lost dvd drives

catcat · Post by **catcat** » Sun Apr 08, 2007 10:08 pm

I have just loaded factory 6 and find that both my dvd drives have an exclamation mark beside them when view through control panel/ system / device manager and when I check the properties I get [ Windows cannot initialize the device driver for this hardware. (Code 37) ].

They are also missing from ( my computer ).

I have tried uninstalling the drives and reinstalling them but get the same results.

The only way I can recover my drives is to system restore to a time before I loaded Factory.

Has anyone come up against the same problem or could help me solve it.

Would any of the other software I have loaded be causing the problem. Particularly Roxio dvd Creator.

etech6355 · Post by **etech6355** » Mon Apr 09, 2007 12:35 am

Yes, packet writing software can cause this to occur.
I believe that Roxio uses "Drag 2 Disk".

There are a few ways to troubleshoot:
When you look under Device Manager your drives probably have ? exclamation marks next to them (as not loaded properly).
Right click on the dvd drive & select Un-Install and XP will un-install the device.
While still in the "Device Manager" screen right-click on the top "Computer" Icon
and select "Scan for hardware Changes", the drive that you un-installed will be recognized again and XP will attempt to load the correct driver.
If the drive isn't restored properly then there's a driver conflict.

Did you get any errors during the installation of MF6?
If you don't use Roxio Drag2Disk maybe remove it, but even with Drag2Disk installed I don't think you should get this error.
Sounds like something in the MF6 installation didn't complete properly.
Maybe performing a Repair to the MF6 installation will correct this.

garuth · Post by **garuth** » Sat Apr 14, 2007 5:07 pm

Did you ever get this resolved catcat? I too have the same problem.

catcat · Post by **catcat** » Sat Apr 14, 2007 8:41 pm

I tried all the suggestions from etech6355 but none worked. Anyone any other suggestions.

mazarebacha · Post by **mazarebacha** » Mon Apr 16, 2007 8:23 pm

I have spent two days now calling everyone from mircosoft, samsung, mcafee, just to find out now it is the this stupid software
I am sure no one cares that the customer waste days tring to figure this out.
piece of crab company, worthless junk, here is a word SERVICE, they will ask 50 million question but do not put a warning on the site.
this company should get sued

garuth · Post by **garuth** » Tue Apr 17, 2007 4:21 pm

I too, have contacted their customer service, and tech support with this problem. I am yet to hear from them either. Very poor support on their part. I have bought several of their products over the years, but I think that is about to stop and I will look elsewhere for my photo editing products.

Very unhappy customer....

freddotu · Post by **freddotu** » Thu Apr 19, 2007 2:12 am

I have a client with this problem and with exhaustive research, found this link:

http://www.driverzone.com/forum/showthread.php?tid=1885

I haven't had a chance to test it, as I've not heard back from the client, but the responses posted to that particular forum look promising.

Good luck

sjj1805 · Post by **sjj1805** » Thu Apr 19, 2007 2:18 am

If removing the upper and lower filters does not work then follow my troubleshooting guide.

Troubleshooting your computer

etech6355 · Post by **etech6355** » Thu Apr 19, 2007 3:25 am

Personnally I wouldn't edit any registry settings if after installing a program somethings wrong.
Common sense would be the program you installed is the problem.

The only way I can recover my drives is to system restore to a time before I loaded Factory.

I take it you removed MF6 first and rebooted.

There is a problem with MF loading on this machine. Removing registry entrees can only make matters worse or disable a feature on the drives.

catcat · Post by **catcat** » Thu Apr 19, 2007 8:53 pm

I have now solved my problem. I uninstalled Roxio Creator 7.5. Installed Ulead. and then reinstalled Roxio (using custom install) without Drag 2 Drop and Napster. Both programes now work fine.

etech6355 was right about packet writing, but I had to remove Roxio and reinstall it without Drag 2 Drop in order to get it to work.

I also tried changing the registry as suggested but although this displayed the drives in My Computer I was unable to access them.

Many thanks etech6355 for your help

etech6355 · Post by **etech6355** » Thu Apr 19, 2007 9:27 pm

catcat,

I also tried changing the registry as suggested but although this displayed the drives in My Computer I was unable to access them.

It's helpful to know when performing any editing of the registry that you can easily backup just the settings you plan to change.

Before making changes to the Registry:
In Regedit on the left pane right_Click on the Key your making changes to and select "Export", save the file to your local drive (it will be assigned a .reg extension).
This can be your backup file of the original settings to restore if any changes don't work correctly.

If you have problems due to any changes you've made then double_clicking on the backup file with the .reg extension runs a windows utility that asks you if you want to add this information back into to the registry.

Glad to hear you have it working. Every computer setup is different from the next.

sjj1805 · Post by **sjj1805** » Thu Apr 19, 2007 11:26 pm

John,
I forgot to put that bit into the troubleshooting post - I will pop it in now.
Thanks for reminding me

garuth · Post by **garuth** » Mon Apr 30, 2007 3:27 am

Believe or not, I am still awaiting a response from ULEAD on this. Customer Support obviously is not really 'customer support'.

sjj1805 · Post by **sjj1805** » Mon Apr 30, 2007 3:47 am

Try:
http://support.microsoft.com/kb/320553/CD-ROM drive or DVD-ROM drive appears to be missing after you install Windows XP or Windows Vista Beta 2

etech6355 · Post by **etech6355** » Mon Apr 30, 2007 3:58 am

garuth,
Since your stating you have the same problem as this thread, that your optical drives are not showing up under "My Computer" then maybe you can try this which stops the ulead drivers from installing at startup. We are talking about not being able to see your optical drives under windows explorer or "My Computer", not burning a dvd that fails or a case where you can see the optical drives in explorer but MF can't use them. In other words windows cannot see the drives because they fail to load on startup.

All you would want to do is disable / stop these 2 services from running.
First, if these services are running then stop them by hitting STOP Service.
Then temporarily change them to disabled and reboot the computer.

The 2 services are "Ulead Burner Helper" and "Capture Device Service" in the windows Administrative services screen.

Here's instructions:
http://phpbb.ulead.com.tw/EN/viewtopic. ... 317#113317

I don't believe the Capture Device Service should affect the drives but the Ulead Burner Helper is a driver for the optical drives.
If this works (after you reboot), then enable the "Capture Device Service" and reboot again. If your drives appear back after disabling the "Ulead Burner Helper" from loading then check your machine for other cd/dvd driver programs. There's probably another driver accessing the optical drives and it's conflicting with the ulead driver.

Hope you make some progress.

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