CD/DVD drive vanishes after sleep

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My blasted CD/DVD drive vanished again. I don’t use it that often. The original CD/DVD drive was replaced several months ago under extended warranty. When it appears and is available, computer details are:

Laptop Model: Toshiba Satellite C660 PSC1GA-01E01M
OS: Windows 7 Professional SP1 – 64-bit
CD/DVD: HP DVD RW AD-7701H
Driver: c:windowssystem32DRIVERScdrom.sys, 6.1.7600.16385

Problem Behaviour: the CD/DVD drive will appear after startup or restart but is gone when computer is awakened from sleep. It is not in the ‘Computer’ Explorer window nor in Device Manager or third-party utility Speccy. It will reappear after restart. To test, I have it sleep from the Start menu command or by pressing the power button briefly. I get the same behaviour in either case.

Solutions Tried: I did have MagicISO and MagicDisc installed providing a virtual CD. Uninstalling those with a restart and sleep showed no change. I checked Event Viewer and saw many, many errors per hour for Bonjour (an Apple item that give access to Mac printers.) I uninstalled it and restarted and set it to sleep. The behaviour continues. I tried “Update Driver” in Device Manager but it states that I have the most current driver.

To verify the original model, I found an older (2012-10-19) screen capture that shows the original CD/DVD drive was the same HP model. (I do also see from another, older session that MagicISO showed up as the only CD/DVD drive in Device Manager. Might it be a player in this saga, despite removal?)

Toshiba provides a number of utilities with the computer. I tried a few–there is a “PC Diagnostic Tool”–but found no help. It shows “Skip” when CD/DVD unavailable, and “Pass” when it is and I have a CD in the drive.

The Toshiba support site lists drivers:

http://www.mytoshiba.com.au/support/computers/satellite/c660/psc1ga-01e01m/download?os=25

but I don’t see any driver for the CD/DVD. In Device Manager, I see it is using the Microsoft driver.

I can search in Google or Bing for a driver but am wary of all the results. I prefer drivers from the manufacturer.

I’m stumped… and I’ve been at this awhile. Suggestions?

Paul

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Is this a Toshiba problem? I’m working on a friends Satellite P775-S7215 laptop running Windows 7 Home Premium, fully patched. It may be a coincidence but after an Avira antivirus update there was a popup message saying something like “Avira has turned off your optical drive” (my friend didn’t write down the message). After that the Blu-ray drive was gone from Win Explorer and Device Manager. It would reappear occasionally after a reboot. We did not try putting the laptop to sleep. After trying several things we decided that the drive had broken and replaced it.

For about a month the drive worked fine. Then Avira gave the same odd message and the drive disappeared again from Win Explorer, Device Manager AND the BIOS! I hadn’t looked in the BIOS previously.

I’m at a total loss. I called Toshiba support and they were real helpful (not). They implied that this is a known issue and that the “solution” was to reset the laptop to the factory image. Of course this loses all the installed sw and required the data be restored from backup (yes I have a full image backup). I tried doing the “repair” in-place Windows upgrade but that didn’t fix anything.

I’ll try resetting it to factory, but I really don’t expect that to fix anything.

I’ll join with Paul and say HELP!!!!

Brian

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Is this a Toshiba problem? I’m working on a friends Satellite P775-S7215 laptop running Windows 7 Home Premium, fully patched. It may be a coincidence but after an Avira antivirus update there was a popup message saying something like “Avira has turned off your optical drive” (my friend didn’t write down the message). After that the Blu-ray drive was gone from Win Explorer and Device Manager. It would reappear occasionally after a reboot. We did not try putting the laptop to sleep. After trying several things we decided that the drive had broken and replaced it.

For about a month the drive worked fine. Then Avira gave the same odd message and the drive disappeared again from Win Explorer, Device Manager AND the BIOS! I hadn’t looked in the BIOS previously.

I’m at a total loss. I called Toshiba support and they were real helpful (not). They implied that this is a known issue and that the “solution” was to reset the laptop to the factory image. Of course this loses all the installed sw and required the data be restored from backup (yes I have a full image backup). I tried doing the “repair” in-place Windows upgrade but that didn’t fix anything.

I’ll try resetting it to factory, but I really don’t expect that to fix anything.

