Symptoms

Affected Operating Systems: Windows 11Windows 10 The instructions below help you diagnose and resolve issues if your CD, DVD, or Blu-Ray drive is not being recognized in Microsoft Windows or other applications.

Cause

There could be several reasons why Microsoft Windows or other applications do not see or does not detect a CD, DVD, or Blu-Ray drive. Below are some instructions that might help you resolve the problem in some instances if the drive has not failed completely. Use the troubleshooting instructions below if your CD, DVD, or Blu-Ray drive is not seen in File Explorer or My Computer (it was called Windows Explorer in Microsoft Windows 7 and earlier versions of Microsoft Windows), and the drive is marked with a yellow exclamation point in Device Manager. In Device Manager, you may also notice that one of the following errors is listed in the Device status area under the Properties tab. To view Device Manager: Press the Windows key + R to open the Run dialog box. Type devmgmt.msc in the Run dialog box, then press Enter key to view Device Manager. Windows cannot start this hardware device because its configuration information (in the registry) is incomplete or damaged. (Code 19)The device is not working properly because Windows cannot load the drivers that are required for this device. (Code 31)A driver (service) for this device has been disabled. An alternate driver may be providing this functionality. (Code 32)Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)Windows successfully loaded the device driver for this hardware but cannot find the hardware device. (Code 41) The instructions below can be used for both internal and external CD, DVD or Blu-Ray drives but some of the fundamentals might be a little different. Note: The instructions below applies to the following Microsoft Windows Operating Systems, however some instructions may slightly vary with older versions of Microsoft Windows: Windows 11Windows 10

Resolution

Click the troubleshooting steps below for more instructions. If the issue is not resolved, go to the next troubleshooting step. Verify if the drive is recognized in BIOS/System Setup Ensure that the drive is recognized in the BIOS and System Setup. This step is applicable for computers with internal drives only. Restart your computer and tap the F2 key while it is restarting.Verify if the drive is detected in the BIOS (Figure 1, 2 & 3). If yes, go to the next step.For more information, reference the Dell Knowledge Base article Instructions to Download and View Manuals.Figure 1: Optical Drive in BIOSFigure 2: Optical Drive in BIOSFigure 3: Optical Drive in BIOS If the drive is not detected in the BIOS, you must disconnect and reconnect the drive on your computer.For more instructions on how to disconnect and reconnect the CD, DVD, or Blu-Ray drive, reference the Dell Knowledge Base article Instructions to Download and View Manuals.If the drive is still not detected, contact Dell Technical Support for In-Warranty repair options. Run the Hardware and Devices troubleshooter You can run the Windows Hardware and Devices troubleshooter which is built in to Microsoft Windows. The Hardware and Devices troubleshooter is available in Microsoft Windows 7, Windows 8, Windows 8.1, and Windows 10 only.To run the Hardware and Devices troubleshooter: Press the Windows key + R to open the Run dialog box.In the Run dialog box, type control then press the Enter key.On the upper right corner, in the Search box of the Control Panel, type troubleshooter, and then click Troubleshooting.Under the Hardware and Sound item, click Configure a device. Note: You must log in to Windows with an account with administrator privileges. If you get any prompts from User Account Control while running the Hardware and Devices troubleshooter, click Yes. Run the Microsoft CD/DVD Fix it troubleshooter Windows 10 and Windows 11 Click Start.Open SettingsClick Updates & Security, and then click Troubleshooting.Click Hardware & devices, and go to Run the troubleshooter.Follow the on-screen instructions to run the troubleshooter. Update or reinstall the driver for the optical drive Drivers for your CD, DVD, or Blu-Ray drive is included within the Operating System and hence does not require you to install a specific driver. Uninstalling the driver and restarting the computer reinstall the driver which resolves most issues that are related to the device driver. To uninstall and reinstall the driver, follow the instructions below: Press the Windows key + R to open the Run dialog box.Type devmgmt.msc in the Run dialog box, then press Enter key. Note: You must log in to Windows with an account with administrator privileges. If you get any prompts from User Account Control while running the Hardware and Devices troubleshooter, click Yes. In the Device Manager window, expand DVD/CD-ROM drives. Right-click the CD/DVD/Blu-Ray drive that is listed, and then click Uninstall.Click OK to confirm that you want to remove the device.Restart your computer (Once the restart is complete, the Operating System automatically installs the required drivers). For any other issue with the CD, DVD or Blu-ray drive on your computer, reference the Dell Knowledge Base article Troubleshooting CD/DVD or Blu-Ray Drive Problems in Microsoft Windows.

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