Symptom

Files are corrupted.

Disk capacity is less than normal.

Disk’s reported capacity is less than actual size

CD/DVD drive

Particular CD or DVD not playing properly.

Cannot read any CD or DVD.

DVD movie stops playing.

Region Code error.

Call Center:

Repair Center:

Repair Center:

Suggestions

Likely Causes

Comments

Run virus scan program.

 

Use suggestions shown at

Check disk using Tools tab in

 

left.

disk’s Properties sheet.

 

 

Back up files if possible, then

 

 

use Recovery CDs to

 

 

reformat hard disk and

 

 

reinstall factory software.

 

 

Check disk using Tools tab in

Hard drive.

Use suggestions shown at

disk’s Properties sheet.

 

left.

Check partitions using

 

 

Control Panel, Administrative

 

 

Tools, Computer

 

 

Management under Storage.

 

 

Use Recovery CDs to

 

 

reformat hard disk and

 

 

reinstall factory software.

 

 

Hard disk allocates space to

 

 

diagnostic software. This

 

 

space is unavailable for other

 

 

uses, and not included hard

 

 

disk capacity reported by

 

 

Windows.

 

 

 

 

 

Check disk for proper

 

 

insertion, dirt, or damage.

 

 

Clean with soft cloth or

 

 

replace as needed.

 

 

If CD was created on CD-RW

 

 

drive, try using HP certified

 

 

media. Read and write

 

 

quality may vary for other

 

 

media.

 

 

Restart the notebook.

CD/DVD drive.

 

Make sure the CD/DVD drive

 

 

is inserted properly.

 

 

DVD may be double-sided.

 

 

Movie may be paused. Press

 

 

Play button.

 

 

DVDs contain embedded

 

 

regional codes that prevent

 

 

them from playing outside

 

 

the region in which they are

 

 

sold. This error occurs when

 

 

trying to play DVD intended

 

 

for different region.

 

 

Important: most DVD drives

 

HP warranty does not cover

allow region code to be

 

expense of correcting this

changed only a limited

 

situation.

number of times (usually no

 

 

more than four). When this

 

 

limit is reached, the last

 

 

change is hard-coded on the

 

 

DVD drive, and is permanent.

 

 

Refer to the DVD player

 

 

software help for details.

 

 

Technology Code ID)

Troubleshooting and Diagnostics 3-11