I’ll join with Paul and say HELP!!!!

Brian

Since the message came from Avira, can you try a different A/V solution?

Joe

--Joe

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At least for the Toshiba laptop I’ve gotten a solution (with great effort) out of Toshiba support. I was able to duplicate the message my friend didn’t write down. It was from Toshiba Power Saver and said “would you like TOSHIBA power saving technology to turn on the Optical Drive?” It had nothing to do with Avira AV. I did a few hours of searching before I gave up and called back to Toshiba support. Called back several times in fact.

Call #1: “It’s a known problem. Reset to factory.” No warnings about losing data. Forget that, said I.
Call #2: “It’s a known problem. Download the latest driver for the drive.” Nope. Had the problem with the original optical drive. Replaced the drive and still had the problem. Besides which the Toshiba driver wouldn’t install. It’s for the wrong hardware.
Call #3: “It’s a known problem. Reset to factory.” I surrender. First I did a full image backup, a full file backup and Windows Easy Transfer backup. End result? Optical drive is still missing.

What the hell, I called a 4th time. This time I got someone what wasn’t a robot script reader. He actually knew what he was doing! Unfortunately I did not fully catch what he did. I blinked at the wrong time. I do know that he opened the Toshiba Flash Cards app. It puts a bunch of buttons at the top of the screen. You only see them when you move the cursor to the top and leave it there for a few seconds. The leftmost option was “ODD” and had an option to turn on the OD (optical drive). He checked it.

As for the rest, it went by too fast. But I will be able to edit this and add the missing steps as I just learned that the OD has gone missing again!

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My blasted CD/DVD drive vanished again. I don’t use it that often. The original CD/DVD drive was replaced several months ago under extended warranty. When it appears and is available, computer details are:

Laptop Model: Toshiba Satellite C660 PSC1GA-01E01M
OS: Windows 7 Professional SP1 – 64-bit
CD/DVD: HP DVD RW AD-7701H
Driver: c:windowssystem32DRIVERScdrom.sys, 6.1.7600.16385

Problem Behaviour: the CD/DVD drive will appear after startup or restart but is gone when computer is awakened from sleep. It is not in the ‘Computer’ Explorer window nor in Device Manager or third-party utility Speccy. It will reappear after restart. To test, I have it sleep from the Start menu command or by pressing the power button briefly. I get the same behaviour in either case.

Solutions Tried: I did have MagicISO and MagicDisc installed providing a virtual CD. Uninstalling those with a restart and sleep showed no change. I checked Event Viewer and saw many, many errors per hour for Bonjour (an Apple item that give access to Mac printers.) I uninstalled it and restarted and set it to sleep. The behaviour continues. I tried “Update Driver” in Device Manager but it states that I have the most current driver.

To verify the original model, I found an older (2012-10-19) screen capture that shows the original CD/DVD drive was the same HP model. (I do also see from another, older session that MagicISO showed up as the only CD/DVD drive in Device Manager. Might it be a player in this saga, despite removal?)

Toshiba provides a number of utilities with the computer. I tried a few–there is a “PC Diagnostic Tool”–but found no help. It shows “Skip” when CD/DVD unavailable, and “Pass” when it is and I have a CD in the drive.

The Toshiba support site lists drivers:

http://www.mytoshiba.com.au/support/computers/satellite/c660/psc1ga-01e01m/download?os=25

but I don’t see any driver for the CD/DVD. In Device Manager, I see it is using the Microsoft driver.

I can search in Google or Bing for a driver but am wary of all the results. I prefer drivers from the manufacturer.

I’m stumped… and I’ve been at this awhile. Suggestions?

Paul

Have you checked HP for a CD/DVD firmware update?

Have you tried any of the solutions at Your CD or DVD drive is not recognized by Windows or other programs?

Joe

--Joe

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Joe,

I did visit HP.com and searching on the model number was a royal pain. Search results on the HP site returned names not model numbers, “Multi-disk”, etc. The Toshiba specs. list “DVD SuperMulti Double/Dual Layer” and no permutation of those terms appeared. There were several and I did check a couple. I will return there slog through the group hoping something becomes obvious.

Paul

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My CD drive doesn’t show up unless I put a CD or DVD in it. Have you tried that?

Group "L" (Linux Mint)
with Windows 10 running in a remote session on my file server

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mrjimphelps,

Yes. I had a DVD in for the PC Diagnostics utility once the drive reappeared after restart. Inserting it at any other time did nothing. When I first saw that I grabbed a couple discs: a music CD; a DVD movie; a data CD or DVD. All were equally ignored. It is very odd behaviour.

Paul

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Decided to try a couple more things…

– went to the “Does Windows recognize your CD?” page. It assumes Device Manager shows a warning triangle on the CD/DVD drive and it doesn’t even show up there. Moving on…

– restarted to F8 to “Repair Computer”. No problems found. “System Restore” didn’t make sense as this is a chronic problem that I only notice when I work intermittently after a start-up, when it has gone to sleep. I made no changes to bring on the problem and in checking my troubleshooting log and screen captures, I had the same behaviour months ago.

– I happen to be running OpenDNS for DNS resolution. Disabled it and tested things. No change.

– Restarted to “Safe Mode” (no networking) and the drive showed up. That would indicate third-party software trouble but then I remember this was simply another restart. It shows up then. I discovered that one cannot put the computer to Sleep from Safe Mode. Power button press doesn’t sleep and it is gone from the Start menu location. Curious. So, the bottom line is I could not test for the sleep-and-gone behaviour. (I tried setting the Display to sleep after one minute but it didn’t.)

– I did try to move the Microsoft cdrom.sys file to Desktop but permissions did not allow that. I was thinking I would restart and Repair Computer to get it back.

So, I soldier on when I have time. Back to other tasks. Here’s hoping some Lounge reader will have an idea or two.

Cheers,

Paul

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My blasted CD/DVD drive vanished again. I don’t use it that often. The original CD/DVD drive was replaced several months ago under extended warranty. When it appears and is available, computer details are:

Laptop Model: Toshiba Satellite C660 PSC1GA-01E01M
OS: Windows 7 Professional SP1 – 64-bit
CD/DVD: HP DVD RW AD-7701H
Driver: c:windowssystem32DRIVERScdrom.sys, 6.1.7600.16385

Problem Behaviour: the CD/DVD drive will appear after startup or restart but is gone when computer is awakened from sleep. It is not in the ‘Computer’ Explorer window nor in Device Manager or third-party utility Speccy. It will reappear after restart. To test, I have it sleep from the Start menu command or by pressing the power button briefly. I get the same behaviour in either case.

Solutions Tried: I did have MagicISO and MagicDisc installed providing a virtual CD. Uninstalling those with a restart and sleep showed no change. I checked Event Viewer and saw many, many errors per hour for Bonjour (an Apple item that give access to Mac printers.) I uninstalled it and restarted and set it to sleep. The behaviour continues. I tried “Update Driver” in Device Manager but it states that I have the most current driver.

To verify the original model, I found an older (2012-10-19) screen capture that shows the original CD/DVD drive was the same HP model. (I do also see from another, older session that MagicISO showed up as the only CD/DVD drive in Device Manager. Might it be a player in this saga, despite removal?)

Toshiba provides a number of utilities with the computer. I tried a few–there is a “PC Diagnostic Tool”–but found no help. It shows “Skip” when CD/DVD unavailable, and “Pass” when it is and I have a CD in the drive.

The Toshiba support site lists drivers:

http://www.mytoshiba.com.au/support/computers/satellite/c660/psc1ga-01e01m/download?os=25

but I don’t see any driver for the CD/DVD. In Device Manager, I see it is using the Microsoft driver.

I can search in Google or Bing for a driver but am wary of all the results. I prefer drivers from the manufacturer.

I’m stumped… and I’ve been at this awhile. Suggestions?

Paul

As the CD drive is an HP one have you tried HP for drivers?

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I purchased a refurb CD/DVD drive for my daughter’s laptop on Ebay for around $10. It works perfectly. That might be a good option about now.

Group "L" (Linux Mint)
with Windows 10 running in a remote session on my file server

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Finishing up here folks…

I booted from an Ubuntu 12.04 LTS Live CD (took 2 tries but worked.) Chose “Try Ubuntu” and found I could “suspend” with no trouble in awakening over several tries. May not be the same as Windows sleep but the LED on the front of the laptop looked the same with its regular “winking” as it does when sleeping. Conclusion? I don’t think it is the hardware; I think it is the driver.

