Clevo M570U: dvd drive not recognized in Vista, but ok in BIOS

Hi there,

I know there are already a couple of threads about this kind of problems, but I have tried nearly everything and am getting hopeless how to resolve the issue.

My drive is a TSST corp cd dvdw sn-s082n built in a Clevo M570U laptop.
The drive is not recognized by Vista, is not visible in explorer, moreover I have no cd/dvd drive detected at all in the device manager.
However the drive is detected by the bios as slave device on secondary ATA channel. My hard drive is master on the primary channel, the slave device for primary ATA is set to 'none' in BIOS.

I have tried the following, without any success:
- In device manager, uninstall the IDE channel to which the drive is connected and reboot
- Open the registry and delete the UpperFilters, LowerFilters in the proper key {4D36E96C-E325-11CE-BFC1-08002BE10318}. In my case I couldn't find the LowerFilters and UpperFilters entries at all.
- physically unmount the drive, boot once, turn off, mount back the optical device and reboot

Everything was working ok until a few days ago.
Meanwhile I installed some software and upgraded Vista to SP1. I tried to reverse the previous steps and uninstall SP1, but that didn't bring back my drive.

HELP!!! I am clueless what to try next.

Kind regards,
MateoTTR

 

What other "software" did you install other than _Vista SP1?

 

I installed Cyberlink PowerDVD software.
I have uninstalled it since then.
I was also using Daemon Tools Lite that I uninstalled too.

 

This was an old XP fix I had written for the same problem, but it may work for you.
It is a registry script so download, unzip and double click. Even if it doesn't work it takes you 30 seconds from start to finish.

[Link back to website removed - Mods]

 

Mods, the link is to a specific file download in a protected directory that can not be searched. It is not a link-back per-se, clicking it will not even leave this page???

 

KillerNotebooks, thanks a lot for sharing your script.
I did run the script and reboot, unfortunately it did not bring back my dvd drive in the explorer.
There is still nothin found in the device manager, and no device are listed when I look at the properties/advanced parameters of the secondary IDE channel.
It seems that the drive is not found by the OS while enumerating the devices on the IDE channels...
My problem sounds very similar to what blackbird encountered in http://forum.notebookreview.com/showthread.php?t=160496
But in bios I cannot change the detection mode for ATA device ('none' or 'auto')... Unless I can flash the my bios to a more recent version.

I will try later today to boot on a usb key with ubuntu and check that the drive is functional.

 

I also found this:

• Open Regedit
• HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}
• delete "Upperfilters" and "Lowerfilters" and then restart.

 

Thx for the suggestion, I tried that already (see my first post)
I have no entries UpperFilters / LowerFilters in "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}"

I just booted ubuntu with a usb key. The drive is properly recognized and 100% functional. So there is something definitely wrong with Vista...

Mateo

 

I have a very similar problem with one of my dvd drives. I use windows vista. My dvd-rom works fine but my dvd-rw appears in the bios but disappears in windows. The only solution I have come across that works is right click my computer. Click Manage. Then left click on Device Manager. Then in the device manager window right click on any of the things listed and select scan for hardware changes. This makes my dvd-rw appear but I have to do it every restart which is a pain but a semi-solution and the only one I have encountered that works.

 

Unfortunately that will not do it for me.
I tried to scan for new device, doesn't work.
I tried to uninstall the IDE channels, after reboot the channels are detected again but still no dvd drive.
This is just crazy, Vista just won't enumerate the devices on the secondary IDE channel no matter what...

Drive is found in BIOS, I can boot on a CD/DVD, and the drive works ok in ubuntu...

 

OK, bare with me...I know this doesn't sound like a solution, but I want you to try something.

I had something very similar happen to a test machine that I like to set up and break by throwing every nasty idea I can at it (actually, just use it for beta testing, but some of this software is really shoddy).

In my case the drive was "there" but it was completely unfunctional. You couldn't read a disk if you inserted one. Removing it in device manager achieved nothing.

I spent several hours trying to fix it using what appears to be all the methods you were trying, but even though this sounds like a machine issue, there are several dozen settings that are user specific that impact the optical drive hardware....for example, autoplay, autodetect....turns out THAT is what was causing my issue.

Create a new user account, call it TEMP

START ORB > CONTROL PANEL > USER ACCOUNTS

Reboot.

Log into new account. Does the drive work?

If the drive works in the new profile, report back...

 

Thanks for your suggestion.
I have just tried it but unfortunately it did not bring the drive back :-(
Still nothing in explorer nor in device manager

 

You can uninstall the primary/secondary IDE/SATA controllers (in the Device Manager)... which ever on the Optical drive is using.

Then restart, which would force Windows to re-detect the devices on those channels.

