Previous 1 2 Next 15 Replies Latest reply: Apr 24, 2011 8:15 PM by b noir
emmanuelfromfontana Level 1 Level 1 (0 points)

I burnt a cd a couple days ago,with no complications,then I tried it again yesterday,I clicked on the burn disc option and did my preference for how I wanted to burn the cd,etc. Then a simple message rose from the portion where the songs info is shown,saying: "Disc burner or software not found". I tried a few methods,but to no avail. Any tips or Download recommendations?


Windows Vista
  • b noir Level 9 Level 9 (72,015 points)

    There's at least four things I can think of that can cause it.

     

    Could you post your diagnostics for us please?

     

    In iTunes, go "Help > Run Diagnostics". Uncheck the boxes other than DVD/CD tests, and click "Next".

     

    When you get through to the final screen, click the "copy to clipboard" button and paste the diagnostics into a reply here.

     

    (With any luck, the diagnostics should allow us to narrow in quickly on the most likely culprit.)

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    Thank you for responding first off,here is my diagnostics test:

    Microsoft Windows Vista Home Premium Edition Service Pack 2 (Build 6002)

    iTunes 10.2.2.12

    QuickTime 7.6.9

    FairPlay 1.11.17

    Apple Application Support 1.5.1

    iPod Updater Library 10.0d2

    CD Driver 2.2.0.1

    CD Driver DLL 2.1.1.1

    Apple Mobile Device 3.4.0.25

    Apple Mobile Device Driver not found.

    Bonjour 2.0.5.0 (214.3)

    Gracenote SDK 1.8.2.457

    Gracenote MusicID 1.8.2.89

    Gracenote Submit 1.8.2.123

    Gracenote DSP 1.8.2.34

    iTunes Serial Number 0019AEF003AF72A8

    Current user is not an administrator.

    The current local date and time is 2011-04-21 09:13:32.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is not supported.

    Core Media is supported.

    Video Display Information

    NVIDIA, NVIDIA GeForce 7150M / nForce 630M

      

    **** External Plug-ins Information ****

    No external plug-ins installed.

    iPodService 10.2.2.12 is currently running.

    iTunesHelper 10.2.2.12 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

      

  • b noir Level 9 Level 9 (72,015 points)

    Hi emmanuel ... could you try running diagnostics again please, this time with the DVD/CD tests box checked? (It looks like that box might have been unchecked when you ran your last set of diagnostics.) Paste the new set of diagnostics into a reply here as per the previous instructions.

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    Hopefully this is better...

    Microsoft Windows Vista Home Premium Edition Service Pack 2 (Build 6002)

    iTunes 10.2.2.12

    QuickTime 7.6.9

    FairPlay 1.11.17

    Apple Application Support 1.5.1

    iPod Updater Library 10.0d2

    CD Driver 2.2.0.1

    CD Driver DLL 2.1.1.1

    Apple Mobile Device 3.4.0.25

    Apple Mobile Device Driver not found.

    Bonjour 2.0.5.0 (214.3)

    Gracenote SDK 1.8.2.457

    Gracenote MusicID 1.8.2.89

    Gracenote Submit 1.8.2.123

    Gracenote DSP 1.8.2.34

    iTunes Serial Number 0015B4F0031C5B38

    Current user is not an administrator.

    The current local date and time is 2011-04-24 16:56:59.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is not supported.

    Core Media is supported.

    Video Display Information

    NVIDIA, NVIDIA GeForce 7150M / nForce 630M

      

    **** External Plug-ins Information ****

    No external plug-ins installed.

    **** Network Connectivity Tests ****

    Network Adapter Information

    Adapter Name: {C2FC3D1B-E7C6-441B-942B-B4C91C6DFE13}

    Description: Atheros AR5007 802.11b/g WiFi Adapter

    IP Address: 192.168.1.65

    Subnet Mask: 255.255.255.0

    Default Gateway: 192.168.1.254

    DHCP Enabled: Yes

    DHCP Server: 192.168.1.254

    Lease Obtained: Sun Apr 24 16:49:22 2011

    Lease Expires: Mon Apr 25 16:49:22 2011

    DNS Servers: 192.168.1.254

    Adapter Name: {9FBE6B07-42BB-4022-B4F8-BEF61984DD22}

    Description: NVIDIA nForce Networking Controller

    IP Address: 0.0.0.0

    Subnet Mask: 0.0.0.0

    Default Gateway: 0.0.0.0

    DHCP Enabled: Yes

    DHCP Server:

    Lease Obtained: Wed Dec 31 16:00:00 1969

    Lease Expires: Wed Dec 31 16:00:00 1969

    DNS Servers:

    Active Connection: LAN Connection

    Connected: Yes

    Online: Yes

    Using Modem: No

    Using LAN: Yes

    Using Proxy: No

    SSL 3.0 Support: Enabled

    TLS 1.0 Support: Enabled

    Firewall Information

      

    Connection attempt to Apple web site was successful.

    Connection attempt to browsing iTunes Store was successful.

    Connection attempt to purchasing from iTunes Store was successful.

    Connection attempt to iPhone activation server was successful.

    Connection attempt to firmware update server was successful.

    Connection attempt to Gracenote server was successful.

    Last successful iTunes Store access was 2011-04-20 16:12:40.

      

    **** Device Connectivity Tests ****

    iPodService 10.2.2.12 is currently running.

    iTunesHelper 10.2.2.12 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

    Universal Serial Bus Controllers:

    Standard OpenHCD USB Host Controller. Device is working properly.

    Standard Enhanced PCI to USB Host Controller. Device is working properly.

    FireWire (IEEE 1394) Host Controllers:

    RICOH OHCI Compliant IEEE 1394 Host Controller. Device is working properly.

    **** Device Sync Tests ****

    No iPod, iPhone, or iPad found.

  • b noir Level 9 Level 9 (72,015 points)

    Strange ... doublechecking one more time.

     

    If you set up your diagnostics as per the following screenshot:

     

    to get CD diagnostics.bmp

     

    ... what diagnostics does it eventually spit out at you?

     

    For example, I get:

     

    Microsoft Windows XP Professional Service Pack 3 (Build 2600)

    LENOVO 889703U

    iTunes 10.2.2.12

    QuickTime 7.6.9

    FairPlay 1.11.17

    Apple Application Support 1.5.1

    iPod Updater Library 10.0d2

    CD Driver 2.2.0.1

    CD Driver DLL 2.1.1.1

    Apple Mobile Device 3.4.0.25

    Apple Mobile Device Driver 1.55.0.0

    Bonjour 2.0.5.0 (214.3)

    Gracenote SDK 1.8.2.457

    Gracenote MusicID 1.8.2.89

    Gracenote Submit 1.8.2.123

    Gracenote DSP 1.8.2.34

     

     

    iTunes Serial Number 0012AB30129DB5D8

     

     

    Current user is an administrator.

    The current local date and time is 2011-04-25 12:35:12.

    iTunes is not running in safe mode.

    WebKit-accelerated compositing is enabled.

    HDCP is not supported.

    Core Media is not supported. (16005)

     

     

    Video Display Information

     

     

    Mobile Intel(R) 965 Express Chipset Family

    Mobile Intel(R) 965 Express Chipset Family

     

     

     

     

    **** External Plug-ins Information ****

     

     

    No external plug-ins installed.

     

     

    Genius ID: 09ef822d1336669449ff9fa4b24cb120

     

     

    iPodService 10.2.2.12 is currently running.

    iTunesHelper 10.2.2.12 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

     

     

    **** CD/DVD Drive Tests ****

     

     

    LowerFilters: PxHelp20 (2.0.0.0), DRVMCDB (1.0.0.1), DLACDBHM (1.0.0.1),

    UpperFilters: GEARAspiWDM (2.2.0.1),

     

     

    E: MATSHITA DVD/CDRW UJDA775, Rev CB03

    Data or MP3 CD in drive.

    Found 1 songs on CD, playing time 63:28 on CDROM media.

    Track 1, start time 00:02:00

    Get drive speed succeeded.

    The drive CDR speeds are:   4 8 16 24.

    The drive CDRW speeds are:   4.

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    Oops I apologize,I accidentally clicked all the boxes by mistake,I'll try it one more time.

     

    Microsoft Windows Vista Home Premium Edition Service Pack 2 (Build 6002)

    iTunes 10.2.2.12

    QuickTime 7.6.9

    FairPlay 1.11.17

    Apple Application Support 1.5.1

    iPod Updater Library 10.0d2

    CD Driver 2.2.0.1

    CD Driver DLL 2.1.1.1

    Apple Mobile Device 3.4.0.25

    Apple Mobile Device Driver not found.

    Bonjour 2.0.5.0 (214.3)

    Gracenote SDK 1.8.2.457

    Gracenote MusicID 1.8.2.89

    Gracenote Submit 1.8.2.123

    Gracenote DSP 1.8.2.34

    iTunes Serial Number 001CB1580304D0A0

    Current user is not an administrator.

    The current local date and time is 2011-04-24 17:51:11.

    iTunes is not running in safe mode.

    WebKit accelerated compositing is enabled.

    HDCP is not supported.

    Core Media is supported.

    Video Display Information

    NVIDIA, NVIDIA GeForce 7150M / nForce 630M

      

    **** External Plug-ins Information ****

    No external plug-ins installed.

    iPodService 10.2.2.12 is currently running.

    iTunesHelper 10.2.2.12 is currently running.

    Apple Mobile Device service 3.3.0.0 is currently running.

      

  • b noir Level 9 Level 9 (72,015 points)

    Gosh ... I think you got it right the very first time. (Sorry about that.) Whatever the problem is with iTunes and the drive, it's making iTunes believe there's no drive on the system whatsoever. So it's not giving any DVD/CD tests whatsoever. That's very rare with your particular iTunes error message.

     

    Could you check something for me please? In your Start menu, open Computer. Is the optical drive showing up in there at all at the moment?

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    Hey I did what you asked,all that shows is the HP recovery and Local disc C,that's it.

    I'm just wondering how it happened,given the fact that I made a cd the other day...

  • b noir Level 9 Level 9 (72,015 points)

    I'm thinking we may have a hardware problem here. (Possibly the connection to the drive has come loose.) Software conflicts or registry issues that can make the drive disappear from "Computer" and also produce your iTunes error message usually produce some DVD/CD test results in the iTunes diagnostics.

     

    Let's perhaps try the HP troubleshooting resources. Unfortunately, they've changed around their site a lot since I was there last, and I'm not sure where everything is kept. Try heading here (Change your country on the page if you're not from the US):

     

    HP Support and Drivers

     

    ... click "Product Support and Troubleshooting" and then click the "detect your product" button. Does that take you through to an optical drive troubleshooter, or troubleshooting documents on optical drives?

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    Ok I followed through with the steps you mentioned,and I downloaded what the page illustrated. Then I clicked continue,and it led me to this page.

    http://h20270.www2.hp.com/ediags/gmn2/ProdDetect.aspx?detectProducts=Start+Detec tion+%ufffd&lc=en&cc=us

    Forgive me if I'm not to accurate or correct with my replies.

  • b noir Level 9 Level 9 (72,015 points)
    Forgive me if I'm not to accurate or correct with my replies.

     

    No no, you're doing fine. It's more that's it's a weird variation on more usual problems, and that's throwing me off.

     

    (Sigh) when I try to access other parts of the HP site, things are not loading for me. So it might be that they're having trouble there with product detection. On the other hand, I just noticed from your diagnostics (when I went to check your HP model information) that that isn't showing up either. (In my diagnostics, for example, between my OS version and iTunes version it shows "LENOVO 889703U", which is Lenovo's designation for my particlur ThinkPad model.) So it's possible that the HP autodetect might not be able to determine which HP you've got either.

     

    What model of HP do you have, emmanuel? Is it a desktop or a notebook? (Maybe with that, I'll be able to fight my way into HP to some troubleshooting documents.)

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    I believe it's a notebook.

  • b noir Level 9 Level 9 (72,015 points)

    (Sigh) Sorry, I can't get through to any Notebook troubleshooting pages on any web browser at the moment. So I think they might be having trouble with their site.

     

    Perhaps give them a few hours, and try again? (Or, if you're under warranty, give their customer service people a call?)

  • emmanuelfromfontana Level 1 Level 1 (0 points)

    Ok thank you so much for time and hospitality.

    When I get a hold of them,I'll inform you right away of the situation,thanks again.

Previous 1 2 Next