Searching HP on both US and Australian sites shows no result for that model. Searching Google/Bing I found a thread on an HP support forum in the results and the HP moderator suggested the Microsoft FixIt program to troubleshoot:

http://support.microsoft.com/mats/cd_dvd_drive_problems/en-us

Naturally, if the CD/DVD drive doesn’t appear in Computer window, it can do nothing. After restart and re-run, I followed its prompts, inserted a DVD to read and it found no problem.

I have to give it up, now. If I need to do something with a CD or DVD after it has awakened from sleep, I will quit all applications, saving where needed, and restart. Seems daft, but there you go.

Thanks to all posters.

Paul

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I’m not sure if you have tried this but after rebooting, uninstall it from Device Manager, reboot for it to reinstate then try the sleep mode although I tend to create a restore point before carrying out ops like this on hardware.

If it is a driver problem and it worked okay before, then reinstalling may be what it needs.

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Sudo15,

In addition to seeing your suggestion here, I saw a similar recommendation in another online search. I did try it just now

1. restart, login, and see CD/DVD (I inserted a movie to be sure. It appeared.)
2. right-click Computer, choose Manage > Device Manager
3. pop open CD/DVD and double click the hp item there. Select the Driver tab and choose the Uninstall button. Restart.
4. on login, driver gets auto-installed, DVD appears. I pop into Device Manager and try update driver, it says I have the latest. Exit.
5. put the computer to sleep, wait 5 LED blink cycles, awaken, CD/DVD gone.

Eh… it was worth a try but still no solution. Have to stick with my work-around.

To clarify: what is happening is that the CD/DVD driver is not [re]loading after sleep. If I have a CD or DVD in the drive, I hear a spin-up sound for 1 second then a spin-down sound for 1 second. It does this five times and stops.

Still open to suggestions of course.

Cheers,

Paul

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Just wondering if it’s worth resetting the CMOS or checking for a BIOS update as it’s the BIOS that tells Windows which drivers to load.

To reset the CMOS on a Toshiba Satellite C660, remove the AC, battery and then the RAM modules and there are two copper pads marked JCMOS which you would short for 5 secs.

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Try running Powercfg -energy from an elevated prompt to get a report of sleep issues:
http://lifehacker.com/5260396/hidden-windows-7-tool-troubleshoots-sleep-mode-problems

Jerry

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Try running Powercfg -energy from an elevated prompt to get a report of sleep issues:
http://lifehacker.com/5260396/hidden-windows-7-tool-troubleshoots-sleep-mode-problems

Jerry

Just as a matter of interest, what do you do when you get that it can’t find the file in Firefox and IE ?

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Copy or move the c:windowssystem32energy-report.html file to the desktop. It can be read from there. It isn’t able to be read in the system32 folder for some reason.

Jerry

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Copy or move the c:windowssystem32energy-report.html file to the desktop. It can be read from there. It isn’t able to be read in the system32 folder for some reason.

Jerry

No, that didn’t work as it just gave me a desktop IE short cut icon which produced the same results, but sending it to Documents did the job.

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I don’t understand. It worked for me. Is the size of the energy-report.html file in c:windowssystem32 around 17Kb? Did you right click on the file and select copy, then go to the desktop and paste it? About the only way you should get a shortcut is if you used drag and drop.

Jerry

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It was me Jerry.

Hadn’t read your instructions properly and used Send to and opted for Desktop (Shortcut) which was really just duplicating what I was doing by trying access it in System32.

Did the Copy then pasted it to the Desktop and that worked fine and it was 24kb.

Edit

To get back to the original problem, activating Windows from sleep is the job of the Master Boot Record (MBR), but why it seems to be omitting the CD/DVD Rom seems to be a bit of a mystery.

If you have a Win 7 install disk you can repair the MBR to see if that does it http://www.howtogeek.com/howto/32523/how-to-manually-repair-windows-7-boot-loader-problems/ and if you don’t have an install disk, you can download a Win 7 SP1 ISO for your version from http://www.w7forums.com/threads/official-windows-7-sp1-iso-image-downloads.12325/ and use http://www.microsoftstore.com/store/msusa/html/pbPage.Help_Win7_usbdvd_dwnTool to create a bootable USB/DVD.

