heyjude104

Q: El Capitan suddenly not recognizing optical drive

I have a MacBook Air running El Capitan, purchased 3/2016. I purchased the optical drive at the same time I purchased the computer. I have been using the external drive to burn DVD's and CD's. All worked well until I plugged the optical drive in yesterday. I opened iTunes, plugged in the drive, inserted a cd, and the window showing I had inserted the cd never popped up. The finder doesn't show the drive, even though I have checked in preferences for it to show. The only way I could safely eject the cd was by going to disk utility where I could see the drive and the cd, and eject it.

 

I checked to make sure that the drive still operates by inserting both a DVD or CD on the optical drive. Both will play properly, but still have to return to the disk utility in order to eject them since the drive doesn't show up anywhere else.

 

With iTunes running, and the drive plugged in with a blank CD inserted, the "Burn playlist to disk" is grayed out, since the computer isn't recognizing the drive.

 

What can I do to get the computer/El Capitan to recognize the drive again?

MBA, Mac OS X (10.6.1)

Posted on Aug 8, 2016 5:54 AM

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Q: El Capitan suddenly not recognizing optical drive

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  • by Courcoul,Helpful

    Courcoul Aug 12, 2016 9:46 AM in response to heyjude104
    Level 6 (14,193 points)
    Aug 12, 2016 9:46 AM in response to heyjude104

    All the tests performed thus far appear to indicate the hardware is ok, the Mac is indeed recognizing the presence of the drive. So it's a software problem, specifically the OS, and by extension no program can make use of the device. We can try and diagnose a little longer and see if we can save you from the chore of going thru the install.

     

    Let's get a full picture of what's on the Mac. Download and run EtreCheck, examine the report and post it here for further analysis: http://etrecheck.com/

     

    This utility has been created and is maintained by a longstanding member of the ASC and is absolutely safe. It merely gathers in one spot lots of info that would take much drudgery to gather piecemeal.

  • by heyjude104,

    heyjude104 heyjude104 Aug 10, 2016 12:08 PM in response to Courcoul
    Level 1 (6 points)
    Mac OS X
    Aug 10, 2016 12:08 PM in response to Courcoul

    Thank you for your suggestion/instruction, here is the report.


    EtreCheck version: 2.9.13 (267)

    Report generated 2016-08-10 12:56:49

    Download EtreCheck from https://etrecheck.com

    Runtime 1:46

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Other problem

    Description:

    iTunes does not recognize the external optical drive so that it can be used to burn a CD

     

    Hardware Information: ⓘ

        MacBook Air (13-inch, Early 2015)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        MacBook Air - model: MacBookAir7,2

        1 1.6 GHz Intel Core i5 CPU: 2-core

        4 GB RAM Not upgradeable

            BANK 0/DIMM0

                2 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                2 GB DDR3 1600 MHz ok

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en0: 802.11 a/b/g/n/ac

        Battery: Health = Normal - Cycle count = 39

     

    Video Information: ⓘ

        Intel HD Graphics 6000

            Color LCD 1440 x 900

     

    System Software: ⓘ

        OS X El Capitan 10.11.6 (15G31) - Time since boot: less than an hour

     

    Disk Information: ⓘ

        APPLE SSD SM0256G disk0 : (251 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

            Macintosh HD (disk1) / : 249.78 GB (34.72 GB free)

                Core Storage: disk0s2 250.14 GB Online

     

    USB Information: ⓘ

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: ⓘ

        Anywhere

     

    System Launch Agents: ⓘ

        [not loaded]    7 Apple tasks

        [loaded]    157 Apple tasks

        [running]    74 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    43 Apple tasks

        [loaded]    157 Apple tasks

        [running]    90 Apple tasks

     

    Launch Agents: ⓘ

        [loaded]    com.google.keystone.agent.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Java-Updater.plist (2015-12-20) [Support]

     

    Launch Daemons: ⓘ

        [loaded]    com.adobe.fpsaud.plist (2016-06-28) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Helper-Tool.plist (2015-12-20) [Support]

     

    User Login Items: ⓘ

        iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

        Dropbox    Application  (/Applications/Dropbox.app)

        Google Chrome    Application Hidden (/Applications/Google Chrome.app)

        TimehopSync    Application  (/Applications/TimehopSync.app)

        iSkysoft Helper Compact    Application  (~/Library/Application Support/Helper/iSkysoft Helper Compact.app)

     

