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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 12PleX CD-ROM drive.
YOUR METHOD:
If you experience a problem while installing or operating your 12PleX 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 12PleX 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 three ways for you to contact Plextor’s Technical Support Department:
1)
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 12PleX 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 Call/FAX/Log On
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).
64 12PLEX OPERATION MANUAL
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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 the 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
12PLEX OPERATION MANUAL
65
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---- CHAPTER 14 ----
Specifications
PX-12XSi Internal PX-12XSe External
Disc
Useable Formats CD-ROM Mode 1; CD-DA; CD-ROM Mode 1; CD-DA;
CD-I; Video CD (MPEG); CD-I; Video CD (MPEG);
CD-ROM XA Mode-2, CD-ROM XA Mode-2,
Form 1, Form 2; Photo CD Form 1, Form 2; Photo CD
CD Plus; CD-G, Karaoke CD Plus; CD-G, Karaoke
Disc Diameter 12 cm. (60 min. & 74 min.) 12 cm. (60 min. & 74 min.)
Rotational Speed at 12X Inner Track: 6360 rpm Inner Track: 6360 rpm
Outer Track: 2400 rpm Outer Track: 2400 rpm
Performance
Data Transfer Rate
Sync
Async
Access Speeds:
Full stroke
One-third Stroke
Random Access
Random Seek
Data Buffer 512 KB 512 KB
Optical Pickup
Laser
Slide Mechanism
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; standard caddy Automatic; standard caddy
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
1800 KB/sec.; 1800 KB/sec.;
Burst: 10 MB/sec. Burst: 10 MB/sec.
Burst: 5.0 MB/sec. Burst: 5.0 MB/sec.
220 ms 220 ms
150 ms 150 ms
105 ms 105 ms
95 ms 95 ms
Semiconductor Semiconductor
Linear Motor Linear Motor
Brushless Brushless
9
Mode 2: 1 Block/10
0.9V at 32 Ohms 0.9V at 32 Ohms
Bits Mode 2: 1 Block/109 Bits
66 12PLEX OPERATION MANUAL
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