An alternative could be to perform an offboot sfc /scannow by booting up with the install disk to the Recovery Environment by following the steps in the MBR repair tutorial to select Command Prompt and at the command prompt enter the following commands –

bcdedit |find “osdevice”

and then use the Partition letter it gives when entering the following command –

Assuming C:

sfc /scannow /offbootdir=C: /offwindir=C:Windows

to see what that reports.

Type exit then press Enter to close the Command window.

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Glad to hear you worked it out.

Jerry

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In addition to the suggestions in my last post, can you check Services to ensure that the Optical drive service is Started and set to Automatic ?

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Searching HP help and forums online reaffirms that the driver is from Microsoft and updates to it should be via Software Update. It is not available from HP. I confirmed in Device Manager when drive available. ‘Update Driver’ returns ‘latest driver installed.’ I ran the local CD/DVD troubleshooter and downloaded and ran the Microsoft FixIt utility and both returned results showing good performance (when the CD/DVD drive was available after restart, of course.)

The CD/DVD drive was replaced a couple months ago under extended warranty but the replacement is the same model.

According to one post in the Windows Secrets Lounge discussion, The BIOS might be an issue. I have the latest version, 2.0, according to the Toshiba support page. I also see “Toshiba Optical Disc Drive Service” is “Started” and “Automatic” in Services.

Another post suggested the power plan settings may need review. Running ‘powercfg -energy’ generated a report (‘C:Windowssystem32energy-report.html’ that I copied to Desktop for review.) It only warned about the Microsoft USB wireless keyboard and mouse. For a couple iterations of testing, I had them and an external backup drive disconnected. I ran several sessions of the ‘powercfg’ utility with or without CD/DVD available and compared reports.

Ran ‘powercfg -availablesleepstates’ which showed that ‘S3 – Standby’ is the only sleep state supported by this computer’s firmware.

Ran ‘powercfg -devicequery S3_supported’ which showed ‘hp DVD RW AD-7701H’ as a supported device.

I thought perhaps there are drive issues. I ran ‘sfc /scannow’ and scheduled ‘chkdsk’ for next boot. Both returned ‘no problems found.’

I downloaded the correct Windows 7 Pro ISO and used the Microsoft Store utility to burn a DVD. I booted from it and ran suggested utilities at the command line to ‘bootsec -fixmbr’. I ran ‘sfc /scannow’ again. All good.

I had CD/DVD in first position for boot in the BIOS setup screens. I moved it after the hard drive. No change.

All of these things had no impact on the behaviour: CD/DVD driver does not load after sleep.

In addition to the restart option to get the CD/DVD drive back, I found I can select the battery/AC icon in the system tray, click it and choose ‘Performance’ instead of the usual ‘Balanced’ power plan. This has the display but not the computer sleep. I noticed the fan still runs and warm air exhausts so there is more stress on the laptop but it is an additional option if I am going to be working through the day with breaks away from the computer where I can return and work with CDs and DVDs, if needed without a restart. I would have to get in the habit of changing it back to “Balanced” of course. Selecting ‘Sleep’ in the Start menu or briefly pressing the power button provides true sleep and the CD/DVD drive vanishes.

Another option I thought of is to wipe the drive, install Ubuntu and run Windows 7 in a virtual machine with VirtualBox or something similar.

Naturally, this will be my last Toshiba. (It was my first, but never again… hard drive, motherboard, and CD/DVD drive all replaced in first two years.) I spend more time administering and updating the blasted thing than working. My other two are OS X and Ubuntu, which is where I’ve been for the past couple days.

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I have two Toshiba laptops of which both have had their CD/DVD drives replaced twice (second one pending) but I hope I don’t have HDDs and mobos to look forward too as well.

I have the Power Plan set to Performance on mine all of the time, but only occasionally use them on battery.

If you have extended warranty on the laptop, it may be worth taking it in as it could well be the DVD drive itself but you could also try a factory reset rather than putting Win 7 into a virtual machine.

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Yeah, Toshiba and Windows go together like hand in chipper…

Maybe I’ll give them a call.

