Troubleshooting CD-ROM problems
If your CD- ROM is not working properly there are a number of steps you can take to try to resolve the problem. For permanently installed CD-ROM drives, such as in a desktop, your options are limited to the first three steps listed below. If those do not resolve the problem, click here for more information. If you are looking for information on installing a CD-ROM to the Portege 3110 see document 35001 — Using your new Portege 3110. Please note that DVD is not supported. If you have a combination drive only the CD-ROM functionality is supported. Windows NT systems do not support DVD. Newer Windows 2000 builds do have DVD drivers, but they are still not supported. DVD drivers loaded from other sources may corrupt your machine forcing a rebuild.
To troubleshoot CD- ROM problems take the following steps:
If the CD-ROM won't eject the disk open a paper clip and stick it into the small hole near the eject button on the CD-ROM drive.
Check that the problem is not the disk. Find a CD that you know works in another machine and try it in your machine.
The CD-ROM drive or disk may be dirty. Click here for cleaning instructions.
Check that it is not a sound problem. That other sounds work may not answer the question. Go through the document 30004 — Troubleshooting "no sound" problems. If you are using external speakers or headphones try a different set that you know works to be sure that isn't the problem. If you have the speaker or headphones attached to the speaker jack on the computer, try attaching them to the speaker jack on the CD-ROM instead.
Make sure the CD-ROM drive is installed or plugged into the correct location.
If you have a "SelectBay" expansion hard drive for your Toshiba laptop that hard drive is installed in place of the CD-ROM drive.
You can continue to use the CD-ROM drive by removing the hard drive and putting in the CD-ROM drive. When you want to use the SelectBay again, just remove the CD-ROM drive and put the SelectBay drive back in. For instructions on removing the SelectBay, click here.
You cannot use the CD-ROM drive and SelectBay drive at the same time.
You cannot use the CD-ROM drive by putting it in the floppy drive case.
The CD-ROM drive may not be properly seated in your laptop. For instructions on removing and replacing the CD-ROM from the SelectBay, click here.
If you plugged in your CD- ROM drive after you turned on your machine then your operating system may not recognize it. Shut down your machine and reboot it with the CD- ROM drive attached.
The cord may be loose or not properly seated. Shutdown and power-off your machine. Unplug the CD- ROM then plug it back in again. Reboot and test the CD- ROM.
Check the condition of the cord. Are there any kinks or tears in the cord? Are any of the pins in the plug or socket bent? If you see any of this kind of damage you may need to repair your CD- ROM drive. IF you can borrow someone else's cord you may be able to identify that your cord needs to be replaced.
If you have an external CD-ROM drive borrow a CD- ROM drive that you know works. Shut down your machine and reboot it with the borrowed CD- ROM drive attached. If the borrowed CD- ROM drive works then you need to repair or replace your CD- ROM drive. For information on repairing or replacing your CD- ROM see document 73001 — How to order a computer and basic equipment, keyboard, or a monitor.
If the problem is the drive letter assignments you can assign each drive a permanent drive letter. See document 39016 — How to assign permanent drive letters.
DVD is not supported but if you are getting the error message Create Overlay Failed. Please Lower your screen resolution or color depth or Unable to create video window, please try altering your display settings try shutting down (deactivate) PC-DUO client during your DVD session. If you don't have PC-DUO try changing your screen resolution to 800 x 600 then experimenting with number of colors. For more information see Eureka! document 69002 — How to change screen resolution, font size, or icon size.
Delete the drivers and allow Windows 2000 to reinstall them. See Eureka! document 39071 — How to reinstall CD-ROM/DVD drivers.
In some cases the above steps will result in a properly working CD- ROM. If the above steps did not correct the problem open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Cleaning the CD- ROM.
For the most part you cannot gain access to any part of the CD-ROM that might need cleaning without taking it apart, and that task must be left to the discretion of the technician. If you have "canned air" available you can use that to try to blow out anything that might be on the lens, or jamming the mechanism. Dirt and grime are most of the cause of problems, but any kind of cleaning that involves dismantling any part of the CD-ROM drive should be done a certified technician.
Very often the problem is a dirty disk. To clean the CD-ROM disk: Use a soft cloth, tissue, or paper towel moistened with water and a small amount of mild detergent. Wipe from center to edge. Do not use a circular motion. You can also wash under running water. Don't use a dry cloth because that may cause dirt particles to scratch. Gently dry with a lint free cloth.
Return to the troubleshooting list above.
Which kind of machine do you have?
A different model, not listed.
To remove and reseat the CD ROM on the Toshiba Tecra 520 or 550 follow these steps:
Shutdown and power off the machine. Unplug it, and remove all external connections (mouse, monitor, keyboard etc).
Turn the machine upside down. With the back of the machine facing away from you the CD-ROM drive will be on your left hand side.
First unfold the left keyboard leg by sliding the leg latch to the left.
The SelectBay release lever is near the upper right hand corner of the SelectBay drive near the back of the machine. Slide the release lever toward the back of the computer.
Along the right hand side of the SelectBay module there is a slot. You can insert a coin in the slot and twist gently to unseat the SelectBay module and slide it to the left. You cannot slide the SelectBay module entirely out, it only opens a quarter inch or so.
Lift the SelectBay Module out of the computer.
When replacing the SelectBay Module tilt it slightly and insert it from above. Slide it closed and press firmly on both corners until it clicks into place.
Return to the troubleshooting list above.
To remove and reseat the CD ROM on the Toshiba Tecra 510 follow these steps:
Shutdown and power off the machine. Unplug it, and remove all external connections (mouse, monitor, keyboard etc).
Below the CD ROM drive is a "Front SelectBay Lock" slide lever. Slide it all the way to the right. You should see a red marking indicating the bay is now unlocked.
On the left side of the machine just above the power button is a "Module eject lever". It is kind of oval shaped. The far end of that button has a slight indentation. Push in firmly on the indentation and the button should pop out turning into a lever.
Gently but firmly turn the front end of the lever upward to eject the CD ROM from the bay.
Replace the CD ROM by sliding it back into the bay and pushing firmly on both corners
Slide the Front SelectBay Lock all the way to the left. If it does not slide easily your CD ROM has not been fully inserted. Push firmly to reseat the CD ROM.
Push the module eject lever back into place flush with the computer's case.
Return to the troubleshooting list above.
To remove and reseat the CD ROM on the Toshiba Tecra 8000 follow these steps:
Shutdown and power off the machine. Unplug it, and remove all external connections (mouse, monitor, keyboard etc).
Turn the machine upside down. Face the front of the machine toward your right hand.
On the side of the machine next to the CD ROM drive is a "Front SelectBay Lock" slide lever. Slide it toward the back of the machine as far as it will go.
The module should pop out just slightly,
Slide the module out toward the front of the machine.
Replace the CD ROM by sliding it back into the bay and pushing firmly on both corners
Slide the Front SelectBay Lock toward the front of the machine. If it does not slide easily your CD ROM has not been fully inserted. Push firmly to reseat the CD ROM.
If you get the message "Selectable bay lock key is unlocked. please power off the machine and lock the selectable bay lock key then power on." then your module is not properly seated.
Return to the troubleshooting list above.
To remove and reseat the CD ROM on the Toshiba Tecra 8100 follow these steps:
Shutdown and power off the machine. Unplug it, and remove all external connections (mouse, monitor, keyboard etc).
Turn the machine upside down.
On the bottom of the machine next to the CD ROM drive is a "Front SelectBay Lock" slide lever. Slide it toward the back of the machine as far as it will go.
Twist a coin in the ejection slot. The module should pop out just slightly,
Slide the module out of the machine. Notice - it slides out - it does not lift out.
Replace the CD ROM by sliding it back into the bay and pushing firmly on both corners
Slide the Front SelectBay Lock toward the front of the machine. If it does not slide easily the module was not fully inserted. Push firmly to reseat the CD ROM.
If you get the message "Selectable bay lock key is unlocked. please power off the machine and lock the selectable bay lock key then power on." then your module is not properly seated.
A different model, not listed.
Look at screenshots or download a user manual from the Eureka! document on Your New Laptop. Do not attempt to remove the CD-ROM from a desktop.
Return to the troubleshooting list above.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2000, 2003
All rights reserved.
Created: db 01/10/2000
Revised: db 05/27/2003