CD/DVD-ROM Troubleshooting

When a game displays an error describing an inability to read the CD, or a game will not load once installed, this can be for several reasons. The reason usually falls on three areas: the CD-ROM drive, the game disc, or a software issue between the two. As you can imagine this can be a daunting task to troubleshoot. However, if you follow the steps listed below, you will be able to narrow down the issue to the root cause of the issue and resolve it. Please keep in mind that these are not meant to be tried all at once, so make sure that once you've completed a section, you attempt to launch the game to see if that particular troubleshooting resolved your issue.

Verify that the disk is clean and undamaged, and the drive is able to recognize the disk.

With multiple disc games, the installation program will prompt you to insert the next disc during installation. If the installation program stops responding, it may be due to clicking the OK button too quickly after inserting the next disc or inserting a dirty disc. The following steps will help prevent lockups during installation:

1. After inserting the disc that the installation program is prompting you to insert, please wait at least 10 to 15 seconds (the indicator light will stop blinking on the CD-ROM drive) before clicking the OK button. This will allow the CD-ROM drive to initialize the disc properly and allow the installation to resume properly.
2. Make sure that the disc is clean and free from defects. Fingerprints and scratches could also cause lockups during installation. Use a soft dry cloth to wipe any smudges or fingerprints from the disc.

Verify that the correct game CD/DVD is inserted in the correct drive.

• Many games now come with multiple CD's, and which CD is required to start the game may not be blatantly apparent. If you are unsure which CD is required to launch the game, please refer to the game documentation, or attempt to start the game with all of the discs that came with the game.

• Games now are being offered in a DVD disc format to reduce disc swapping during installation, and reduce the confusion for the consumer. The catch to this is that you cannot install or play a DVD version game unless you have a DVD-ROM drive in your computer to install and play from.

Log on as Administrator. (This only applies for Microsoft Windows NT, Microsoft Windows 2000, and Microsoft Windows XP)

Many games now will only work properly when installed and played on an account with Administrator level access.

Disable Compatibility Mode.

1. Right-click on the shortcut used to launch the program and choose Properties.
2. Click on the Compatibility tab.
3. Uncheck the box next to Run this program in compatibility mode for.
4. Click the Apply button, and then click OK.
5. Launch the game from the shortcut that you just modified.

Install and then start the game from a different CD-ROM/DVD-ROM drive. (This only applies if you have a secondary CD-ROM or DVD-ROM drive in the same computer.)

1. If the game is currently installed, uninstall the software.
1. Click Start button (Windows button on Windows Vista) on the Windows Taskbar.
2. Select Control Panel.
3. Double-Click Add/Remove Programs.
4. Select the game you are troubleshooting, and click the Remove or Add/Remove button (depending on your operating system).
2. Install the game using your secondary CD-ROM or DVD-ROM drive.
3. Insert the game disc.
4. Choose Install from the autoplay screen.

Once the game is installed, start the game while the game CD is in your secondary CD-ROM or DVD-ROM drive.

Disable Emulation software.

Because of the way Emulation software converts physical hard drive space to mimic a removable storage device, such as a CD-ROM drive; this can prevent the software from being read properly. Below are a few of the mentioned emulation drives with basic instructions for disabling them. Should your particular emulation software not be listed, please refer to the software manufacturers website for further information.

Alcohol 10%

1. Start Alcohol and click on the Emulation option on the left window.
2. Select Emulation from the option tree.
3. Uncheck the Ignore Media Types box to turn off the media type emulation.
4. Select Extra Emulation from the options tree.
5. Uncheck the BAD Sectors Emulation to turn off this type of emulation.
6. Exit Alcohol 120% and restart the game.

CloneCD

1. On your Windows Taskbar in the bottom right of your screen (next to the clock), locate the CloneCD tray icon.

2. Right-click on the icon, and uncheck Hide CD-R media.

3. Restart the game.

Daemon Tools

1. Locate the Daemon Tools icon, which should be located on the Windows Taskbar (next to the clock).

2. This icon can differ, so hover your mouse over each icon for a description of what it is.

3. Once you've found the Daemon Tools icon, right-click on it.

4. Select the Emulation tab.

5. De-select Safedisc.

6. Restart the game.

Veritas DLA

1. Click the Start button (Windows button for Windows Vista) on the Windows Taskbar.

2. Select My Computer (Computer for Windows Vista).

3. Right-click the CD Drive and select Properties.

4. Click the DLA tab.

5. Uncheck Enable DLA on your Drives.

Nero Image Drive

1. Launch Nero ImageDrive.

2. Click the Start button (Windows button on Windows Vista) on the Windows Taskbar.

3. Select All Programs.

4. Select Nero.

5. Select Nero 6 Ultra Edition.

6. Select Nero ImageDrive.

7. Select Disable Nero ImageDrive located at the bottom left side of the program.

Install SafeDisc update. (for Windows XP and Windows 2000)

Before you install the SafeDisc update, follow these steps to see if they are required for your computer.

