Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

why does my itunes keep saying disc burner or software not found

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

Posted on Apr 21, 2011 12:59 AM

Reply
15 replies

Apr 21, 2011 4:10 AM in response to emmanuelfromfontana

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.)

Apr 21, 2011 9:23 AM in response to b noir

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.

 

Apr 24, 2011 5:18 PM in response to b noir

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.

Apr 24, 2011 5:35 PM in response to emmanuelfromfontana

Strange ... doublechecking one more time.


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


User uploaded file


... 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.

Apr 24, 2011 5:55 PM in response to b noir

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.

 

Apr 24, 2011 6:07 PM in response to emmanuelfromfontana

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?

Apr 24, 2011 6:41 PM in response to emmanuelfromfontana

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?

Apr 24, 2011 7:26 PM in response to emmanuelfromfontana

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.)

why does my itunes keep saying disc burner or software not found

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple ID.