    Other Apps: ⓘ

        [running]    2BUA8C4S2C.com.agilebits.onepassword-osx-helper

        [running]    com.etresoft.EtreCheck.111712

        [running]    com.getdropbox.dropbox.64352

        [running]    com.google.Chrome.8672

        [running]    com.timehop.TimehopSync.56992

        [loaded]    390 Apple tasks

        [running]    185 Apple tasks

     

    Internet Plug-ins: ⓘ

        o1dbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-15) [Support]

        Default Browser: 601 - SDK 10.11 (2016-08-01)

        NP_2020Player_WEB: 5.0.94.0 - SDK 10.6 (2011-10-26) [Support]

        AdobePDFViewerNPAPI: 11.0.10 - SDK 10.6 (2014-12-02) [Support]

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-13) [Support]

        Silverlight: 5.1.41105.0 - SDK 10.6 (2016-01-02) [Support]

        QuickTime Plugin: 7.7.3 (2016-08-01)

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-13) [Support]

        googletalkbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-11) [Support]

        NP_2020Player_IKEA: 5.0.94.1 - SDK 10.6 (2012-09-28) [Support]

        AdobePDFViewer: 11.0.10 - SDK 10.6 (2014-12-02) [Support]

        JavaAppletPlugin: Java 8 Update 101 build 13 (2016-07-24) Check version

     

    User internet Plug-ins: ⓘ

        CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-25) [Support]

     

    Safari Extensions: ⓘ

        1Password - AgileBits - https://agilebits.com/onepassword (2016-07-22)

        Ebates Cash Back - Ebates Performance Marketing, Inc. - http://ebates.com/ (2016-01-30)

        iMedia Converter Deluxe  - iSkysoft Studio - http://www.iskysoft.com (2016-06-14)

        Pin It Button - Pinterest, Inc. - http://www.pinterest.com/ (2016-04-20)

     

    3rd Party Preference Panes: ⓘ

        Flash Player (2016-06-28) [Support]

        Java (2016-07-24) [Support]

     

    Time Machine: ⓘ

        Skip System Files: NO

        Mobile backups: ON

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 249.78 GB Disk used: 215.06 GB

        Destinations:

            Data [Network]

            Total size: 2.00 TB

            Total number of backups: 141

            Oldest backup: 4/22/14, 2:57 PM

            Last backup: 8/10/16, 12:37 PM

            Size of backup disk: Excellent

                Backup size 2.00 TB > (Disk size 249.78 GB X 3)

     

    Top Processes by CPU: ⓘ

            5%    WindowServer

            2%    kernel_task

            1%    fontd

            0%    cloudpaird

     

    Top Processes by Memory: ⓘ

        602 MB    kernel_task

        283 MB    Google Chrome Helper(4)

        143 MB    Dropbox

        143 MB    mdworker(9)

        123 MB    Google Chrome

     

    Virtual Memory Information: ⓘ

        819 MB    Free RAM

        3.20 GB    Used RAM (1.11 GB Cached)

        0 B    Swap Used

     

    Diagnostics Information: ⓘ

        Aug 10, 2016, 12:51:28 PM    Self test - passed

        Aug 10, 2016, 08:32:26 AM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-08-10-083226_ [redacted].crash

            /System/Library/Frameworks/WebKit.framework/Versions/A/XPCServices/com.apple.We bKit.WebContent.xpc/Contents/MacOS/com.apple.WebKit.WebContent

        Aug 7, 2016, 10:49:43 PM    ~/Library/Logs/DiagnosticReports/com.apple.preferences.sharing.remoteservice_20 16-08-07-224943_[redacted].crash

            /System/Library/PreferencePanes/SharingPref.prefPane/Contents/XPCServices/com.a pple.preferences.sharing.remoteservice.xpc/Contents/MacOS/com.apple.preferences. sharing.remoteservice

  • by Loner T,

    Loner T Loner T Aug 10, 2016 12:36 PM in response to heyjude104
    Level 7 (23,833 points)
    Safari
    Aug 10, 2016 12:36 PM in response to heyjude104

    Was this report run with the external Optical drive connected? You still have iSkySoft pieces on your Mac. Can you remove all components of the iSkySoft?

  • by heyjude104,

    heyjude104 heyjude104 Aug 10, 2016 1:18 PM in response to Loner T
    Level 1 (6 points)
    Mac OS X
    Aug 10, 2016 1:18 PM in response to Loner T

    The report I posted was not run with the external optical drive connected.

     

    I did have to other iskysoft applications on the computer that I have used for months with no problems, the one I sited in the above message was downloaded and used just within the last week, and so I had only removed it. I have since removed the other iSkysoft applications.

     

    I ran a new report after removing the applications, and WITH the optical drive connected, and this is the report,

     

    EtreCheck version: 2.9.13 (267)

    Report generated 2016-08-10 14:00:25

    Download EtreCheck from https://etrecheck.com

    Runtime 1:47

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Other problem

    Description:

    iTunes does not recognize external optical drive so not able to burn a CD

     

    Hardware Information: ⓘ

        MacBook Air (13-inch, Early 2015)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        MacBook Air - model: MacBookAir7,2

        1 1.6 GHz Intel Core i5 CPU: 2-core

        4 GB RAM Not upgradeable

            BANK 0/DIMM0

                2 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                2 GB DDR3 1600 MHz ok

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en0: 802.11 a/b/g/n/ac

        Battery: Health = Normal - Cycle count = 39

     

    Video Information: ⓘ

        Intel HD Graphics 6000

            Color LCD 1440 x 900

     

    System Software: ⓘ

        OS X El Capitan 10.11.6 (15G31) - Time since boot: less than an hour

     

    Disk Information: ⓘ

        APPLE SSD SM0256G disk0 : (251 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

            Macintosh HD (disk1) / : 249.78 GB (34.66 GB free)

                Core Storage: disk0s2 250.14 GB Online

     

    USB Information: ⓘ

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. MacBook Air SuperDrive

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: ⓘ

        Anywhere

     

    System Launch Agents: ⓘ

        [not loaded]    7 Apple tasks

        [loaded]    157 Apple tasks

        [running]    74 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    43 Apple tasks

        [loaded]    158 Apple tasks

        [running]    89 Apple tasks

     

    Launch Agents: ⓘ

        [loaded]    com.google.keystone.agent.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Java-Updater.plist (2015-12-20) [Support]

     

    Launch Daemons: ⓘ

        [loaded]    com.adobe.fpsaud.plist (2016-06-28) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Helper-Tool.plist (2015-12-20) [Support]

     

    User Login Items: ⓘ

        iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

        Dropbox    Application  (/Applications/Dropbox.app)

        Google Chrome    Application Hidden (/Applications/Google Chrome.app)

        TimehopSync    Application  (/Applications/TimehopSync.app)

     

    Other Apps: ⓘ

        [running]    2BUA8C4S2C.com.agilebits.onepassword-osx-helper

        [running]    com.etresoft.EtreCheck.111712

        [running]    com.getdropbox.dropbox.64352

        [running]    com.google.Chrome.8672

        [running]    com.timehop.TimehopSync.56992

        [loaded]    391 Apple tasks

        [running]    183 Apple tasks

     

    Internet Plug-ins: ⓘ

        o1dbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-15) [Support]

        Default Browser: 601 - SDK 10.11 (2016-08-01)

        NP_2020Player_WEB: 5.0.94.0 - SDK 10.6 (2011-10-26) [Support]

        AdobePDFViewerNPAPI: 11.0.10 - SDK 10.6 (2014-12-02) [Support]

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-13) [Support]

        Silverlight: 5.1.41105.0 - SDK 10.6 (2016-01-02) [Support]

        QuickTime Plugin: 7.7.3 (2016-08-01)

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-13) [Support]

        googletalkbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-11) [Support]

        NP_2020Player_IKEA: 5.0.94.1 - SDK 10.6 (2012-09-28) [Support]

        AdobePDFViewer: 11.0.10 - SDK 10.6 (2014-12-02) [Support]

        JavaAppletPlugin: Java 8 Update 101 build 13 (2016-07-24) Check version

     

    User internet Plug-ins: ⓘ

        CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-25) [Support]

     

    Safari Extensions: ⓘ

        1Password - AgileBits - https://agilebits.com/onepassword (2016-07-22)

        Ebates Cash Back - Ebates Performance Marketing, Inc. - http://ebates.com/ (2016-01-30)

        iMedia Converter Deluxe   - iSkysoft Studio - http://www.iskysoft.com (2016-06-14)

        Pin It Button - Pinterest, Inc. - http://www.pinterest.com/ (2016-04-20)

     

    3rd Party Preference Panes: ⓘ

        Flash Player (2016-06-28) [Support]

        Java (2016-07-24) [Support]

     

    Time Machine: ⓘ

        Skip System Files: NO

        Mobile backups: ON

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 249.78 GB Disk used: 215.12 GB

        Destinations:

            Data [Network]