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Today, I restored to out-of-the-box Windows 7 Home Premium, pressing F8 to access the Repair computer menus and using the Toshiba utility to erase data and set it up as new. Following restart and configuration, Windows Update auto-installed three updates. I activated the 60-day demo version of Norton Internet Security as the only third-party application. (As an initial test, If I double-click the CD/DVD drive icon, it responds with “Please insert disc” and it pops the tray.)

I test the sleep/CD issue… The CD/DVD drive vanishes, while I hear the 5x surge up and down sounds. So, it is a from-the-Toshiba-factory problem. I just missed it in the past two years of use. (If Windows has a problem, restart. “Have you tried turning it off and on again?”)

I did many update and restart cycles to get to an up-to-date version of Windows 7 Home Premium. (This time, if I double-click the CD/DVD drive icon, it responds with “Application not found”, which is curious compared with the previous, intuitive behaviour.)

I test the sleep/CD issue again. After sleep, the CD/DVD drive is gone. Problem continues.

For a final test session, I update to Windows 7 Professional and test for the sleep/CD problem again. (Could not do Anytime Upgrade to Pro as the key no longer works. I guess “keep if you ever need to re-install” has a time limit.) So, I’m done and despite only Windows, Toshiba, and Norton Security as the only applications, the behaviour is the same. If sleep, CD/DVD is gone on awakening.

Cheers,

Paul

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I think the factory reset should have taken care of any corrupt registry entries and drivers but I noticed one item regarding the drive letter in https://support.microsoft.com/kb/330140 and about it being online, although I think you have already gone through the other troubleshooting steps and other than uninstalling it, switching off, physically disconnect it, reboot, switch off then refit it and reboot for Windows to install it afresh, I don’t think there would be anything else to try bar replacing it.

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Sudo15,

It gets the drive letter D: well enough and when a disc is inserted, I see in Computer Management (local) > Storage > Disc Management that it has the D: letter there also, as expected.

By the way, somehow the reinstall ended up as Win7 Pro despite the complaints about the key. Go figure.

In any case, it is time to move on. Thanks for the discussion.

Cheers,

Paul

P.S. it’s been a bad week, the wireless printer had a yellow warning flag in Device Manager and that took a couple days of uninstall/reinstall to finally fix. Acronis True Image Home 2014 stopped backing up to my external drive. There was a free update but after downloading (several times across a couple months) I still get “not a win32 application”. These sorts of things happen far too often. Hence my comment on Ubuntu despite its annoyances.

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I prefer to exhaust all options before I hand something over to the techs unless there’s a workaround, but then again I have the time, although it would still niggle if I wasn’t able to find the fix.

Looks like that Acronis error is a known problem https://kb.acronis.com/content/8305 and a workaround if it is your AV is to try the download/reinstall in Safe Mode with Networking.

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all

i have a similar problem

failed install
the cdroms disappeared from the pc immediately afterwards
there is no utility or tools or command or antyhing that will show them

i can NOT reinstall a driver because there is NO cdrom according to windows

clue
something got deleted. i saw the message and said yes because the instructions with the new device said i had to delete something and reboot. i though that was what was happening.

i think that a generic cdrom device is in the registry at one point.
i drilled down to the long magic hex string i found on the net for cdroms.
and it was there.

so what else could hve been deleted, or inactivated, or otherwise changed.
i am suspecting registry or drivers but mostly registry
because if the driver were missing i could click on the cdrom device and install it
but there are no cdroms in the config list

boohiss to microsoft for letting such things happen
i see on the net that disappearing cdroms were a big problem with win98se
but has continued through xp and vista

boohiss again to microslop for letting other people diddle the registry on installs without backing it up separately from the every boot backup in those new cab files.

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Life is too short to buy Toshiba. I mean, really. Just step away from the salesperson.

P.S. I did all the steps shown in the Acronis KB article and it did not help. But, that problem should be another thread. Tech support wanted me to do a pay-per-incident to interact with me despite the fact that their download was not good. Again, life is too short. I installed Ubuntu 12.04 LTS on half the drive and it is the default boot now. I will work with it for awhile and see if I get a good workflow when I switch to that machine.

Do we consider this thread solved?

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Do we consider this thread solved?

I already had and I think as the OP you have the option to mark the thread Closed.

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I would, as an alternative, get a replacement drive….not an HP one OR go with an Ext. CD/DVD drive.

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