under certain conditions the 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. To reset the drive, follow these steps:
  1. Press and hold the power button for 5 seconds to turn off your computer completely.
  2. Wait until the computer fully shuts down, then disconnect the power cord from the computer.
  3. If you have a notebook computer, remove all batteries from their compartments, wait 10 seconds, then reinsert the battery (or batteries). If your notebook computer has a battery that is sealed within the computer's case, a battery that cannot be removed easily, 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 open stating that Windows is installing new hardware, wait for Windows to finish before checking to see if the CD/DVD drive is available.
If the drive is still missing after resetting power, check the drive cable connections on desktop computers, or clear the upper and lower registry filters for notebook computers.
Step 5: Check drive cable connections (desktop tower computers only)
If you are using a desktop computer, perform the steps in this section to check the CD/DVD drive cable connections. If you are using a notebook computer, skip to the step to Clear the upper and lower registry filters.
  warning:
The edges of metal panels can cut skin. Be careful not to slide skin along any interior metal edge of the computer.
  caution:
This product contains components that can be damaged by electrostatic discharge (ESD). To reduce the chance of ESD damage, work over a noncarpeted floor, use a static dissipative work surface (such as a conductive foam pad), and wear an ESD wrist strap connected to a grounded surface.
  1. Turn off the computer, unplug all cords from the computer, then press the Power button for five seconds.
  2. Remove the side panel.
    Removing the side panel
  3. Gently disconnect both the data cable and the power cable from the back of the CD/DVD drive.
      Photograph showing the back of hard drives inside the computer with the data and power cables called out
    1. Power cable
    2. Data cable
  4. Reinsert the power and data cables into the back of the drive making sure the cables fit snugly into their connectors and make sure there are no bent pins.
  5. Gently remove and reinsert the CD/DVD drive data cable from the connector on the motherboard. Be careful not to dislodge other cables.
  6. If the CD/DVD drive is not original equipment and was recently added, make sure the drive cables are installed correctly.
  7. Replace the cover and plug in the power, keyboard, mouse, and video cables.
    Replacing the side panel
  8. Check if the drive name appears in BIOS using the following steps:
    1. Turn on the computer and immediately press the F10 key repeatedly until the BIOS Setup Utility screen displays.
    2. Use the arrow keys to navigate to the Storage tab.
    3. Use the arrow keys to select Device Configuration, then press Enter.
    4. Look for a CD/DVD drive entry in the Device Configuration sub-screen.
      Example of CD/DVD drive listing in BIOS
    5. Press the Esc key to exit Device Configuration.
    6. Press the Esc key again, press Enter, then press Enter again to Ignore Changes and Exit.
      The computer exits the BIOS and starts into Windows.
  9. Do one of the following actions depending on what is listed in the BIOS:
    • If the drive name appears, 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 to check the drive name in Device Manager to see if the drive name appears in Device Manager and 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. For more information about testing for CD/DVD drive hardware failures, go to Testing for Hardware Failures (Windows 10, 8).
Step 6: Clear the upper and lower registry filters
Clear the registry filters for Device Manager error codes 10, 19, 31, 32, 39 or 41 using the following steps:
  1. Unplug all non-essential external plug and play devices, especially cameras. Then complete the following steps.
  2. In Windows, search for and open regedit.
  3. Select Computer in the main window.
    Image of Registry Editor
  4. Click File, click Export, type a filename that is easy for you to remember, then click Save.
    A copy of the registry has been saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file and double-click it to restore the registry.
  5. Click the arrow next to each of the following items in the list:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  6. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure 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.
    Image of LowerFilters entry in Registry Editor
  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 and restart the computer. The disc drive should now be recognized by Windows. You might need to uninstall your disc recording software, restart the computer, reinstall the CD/DVD writing software, then restart the computer again if the software no longer recognizes the drive (see next section).
Step 7: Test for CD/DVD drive failure
If you suspect that the drive might be bad after using the previous steps, test the drive to see if the hardware has failed. For more information about testing for CD/DVD drive hardware failures, go to Testing for Hardware Failures (Windows 10, 8).
If the drive test fails, the drive needs to be replaced or the computer needs to be serviced.
Software for burning discs does not recognize the drive
If the CD/DVD writing software displays notification that no drive is detected, use the steps in this section.
  note:
Disc recording software applications that come with HP and Compaq computers are made to recognize only the original CD/DVD drives that come with the computer. If you have added a new drive, use the disc burning software that came with the drive or use the native burning capabilities of Windows.
CyberLink Power2Go error message stating that no  disc burning drive is available
Step 1: Reinstall disc recording software
Upgrading the operating system or installing certain types of software can cause other recording software to lose their 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.
To correct the problem and allow the software to detect the drive again, uninstall the CD/DVD recording software, restart the computer, reinstall the disc recording software, then restart the computer again.
  note:
If the CD/DVD writing software that you use was purchased separately, uninstall the software, restart, then use its installation discs to install the software, then restart again.