            Total size: 2.00 TB

            Total number of backups: 141

            Oldest backup: 4/22/14, 2:57 PM

            Last backup: 8/10/16, 1:51 PM

            Size of backup disk: Excellent

                Backup size 2.00 TB > (Disk size 249.78 GB X 3)

     

    Top Processes by CPU: ⓘ

             5%    WindowServer

             2%    kernel_task

             1%    fontd

             0%    cloudpaird

     

    Top Processes by Memory: ⓘ

        640 MB    kernel_task

        279 MB    Google Chrome Helper(4)

        152 MB    mdworker(10)

        143 MB    Dropbox

        127 MB    com.apple.WebKit.WebContent(2)

     

    Virtual Memory Information: ⓘ

        427 MB    Free RAM

        3.58 GB    Used RAM (983 MB Cached)

        0 B    Swap Used

     

    Diagnostics Information: ⓘ

        Aug 10, 2016, 01:54:43 PM    Self test - passed

        Aug 10, 2016, 08:32:26 AM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-08-10-083226_ [redacted].crash

            /System/Library/Frameworks/WebKit.framework/Versions/A/XPCServices/com.apple.We bKit.WebContent.xpc/Contents/MacOS/com.apple.WebKit.WebContent

        Aug 7, 2016, 10:49:43 PM    ~/Library/Logs/DiagnosticReports/com.apple.preferences.sharing.remoteservice_20 16-08-07-224943_[redacted].crash

            /System/Library/PreferencePanes/SharingPref.prefPane/Contents/XPCServices/com.a pple.preferences.sharing.remoteservice.xpc/Contents/MacOS/com.apple.preferences. sharing.remoteservice

     

    I also ran a second report after deleting the 2 remaining iskysoft applications, and WITHOUT the optical drive connected, this is that report,

     

    EtreCheck version: 2.9.13 (267)

    Report generated 2016-08-10 14:17:45

    Download EtreCheck from https://etrecheck.com

    Runtime 1:31

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Other problem

    Description:

    iTunes does not recognize the external optical drive so that it can be used to burn a CD

     

    Hardware Information: ⓘ

        MacBook Air (13-inch, Early 2015)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        MacBook Air - model: MacBookAir7,2

        1 1.6 GHz Intel Core i5 CPU: 2-core

        4 GB RAM Not upgradeable

            BANK 0/DIMM0

                2 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                2 GB DDR3 1600 MHz ok

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en0: 802.11 a/b/g/n/ac

        Battery: Health = Normal - Cycle count = 39

     

    Video Information: ⓘ

        Intel HD Graphics 6000

            Color LCD 1440 x 900

     

    System Software: ⓘ

        OS X El Capitan 10.11.6 (15G31) - Time since boot: less than an hour

     

    Disk Information: ⓘ

        APPLE SSD SM0256G disk0 : (251 GB) (Solid State - TRIM: Yes)

            EFI (disk0s1) <not mounted> : 210 MB

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

            Macintosh HD (disk1) / : 249.78 GB (34.64 GB free)

                Core Storage: disk0s2 250.14 GB Online

     

    USB Information: ⓘ

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

     

    Thunderbolt Information: ⓘ

        Apple Inc. thunderbolt_bus

     

    Gatekeeper: ⓘ

        Anywhere

     

    System Launch Agents: ⓘ

        [not loaded]    7 Apple tasks

        [loaded]    157 Apple tasks

        [running]    74 Apple tasks

     

    System Launch Daemons: ⓘ

        [not loaded]    43 Apple tasks

        [loaded]    158 Apple tasks

        [running]    89 Apple tasks

     

    Launch Agents: ⓘ

        [loaded]    com.google.keystone.agent.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Java-Updater.plist (2015-12-20) [Support]

     

    Launch Daemons: ⓘ

        [loaded]    com.adobe.fpsaud.plist (2016-06-28) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-07-11) [Support]

        [loaded]    com.oracle.java.Helper-Tool.plist (2015-12-20) [Support]

     

    User Login Items: ⓘ

        iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

        Dropbox    Application  (/Applications/Dropbox.app)

        Google Chrome    Application Hidden (/Applications/Google Chrome.app)

        TimehopSync    Application  (/Applications/TimehopSync.app)

     

    Other Apps: ⓘ

        [running]    2BUA8C4S2C.com.agilebits.onepassword-osx-helper

        [running]    com.etresoft.EtreCheck.111712

        [running]    com.getdropbox.dropbox.64352

        [running]    com.timehop.TimehopSync.56992

        [loaded]    391 Apple tasks

        [running]    185 Apple tasks

     

    Internet Plug-ins: ⓘ

        o1dbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-15) [Support]

        Default Browser: 601 - SDK 10.11 (2016-08-01)

        NP_2020Player_WEB: 5.0.94.0 - SDK 10.6 (2011-10-26) [Support]

        AdobePDFViewerNPAPI: 11.0.10 - SDK 10.6 (2014-12-02) [Support]

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-07-13) [Support]

        Silverlight: 5.1.41105.0 - SDK 10.6 (2016-01-02) [Support]

        QuickTime Plugin: 7.7.3 (2016-08-01)

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-07-13) [Support]

        googletalkbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-11) [Support]

        NP_2020Player_IKEA: 5.0.94.1 - SDK 10.6 (2012-09-28) [Support]

        AdobePDFViewer: 11.0.10 - SDK 10.6 (2014-12-02) [Support]

        JavaAppletPlugin: Java 8 Update 101 build 13 (2016-07-24) Check version

     

    User internet Plug-ins: ⓘ

        CitrixOnlineWebDeploymentPlugin: 1.0.105 (2013-04-25) [Support]

     

    Safari Extensions: ⓘ

        1Password - AgileBits - https://agilebits.com/onepassword (2016-07-22)

        Ebates Cash Back - Ebates Performance Marketing, Inc. - http://ebates.com/ (2016-01-30)

        iMedia Converter Deluxe   - iSkysoft Studio - http://www.iskysoft.com (2016-06-14)

        Pin It Button - Pinterest, Inc. - http://www.pinterest.com/ (2016-04-20)

     

    3rd Party Preference Panes: ⓘ

        Flash Player (2016-06-28) [Support]

        Java (2016-07-24) [Support]

     

    Time Machine: ⓘ

        Skip System Files: NO

        Mobile backups: ON

        Auto backup: YES

        Volumes being backed up:

            Macintosh HD: Disk size: 249.78 GB Disk used: 215.14 GB

        Destinations:

            Data [Network]

            Total size: 2.00 TB

            Total number of backups: 141

            Oldest backup: 4/22/14, 2:57 PM

            Last backup: 8/10/16, 1:51 PM

            Size of backup disk: Excellent

                Backup size 2.00 TB > (Disk size 249.78 GB X 3)

     

    Top Processes by CPU: ⓘ

             5%    WindowServer

             2%    fontd

             2%    kernel_task

             0%    cloudpaird

     

    Top Processes by Memory: ⓘ

        614 MB    kernel_task

        315 MB    com.apple.WebKit.WebContent(2)

        193 MB    mdworker(13)

        188 MB    Safari

        139 MB    Dropbox

     

    Virtual Memory Information: ⓘ

        321 MB    Free RAM

        3.68 GB    Used RAM (904 MB Cached)

        0 B    Swap Used

     

    Diagnostics Information: ⓘ

        Aug 10, 2016, 01:54:43 PM    Self test - passed

        Aug 10, 2016, 08:32:26 AM    ~/Library/Logs/DiagnosticReports/com.apple.WebKit.WebContent_2016-08-10-083226_ [redacted].crash

            /System/Library/Frameworks/WebKit.framework/Versions/A/XPCServices/com.apple.We bKit.WebContent.xpc/Contents/MacOS/com.apple.WebKit.WebContent

        Aug 7, 2016, 10:49:43 PM    ~/Library/Logs/DiagnosticReports/com.apple.preferences.sharing.remoteservice_20 16-08-07-224943_[redacted].crash

            /System/Library/PreferencePanes/SharingPref.prefPane/Contents/XPCServices/com.a pple.preferences.sharing.remoteservice.xpc/Contents/MacOS/com.apple.preferences. sharing.remoteservice

  • by Loner T,

    Loner T Loner T Aug 10, 2016 1:46 PM in response to heyjude104
    Level 7 (23,833 points)
    Safari
    Aug 10, 2016 1:46 PM in response to heyjude104

    heyjude104 wrote:

     

    Problem: Other problem

    Description:

    iTunes does not recognize external optical drive so not able to burn a CD

     

    Notice this error. After you removed the iSkySoft software, did you run a SMC and NVRAM reset?

  • by heyjude104,

    heyjude104 heyjude104 Aug 10, 2016 5:55 PM in response to Loner T
    Level 1 (6 points)
    Mac OS X
    Aug 10, 2016 5:55 PM in response to Loner T

    I hadn't run those tests after removing iSkySoft software, but I did now since you asked, and it didn't change anything.

