HDX16 DVD Drive Problems...

Hi all,

I just received an HP HDX16 yesterday custom configured direct from HP. I'm having one problem with this machine that is giving me a royal pain - the DVD doesn't want to burn DVD discs.

It reads CD/DVD discs fine, burns CDs just fine, but won't burn any kind of DVD media - and I've got a wide variety of excellent quality discs that I use for photo file archiving. Have tried 3 or 4 different kinds of DVD-R (all Taiyo Yuden or top brands - no junk), couple of DVD+R, couple of DVD-DL... well, you get the idea. It's not the media - it's something with the drive, driver or a conflict that doesn't show up in any of the usual places - and it's just a simple DVDRW, not a Blue Ray.

This is the same disc drive as was in the DV5t I had that burned all my media just fine. I returned that machine because the screen viewing angles were not adequate for my digital photography work, and the configuration on the HDX16 is very much the same with both running Vista 64 Home Edition. The drive model reads HL-DT-ST DVDRAM GSA-T50L in device manager, and as I said it is detected readily and is functional in every way except burning a DVD (which is basically what it's there for ).

I've done some reading and have heard many other complaints about this issue, but mostly with Blue Ray drives. I've been through all the usual steps - uninstalling and reinstalling both the hardware and the drivers, re-imaged the system, checked the registry entries, cleaned up the OS as much as possible. But nothing works, and I thought I'd ask if anyone had come across this problem and knows a definitive solution before I have to send this unit back, which I really hate to do.

If I try to copy a DVD, it will create the image, will even simulate the write cycle, but as soon as it starts the burn cycle it ejects the disc without burning a single byte. Error codes are different depending on whether I try to write directly from Vista or using DVD burning software.

It may just be a bad drive, but as a fairly tech savvy guy this seems a bit odd. Any suggestions appreciated!

Thanks!

 

Perhaps the drive as you said is defective. It's been known to happen.

 

Hi Zaz,

Thanks for your response and bringing things down to baseline and with a bit of levity

If I hadn't just received this nice, new machine after waiting through the long build and shipping process over the holidays - and then found so many issues being discussed online that were "apparent" software problems with this particular drive in newer HP's, I probably would have had it back in the box by now ready to go in for repair...

Thanks again!

 

Perhaps HP will send you a drive so you don't have to send it for service.

 

Good idea ZaZ! I'll give it a try. I've spent my career in technology, so a drive swap doesn't phase me at all - though they may see it differently.

My understanding is that the HDX owners have a special support group, so I'll have to rummage through my paperwork and see how to make that contact unless someone has the number handy.

There's nothing that makes me cringe more than the thought of going through all the inane scripted questions that you suffer through when you have to go through Tier 1 support and can't force your way to a case manager

Thanks again!

 

The direct US toll free number for HDX Tech Support is 866-408-5408

Good luck.

 

Hi ZaZ,

New drive is on the way - fairly painless process. "Hates BSOD" provided the direct HDX Support Number below, and they have a small but effective team.

I wrote a longer post here in the HDX16 lounge: http://forum.notebookreview.com/showthread.php?t=300646&page=115 so I won't repeat it here.

Will update the thread when I've received and installed the new DVD drive next week and am sure it is just a bad component.

Thanks to all for your help!

 

rh91,

I had the number in my cell phone.
The least I could do was post it.

 

Just a quick update on my DVD Drive issue - it didn't even take a week to get the drive. Talked to the HDX support team last Wednesday night, they sent me a new drive by FedEx Overnight so I had it by Friday - and after five minutes with a screwdriver I had a working drive.

They provided clear instructions, a return FedEx pre-paid and pre-printed label, so all I have to do is drop the old drive back into their shipping box and I'm done!

Thanks to all for your help and to HP for some professional and prompt response!