1. Insert the game play disc.

2. Click the Start button (Windows button on Windows Vista) on the Windows Taskbar.

3. Select Run. (For Windows Vista, click All Programs, click Accessories, and then click Run.)
4. Type cmd in the available text box and press OK.
5. At the command prompt, type in the CD-ROM drive letter that your play disc is currently in, followed by a colon.
• Example: D:
6. Press the Enter key.
• Note: This should change your current prompt to match the drive letter you typed.
7. Type dir /a:h in the new prompt, and press the Enter key.
8. This will display all of the hidden files on the disc. If there is a file named SSIFSDAT.SYS listed among them, you do not need this update however it may benefit other games.

To download and install the SafeDisc update, click on the link below and follow the instructions listed on the Macrovision website.

Change DMA transfer mode to PIO mode. (This applies only to Windows XP users).

1. Click Start on the Windows Taskbar.

2. Select Control Panel.

3. Double-click System.

4. Click the Hardware tab.

5. Click the Device Manager button.

6. Click Switch to Classic View in the left pane.

7. Double-click IDE ATA/ATAPI controllers.

8. Double-click Secondary IDE Channel.

9. Click the Advanced Settings tab.

• Note: If you do not see the Advanced Settings tab, your computer probably has a SCSI (small computer system interface) drive. DMA transfer mode options are not available for SCSI drives.

10. Under Device 0, select PIO only in the Transfer Mode box.

11. If you have more than one CD or DVD drive, also select PIO only in the Transfer Mode box under Device 1.

• WARNING: If Current Transfer Mode under Device 0 or under Device 1 states Not Applicable, that device is not in use. Change only the Devices that do not state Not Applicable. If both devices state Not Applicable, your CD or DVD drive is on the Primary IDE Channel.

12. Double-click Primary IDE Channel.

13. Click the Advanced Settings tab.

14. Under Device 1, select DMA if available in the Transfer Mode box.

• WARNING: Device 0 is most likely your hard drive and should not be changed.

15. Click OK.

16. Restart your computer and then restart the game.

Download and install the DCOM update .(This only applies to Windows 95/98 users)

For Windows 95 users

• http://www.microsoft.com/downloads/details.aspx?familyid=d7a4de78-81a9-4db7-beb6-84ff99342172&displaylang=en

For Windows 98 users

• http://www.microsoft.com/downloads/details.aspx?familyid=08b1ac1b-7a11-43e8-b59d-0867f9bdda66&displaylang=en

Download the latest firmware version for your CD-ROM/DVD-ROM drive.

Contact your CD-ROM drive hardware manufacturer to obtain and install the latest version of the firmware. For information about how to contact your CD-ROM drive hardware manufacturer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

• 65416 Hardware and Software Third-Party Vendor Contact List, A-K
• 60781 Hardware and Software Third-Party Vendor Contact List, L-P
• 60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

Scan your computer for viruses.

The game may quit, generate an error message, or stop responding during start or when you play the game if your computer is infected with the virus.

• If you already have an anti-virus program installed on your computer, update your anti-virus program with the latest signature files before scanning your computer. Most software companies that create anti-virus programs release a new signature file each month. After you obtain the latest signature files, scan your computer. For help obtaining the anti-virus signature files, contact the anti-virus software manufacturer.
• If you do not have anti-virus software installed, click on one of the free online virus scanners listed below to scan your system for viruses:
• http://security.symantec.com
• http://housecall.trendmicro.com/housecall/start_corp.asp

Remove Spyware from your computer.

Spyware is software that collects personal information without your knowledge or permission. You might be the target of Spyware or other unwanted software if you download music from file-sharing programs, download free games from sites that you do not trust, or download other software from an unknown source. Spyware may affect the game play and the startup process. To learn more about the symptoms of Spyware and other unwanted software, how to remove Spyware, and how you can help protect your computer, visit the following Microsoft Web site:
http://www.microsoft.com/protect/computer/spyware/default.mspx