  • by Loner T,

    Loner T Loner T Aug 10, 2016 6:18 PM in response to heyjude104
    Level 7 (23,833 points)
    Safari
    Aug 10, 2016 6:18 PM in response to heyjude104

    Please backup your current OS X installation. If you have Windows please back up. If possible, make two backup copies. Once you have a backup, boot into Local Recovery (not Internet Recovery), and re-install OS X and test. If you see Internet Recovery, you will need to install OS X on an external disk and then upgrade till it matches the version on your internal disk, before you use the external disk's Local Recovery to re-install OS X on the internal disk.

     

    Please see the following as a reference.

     

    About OS X Recovery - Apple Support

    How to install OS X on an external drive connected to your Mac - Apple Support

  • by heyjude104,

    heyjude104 heyjude104 Aug 10, 2016 6:29 PM in response to Loner T
    Level 1 (6 points)
    Mac OS X
    Aug 10, 2016 6:29 PM in response to Loner T

    Wow, thank you, but I am not comfortable with doing what you are describing. It all seems pretty overwhelming since I don't really understand it all well enough.

     

    I live about 250 miles from the nearest Apple Store/Genius Bar, but I do travel to Denver and Dallas occasionally. I'll see if I can live without the burn option for now, plan a trip soon, and make an appointment and let someone else fix it.

     

    Really appreciate your help. Thanks.

  • by Loner T,

    Loner T Loner T Aug 10, 2016 6:40 PM in response to heyjude104
    Level 7 (23,833 points)
    Safari
    Aug 10, 2016 6:40 PM in response to heyjude104

    Do you have a second Mac which does not have any iSkySoft software?

  • by heyjude104,

    heyjude104 heyjude104 Aug 10, 2016 6:42 PM in response to Loner T
    Level 1 (6 points)
    Mac OS X
    Aug 10, 2016 6:42 PM in response to Loner T

    Yes, I do. My husband also has a Macbook Air, a couple years older than mine, but virtually the same computer.

  • by Loner T,

    Loner T Loner T Aug 10, 2016 6:49 PM in response to heyjude104
    Level 7 (23,833 points)
    Safari
    Aug 10, 2016 6:49 PM in response to heyjude104

    Take your Superdrive to the other Mac, use a simple playlist, and test burning. If it works, you know what the issue is.

     

    If the other Mac runs the same OS X version as yours, then Target Disk Mode - Share files between two computers with target disk mode - Apple Support - can be an option to re-install OS X. If you are not comfortable, then the Genii at the Apple store are always available to assist.

  • by heyjude104,

    heyjude104 heyjude104 Aug 10, 2016 6:56 PM in response to Loner T
    Level 1 (6 points)
    Mac OS X
    Aug 10, 2016 6:56 PM in response to Loner T

    Love your relentless optimism.

     

    I might be willing to give that a try, but won't have time to do it for a couple days.

    I'll respond again once I try it or at least let you know if I decide I'm not up for the challenge.

  • by Loner T,

    Loner T Loner T Aug 10, 2016 7:20 PM in response to heyjude104
    Level 7 (23,833 points)
    Safari
    Aug 10, 2016 7:20 PM in response to heyjude104

    Post back when you are ready. A solved problem is always a great satisfaction.

  • by Courcoul,

    Courcoul Aug 11, 2016 6:37 AM in response to heyjude104
    Level 6 (14,193 points)
    Aug 11, 2016 6:37 AM in response to heyjude104

    The EtreCheck reports have proven to be quite useful and insightful. Once you've tested the optical drive on the other Mac to ensure it is ok, let's try one last test. Restart your Mac in Safe Mode with the drive attached and see if it works. Only OS X components, no third-party extensions are loaded in this mode: should the drive work, then it will confirm that there's something in the sum total of the OS and applications software interfering with the operation. We can then proceed to hunt down the miscreant if you want to avoid the nuclear reinstall option.

  • by heyjude104,

    heyjude104 heyjude104 Aug 11, 2016 9:01 PM in response to Courcoul
    Level 1 (6 points)
    Mac OS X
    Aug 11, 2016 9:01 PM in response to Courcoul

    I tested the optical drive on the other Mac, the same problem exists, the "Burn playlist to disc" is greyed out, so I was not able to burn a CD in iTunes using the drive on that Mac either.

     

    Does that mean that the Optical Drive itself is where my issue is?

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