 

Well, crap....I was optimistic for a moment....looks like my own issue was a one in a million wierdo event

After you give Gophns suggestion a whirl, have you tried in safe mode yet? I ask because I don't see that you did and I am wondering if a device driver is causing a conflict.

Also, could you export and paste the contents of

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}

Finally, and this seems too obvious, but did you run a system restore point to before this occured?

 

That's actually one of the things I already tried (see first post).
The secondary IDE controller is re-installed but still no devices are found.
Which brings me to the conclusion that Vista can't enumerate the devices on this channel anymore.
Well ubuntu can do it, and Vista used to be able to do it until a week ago, but right now no devices can be listed on the secondary channel, no matter how many times I uninstall/reinstall it in the device manager.

 

I have tried to go in safe mode right when the problem appeared and the drive was still not visible neither in explorer, nor in device manager.
I will give it a try again and report back.

Here you are, does it look right?

Unfortunately, when I tried to restore the system to a previous state, only 2 restore points were possible, and both were largely posterior to the appearance of the problem. Too bad I thought about system restore so late...

 

Just out of curiosity, what version of Cyberlink PowerDVD software did you install? Also, if you reinstall that software, what happens?

The reason I ask is that a quick google on the set of terms ("Cyberlink PowerDVD software" vista+problems) pulls up quite a large number of hits, but a quick review didn't pin things down to one or two discrete problems.

 

Go here and follow the instructions to download and run devcon

http://support.microsoft.com/default.aspx/kb/929461/en-us

Put devcon in the root of your drive for ease of use

at command prompt, type

cd c:\

then type

devcon stack gencdrom > cdrom.txt

now, in the root you will find
cdrom.txt

open in notepad and paste contents

 

I installed PowerDVD Ultra 8.0.1730.
I am not aware of specific issues with PowerDVD, but I will certainly google a bit.

 

I have already run into this microsoft help page and downloaded devcon.
Here is what I get:

 

I must say I really appreciate the help I am getting on the forum.
I rebooted in safe mode. Exactly the same problem.

No DVD drive in explorer:


No DVD drive in device manager:


Properties/Advanced parameters for secondary IDE channel in device manager:

 

hmm, interesting

Two more thoughts....but I don't want to do them both at once and cannot decide which to try first...

In device manager, go to VIEW and check HIDDEN devices.

If it shows up, report back and do not do the following

If your drive does not show up,

In the registry, export then delete the subkeys on the key we've been looking at

0000
0001
0002

reboot

 

It is funny how we end up having the same ideas.
I have actually already tried the 2 things you proposed.
Showing hidden devices makes no difference, still no cd/dvd device.
I have tried deleting the complete key {4D36E965-E325-11CE-BFC1-08002BE10318}.
After reboot it was back with only the 0002 sub key. After this experiment I have restored the key to its original state.

 

I noticed something weird.
On the front panel right where you have the leds with the battery level and the time, there are two extra digits highlighted just near the time on the left.
The two digits show random hexadecimal values when vista boots and then keep a constant value like 00 or C0.
I just wonder what these 2 digits are for, I remember that in the past they were always off. Maybe they are only useful with the AudioDJ feature?

 

This is getting even weirder.
When I press Fn+F1 or Fn+F2 it is changing the values for the 2 digits that show on the led indicator panel.
In the past Fn+F2 was putting all the fans to maximum but it no longer does that (I don't recall what Fn+F1 did).
I wonder if my laptop has gone into some sort of debug mode?

Any advanced expertise on the M570U functioning is greatly appreciated.

 

did you flash the bios on this?

 

No I never flashed the bios.
I could never find any bios version for the M570U anyway.

 

Back to computer managemnet.....click on STORAGE, DISK MANAGEMENT

does the drive show here?

 

Nope


I would like to flash the bios and keyboard bios, but there is no way I can get my hands on these. They are available on eurocom site, but download is protected with login/password:
http://www.eurocom.com/support/drivers/bios/m570u_bios.htm

Also I found another post about the front panel led display issue:
http://forum.notebookreview.com/showthread.php?t=115995
In my case the battery trick did not help, and I still have the weird hexadecimal numbers, Fn+F1 and Fn+F2 no longer work...

 

I got rid of the front panel led display bug by removing the battery AND unplugging the power cable for 1 minute.
This is at least one problem solved.

Now the dvd is still undetected in Vista.
I might consider reinstalling, but that's such a pity I can't find the root cause of this issue.

BTW I tested the Audio DJ feature, works fine.
Booted again ubuntu with a usb stick, drive works fine too.

 

I've been bouncing this around in my head all day trying to figure out what is going on here (I know, you've been tearing your hair out for days), and the more I think about it, the more I am leaning towards a damaged atapi.sys or layer....the only thing is, how do you fix that in Vista?

