The Geek Squad replaced both of my DVD players over a year ago. Since then I cannot use either of the DVD players/recorders. When I try to play a CD or DVD, the computer freezes up and then crashes. I’ve tried and tried to find the problem, but still no luck. What good is a computer without a DVD player? Not sure if it is a hardware or software program. A tech from my cable company said the DVD players were working correctly.
Troubleshooting DVD Drive
At this point, it’s probably too late to have the Geek Squad come back out and double-check their work. In fact, Best Buy’s Geek Squad’s warranty is 30 days. So unless you want to pay the Geek Squad again, you’re likely on your own. The problem could be as simple as a jumper setting needing to be set or you may need to update the DVD drives’ device drivers. Let’s explore the options.
The Device Manager
First, let’s see if your computer recognizes the DVD drive. The Device Manager is just the tool for our initial investigation. Go to the Control Panel and click on the Device Manager. Click the plus sign next to DVD / CD-ROM drives. Are your DVD drives showing up? Is there a yellow caution sign next to either drive?
Now, double-click on one of the drives to view more information. The first screen you will see is the status tab. Does the status message indicate a problem or is “the device working properly”? Write down the manufacturer and model number of the drive as later you may need to search for updated device drivers. Do the same for the other drive.
If the devices do not appear in Device Manager at all, you will need to open the computer case and make sure that the drives are properly connected. One should be set as a master and the other as a slave. These settings are typically set using jumpers on the drives. In addition, the drives should be physically connected to the motherboard. If you are comfortable opening your computer’s case, you can manually inspect the drives yourself. Make sure to take appropriate safety precautions including unplugging the computer and grounding yourself.
If the devices appear in Device Manager and error messages are present, follow the instructions provided by the Device Manager to troubleshoot the problem. If not, let’s try updating the device drivers.
Updating Device Drivers
One easy way to quickly “freshen” up a malfunctioning drive is to uninstall it in Device Manager and reboot the system. This forces Windows to detect “new” hardware and install the latest device drivers. Simply right-click the drive in Device Manager and choose Uninstall. Reboot the computer and let Windows reinstall the software.
Windows uses drivers in its plug and play database. If you’d rather check with your drives’ manufacturers, you can do so by visiting the manufacturers’ Web sites. Use the information you wrote down earlier to search for updated device drivers for your drive. You’ll need to download and install these drivers according to each manufacturer’s instructions. Use extreme care to select the correct drivers for your model as well as for your operating system.
