IBM 10K0001 User Manual

Appendix A. Problem solving

Computer problems can be caused by hardware, software, or user error. Using the information in this section, you might be able to solve problems yourself or gather helpful information that you can pass on to a service technician. You might also need to refer to your computer, operating-system, or sound-adapter documentation.

Review the following list for any problem description that might fit your situation.

v Your computer or DVD-ROM drive does not operate correctly, or the busy

indicator light does not come on.

Take the following actions:

1. Check that the disc is loaded with the label side up.

2. Check that all devices are properly connected to the computer and to the

electrical outlet.

3. Turn off the computer, unplug the cables for your computer and all

attached devices, and remove the computer cover.

4. Check that all power and IDE cables are securely attached. Disconnect

the IDE cable and check for bent or misaligned pins. If you do not find any problems, reconnect the interface cable. Replace the computer cover, and reattach all cables and power cords. Turn on the computer, restart the operating system, and attempt to open the loading tray by pressing the Open/Close button. If the tray fails to open and the busy indicator does not light, turn off the computer and try using another 4-pin dc power cable.

5. Check that the color-coded edge on the IDE cable aligns with pin 1 on

the IDE port and is closest to the power cable on the DVD-ROM drive. See “Step 5. Attaching the cables to the drive” on page 1-6.

6. Check the DVD-ROM drive and any other device on the IDE cable for

the proper settings. See “Step 3. Setting the configuration jumpers” on page 1-5.

7. If the middle connector on the IDE cable is attached to the IDE port on

the system board, remove the connector and reattach the cable. If there is only one device on the IDE port, attach the connector at one end of the cable to the IDE port and the connector at the other end to the device, leaving the middle connector (if there is one) open.

If there are two devices on the IDE port, attach the connector at one end of the cable to the IDE port. If there is a hard disk drive, attach it to the connector at the other end of the cable, and attach the DVD-ROM drive to the middle connector.

v You cannot access the DVD-ROM drive, or the DVD-ROM (CD-ROM)

icon is not displayed.

When the DVD-ROM drive is properly installed, a DVD-ROM or CD-ROM icon is displayed in the My Computer window. Double-click My Computer.If a CD-ROM icon is not present in the window that opens, verify that the drive has been properly installed. Verify that the configuration jumper is set properly. See “Step 3. Setting the configuration jumpers” on page 1-5. Restart your computer. If a drive icon is still not found, continue with the following steps.

1. Click Start, then click Settings, and then click Control Panel.

2. Click System.

3. Click the Device Manager tab.

4. Double-click View Devices by Type.

5. Select Hard Disk Controllers from the list displayed in the Device

Manager window. Verify that there are no conflicts with the controller. The device status indicates whether the controller is working properly.

6. Select CD-ROM from the list that is displayed in the Device Manager

window. Verify that a CD-ROM device is present in the list and that no conflicts exist. The device status indicates whether the device is working properly.

7. Click OK.

8. Close all windows and restart the computer.

If the device icon is still not present, check cable connections and device-jumper settings, and resolve any conflicts that might exist.

v The DVD-ROM drive is not recognized by the operating system, or the

drive performs erratically.

Some computers have Compatible and High Performance modes for mass storage devices. Normally, the DVD-ROM drive functions better under the High Performance mode. However, if your drive is not functioning properly in that mode, you might need to use the Compatible mode.

Use the following procedure to check the configuration-setup information for your computer.

1. Access your configuration utility program.

2. Select Devices.

3. Scroll down to the Mass Storage Devices section.

Refer to the documentation that comes with your computer for additional details on selecting IDE performance modes.

v The computer does not recognize the DVD-ROM drive after the device

drivers are loaded.

A-2 16X Max DVD-ROM Drive: User’s Guide

Check for incompatibilities among the DVD-ROM drive device driver and other device drivers or other hardware in your computer. Create a system diskette with minimum CONFIG.SYS and AUTOEXEC.BAT system files.

1. Before creating special CONFIG.SYS and AUTOEXEC.BAT files, make a

backup copy of these files in a convenient directory. From a DOS prompt, do the following:

a. Type copy CONFIG.SYS CONFIG.IBM and press Enter. b. Type copy AUTOEXEC.BAT AUTOEXEC.IBM and press Enter.

2. Insert a blank, formatted diskette into the diskette drive.

3. Copy the CONFIG.SYS and AUTOEXEC.BAT files onto the diskette.

4. Turn off the computer and ensure that the system diskette, the diskette

that you created is in the diskette drive.

5. Restart the computer (the computer starts up from the system diskette).

6. Observe the startup messages and ensure the device driver

IBMIDECD.SYS loads. When MSCDEX loads, observe the drive letter that the computer assigns to the DVD-ROM drive.

7. Load a data CD into the loading tray; then wait until the Busy indicator

is not lit.

8. Attempt to read the disc by typing dir x:, where x is the DVD-ROM

drive assigned after the MSCDEX message. – If the computer is able to read the disc, a conflict probably exists

among the device drivers that are loaded by the CONFIG.SYS or AUTOXEC.BAT file. You need to resolve this device conflict. Refer to the documentation that comes with your computer for more information on resolving device conflicts.

– If you are unable to access the disc, you might have a hardware

problem. If you are unable to read the disc or a drive letter is not assigned by MSCDEX, go to the next step.

9. Turn off the computer, unplug the cables from the electrical outlets for

your computer and all attached devices, and remove the computer cover.

10. Disconnect the IDE and power cables for all IDE devices except the

DVD-ROM drive.

11. Configure the DVD-ROM drive as a master and connect it to the last

IDE connector on the primary IDE port.

12. Reinstall the computer cover. Reconnect the keyboard; plug the power

cords into electrical outlets.

13. Insert the system diskette in the diskette drive and a data disc in the

DVD-ROM drive.

14. Restart the computer.

15. Attempt to read the disc by typing dir C: (the DVD-ROM drive is

drive C because it is the only device that is connected to the IDE port.)

Appendix A. Problem solving A-3

– If the computer is able to read the disc, a conflict probably exists

with one of the devices that are installed on your computer. You need to resolve this device driver conflict. Check the configuration jumper settings for the other devices or refer to our device documentation.

– If you are unable to access the disc, you might have a hardware

problem. If the DVD-ROM drive still does not read the data disc, the DVD-ROM drive might be defective. Go to “Appendix B. Help and service information” on page B-1.

v The disc cannot be read.

Take the following actions:

1. The disc might be dirty; clean it as described in “Caring for a CD or

DVD” on page 1-11.

2. The disc might be defective; try another disc.

3. The disc is not ISO-9660, High Sierra Group (HSG), or Universal Disc

Format (UDS) compatible. Check with your place of purchase.

v There is no sound from the disc.

1. Check that you are not using a data CD.

2. Adjust the volume control on the drive. See ″Front view of the drive″ on

page 1-3.

3. Adjust the audio-adapter volume control. See the documentation that

comes with your audio adapter and audio-CD player program.

4. Turn off the computer, unplug the cables from the electrical outlets for

your computer and all attached devices, and remove the computer cover. Ensure that the audio-signal cable connects the DVD-ROM drive with the sound adapter.

v You receive a common error message.

Take the following actions for these common error messages: – CDR-103

The disc in the DVD-ROM drive is not High Sierra, ISO 9660, or UDF format. The DVD-ROM drive does not support the media.

– CDR-101

The ″not ready reading the drive″ situation occurs if you try to access the DVD-ROM drive before the drive is ready. The busy indicator lights when you attempt to access the drive after loading a disc into the loading tray. Wait until the busy indicator is no longer lit before attempting to access the drive.

v The connectors on the audio cables that are provided do not fit the

connector on your audio adapter.

Some audio adapters might require a special cable. See the documentation that comes with your audio adapter.

A-4 16X Max DVD-ROM Drive: User’s Guide

You might have to separately purchase an audio cable for the DVD-ROM drive. If you are using an IBM computer or IBM audio adapter, refer to “Appendix B. Help and service information” on page B-1.

v There is CD sound from the computer speakers, but not from the drive

headphone-jack.

– Check in Device Manager that the DVD-ROM drive is not configured for

digital audio extraction. If it is, deselect the digital audio feature to enable the headphone jack.

v ″Unable to Create Overlay Window″ message appears when you use DVD

Express with Windows 95, Windows 98, or Windows 2000.

1. Your video device driver needs an update to enable overlay support.

Contact the manufacturer of your video card or your computer for updates.

2. The resolution of your screen might be too high. Try setting the screen to

800 x 600 x 16 bpp at 60 hz.

v DVD movies do not start automatically when inserted into the DVD-ROM

drive.

1. Autoplay is turned off. Follow these instructions to turn on Autoplay: a. Click Start, then click Control Panel, and then click Device Manager. b. Check Auto Insert Notification.

2. DVDs that contain both programs and DVD Video content will autoplay

the program content. To view the video content, start DVD Express manually. For more information on starting DVD Express manually, see “Viewing a DVD movie” on page 1-10.

v Video appears to be choppy or is dropping frames.

1. Ensure that DMA is turned on for your computer hard disk drive controller.

2. The resolution of your screen might be too high. Try setting the screen to 800 x 600 x 16 bpp at 60 hz.

3. If your computer processor has less power than a Pentium II 450, some jerkiness is normal on certain DVDs.

Changing the Windows 98, Windows 95, Windows Me, and Windows 2000 device drivers

Windows 98, Windows 95, Windows Me, and Windows 2000 have two device driver configuration parameters: Auto Insert Notify and DMA.

The Auto Insert Notify parameter enables the computer to start audio CD software as soon as a CD is inserted into the CD-ROM drive.

The DMA parameter improves system performance by having the system DMA controller take over the function of moving data from the CD to memory,

Appendix A. Problem solving A-5

freeing the system microprocessor to perform more important tasks. For example, activating DMA might make movies and games run more smoothly because the microprocessor will have more time to manage the video.

Changing the Auto Insert Notify and DMA parameters

To change these parameter settings from the Windows 98, Windows 95, or Windows Me desktop, do the following:

1. Click Start, then click Settings, and then click Control Panel.

2. Double-click System.

3. Click the Device Manager tab.

4. Double-click CD-ROM.

5. Click Properties.

6. Select Settings.

7. Click Auto Insert Notification or DMA.

8. Click OK.

To change these parameter settings from the Windows 2000 desktop, do the following:

1. Click Start, then click Settings, and then click Control Panel.

2. Click System.

3. Click Hardware.

4. Click Device Manager.

5. Double click IDE ATA/ATAPI Controllers.

6. Double click the IDE channel.

7. Select Advanced Settings.

8. Under Transfer Mode, select DMA (if available).

9. Reboot the computer

1. If more than one IDE channel is listed, repeat steps 1 through 9 for each channel.

A-6 16X Max DVD-ROM Drive: User’s Guide

Appendix B. Help and service information

This section contains information on how to obtain online and telephone technical support.

Online technical support

Online technical support is available during the life of your product. Online assistance can be obtained through the Personal Computing Support Web site and the IBM Automated Fax System.

Online technical support

IBM Personal Computing Support Web site http://www.ibm.com/pc/support IBM Automated Fax System 1-800-426-3395 (U.S. and Canada)

During the warranty period, assistance for replacement or exchange of defective components is available. In addition, if your IBM option is installed in an IBM computer, you might be entitled to service at your location. Your technical support representative can help you determine the best alternative.

Telephone technical support

Installation and configuration support through the HelpCenter will be withdrawn or made available for a fee, at IBM’s discretion, 90 days after the option has been withdrawn from marketing. Additional support offerings, including step-by-step installation assistance, are available for a nominal fee.

To assist the technical support representative, have available as much of the following information as possible:

v Option name v Option number v Proof of purchase v Computer manufacturer, model, serial number (if IBM), and manual v Exact wording of the error message (if any) v Description of the problem v Hardware and software configuration information for your system

If possible, be at your computer. Your technical support representative might want to walk you through the problem during the call.

For the support telephone number and support hours by country, refer to the following table or to the enclosed technical support insert. Support phone numbers are also available by clicking HelpCenter phone list on the IBM support Web page at

http://www.ibm.com/pc/support

If the number is not provided, contact your IBM reseller or IBM marketing representative. Response time may vary depending on the number and nature of the calls received.

Support 24 hours a day, 7 days a week

Canada (Toronto only) 416-383-3344 Canada (all other) 1-800-565-3344 U.S.A. and Puerto Rico 1-800-772-2227

B-2 16X Max DVD-ROM Drive: User’s Guide

Appendix C. Product warranties and notices

The warranty statements consist of two parts: Part 1 and Part 2. Part 1 varies by country. Part 2 is the same for both statements. Be sure to read both the Part 1 that applies to your country and Part 2. v United States, Puerto Rico, and Canada (Z125-4753-05 11/97) (Part 1 -

General Terms on page C-1)

v Worldwide except Canada, Puerto Rico, Turkey, and United States

(Z125-5697-01 11/97) (Part 1 - General Terms on page C-5)

v Worldwide Country-Unique Terms (Part 2 - Country-Unique Terms on page

C-8)

IBM Statement of Limited Warranty for United States, Puerto Rico, and Canada (Part 1 - General Terms)

This Statement of Warranty includes Part 1 - General Terms and Part 2 Country-unique Terms.The terms of Part 2 may replace or modify those of Part

1.The warranties provided by IBM in this Statement of Warranty apply only to Machines you purchase for your use, and not for resale, from IBM or your reseller. The term ″Machine″ means an IBM machine, its features, conversions, upgrades, elements, or accessories, or any combination of them. The term ″Machine″ does not include any software programs, whether pre-loaded with the Machine, installed subsequently or otherwise. Unless IBM specifies otherwise, the following warranties apply only in the country where you acquire the Machine. Nothing in this Statement of Warranty affects any statutory rights of consumers that cannot be waived or limited by contract. If you have any questions, contact IBM or your reseller.

Machine - 16X Max DVD-ROM Drive Warranty period* - One Year

* Contact your place of purchase for warranty service information. Some IBM Machines are eligible for on-site warranty service depending on the country where service is performed.

The IBM Warranty for Machines

IBM warrants that each Machine 1) is free from defects in materials and workmanship and 2) conforms to IBM’s Official Published Specifications. The warranty period for a Machine is a specified, fixed period commencing on its Date of Installation. The date on your sales receipt is the Date of Installation, unless IBM or your reseller informs you otherwise.

During the warranty period IBM or your reseller, if approved by IBM to provide warranty service, will provide repair and exchange service for the Machine, without charge, under the type of service designated for the Machine and will manage and install engineering changes that apply to the Machine.

+ 19 hidden pages