Plextor ULTRA-D User Manual

---- 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 UltraPleX CD-ROM drive.

YOUR METHOD:

If you experience a problem while installing or operating your UltraPleX drive, please

refer first to the troubleshooting chapter

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 UltraPleX 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.

(Chapter 12) in this manual. It contains

60 ULTRAPLEX OPERATION MANUAL

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

How to Contact

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 installa-

tion or operation of your UltraPleX drive. A member of Plextor’s
technical support staff will respond to your question either by
phone or e-mail.

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.

[e-mail] 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).

ULTRAPLEX OPERATION MANUAL

61

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

COMPANY PHONE FAX BBS/Web &/or

Product e-mail address

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

SCSI interface boards www.adaptec.com

Advansys 408-383-9400 408-383-9753 408-383-9540

SCSI interface boards & CD-R software

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

Devices, cables & Accessories [e-mail]

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

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.advansys.com

[e-mail]

62 ULTRAPLEX OPERATION MANUAL

---- CHAPTER 14 ----

Specifications

UltraPleX

Disc

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

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

Disc Diameter 12 cm. (60 min. & 74 min.) 12 cm. (60 min. & 74 min.)
Rotational Speed at

14/32X Inner Track: 6,890 rpm Inner Track: 6,890 rpm

Performance

Data Transfer Rate CAV
Sustained Burst
Sync
Async

Average Random Access 85 ms 85 ms
Data Buffer 512 KB 512 KB

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 or caddy Automatic; tray or 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

Internal External

CD-XA Mode 2, Form 1 & 2; CD-XA Mode 2, Form 1 & 2;
Multi-session Mode 1 & 2 Multi-session Mode 1 & 2

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

2.0--4.8 MB/sec 2.0--4.8 MB/sec
20 MB/sec 20 MB/sec

5.0 MB/sec 5.0 MB/sec

9

Mode 2: 1 Block/10

0.9V at 32 Ohms 0.9V at 32 Ohms

Bits Mode 2: 1 Block/109 Bits

ULTRAPLEX OPERATION MANUAL 63

CHAPTER 14 ---- Specifications

Internal 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 30,000 Times 30,000 Times
Caddy Loading 200,000 Times 200,000 Times

64 ULTRAPLEX OPERATION MANUAL

---- 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. 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

ULTRAPLEX OPERATION MANUAL 65

Appendix ---- Windows 95 Drivers

and 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 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, 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.

®

66 ULTRAPLEX OPERATION MANUAL

Inside back cover

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.

1) 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 68.

2) 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 71.

3) 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 73.

4) 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

75.

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.

ULTRAPLEX OPERATION MANUAL

67

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 Chapter 8. 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 first we 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. The Windows 95
configuration process should select the correct file off the disc 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
other disks you have), you can try using the files provided by Windows 95, but we
cannot guarantee you will get SCAM support.

68 ULTRAPLEX OPERATION MANUAL

Appendix ---- Windows 95 Drivers

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.

1) 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 D:\*.MPD C:\windows\system\iosubsys
Reboot again and everything should work fine.

2) 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 (p. 71). Make sure termination is set properly on your controller and
all devices attached to it. Restart your computer.

3) 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 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

ULTRAPLEX OPERATION MANUAL

69

Appendix ---- Windows 95 Drivers

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.

4) 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 D:\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.

70 ULTRAPLEX OPERATION MANUAL