The following procedure is an example of how to correct a No burner is currently available message in CyberLink Power2Go.
  note:
Those familiar with editing the Windows registry can save time by adding a LowerFilters value to the Windows Registry instead of reinstalling the software. To do so, skip to the step to Replace the PxHelp20registry value.
  1. Uninstall CyberLink Power2Go from Programs and Features:
    1. In Windows, search for and open Apps & features.
    2. Scroll down to Related settings, then click Programs and Features.
    3. Right-click CyberLink Power2Go, then click Uninstall.
      Uninstalling Cyberlink Power2Go
    4. Uninstall Cyberlink Power2Go.
  2. After CyberLink Power2Go has been uninstalled, restart the computer.
  3. After the computer restarts, select your operating system for more information about reinstalling Cyberlink Power2Go:
    • Windows 10: Check the Microsoft Store. Many of the apps that came pre-installed on your computer are available to download for free in the Microsoft Store app. For more information and support, go to Issues with Apps in Windows 10.
      If you do not find the software in the Microsoft Store, then go to the HP Customer Support - Software and Driver Downloads page. If a Let's identify your product to get started page displays, select your computer type, type the model name of your computer, and then click Submit. From the list of available software and driver categories, find the software or driver you are looking for, click the category name, and then click Download.
    • Windows 8: Use the HP recovery process to install the original drivers and software that came with your computer. Recovery Manager enables you to choose specific hardware or drivers to reinstall. For more information refer to Using Recovery Manager to Restore Software and Drivers (Windows 8)
  4. Follow the on-screen instructions to reinstall Cyberlink Power2Go, and then open the app.
  5. Confirm that a drive name displays as the destination selection.
After the CD/DVD software is reinstalled and the computer has been restarted, it should recognize the CD/DVD drive. If the drive is not recognized, continue to replace the PxHelp20 registry value.
Step 2: Replace the PxHelp20 registry value
Use the following steps to replace the PxHelp20 registry value:
  1. In Windows, search for and open regedit.
  2. Select Computer in the main window.
    Figure : Registry Editor
    Image of Registry Editor
  3. Click File, Export, type a filename that is easy for you to remember, and click Save.
    A copy of the registry has saved for back-up purposes to the Documents folder. If problems occur after using these steps, browse to the file and double-click it to restore the registry.
  4. Click the arrow next to each of the following items in the list:
    • HKEY_LOCAL_MACHINE
    • SYSTEM
    • CurrentControlSet
    • Control
    • Class
  5. Select 4D36E965-E325-11CE-BFC1-08002BE10318. Make sure you have selected this exact key name.
  6. If a LowerFilters value is listed on the right side of the registry editor window, click 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 (the window pane listing all the values within the key).
  8. Select New, then click Multi-String Value.
    Image of right-click menu in Registry Editor, showing New, Multi-String Value
  9. Replace the default text for the new value by typing the following then pressing Enter:
    LowerFilters
  10. Right-click the new LowerFilters value and 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.
    Image of Registry Editor showing new PxHelp20 LowerFilters key
  13. Close the Registry Editor and restart the computer. The disc drive should now be recognized by your recording software. If not, continue to the next step.
Step 3: Get the latest drive firmware updates from HP
Go to the HP website to see if there are any drive firmware and/or recording software updates available. Use the following steps:
  1. If a Let's identify your product to get started page displays, click Laptop or Desktop. Type the model name for your HP or Compaq computer in the search field, and then click Submit. For example, type Pavilion HPE h8-1360t Desktop, and then click Submit.
    You might need select a model number from a list before you can access your product support page. If so, select your model number from the list.
    Click model number
    The software results page for your computer displays with the operating system selected.
  2. If you need to change the operating system, click Change, select your version, and then click Change.
    Change your computer operating system
  3. From the list of available software and driver categories, click the Firmware category, and then look for any available CD/DVD firmware updates (for example: HLDS CH10L DVD-R/RW drive firmware update). If you find a firmware update, select the ones that apply.
  4. Click the Software - Multimedia and Software - Solutions categories and look for any available recording software updates (for example: CyberLink Power2Go update). If you find an update, select the ones that apply.
  5. Click the Download button, and then follow the on-screen instructions to download and install each applicable update.
Once you have installed the updates or if no updates were available, continue to the next step.
Step 4: Restore system files
Use Microsoft System Restore to return the system back to a time when the CD/DVD writing software was known to work. For more information, refer to the HP Support document Using Microsoft System Restore (Windows 10, 8).
If a System Restore does not resolve the problem, you can perform a system recovery to return the computer software configuration back to its original state. Depending on your version of Windows, go to one of the following HP support documents for more information:
Step 5: Test for CD/DVD drive failure
If you suspect that the drive might be bad after using the previous steps, test the drive to see if the hardware has failed. For more information about testing for CD/DVD drive hardware failures, go to Testing for Hardware Failures (Windows 10, 8)
If the drive test fails, the drive needs to be replaced or the computer needs to be serviced.

hp-feedback-input-portlet

Actions
Loading...

hp-online-communities-portlet

Actions
Loading...

Ask the community!


Support Forum

Support Forum

Join the conversation! Find Solutions, ask questions, and share advice with other HP product owners. Visit now


hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Africa

hp-detect-load-my-device-portlet

Actions
Loading...