Getting Help
HP DVD-Writer
ways to get help
troubleshooting application
Oftentimes, you can troubleshoot a problem yourself by running the troubleshooting application. Double-click the HP DVD Writer icon on your desktop, then click Help,
Troubleshooting.
English
hp customer care online
Visit the HP Customer Care Support web site at http://productfinder.support.hp.com/ tps/Hub?h_product=hpdvdprodu63714&h_lang=en&h_tool=prodhomes for up-to-date information 24 hours a day, seven days a week. You will find troubleshooting documents, maintenance and efficiency tips, and ideas for using your product.
hp customer care by email
Email support is free and available worldwide in English only. To receive email support:
1.Print the system report. Double-click the HP DVD Writer icon on your desktop, then click Help, Troubleshooting, Contact HP, Display the system report. Having this report available will help you with step 2.
2.Go to the Email Support web site at http://contact.external.hp.com/email and select your drive. Fill out the form using the information from the system report, then click Submit.
your local reseller
If you need help with your drive, your local reseller has the latest information regarding HP products and services and can provide support under HP’s comprehensive menu of reseller services. If your reseller is not able to help, you can obtain support from HP directly. The list of telephone numbers begins on page 5.
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hp customer care by phone
HP Customer Care will provide you with personal service to help you get the results you expect from your HP drive. To contact your personal HP Customer Care consultant by telephone, call the number for your region listed under the section “telephone numbers” on page 5.
NOTE: Prices and information are subject to change without notice.
before you contact hp
■Check the troubleshooting tips provided in the printed Quick Start and online User’s Guide. To open the online User’s Guide, double-click the HP DVD Writer icon on your desktop, then click Help, Online User’s Guide.
■If you received an error message, write it down before you call.
■Make sure you are at your computer and have your drive installed when you call.
■Gather the information in the table below. If your computer is working, doubleclick the HP DVD Writer icon on your desktop, then click Help,
Troubleshooting, Contact HP, Display the system report. For help finding information, see “where to find this information” on page 3.
Gathering Information
Drive series number
Drive firmware version
Drive serial number
Computer brand and model
Operating system and version?
Amount of memory installed
Other CD-ROM or DVD-ROM drives? yes/no (If yes, list them)
Sound card?
Video capture device (HP DVD-Writer only)
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Gathering Information
Error message displayed when the problem occurred
Recent changes made to your computer’s hardware or software
What you’ve already done to try to solve the problem
where to find this information
Drive series number
The drive’s series number appears on the front of the HP drive. Example: dvd200i series
Drive firmware version
You can find the firmware version by running the system report. Double-click the HP DVD Writer icon on your desktop, then click Help, Troubleshooting, Contact HP.
Example: Firmware: 1.0
Drive serial number
On some models, you can find the serial number by running the system report. Double-click the HP DVD Writer icon on your desktop, then click Help, Troubleshooting, Contact HP. If the serial number is not listed in the system report, it appears on the underside of the drive’s tray. The serial number is also always on the main label on the top of the drive. On external drives the serial number appears on the back of the drive.
Computer brand and model
The computer brand appears on the front of your computer and in the documentation that came with your computer. Example: HP Pavilion 8490
Operating system and amount of memory (RAM) installed
In Windows 95/98/Me, from the Start menu on the taskbar, select Settings and then Control Panel. Double-click System. Select the General tab. The version number appears below Microsoft Windows and the amount of memory installed is displayed in the lower part of the screen. Example: 4.10.1998 and 128.0 MB RAM
In Windows NT, while signed on as Administrator, from the Start menu on the task bar, select Programs, Administrative Tools (Common), and Windows NT Diagnostics. Select the Version tab and write down the version number and service
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pack number; for example: 4.00.1381 and Service Pack 3. Then select the Memory tab and write down the amount of memory listed under Physical Memory - Total;
for example: 32 MB RAM
In Windows 2000, from the Start menu on the task bar, select Settings, Control Panel. Double-click System. Select the General tab. Write down the version number and amount of memory installed. Example: 5.00.2195 and 128 MB RAM.
In Windows XP, click Start, Control Panel, Performance and Maintenance,
System. Select the General tab. Write down the version number and amount of memory installed. Example: 2002 and 128 MB RAM.
Other CD-ROM or DVD-ROM drives
In Windows 95/98/Me, from the Start menu on the taskbar, select Settings and then Control Panel. Double-click System. Select the Device Manager tab. Doubleclick CDROM. Write down the names of the devices that are displayed.
Example: Toshiba DVD-ROM SD-M1202
In Windows NT, from the Start menu on the taskbar, select Settings and then Control Panel. Double-click SCSI Adapters. Look for CD-ROMs or DVD-ROMs in the computer by double-clicking the entries displayed. Example: Toshiba CD-ROM XM-6102B
In Windows 2000, from the Start menu on the task bar, select Settings, Control Panel. Double-click System. Select the Hardware tab. Click the Device Manager button. Double-click DVD/CD-ROM drives. Write down the names of the devices that are displayed.
In Windows XP, click Start, Control Panel, Performance and Maintenance, System. Select the Hardware tab. Click the Device Manager button. Double-click DVD/CD-ROM drives. Write down the names of the devices that are displayed.
Sound card
In Windows 95/98/Me, from the Start menu on the taskbar, select Settings and then Control Panel. Double-click System. Select the Device Manager tab. Doubleclick Sound, video, and game controllers. Write down the names of the devices that are displayed. Example: Sound Blaster
In Windows NT, from the Start menu on the taskbar, select Settings and then Control Panel. Double-click Multimedia, select the Devices tab, and double-click Audio Devices. The sound card is listed under Audio Devices.
Example: Sound Blaster
In Windows 2000, from the Start menu on the task bar, select Settings, Control Panel. Double-click System. Select the Hardware tab. Click the Device Manager
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button. Double-click Sound, video, and game controllers. Write down the names of the devices that are displayed.
In Windows XP, click Start, Control Panel, Performance and Maintenance,
System. Select the Hardware tab. Click the Device Manager button. Double-click Sound, video, and game controllers. Write down the names of the devices that are displayed.
Video Capture Device
Check the documentation that came with your video capture device.
telephone numbers
For telephone number updates:
http://www.hp.com/support/phone_support/
US
During Warranty Period
Free phone support is available for customers whose drives are still within their stated warranty period. Note: This is a toll call and long distance charges may apply.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .208-323-2551
After Warranty Period
A fee of $25 US dollars per call will be charged to Visa, MasterCard, or American Express. Representatives are available Monday through Friday 6am to 10pm Mountain Time (MT), Saturday 9am to 4pm MT, closed Sunday. Note: Charges begin only when you have connected to a Support Consultant. Prices and information are subject to change without notice. . . . . . . . . . . . . . .208-323-2551
other regions
Canada
Use the HP Customer Care numbers below during and after your product's warranty period. Support is provided free of charge during the warranty period. A per-incident charge applies after the warranty period. NOTE: Long-distance charges may apply.
HP Customer Care in English and French . . . . . . . . . . . . . . . . . . . 905-206-4663
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Europe/Middle East/Africa
For phone support in Europe please check for the details and conditions of phone support in your region by consulting the following website: http://www.hp.com/ cposupport/loc/regional.html. Alternatively, you can ask your dealer or call HP at the phone number indicated below. As part of our constant efforts to improve our phone support service, we advise you to check our website on a regular basis for new information regarding service features and delivery.
Austria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0810 00 6080 Belgium
- Dutch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .02 626 88 06 - French . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 626 88 07 Czech Republic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .02 613 07 310 Denmark . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 29 40 99 Finland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 03 47 288 France . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 08 36 69 60 22 (Euro 0.34/min) Germany. . . . . . . . . . . . . . . . . . . . . . . . . . . .0180 52 58 143 (Euro 0.12/min) Greece . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .01 60 73 603 Hungary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 01 382 1111 Ireland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .01 662 55 25 Israel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 09 952 4848 Italy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .02 2 641 0350 Netherlands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .020 606 87 51 Norway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .22 11 62 99 Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .022 865 98 00 Portugal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 317 6333 Russia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 095 797 3520 South Africa. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . inside RSA 086 000 1030
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . outside RSA +27-11 258 9301 Spain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90 23 21 123 Sweden. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .08 61 92 170 Switzerland (French/Italian/German) . . . . . . . . . . . . . . . . . . . . 08 48 80 11 11 Turkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 579 7171 United Kingdom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0207 512 52 02 English language support for
other countries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +44 207 512 52 02
Latin America
Use the HP Customer Care numbers below during and after your product's warranty period. Support is provided free of charge during the warranty period. A per-incident charge applies after the warranty period. NOTE: Long-distance charges may apply.
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Argentina . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0 810 555 5520 Brazil . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sao Paulo 3747 7799
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . rest of country 0 800 157751 Chile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (56) (2) 800 360 999 Colombia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 800 114726 Guatemala . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 800 999 5105 Mexico . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mexico City 5258 9922
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . rest of country 01 800 472 6684 Venezuela and MSC (Central, Caribean). . 0 800 HP INVENT (0 800 47 468368)
Asia/Pacific
Use the HP Customer Care numbers below during and after your product's warranty period. Support is provided free of charge during the warranty period. A per-incident charge applies after the warranty period. NOTE: Long-distance charges may apply.
Australia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (03) 8877 8000
China . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hotline (010) 6564 5959
Hong Kong SAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 800 967729
India. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (91) 11 682 6035
Indonesia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .350 3408
Korea . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .(02) 3270 0700
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .080 999 0700 (toll free)
Malaysia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .295 2566
New Zealand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0800 733 547
Philippines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .867 3551
Singapore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (65) 272 5300
Taiwan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (02) 2717 0055
Thailand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 661 3900
Vietnam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .823 4530
returning a drive
If your HP drive requires repair or replacement and is under warranty, call the appropriate number for your region from the list beginning on page 5 to receive instructions.
If your HP drive is out of warranty, you can replace the drive for a fee. We do not repair drives. For out-of-warranty replacement options, call the appropriate number for your region from the list beginning on page 5 to receive instructions.
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laser safety
This unit employs a laser. Do not remove the cover or attempt to service this device due to the possibility of eye damage.
CAUTION
Use of controls or adjustments or performance of procedures other than those specified herein may result in hazardous laser radiation exposure.
Contains: Class 1 Laser Product
Innehåller: Klass 1 Laserapparat
Sisältää: Luokan 1 Laserlaite
Enhält: Klasse 1 Laser-Produkt
DANGER: INVISIBLE LASER RADIATION WHEN OPEN. AVOID DIRECT EXPOSURE TO BEAM.
DANGER: RADIATIONS INVISIBLES DU LASER EN CAS D’OUVERTURE. EVITER TOUT EXPOSITION DIRECTE AU FAISCEAU.
VORSICHT: UNSICHTBARE LASERSTRAHLUNG, WENN ABDECKUNG GEÖFFNET. NICHT DEM STRAHL AUSSETZEN.
ADVARSEL: USYNLIG LASERSTRÅLING VED ÅBNING. UNDGÅ UDS/ETTELSE FOR STRÅLING.
ADVARSEL: USYNLIG LASERSTRÅLING NÅR DEKSEL ÅPNES. UNNGÅ EKSPONERING FOR STRÅLEN.
VARNING: OSYNLIG LASERSTRÅLNING NÄR DENNA DEL ÄR ÖPPNAD. STRÅLEN ÄR FARLIG.
VARO! NÄKYMÄTÖN AVATTAESSA OLET ALTTIINA LASERSÄTEILYLLE. ÄLÄ KATSO SÄTEESEN.
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