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---- CHAPTER 12 ----
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 PlexWriter.
YOUR METHOD:
Our Technical Support Department will help you solve problems that relate specifically to your PlexWriter 4/12 drive. In many cases, a problem that appears to be caused
by your CD-R 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 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.
42 PX-R412CS OPERATION MANUAL
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CHAPTER 12 ---- Contacting Plextor’s Technical Support Department
Before You Contact Us
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 that 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).
✓ 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).
How to Contact Us
There are four 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 (2,400/9,600/14.4/28.8/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 installation or operation of
your PlexWriter 4/12 drive. A member of Plextor’s technical support staff will respond
to your question either by phone or e-mail.
support@plextor.com or visit our Web site for answers
PX-R412CS OPERATION MANUAL 43
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CHAPTER 12 ---- Contacting Plextor’s Technical Support Department
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.
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
COMPANY PHONE FAX BBS/Web &/or
Product e-mail address
Adaptec 408-945-8600 408-262-2533 408-945-7727
SCSI interface boards & CD-R software www.adaptec.com
Advansys 408-383-9400 408-383-9753 408-383-9540
SCSI interface boards
AMC 425-882-0587 425-861-8391 ----
Devices, cables, & accessories cust.svc@amcdirect.com
Basin Computers 800-238-4453 818-598-0110 818-597-0275
SCSI interface boards
Diamond 408-325-7000 408-325-7070 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
FWB 415-482-4800 650-486-4858 ----
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.advansys.com
www.basincomputer.com
support@plextor.com
44 PX-R412CS OPERATION MANUAL
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1/2/98
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---- CHAPTER 13 ----
Specifications
Internal/External
Disc
Useable Formats
Read and Write
Disc Type ISO 9660-HFS; Rockridge; PhotoCD, Video CD; CD-I;
Disc Diameter 12cm (60 min. & 74 min.)
Writing Modes Track-at-Once, Disc-at-Once, Multisession, Incremental
Recommended Media TDK, Taiyo Yuden, KODAK, Ricoh
Performance
Data Transfer Rate CLV Write/P-CAV Read
Sustained Read/Write 12X (read only): 1.8MB/sec -- Outer track
Burst Read/Write Default 5MB/sec Burst
Average Random Access 190ms
Ready Time CD-ROM: less than 11 seconds (average)
Data Buffer 2MB
Spindle Motor Brushless
CD-DA; CD-ROM (Mode 1); CD-ROM (Mixed Mode);
CD-ROM & CD-DA; CD-ROM XA; CD-I; Photo CD;
CD-EXTRA; Video CD
CD-Extra (CD-Plus); Enhanced CD; CD-R; CD+G;
CD-Midi; CD-Text
Packet, Variable Packet
8X (read only): 1.2MB/sec -- Inner track
4X (read/write): 600KB/sec
2X (read/write): 300KB/sec
1X (read/write): 150KB/sec
Maximum 10MB/sec Burst
CD-R: less than 14 seconds (average)
Error Rate Mode 1: Block/1012 Bits; Mode 2: Block/109 Bits
PX-R412CS OPERATION MANUAL 45
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1/2/98
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