Question

I'm having serious problems with my drive. Is there a step by step problem solving procedure?

Answer

This document applies to internal and external Philips optical disk drives.

If you are experiencing problems with your internal or external Philips drive, please follow the steps below to resolve the issue.

What to do: Check if your Philips drive is recognized by Microsoft Windows
How
  Click the Start button 
  Click Control panel
  Double click on System
  Click on the Hardware tab 
  Click on the Device Manager button 
  In the Device Manager tree double click on DVD/CD-ROM drives

 

If you see your Philips drive in the Device Manager, please go to the software checklist section
If the Philips drive is not visible in the Device Manager list, go to the hardware checklist section

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Hardware checklist
Internal Philips drive
What to do: Check if the Philips drive is detected by the PC.
The Philips drive is detected by the PC if it is visible in the BIOS (Basic Input/Output System).
How
  Turn on the PC and press a key to enter the BIOS menu (this key is usually indicated in the corner of the screen. The most common keys are Esc, F1 key, F2 key, F10 key, Del key).  
  Use the up, down, left and right keys to navigate to the BIOS menu item Primary/Slave IDE.
If the Philips drive is not visible in the BIOS, you will have to open the PC and check the cabling on the drive and jumper settings.

Warning:
  Always disconnect the power cable from the computer before handling the drive to prevent electrical damage.  
  Ground yourself and your tools by touching the computer cover or frame before handling the drive to prevent damage to the electrical components.  
  Avoid touching the pins with pliers to avoid bending the pins.


Master/Slave Jumper setting
What to do: Check master/slave jumper
If the Philips drive is the only drive in the PC, the jumper should be set to Master. If the Philips drive is added as a second drive the jumper should be set to Slave (default).
How
  Power down the PC.  
  Open the PC.  
  Look at the side of the Philips drive where the pins can be seen.  
  The jumper settings diagram (Master/Slave) is printed on the drive. Change the jumper to the right setting.


Data Cable
  Make sure the data cable is correctly connected to the Philips drive and the motherboard.
Red side (A) should be connected to pin 1 (see image below).


  Make sure the flat cable that is attached to the drive is correctly connected (see image below).


Power Cable
  Make sure the power cable is properly connected to the Philips drive. Try another free power cable if the current one doesn't work.

External Philips drive
What to do: Check power cord
How: Press the Open/Close button on the front of the external Philips drive.
The Philips drive is powered correctly when the tray can be opened and closed using the button on the front.
Make sure the power supply is connected to a live power outlet, and try to reconnect the power connector to the external Philips drive.

What to do: Check USB connection
How:
  Connect another USB device to the cable.  
  Use another USB cable to connect the external Philips drive.  
  Use another USB port on your computer.

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Software checklist
What to do: Check firmware version with Philips Intelligent Agent.
How:
 Download and install the Philips Intelligent Agent.  
  Run the Philips Intelligent Agent.  
  If new firmware is available, upgrade your Philips drive.

What to do: Try burning with a quality brand CD/DVD disk.
How
  Buy a quality brand CD/DVD and burn information to that media. Quite often cheap disks can cause read/write errors.
  Use Nero CD-DVD Speed to test the burning process on your drive.  

What to do: Visit the FAQ site for your burning software.
How:
  If none of the above has worked, please visit the support site for the CD/DVD burning software. It is likely that some of the software settings are incorrect.

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