The steps in this article help you verify that your CD-ROM
drive or DVD-ROM drive can correctly read the compact disc.
Inspect and Clean the Compact Disc
To verify that the compact disc is clean and free of scratches,
inspect the shiny side of the disc. Clean the disc by wiping it with a soft
cloth in a straight line, starting from the center of the disc and wiping
towards the edge. If there are no visible scratches, and if the errors still
occur after you clean the compact disc, follow the steps in the next section.
If the compact disc appears scratched, try a new compact disc.
Test for a Damaged Compact Disc
To determine whether the compact disc is damaged, follow these
- Insert the compact disc into the CD-ROM drive or DVD-ROM
- Click Start, then click Run. In the Run dialog box, type command and click OK.
- At the MS-DOS prompt, change to the CD-ROM drive or DVD-ROM
drive (usually drive E), and type the following command:
If an error message appears, either the compact disc is
damaged, or the CD-ROM drive cannot read the contents of the entire compact
For more information about using the MS-DOS command prompt,
see your Windows printed documentation or online Help.
Disable the CD-ROM Drive Cache in Microsoft Windows 95/98/Me
If the error message appears while you are reading from a CD-ROM
drive or DVD-ROM drive while running Microsoft Windows 95, Microsoft Windows
98, or Microsoft Windows Millennium Edition (Me), try disabling the CD-ROM
drive cache. Although disabling the drive cache may make the drive more
reliable, it reduces performance. To disable the CD-ROM drive cache, follow
- Click Start, point to Settings, and then click Control Panel.
- In Control Panel, double-click System.
- Click the Performance tab and click File System.
- Click the CD-ROM tab, click No Read-Ahead in the Optimize access pattern for list.
- Verify that the Supplemental Cache Size slider is positioned in the far left position (the Small setting), and then click OK.
Disable Smartdrv.exe (Windows 95 and Windows 98 Only)
If you are using real-mode CD-ROM drive drivers while running
Microsoft Windows 95 or Microsoft Windows 98, the drive may be cached by the
Smartdrv.exe program. If this is the case, remark the line that pertains to the
Smartdrv.exe program in the Autoexec.bat file by typing
at the beginning of the line. To do this, follow
- Click Start, and then click Run.
- In the Open box, type sysedit, and then click OK.
- Examine the Autoexec.bat file. Look for a line that
references the Smartdrv.exe file, for example:
Make this line a remark by typing REM at
the beginning of the line.
- Click Exit to quit the System Configuration Editor. When you are prompted to
save changes, click Yes.
For additional information, please see the following article in
the Microsoft Knowledge Base:
Computer Hangs Copying Data from CD-ROM Drive
Install Real Mode CD-ROM Drivers (Windows 95 and Windows 98 Only)
You may need to install real mode CD-ROM drive drivers under
Microsoft Windows 95 or Microsoft Windows 98 when you are troubleshooting
problems that occur when you install the programs listed at the beginning of
For information about installing real mode CD-ROM
drivers in Microsoft Windows 95, please see the following article in the
Microsoft Knowledge Base:
Installing Real Mode CD-ROM Drivers for Office Installation
For information about installing real mode CD-ROM drivers in
Windows 98, please see the following article in the Microsoft Knowledge Base:
OFF: Installing Real Mode CD-ROM Drivers in Windows 98
: By following these steps, you are able to start into Windows
Safe mode, which prevents other programs and device drivers that may be
conflicting with the CD-ROM driver from running.
Disable the Compact Disc AutoPlay Feature
All operating systems that Office 2000 supports continuously
detect whether a compact disc is inserted into the CD-ROM drive or DVD-ROM
drive. When a compact disc is detected, the operating system checks the volume
for an Autorun.inf file. If the volume contains an Autorun.inf file, programs
listed on the "open=" line in the file are run. This feature is called
Disabling the Compact Disc AutoPlay Feature in Windows 95/98/Me
To disable both the automatic running of compact discs and the
automatic playing of audio compact discs on Windows 95, Windows 98, and Windows
Me, follow these steps:
- Click Start, point to Settings, and click Control Panel.
- In Control Panel, double-click System.
- Click the Device Manager tab.
- Double-click the plus sign (+) next to CDROM, and then double-click the CD-ROM driver entry.
- On the Settings tab, click to clear the Auto Insert Notification check box.
- Click OK or Close to return to Control Panel. When you are prompted to restart your
computer, click Yes.
: Be sure to reverse the steps to enable AutoPlay after you finish
For additional information, please see the
following article in the Microsoft Knowledge Base:
How to Disable the Feature That Allows CD-ROMs and Audio CDs to Run Automatically
Disabling the Compact Disc AutoPlay Feature in Microsoft Windows 2000 and Microsoft Windows NT 4.0 Workstation
It is also possible to disable both the automatic running of
compact discs and the automatic playing of audio compact discs for Windows 2000
and Windows NT 4.0 Workstation.
For additional information, please
see the following article in the Microsoft Knowledge Base:
How to disable the Autorun functionality in Windows
Disable Enhanced BIOS FeaturesWARNING
: Incorrectly altering hardware BIOS settings can cause serious
problems that may cause your computer to fail to start or function properly.
Microsoft cannot guarantee that problems that result from the incorrect setting
of hardware BIOS options can be solved. Alter the hardware BIOS settings at
your own risk.
Most computers have several enhanced settings that
allow the computer to fully use the computer hardware. These high-speed
settings can cause the system to become unstable; disabling these features may
make the computer more stable. Contact your computer manufacturer for
information about entering the basic input/output system (BIOS) and changing
the BIOS settings. You can enter the BIOS on most systems immediately after
turning on the power. Usually a keystroke (for example, pressing DEL) is
required to enter the BIOS. The common features that can interfere with
Microsoft Office programs are the following:
Memory Shadow RAM
Video Shadow RAM
Built-in Virus Protection
Newer chip sets may have more advanced features (such as memory
wait states) that may cause errors. Most BIOS installation programs have an
option to load the BIOS default settings. This option usually disables all
Check for Software Updates
Outdated and incompatible software may also cause error messages
to appear. Check with the manufacturer of the computer for various software
updates, such as BIOS updates, original equipment manufacturer (OEM) Windows
updates, and CD-ROM drive driver updates.
Check Your CD-ROM Drive for Compatibility (Windows 2000 and Windows NT Only)
For Windows 2000 and Windows NT 4.0 Workstation, make sure the
CD-ROM device is listed on the operating system's corresponding Hardware
Compatiblity List (HCL).
additional information about Windows NT 4.0 HCL and Windows 2000 HCL, click the
article number below to view the article in the Microsoft Knowledge Base:
Latest Windows 2000 and Windows NT Hardware Compatibility List (HCL)
For additional information about
troubleshooting CD-ROM devices in Windows NT 4.0 Workstation and Windows 2000,
click the following article number to view the article in the Microsoft
Troubleshooting CD-ROM Problems in Windows 2000 and Windows NT
For help with CD or DVD drive problems in Windows Vista, visit the following Microsoft web page: