Plextor 12-20D User Manual

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---- CHAPTER 13 ----

Contacting Plextor’s

Technical Support

Department

YOUR TASK: Learn the variety of methods you can use to contact

Plextor’s Technical Support Department. Learn what information you should gather before contacting Plextor’s Technical Support Department.

YOUR OBJECTIVE: Know how to get in contact with Plextor if you

experience any problems installing or operating your 12/20PleX CD-ROM drive.

YOUR METHOD:

If you experience a problem while installing or operating your 12/20PleX drive, please

refer first to the troubleshooting chapter (Chapter 12) in this manual. It contains

solutions to the most common types of problems fielded by our technical support staff. Our Technical Support Department will help you solve problems that relate specifi-

cally to your 12/20PleX drive. In many cases, a problem that appears to be caused by your CD-ROM drive actually originates in another part of your computer. In such instances, our technical support staff will try to help you identify the part (e.g., SCSI interface board) at fault, and will refer you to the manufacturer of that part for further assistance.

Although we think highly of the capabilities of our technical support staff, we recognize that they do suffer from some limitations; namely, they do not possess psychic or telepathic powers. Therefore, their ability to help you depends a great deal on your ability to help them. You must act as their eyes and ears as they try to diagnose and fix your problem. If you gather the information requested on the following page before you contact them, you will find that your problem can be resolved much more quickly.

Plextor’s Technical Support Department is available Monday through Friday, 6:30 a.m. to 5:30 p.m., PST. We are closed on weekends and some holidays.

Store Plextor’s e-mail, Web site, phone, fax, and BBS numbers in a convenient location. Keep your drive’s serial number and a copy of your sales receipt handy, as well.

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CHAPTER 13 ---- Contacting Plextor’s Technical Support Department

How to Contact

There are four ways for you to contact Plextor’s Technical Support Department:

Send us e-mail at to frequently asked questions.

2) Log on to our BBS (2400/9600/14.4/28.8/MNP, V.42bis) at 408-986-1569. You will find a great deal of useful information and software on our BBS. It includes:

• Device drivers for various SCSI interface boards and soundboards (available only to those who have purchased these boards directly from Plextor).

• Utilities to enhance the operation of your drive.

• Discussions of various technical problems you might encounter,

with suggestions as to how you might fix or circumvent them.

• In addition, you can upload questions you have about the installa-

tion or operation of your 12/20PleX drive. A member of Plextor’s technical support staff will respond to your question either by phone or modem.

3) Send a fax to the attention of the Technical Support Department at 408-986-

1010. Include your telephone number and the hours during which you can be reached. Be as detailed as possible in describing your problem. It typically is

useful if you also send a printout of your AUTOEXEC.BAT and CONFIG.SYS files.

4) Call 800-886-3935 and select the technical support extension.

support@plextor.com., or visit our Web site for answers

Before You E-mail/Log On/FAX/Call

Please gather as much of this information as possible: ✓ The serial number of your CD-ROM drive (your serial number can be found both

on the warranty card that accompanied the drive and on a label on the drive itself).

✓ The name and model number of your SCSI interface board (e.g., Future Domain

TMC-1610, Adaptec AHA-1515, Trantor T-130).

✓ The version of the software device drivers that came with your SCSI interface board

(this typically is found on the label of the floppy disk which contains the device drivers).

✓ The version of the Windows, DOS, Mac, Novell, OS/2 or UNIX operating system

you are using.

✓ The brand name and model number of your computer (e.g., Dell 466/NP, Micron

P66PCI Powerstation, ALR Evolution V, Apple Macintosh Performa 575).

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CHAPTER 13 ---- Contacting Plextor’s Technical Support Department

✓ The type of VGA, Super VGA, or other graphics card you use. ✓ Brand name and model number of any other peripherals you have installed/

connected to your computer (e.g., scanner, fax board, network board).

Returns

You must receive an RMA (Returned Materials Authorization) number from our Technical Support Department before any Plextor CD-ROM drive can be returned for repair or replacement. Any drive sent to Plextor without an RMA number will not be accepted. Drives must be sent postage prepaid. We recommend that you insure your shipment, as Plextor cannot be held responsible for any damage that may occur during shipment.

Helpful Contacts (Phone/FAX/BBS/Web)

COMPANY PHONE FAX BBS

Product Web address

Adaptec 408-945-8600 408-262-2533 408-945-7727

SCSI interface boards www.adaptec.com

AMC 206-882-0587 206-861-8391 ----

Audio cables cust.svc@amcdirect.com

Basin Comp. 800-238-4453 818-598-0110 818-597-0275

SCSI interface boards

Diamond 408-736-2000 408-325-7000 408-524-9301

Soundboards www.diamond.com

DPT 407-830-5522 407-260-5366 407-830-1070

SCSI interface boards www.dpt.com

DTC 408-942-4000 408-942-4052 408-942-4010

SCSI interface boards www.datatechnology.com

Future Domain 714-455-8100 714-253-0429 714-253-0432

SCSI interface boards www.adaptec.com

FWB 415-325-4392 415-833-4653 ----

Mac device drivers www.fwb.com

Pacific Inter Connects 408-654-0234 408-982-9329 ----

Audio cables www.piccable.com

Plextor 408-980-1838 408-986-1010 / 408-986-1569

Recommend SCSI soundboards, audio cables, and all other technical support needs

www.support@plextor.com

Trantor (see Adaptec listing)

SCSI interface boards and Mac device drivers

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---- CHAPTER 14 ----

Specifications

PX-20TSi Internal PX-20TSe External

Disc

Useable Formats CD-DA; CD-ROM Mode 1; CD-DA; CD-ROM Mode 1;

CD-XA Mode 2, Form 1 & 2; CD-XA Mode 2, Form 1 & 2; Multi-session Mode 1 & 2; Multi-session Mode 1 & 2; CD UDF (variable packets); CD UDF (variable packets); CD+G; CD+Midi CD+G; CD+Midi

Disc Type ISO 9660-HFS; Rockridge; ISO 9660-HFS; Rockridge;

PhotoCD; Video CD; CD-I; PhotoCD; Video CD; CD-I; CD-Extra (CD-Plus); CD-Extra (CD-Plus);

Enhanced CD; CD-R; Enhanced CD; CD-R; Disc Diameter 12 cm. (60 min. & 74 min.) 12 cm. (60 min. & 74 min.) Rotational Speed at

12/20X

Performance

Data Transfer Rate Sync Async

Random Access 95 ms 95 ms Data Buffer 512 KB 512 KB Optical Pickup

Laser Spindle Motor

Error Rate Mode 1: 1 Block/1012 Bits; Mode 1: 1 Block/1012 Bits;

Front Panel

Indicator (LED) DISC IN; Power ON/BUSY DISC IN; Power ON/BUSY Disc Loading Automatic; tray Automatic; tray Headphone Jack Stereo mini-jack, Stereo mini-jack,

Volume Control Wheel Knob Wheel Knob Play Button Play, Forward, Skip Play, Forward, Skip Stop/Eject Button Stop, Eject Stop, Eject

Inner Track: 6360 rpm Inner Track: 6360 rpm

Outer Track: 4000 rpm Outer Track: 4000 rpm

1.8--3.0 MB/sec.; 1.8--3.0 MB/sec.;

Burst: 10 MB/sec. Burst: 10 MB/sec.

Burst: 5.0 MB/sec. Burst: 5.0 MB/sec.

Semiconductor Semiconductor

Brushless Brushless

Mode 2: 1 Block/10

0.9V at 32 Ohms 0.9V at 32 Ohms

Bits Mode 2: 1 Block/109 Bits

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CHAPTER 14 ---- Specifications

PX-20TSi Internal PX-20TSe External Rear Panel

Power Supply DC +5V; DC +12V AC 100-240V 50/60 Hz., Power Switch ---- Tumbler Type: 3A, 250V Interface Connector SCSI, 50-Pin SCSI, Two 50-Pin

Header Type High-density Connector Audio Output Analog Output, Analog Output, RCA Jacks

Molex Connector

(P/N 50083-8014 4-pin)

Use Molex Housing

(P/N 51030-0430 4-pin) Jumper Switches SCSI ID, Parity, Term, ----

Test, Block, Eject DIP Switch ---- Parity, Term, Test

Block, Eject

Rotary Switch ---- SCSI ID

Environmental Conditions

Operating Temperature 0 to 45 degrees Celsius 0 to 45 degrees Celsius Humidity 20 to 80% 20 to 80%

Noncondensing Noncondensing Storage Temperature --40 to 60 degrees Celsius --40 to 60 degrees Celsius Humidity 10 to 95% 10 to 95%

Noncondensing Noncondensing

Dimensions and Weight

Dimensions (W/H/D) 5.79" x 1.64" x 7.95" 7.0" x 2.24" x 12.03" Weight 2.4 lbs. 5.7 lbs.

Reliability

MTBF 100,000 POH 100,000 POH Tray Loading 50,000 Times 50,000 Times

12/20PLEX OPERATION MANUAL

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---- APPENDIX ----

Windows 95 Drivers

and Installation Guide

Quick Install

Windows 95 should automatically recognize and support your SCSI controller and Plextor CD-ROM drive. Microsoft has included a generic CD-ROM device driver in the operating system. They have also included numerous controller specific drivers on the Windows 95 CD-ROM. If you connect your Plextor drive to a previously installed and operating SCSI controller, Windows 95 will recognize the new controller and ask you to insert the Windows 95 CD-ROM so it can obtain the necessary file. If you purchased your SCSI controller in a Plextor kit, you can use either the Windows 95 CD or the Plextor Manager floppy disk to provide the necessary file. If you purchased your new SCSI controller from another source, you must use the Windows 95 CD. If Windows 95 does not have the necessary file, you will need to use software provided by the manufacturer of the SCSI controller. If you encounter any problems, we suggest you read the following detailed instructions.

Detailed Instructions

If the Quick Install description above does not work, this section will tell you a little about the Windows 95 operating system, help you figure out what your current system configuration is, and then walk you through the installation. If you are lucky, this process will be close to ‘‘Plug and Play’’. Either way, don’t worry. You will soon be using the highest performance CD-ROM drive around. If you have any problems at all, our technical support staff will help you out. They can be reached toll-free at 800-886-3935.

Microsoft has incorporated ‘‘Plug and Play’’ software into Windows 95. Theoretically, this enables true Plug and Play peripherals, such as your Plextor CD-ROM drive, to configure themselves automatically after installation. You have been hearing about Plug and Play for a long time now from everyone and their brother. The reality: Anyone telling you their product was Plug and Play prior to August 24, 1995 (the Windows 95 release date) was pulling your leg. The unfortunate thing is that even now things are not quite as automatic as they should be. That’s all right though----Plextor will make it work for you.

For a true Plug and Play experience while installing a SCSI peripheral many things are required. Your system must have Plug and Play BIOS available either on the motherboard or on a Peripheral Component Interconnect (PCI) SCSI controller. All PCI controllers have this capability. Your controller itself must also have its own Plug and

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Appendix ---- Windows 95 Drivers

Play capabilities. Again all PCI controllers include these features. Your SCSI controller must also be SCAM capable. It may sound like a con game, but actually SCAM stands for SCSI Configured Auto Magically (sure it sounds hokey, but we didn’t make it up). Others may refer to it as SCSI Configured AutoMatically.

Any combination of up to seven internal and external devices can be attached to a single SCSI controller. Each must be set to a unique ID number (0--6) for identification purposes in your computer system. SCAM is the Plug and Play feature that overrides whatever a device’s SCSI ID is set to (physically, via jumpers or switches on the back of the drive) and makes sure each device has a unique ID.

The problem is that even with all the delays in releasing Windows 95, most peripheral manufacturers were not fully prepared to implement SCAM. As a result, this was removed from the final list of requirements for obtaining the ‘‘Designed for Microsoft Windows® 95’’ certification.

Your computer’s capabilities are pretty much out of our control. On the other hand, your Plextor drive is fully SCAM capable. Benevolent folks that we are, if you bought a Plextor ‘‘kit’’ you also have a SCAM capable SCSI controller in front of you----wouldn’t make much sense to sell you a true Plug and Play drive and some old technology controller board, would it? You can also buy SCAM capable controller kits off the shelf at most computer stores by now. It is possible that you have a PCI SCSI controller, which means you are in really good shape, especially if you have already installed Windows 95. We also include a floppy disk that gives you some great utilities and makes this whole Plug and Play thing work (more on that coming up).

To the best of our knowledge, Plextor’s 4PleX Plus was the first ever SCAM capable CD-ROM drive----another first for Plextor. Of course, as we revise this in 1997, those other guys are still pulling your leg. Just because they say Plug and Play it doesn’t mean it’s true. And all those Windows 95 logos you see do not really promise Plug and Play; they only promise functionality once you finally get the device installed and configured properly.

So, let’s say your computer is Plug and Play or you have a PCI SCSI controller, your SCSI controller and Plextor CD-ROM drive are SCAM capable, and you have successfully installed Windows 95. No problem, right?

Wrong. In Windows 95

various files are used to support different SCSI controllers (think of them as device drivers). Unfortunately, different files are used in a SCAM environment than are used in a non-SCAM environment. To make matters worse, some Windows 95 releases will not recognize when your controller is SCAM capable and load the correct file. Instead, since SCAM was not a requirement for logo certification by the time Windows 95 was released, and most devices were not yet capable, it automatically loads the files that support the non-SCAM device.

As you might suspect by now, Plextor fixes this problem for you. Just pay close attention to the instructions and everything will work out fine. Now that we have bored you with the history and current state of Plug and Play, it’s time to get that great new CD-ROM drive up and running. Turn the page and let’s get you started.

Inside back cover

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Appendix ---- Windows 95 Drivers

Configuration Identification

The first thing you want to do is figure out exactly what your configuration is and what you are trying to accomplish. Review the following descriptions and then go to the appropriate section of this manual.

• You have purchased a new SCAM capable Plextor CD-ROM drive kit with a SCAM capable SCSI controller. If you purchased just the drive without a SCSI controller, it is also possible (though unlikely) that you already had, or separately purchased, a SCAM capable SCSI controller board. Your computer has a Plug and Play BIOS or your SCSI controller is of the PCI variety. You have Windows 95 installed. You may have purchased a new computer with Windows 95 installed, or you purchased an upgrade to Windows 95 on floppies and already installed it. You may also have upgraded to Windows 95 from a CD using an older CD-ROM drive. If this scenario describes your situation, consider yourself a state-of-the-art computer jockey. Go to the section titled ‘‘Plug and Play Installation,’’ page 67.

• You have a SCAM capable controller as in the Plug and Play configuration, but your computer is a little older and does not have a Plug and Play BIOS. You also do not have a PCI class SCSI controller to provide Plug and Play BIOS. Go to the section titled ‘‘Non-Plug and Play Installation,’’ page 70.

• You did not buy a Plextor kit and have an older SCSI board that is not SCAM capable. Go to the section titled ‘‘Non-SCAM Installation,’’ page 72.

• You are currently running DOS or Windows 3.x and have purchased an upgrade to Windows 95 on CD-ROM. Since you do not have an old CD-ROM drive, you need to install your new Plextor CD-ROM drive first. But you need to run the upgrade while in a DOS/Windows environment, and you need a device driver. Problem? Not with Plextor. We provide all the software you need to run under DOS/Windows and upgrade to Windows 95. It’s a bit complex, but we’ll get you there. Go to the section titled ‘‘Upgrading to Windows 95 From DOS/Windows Using CD-ROM,’’ page 74.

By the way, our instructions generally assume you are installing a SCSI controller as well as a Plextor CD-ROM drive. Of course, it is quite possible you already have a SCSI controller installed and operating under Windows 95. If so, you can make appropriate adjustments to the procedures. For instance, since your controller is already functioning under Windows 95, it will not ask for a disk or CD to get support for the controller. We have addressed some potential problems this may cause in the troubleshooting portion of each section.

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Appendix ---- Windows 95 Drivers

Plug and Play Installation

Install Hardware

You should be able to simply install your SCSI controller, CD-ROM drive, and all cabling without any concern for things like SCSI ID selection. First, turn off your computer system, then review the Hardware Installation chapter of your drive’s Operation Manual for installation instructions. You should also familiarize yourself with the chapter on Termination. However, the quick solution here is to place your internal drive at one end of the SCSI ribbon cable and the SCSI controller at the other end of the cable. Your drive ships from the factory with termination enabled so everything should be fine. If you put another SCSI device between the controller and the drive, you need to make sure termination is disabled on that device. For external devices, if your Plextor drive is the last in a chain of devices, leave termination enabled. If it is not last in the chain, disable termination. All SCAM capable boards should have the ability to automatically set termination of the board itself so you should not have to deal with this. Once your hardware is Plugged in, it is time to Play. But of course we first have to take care of that little device driver problem.

Install Software

After your CD-ROM drive and SCSI controller are installed, it is time to make the right software file available to complete your Plug and Play environment. Turn on your computer, and your system should automatically detect and configure your SCSI controller. When you start Windows 95 it will then recognize that it does not have the right driver available for your new SCSI controller. A dialog box named ‘‘New Hardware Found’’ appears, followed immediately by a dialog box named ‘‘Insert Disk.’’ At this point, click on ‘‘OK’’ in the ‘‘Insert Disk’’ dialog box and a second ‘‘New Hardware Found’’ dialog box will appear. It will ask you to insert the Windows 95 disk or CD. Please, DON’T DO IT. If you do put in your Microsoft disk or CD, Windows 95 may automatically load the non-SCAM capable file for the SCSI controller we provided.

Instead, if you purchased a Plextor kit with SCSI controller, insert the Plextor Manager disk. This disk has the SCAM capable support file for your SCSI controller to complete your Plug and Play CD-ROM environment. After inserting the disk, select ‘‘Browse’’ in the dialog box and then select the appropriate drive letter (probably A:\). The Windows 95 configuration process should select the correct file off the floppy disk and copy it to the correct Windows 95 subdirectory on your hard drive.

If you purchased a SCAM capable SCSI controller separately, the correct file is hopefully located on a disk provided with the controller. We suggest you first try using this disk, supplied by the manufacturer of your SCSI controller, rather than inserting the Windows 95 disk. If you do not have such a disk (or cannot find it among all the

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Appendix ---- Windows 95 Drivers

other disks you have), you can try using the files provided by Windows 95, but we cannot guarantee you will get SCAM support.

Reboot Your Computer

Reboot your machine by selecting ‘‘SHUT DOWN’’ from the START Button. In the shut down dialog box select ‘‘Restart the Computer’’ and select ‘‘YES.’’ This will reboot your computer with the new configuration. As your system goes through all its self checks, you might find it interesting to watch the display and note the SCSI ID that has been assigned to your CD-ROM drive. Your drive came from the factory physically set to ID #3. It is possible (especially if you have other SCSI devices) that once you reboot your computer, the configuration process will reassign the drive to some other SCSI ID number. If so, you have just seen visual proof of Plextor’s SCAM capabilities. Get out your favorite or most useful CD and enjoy.

Troubleshooting

If you followed the previous instructions, you should be up and running without any problems. If things are not working correctly, there are four likely problems.

• First, you might have overlooked our instructions to use the Plextor Manager disk to get the necessary driver support for your SCSI controller. If you used the Windows 95 disk or CD, the configuration process may have copied the wrong (i.e., non-SCAM capable) driver support. Then, if some other SCSI device attached to your SCSI controller is physically set to the same ID as your CD-ROM drive, a conflict will occur. To solve this problem, insert the Plextor Manager disk or use Windows Explorer or the following DOS command to copy the correct file to the applicable Windows 95 subdirectory: copy A:\*.MPD C:\windows\system\iosubsys Reboot again and everything should work fine.

• The second likely cause is that your motherboard may not have a Plug and Play capable BIOS and your Plug and Play SCSI controller is not of the PCI variety. You will need to turn off your computer and disable the Plug and Play capabilities on your SCSI controller. Review the controller’s documentation (check the Quick Start Guide or similar document first) to determine the location of the disable switch. After disabling, review the ‘‘Install Hardware’’ portion of the Non-Plug and Play Installation section of this manual. Make sure termination is set properly on your controller and all devices attached to it. Restart your computer.

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Appendix ---- Windows 95 Drivers

• It is also possible that the SCSI controller you may have purchased separately is not really SCAM capable as you thought. Not to worry, though. You simply need to deal with SCSI ID selection. First, turn off your computer. Review the Operation Manual discussion of SCSI ID selection (Chapter 6) and then check the physical selection of SCSI ID on your CD-ROM drive and any other SCSI devices connected to your controller. Make sure that all devices are physically set to unique IDs. Since your board is not SCAM capable, it will probably not have automatic termination. You will also need to make sure the termination of your board is set properly. If you have both internal and external devices attached, the termination on your controller should be disabled. Review the controller’s documentation to determine how to do this. If you have ONLY internal devices, or ONLY external devices, termination of your SCSI controller should remain enabled. After your IDs and termination are set properly, restart your system.

• Finally, it is possible that your previously or separately purchased SCAM capable controller is not being supported properly by Windows 95. If you had to use the Windows 95 disk or CD to get support for the controller, it may not have existed, or it may have loaded a non-SCAM capable version of the file. If the file did not exist, you will have to contact the SCSI controller manufacturer to obtain the necessary file (you might first look through your own stack of disks one more time). Once you have the correct file, you can then use the Windows 95 ‘‘Add New Hardware Wizard’’ to load it. If Windows 95 did load a file during the configuration process, AND you have another SCSI device besides your Plextor CD-ROM drive, then you probably have a conflict with your SCSI IDs. In other words, Windows 95 loaded a non-SCAM capable support file. The quick fix here is to leap out of the Plug and Play environment and reset the SCSI ID on one of your devices per the previous paragraph. Alternatively, you can find or obtain the SCAM capable file from the manufacturer of your SCSI controller. You will then need to copy that file to a Windows 95 subdirectory using Windows Explorer or the following DOS command: copy A:\filename.ext C:\windows\system\iosubsys The SCSI controller documentation should tell you which file to copy. If not, you should contact the technical support department of the SCSI controller manufacturer. If you cannot reach them, or they cannot help you, contact Plextor’s Technical Support Department.

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Appendix ---- Windows 95 Drivers

Non-Plug and Play Installation

Install Hardware

Refer to the Operation Manual for instructions on installing your SCSI controller, cabling, and CD-ROM drive. If your non-PCI controller has Plug and Play features but your computer system is not supporting Plug and Play, you will need to disable the Plug and Play capabilities on your SCSI controller. Review the controller’s documentation (check the Quick Start Guide or similar document first) to determine the location of the disable switch.

You might want to familiarize yourself with the chapter on Termination in your drive’s Operation Manual. However, the quick solution here is to place your internal drive at one end of the SCSI ribbon cable and the SCSI controller at the other end of the cable. Your CD-ROM drive ships from the factory with termination enabled, so everything should be fine. If you put another SCSI device between the controller and the drive, you need to make sure termination is disabled on that device. For external devices, if your drive is the last in a chain of devices, leave termination enabled. If it is not last in the chain, disable termination.

Install Software

After your CD-ROM drive and SCSI controller are installed, it is time to make the right software device driver file available to support your new controller. computer and start up Windows 95, and your system should automatically detect and configure your SCSI controller. If you have just installed it, Windows 95 will then recognize that it does not have the right driver available. A dialog box named ‘‘New Hardware Found’’ appears, followed immediately by a dialog box named ‘‘Insert Disk.’’ At this point, click on ‘‘OK’’ in the ‘‘Insert Disk’’ dialog box and a second ‘‘New Hardware Found’’ dialog box will appear. It will ask you to insert the Windows 95 disk or CD. Please, DON’T DO IT. If you do put in your Microsoft disk or CD, Windows 95 will automatically load the non-SCAM capable file for the SCSI controller we provided.

If you purchased a SCAM capable SCSI controller separately, the correct file is hopefully located on a disk provided with the controller. We suggest you first try using this disk supplied by the manufacturer of your SCSI controller rather than inserting the

Turn on your

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