Follow

Nothing happens when I insert the disc

If you have purchased one of our products and your computer won't read the disc, please firstly check if the product you have comes on a CD or DVD (Hint - It tells you on the front of the box in the top left hand corner). If the product comes on a DVD, please check that you're putting the disc into a DVD drive. DVD's will not work in CD drives!

If you're sure you have a DVD drive and the disc still won't work, please try it in another computer and see if it works or not. That will tell you if the disc is faulty or if there is a problem with your drive reading the disc. If the disc won't work on another computer there's a good chance the disc is faulty, in which case please return it to the retailer for a replacement.

If the disc works in another computer but won't work in your computer, it could just be that your DVD drive requires a firmware update.

Firmware is the software that's loaded onto the drive itself that controls how it operates. From time to time, optical drive manufacturers release firmware updates to resolve certain problems and to make their drives compatible with different types of media.

For your convenience we've collated together direct links to the 4 most common drive manufacturers firmware update pages.

DISCLAIMER! - Focus Multimedia Ltd is not responsible for, and will not have any liability arising from the use of these Third Party Sites or any files downloaded from them. None of the sites that the links below point to are under control of Focus Multimedia Ltd.

To find out who the manufacturer is of your optical drive and what the model number is, follow the steps below:

  • Click the Windows "Start" button then right click on "Computer" (or "My Computer" or "This PC") and choose "Manage".
  • In the "Computer Management" window that appears, click "Device Manager" in the pane on the left, then expand "DVD/CD-ROM drives" in the pane on the right and you'll see the manufacturer and model number of the optical drive in your system as shown in the screenshot below:
  • As you can see in the screenshot above the optical drive in this case is an _NEC DVD_RW ND-3500AG. The manufacturer is _NEC, it's a DVD-RW drive and the model number is ND-3500AG. So to find updated firmware for that you would click on the 'DVD Writer ND Series' link under the 'Sony NEC Optiarc' heading.

Once you've found the correct firmware for your drive, please follow the instructions carefully on the manufacturers website as to how to update the firmware on your drive.

If your computer is supplied by a manufacturer such as HP, Dell, Mesh, Fujitsu-Siemens etc, you must go directly to the relevant manufacturers website and NOT use the links below. Doing so may damage your drive!

DISCLAIMER! - Focus Multimedia Ltd is not responsible for, and will not have any liability arising from the use of these Third Party Sites or any files downloaded from them. None of the sites that the links below point to are under control of Focus Multimedia Ltd.

Sony NEC Optiarc

Firmware Update Procedure Click the link above for instructions as to how to update the firmware on your optical drive.

Samsung/Toshiba (TSSTCorp)

All Drives - Enter the model number of your drive into the search box to search for firmware updates.

LiteOn

All Drives - Select "Optical Storage" from the Category drop down list, choose your drive model number from the "Model Number" list then click "Search".

LG

All Drives - Select "DVD-ROM (Writer)" or "Combo Drive" from the "Product" drop down list depending on the type of drive you have, select your version of Windows from the "O/S" drop down list then click "Search".

If this still does not help, please try the disc in another computer, if the same happens in another computer, then we know that the issue lies with the disc itself. If however, the disc works in another computer, then we know that the disc is fine, and that the issue is specific to your PC.

If the issue is specific to your PC, Please do the following…

  1. Click the Windows "Start" button.
  2. Click "Run", or if you’re using Vista or Windows 7, click "All Programs, Accessories, Run".
  3. Type "dxdiag" and then click "OK". 
  4. Click the "Save all information" button and save the DxDiag.txt file to your desktop

Attach the DXDIAG.EXE file to a support ticket along with a description of the problem and the "Part No" (as printed on the disk) of the product.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk