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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
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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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CHAPTER 14 ---- Specifications
PX-12XSi Internal PX-12XSe External
Rear Panel
Power Supply DC +5V, 0.9A (1.0A Peak); AC 100-240V 50/60 Hz.,
DC +12V, 0.7A (1.8A Peak) 0.3A (Auto Switching)
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 5 to 95% 5 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
Caddy Loading 200,000 load cycles 200,000 load cycles
Tray Loading 10,000 load cycles 10,000 load cycles
12PLEX OPERATION MANUAL
67
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ABOUT PLEXTOR
Plextor is a subsidiary of the Shinano Kenshi Company (SKC), Ltd. SKC’s roots stretch
back to 1918, when it began to manufacture textiles in Japan’s northern prefecture of
Nagano. (Nagano, incidentally, will be the site of the 1998 Winter Olympics.) SKC’s
involvement in the electronics industry started in 1962, when it diversified into the
production of stepper motors for commercial audio products. SKC is now one of the
world’s largest manufacturers of small motors used in hard disks, floppy disks, tape
drives, copy machines, video cameras----and your Plextor CD-ROM drive.
Over the past decade, SKC has developed a reputation as an innovator in compact
disc and CD-ROM technology. In 1992 it was the second company to begin shipments
of double speed CD-ROM drives. In 1994, it was the first company to begin shipments
of half-height quad speed CD-ROM drives. In early 1995, SKC was the first company
to ship a six speed CD-ROM drive. In early 1996, they shipped the first professional
quality eight speed CD-ROM drive. SKC also is a leading manufacturer of compact
disc players used for industrial and commercial applications (e.g., background music
players for retail stores, restaurants, and shopping centers).
Plextor acts as SKC’s sales, service, and support arm throughout the world. In addition
to CD-ROM drives, Plextor also sells under its own label professional audio equipment
used by radio stations, high-speed printing presses, and a CD encoding system
developed by SKC that can pack up to eight hours of audio onto a single compact disc.
Plextor’s home office is in Tokyo. Plextor first opened an office in California’s Silicon
Valley in 1990. Rapid growth has required it to move twice since then to larger offices.
Plextor now occupies a 30,000 sq. ft. facility in Santa Clara, California, which is staffed
by sales, marketing, technical support, engineering, administrative, and shipping
personnel. Our European office (in Brussels) began operation in 1994.
68 12PLEX OPERATION MANUAL
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Plextor’s CD-ROM Drives
MODEL INTRODUCED
DATA
TRANSFER RATE
ACCESS
TIME
BUFFER
SIZE
1st generation DM-3020/5020 1990 150KB/sec 430ms 64KB
2nd generation DM-3021/5021 1991 150KB/sec 340ms 64KB
3rd generation DM-3024/5024 1992 300KB/sec 265ms 64KB
4th generation DM-3028/5028 1993 335KB/sec 240ms 64KB
5th generation PX-43CH/45CH 1994 600KB/sec 220ms 1 MB
6th generation PX-43CS/45CS 1994 600KB/sec 170ms 256KB
7th generation PX-63CS/65CS 1995 900KB/sec 145ms 256KB
8th generation PX-43CE/45CE 1995 675KB/sec 130ms 256KB
9th generation PX-83CS/85CS 1996 1200KB/sec 115ms 256KB
10th generation PX-12CS/12TS 1996 1800KB/sec 105ms 512KB
Warranty Information
PLEXTOR CORP. (‘‘PLEXTOR’’) warrants your 12PleX CD-ROM drive against any defect in
material and workmanship, under normal use, for a period of two years following its date of
purchase. In the event this product is found to be defective within the warranty period, PLEXTOR
will, at its option, repair or replace the defective CD-ROM drive.
This warranty is void if: a) the drive is operated or stored under abnormal use and maintenance
conditions; b) if the drive is repaired, modified, or altered, unless such repair, modification, or
alteration is expressly authorized in writing by PLEXTOR; c) if the drive is subject to abuse,
neglect, lightning strike, electrical fault, improper packaging, or accident; d) if the drive is
installed improperly; or e) if the serial number of the drive is defaced or missing.
PLEXTOR will not, under any circumstances, be liable for direct, special, or consequential
damages such as, but not limited to, damage or loss of property or equipment, loss of profits or
revenues, cost of replacement goods, or expense or inconvenience caused by service interruptions. Under no circumstances will any person be entitled to any sum greater than the purchase
price paid for the drive.
To obtain warranty service you may contact PLEXTOR’s Technical Support Department by
calling 800-886-3935. They will attempt to diagnose and correct your problem by phone. If the
drive does not function properly they will issue a Return Material Authorization (RMA) number.
You may be asked to furnish proof of purchase to confirm that the drive is still under warranty.
All 12PleX CD-ROM drives returned to PLEXTOR must be securely packaged and shipped
postage prepaid. All product returns must be authorized in advance by PLEXTOR’s Technical
Support Department. Authorization is confirmed by issuance of the RMA number, which must
be written prominently on the outside of the box in which the defective drive is returned to
PLEXTOR.
Inside back cover
Page 8
PLEXTOR (U.S.A.)
4255 Burton Drive, Santa Clara, CA 95054
Web Site: www.plextor.com
e-mail: support@plextor.com
Phone: 408-980-1838
FAX: 408-986-1010 BBS: 408-986-1569
Toll Free: 800-886-3935
PLEXTOR (Japan)
Ueno YHK Building, 7th Floor
7-6 Ueno 7-chome, Taito-ku, Tokyo 110
Phone: 81-3-3847-8281 FAX: 81-3-3847-8288
PLEXTOR (Europe)
Excelsiorlaan 1, 1930 Zaventem, Belgium
Phone: 32-2-725-5522 FAX: 32-2-725-9495
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