First, before we try anything fancy, have you inserted your Vista disk and booted from it, chosen REPAIR (bottom left) and chosen STARTUP REPAIR?

Normally, this is reserved for issues where the PC simply will not start, but it acts on a very low level by repairing system drivers....I don't know if ATAPI.SYS is a "system" driver essential for startup, but I sure think it ought to be.

The other thing is--and this is a bit of a long shot, is navigate to c:\windows\inf and located mshdc.inf.

Right click it, choose INSTALL--the thing is, I think this (if it works) would want to access the dvd drive to reinstall some files. I actually have doubts this will have any result, because while it worked in windows 98, I don't think it will work in XP or VISTA.

While you're on this idea, do a search for atapi.sys (full drive)...what are the results?

 

Another thought, and this seems pretty obvious...after removing the secondary controller again, ntoe the time and reboot.

Now, back to computer management, and go to EVENT VIEWER > SYSTEM

Anything showing an error or warning here? (note, only those events SINCE the removal of the controller)




What about under APPLICATIONS in Event Viewer?

Anything showing an error or warning here?

 

Hi Gerry,

You might be spot on with the idea that atapi.sys or another important system file is corrupt or broken.
Now I recall that while I upgraded to SP1, it was taking quite a long time and I left my PC turned on over night to complete the process. But I forgot to plug the power cable and the laptop ran out of battery in the middle of the upgrade. The next morning I had to unroll the SP1 install and re-install. It is very likely that the problems started from then on.
I guess should have remembered that ealier and mention it to you guys.

I have had a look at the event viewer a couple of times, nothing special there.
I left my Vista DVD at home and am right now on vacation. I will definitely try to repair windows when I come back.
I will try to run "sfc /scannow" to see if anything is wrong with my system files.
Anyone could provide a fresh atapi.sys file so that I could binary compare it to mine?

 

Of course, it does not have to be the atapi.sys file--there are multiple files/settings involved in the atapi layer--given the new information, I feel pretty confident that is what we are dealing with now.

I will continue investigating a way to repair the atapi layer...this stuff was easier in earlier OSs....

 

here's atapi.sys zipped up

 

Thanks a lot for your quick reply.
The binary compare said our two files are identical.
The "sfc /scannow" said all my system files are ok, no corruption.

 

that doesn't surprise me...atapi.sys does not appear to have changed from vista rtm to sp1

That does not mean a support file did not, however, or that registry settings involving it did not.

I'd still like to see a startup repair before a reinstall--as well as some sort of atapi layer repair...just not coming up with anything in my search

 

It seems vista doesn't want to install mshdc.inf.
I get an error message saying "inf file does not support method of installation".

 

yeah, I suspected that,rats...I'd never tried it with Vista but thought it might not work

 

Hi. Having same problem with another M570U.
Running with XP is smooth but after installed Vista DVD-RW is gone.
Same symptoms U have mateottr. Did the same tries but to no avail too.
Just DVD model is different I think. An Optiarc 7530A/C. And Vista was originally installing your DVD. Mine didn't appear since day one. Works perfectly in XP, Ubuntu, can install from it directly from boot. But after Vista is installed there's no DVD in the Device Manager.

If U guys can point something different to try it will be much appreciated.

 

Just so we are clear
you have

• sp1
• nothing in device manager

 

Still not SP1. Just Vista.
Yes. Nothing in Device Manager.

 

tamahome,
Did you look at this thread: http://forum.notebookreview.com/showthread.php?t=160496
It seems that playing woth bios settings helped some people out.
Did not work for me though (I can't change anything in bios)

 

OK, more registry diving for you guys

Look for the following--do either of you have any of these keys?

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Cdr4_2K

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Cdralw2k

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Cdudf

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\UdfReadr

If so, export the key, then delete the entire key (yellow folder on the left) and reboot.

DVD reappear?

 

Also

Check CONTROL PANEL > Programs and Features and look at Windows Updates....do either of you have the update

KB947562?

If so, uninstall and reboot.

(we can always reinstall later)

 

I have already googled into a page that proposed to delete these keys.
In my case, I have none of the 4 keys present in registry.
However I do have: cdrom, cdfs and udfs in HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\

 

Those belong there....I still think you are a corrupt atapi layer....I think his situation might be slightly different.

 

I had the update KB947562 and I uninstalled it. Rebooted.
DVD did not re-appear :-(

 

Are you using genuine Windows Vista? Some authentication cracks can cause this.

 

OK, did some more fishing and found something that I think is interesting, moreso for tamahome. Are you certain that is your drive model?

tamahome--your dvd drive is NOT on the Vista Hardware Compatibility List. That could explain why your drive has never worked at all.

mateo, your drive is also NOT on the Vista HCL, though some similar drives are (close model numbers). I am less convinced this is your issue since it worked and then did not work.