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---- CHAPTER 14 ----
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 4PleX CD-ROM drive.
YOUR METHOD:
If you experience a problem while installing or operating your 4PleX drive, please
refer first to the troubleshooting chapter (Chapter 13) 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 specifically
to your 4PleX 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 your call, you will find that your problem can be resolved much more quickly.
Plextor’s Technical Support Department is available Monday through Friday from 8:30
a.m. to 5:30 p.m. PST. We are closed on weekends and national 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.
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CHAPTER 14 ---- Contacting Plextor’s Technical Support Department
Plextor’s Technical Support Department
There are three ways for you to contact Plextor’s Technical Support Department:
1) Call 800-886-3935 and select the technical support extension.
2) 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.
3) 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 installation or
operation of your 4PleX drive. A member of Plextor’s Technical Support staff
will respond to your question either by phone or modem.
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|Unix oper-
ating 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
Performa 575).
64 PX-43CH/PX-45CH OPERATION MANUAL
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CHAPTER 14 ---- 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 Contact Phone/FAX/BBS NUMBERS
COMPANY
Product 800 PHONE PHONE FAX / BBS
Adaptec 959-SCSI 408-945-8600 408-262-2533 / 408-945-7727
SCSI interface boards
AMC 882-0587 206-882-0587 206-861-8391 ----
Audio Cables
Always ---- 818-597-9595 818-598-0110 / 818-597-0275
SCSI interface boards
Diamond ---- 408-736-2000 408-730-5750 / 408-524-9301
Soundboards
DPT 322-4378 407-830-5522 407-260-5366 / 407-830-1070
SCSI interface boards
DTC ---- 408-942-0052 408-942-4010 ----
SCSI interface boards
Future Domain ---- 714-253-0400 714-253-0913 / 714-253-0432
SCSI interface boards
FWB ---- 415-474-8055 ---- ----
Mac device drivers
Pacific Inter Connects 934-2839 408-249-7099 408-249-7097
Audio Cables.
Plextor 886-3935 408-980-1838 408- 986-1010/ 408-986-1569
Audio Cables. Recommendations of SCSI Soundboards.
Trantor (see Adaptec listing)
SCSI interface boards and Mac device drivers
PX-43CH/PX-45CH OPERATION MANUAL 65
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---- CHAPTER 15 ----
Specifications
PX-43CH Internal PX-45CH External
Disc
Useable Formats CD-ROM Mode 1; CD-ROM Mode 1;
CD-DA; CD-I; CD-DA; CD-I;
Video CD (MPEG); Video CD (MPEG);
CD-ROM XA Mode-2, CD-ROM XA Mode-2,
Form 1, Form 2; Form 1, Form 2;
Photo CD Photo CD
Disc Diameter 12 cm. (60 min. & 74 min.) 12 cm. (60 min. & 74 min.)
Rotational Speed Inner Track: 2120 rpm Inner Track: 2120 rpm
Outer Track: 800 rpm Outer Track: 800 rpm
Performance
Data Transfer Rate
Non-sync
Sync
Access Speeds:
1/3 stroke
Random Access
Random Seek
Data Buffer 1 MB 1 MB
Optical Pickup
Laser
Slide Mechanism
Spindle Motor
Error Rate Mode 1: Mode 1:
Front Panel
Indicator (LED) Power ON/BUSY Power ON/BUSY
Disc Loading Manual; standard caddy Manual; standard caddy
Headphone Jack Stereo minijack, Stereo minijack,
Volume Control Wheel Knob Wheel Knob
600 KB/sec.; 600 KB/sec.;
Burst: 2.5 MB/sec. Burst: 2.5 MB/sec.
Burst: 4 MB/sec. Burst: 4 MB/sec.
235 ms 235 ms
220 ms 220 ms
150 ms 150 ms
Semiconductor Semiconductor
Linear Motor Linear Motor
Brushless Brushless
--12
1 Block/10
Mode 2: Mode 2:
1 Block/10
DISC IN DISC IN
0.9V at 32 Ohms 0.9V at 32 Ohms
Bits; 1 Block/10
--9
Bits 1 Block/10
--12
--9
Bits;
Bits
66 PX-43CH/PX-45CH OPERATION MANUAL
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