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102342
November 30th, 2015 10:00
XPS 8700 - BD-ROM (HL-DT-ST DVDRW/BDROM CH20N) Not Recognized Windows 10
Hi,
The issue I am having is that my BD-ROM drive is suddenly no longer recognized by Windows 10 (with 1511 update installed).
I have searched extensively on Dell forums and the web to resolve this issue. The registry fix often mentioned (e.g. http://www.tenforums.com/drivers-hardware/16301-windows-10-my-dvd-cd-drive-not-recognised-all-post366938.html#post366938) does not work at all.
I ran the Dell SupportAssist diagnostics, and it recognizes my drive model and serial number, but does not read any media. In Windows itself, I am unable to click on the drive as it shows "Access Denied" and the Eject option also throws an error.
My system is relatively new (2 years old) but just outside the extended warranty which expired 2 months ago. Can someone please help in resolving this?
Thanks
DELL-Todd S
3 Apprentice
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1.8K Posts
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December 6th, 2015 14:00
Hello,
The November cumulative update for Windows 10 (the 1511 update) was only released recently. Specific hardware manufacturers normally update the firmware for their components, release them, and we then validate the updates and place them on our support site for download (once we've tested and confirmed the update).
If the manufacturer hasn't produced that update yet it may be something they are working on or there may be other delays. Hopefully it will be released soon, or perhaps Microsoft will put out an update if they find something in their 1511 update that needs to be corrected.
Unfortunately I have no way to tell when these corrections will happen so you may want to remain on Windows 10 without installing the November update package until a fix is released.
Todd
ciantech
6 Posts
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December 2nd, 2015 11:00
Yes, I did try everything in that guide, to no avail.
The error when ejecting simply is "Could not eject". I also found a related issue which is that I am unable to use the Windows Explorer ISO mounting tool, as that too fails to load any ISO (I made sure they don't have parse attributes) and create a virtual drive. So in my case, both physical and virtual drives are not working on my system.
I thought it could be a SATA mode issue (current set to RAID), but when I tried to switch SATA modes it caused my computer to no longer boot.
As for the type of discs, I tried them all; even simple data discs with jpgs on them don't show up. however, the BIOS does recognize the drive and even Nero InfoTool recognizes the drive model and serial number and features on Windows. Just not Windows itself. As a result, I thought this was related to the Intel chipset driver, but tried updating that too to no avail.
DELL-Todd S
3 Apprentice
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1.8K Posts
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December 2nd, 2015 11:00
Hi,
Osprey, one of our more experienced community members, created a Guide to Troubleshooting Optical Drive Issues, and my first recommendation would be to check that out.
You said that you get an error when you try the Eject option in Windows 10. What error message are you getting? That may help lead us to find out what the root cause of the problem is.
Also, what type of media are you trying to read? Movie discs or do you have blue ray data disks that you are trying to access? Is there any difference when trying to read CDs or DVDs as opposed to BDs?
Check out Osprey's guide and see if that helps. If not, come back and let us know what you tried, what kind of media you are using (and if there is any difference between what happens with each type), and what that error is that you're seeing, and we'll see what else we can suggest to try to help.
Todd
DELL-Todd S
3 Apprentice
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1.8K Posts
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December 3rd, 2015 11:00
Hello,
A couple of thoughts. When you go into Device Manager you see the drive but does it list the make and model of the BR drive? If so, try googling the make and model number and see if the manufacturer has posted any firmware upgrades for it in conjunction with Windows 10.
The link you provided, from the quick look I took at it, appears to only suggest Solution 1 that this site suggests. Try the other solutions, one by one, to see if they help.
You could also try and delete the BR drive from device manager, reboot your system and allow Windows to try to reconnect the drive. Hopefully that will clear up any conflict in Windows 10 that is causing the problem.
Lastly, if none of the above work, shut down your system and manually switch the BR drive from one SATA port on the motherboard to another and see if that helps.
Let us know if any of this works. Hopefully something will.
Todd
ciantech
6 Posts
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December 4th, 2015 11:00
Hi Todd,
Thanks for your assistance. Yes, I did try those suggestions already, no updated firmware for my drive.
I confirmed that if I downgraded back to Windows 10 (not 1511 update), the BD-ROM works perfectly without issues. In device manager when in Windows 10 with 1511 update, it does not detect the proper name/model of the drive, just lists it as a generic CD-ROM device. However, in Windows 10 without 1511 update, it shows up as HT-DT-ST CH20N. Since I bought the system from Dell, why isn't there any update on the BD-ROM firmware or software to make it work with 1511 update?
ciantech
6 Posts
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December 7th, 2015 09:00
Is there a way for you to bring this to their attention? I have a Dell XPS 8700 SE system, so It would be helpful if you guys took the lead in trying to notify the manufacturer, as there's no way for me to do so
DELL-Todd S
3 Apprentice
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1.8K Posts
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December 7th, 2015 10:00
Hi,
Yes, the data and issues discussed on these boards is fed back to our product group for review. Sorry I couldn't have been of more direct help.
Todd
ciantech
6 Posts
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February 22nd, 2016 09:00
Can you advise if this has been addressed now? I'm reluctant to proceed with upgrading to Windows 10 Release 1511 again without confirmation that the Blu-Ray drive will work this time
Anand