Plextor 12PleX PX-12XSi, PX-12XSe optical disc drives User manual

---- CHAPTER 13 ----

Contacting Plextor’s

Technical Support

Department

YOUR TASK: Learn the variety of methods you can use to contact

Plextor’s Technical Support Department. Learn what information you should gather before contacting Plextor’s Technical Support Department.

YOUR OBJECTIVE: Know how to get in contact with Plextor if you experience any problems installing or operating your 12PleX CD-ROM drive.

YOUR METHOD: Store Plextor’s e-mail, Web site, phone, fax, and

BBS numbers in a convenient location. Keep your drive’s serial number and a copy of your sales receipt handy, as well.

If you experience a problem while installing or operating your 12PleX drive,

please refer first to the troubleshooting chapter

(Chapter 12) in this manual. It contains solutions to the most common types of problems fielded by our technical support staff.

Our Technical Support Department will help you solve problems that relate specifically to your 12PleX drive. In many cases, a problem that appears to be caused by your CD-ROM drive actually originates in another part of your computer. In such instances, our technical support staff will try to help you identify the part (e.g., SCSI interface board) at fault, and will refer you to the manufacturer of that part for further assistance.

Although we think highly of the capabilities of our technical support staff, we recognize that they do suffer from some limitations; namely, they do not possess psychic or telepathic powers. Therefore, their ability to help you depends a great deal on your ability to help them. You must act as their eyes and ears as they try to diagnose and fix your problem. If you gather the information requested on the following page before you contact them, you will find that your problem can be resolved much more quickly.

Plextor’s Technical Support Department is available Monday through Friday, 6:30 a.m. to 5:30 p.m., PST. We are closed on weekends and some holidays.

12PLEX OPERATION MANUAL

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CHAPTER 13 ---- Contacting Plextor’s Technical Support Department

How to Contact

There are three ways for you to contact Plextor’s Technical Support Department:

1) Send us e-mail at

[email protected]

., or visit our Web site for answers to frequently asked questions.

2) Log on to our BBS (2400/9600/14.4/28.8/MNP, V.42bis) at 408-986-1569.

You will find a great deal of useful information and software on our BBS. It includes:

•

Device drivers for various SCSI interface boards and soundboards

(available only to those who have purchased these boards directly from Plextor).

• Utilities to enhance the operation of your drive.

• Discussions of various technical problems you might encounter, with suggestions as to how you might fix or circumvent them.

•

In addition, you can upload questions you have about the installation or operation of your 12PleX drive. A member of Plextor’s technical support staff will respond to your question either by phone or modem.

3) Send a fax to the attention of the Technical Support Department at 408-986-

1010. Include your telephone number and the hours during which you can be reached. Be as detailed as possible in describing your problem. It typically is

useful if you also send a printout of your

AUTOEXEC.BAT and CONFIG.SYS files.

4) Call 800-886-3935 and select the technical support extension.

Before You Call/FAX/Log On

Please gather as much of this information as possible:

✓ The serial number of your CD-ROM drive (your serial number can be found both on the warranty card that accompanied the drive and on a label on the drive itself).

✓ The name and model number of your SCSI interface board (e.g., Future Domain

TMC-1610, Adaptec AHA-1515, Trantor T-130).

✓ The version of the software device drivers that came with your SCSI interface board

(this typically is found on the label of the floppy disk which contains the device drivers).

✓ The version of the Windows, DOS, Mac, Novell, OS/2 or UNIX operating system you are using.

✓ The brand name and model number of your computer (e.g., Dell 466/NP, Micron

P66PCI Powerstation, ALR Evolution V, Apple Macintosh Performa 575).

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12PLEX OPERATION MANUAL

CHAPTER 13 ---- Contacting Plextor’s Technical Support Department

✓ The type of VGA, Super VGA, or other graphics card you use.

✓ Brand name and model number of any other peripherals you have installed/ connected to your computer (e.g., scanner, fax board, network board).

Returns

You must receive an RMA (

R

eturned

M

aterials

A

uthorization) number from the Technical

Support Department before any Plextor CD-ROM drive can be returned for repair or replacement. Any drive sent to Plextor without an RMA number will not be accepted.

Drives must be sent postage prepaid. We recommend that you insure your shipment, as Plextor cannot be held responsible for any damage that may occur during shipment.

Helpful Contacts (Phone/FAX/BBS/Web)

COMPANY

Product

Adaptec

SCSI interface boards

AMC

Audio cables

Basin Comp.

SCSI interface boards

PHONE

408-945-8600

206-882-0587

800-238-4453

FAX BBS

408-262-2533

Web address

408-945-7727 www.adaptec.com

206-861-8391 [email protected]

818-598-0110 818-597-0275

Diamond

Soundboards

DPT

SCSI interface boards

DTC

SCSI interface boards

408-736-2000

407-830-5522

408-942-4000

Future Domain

SCSI interface boards

FWB

Mac device drivers

714-455-8100

415-325-4392

714-253-0429 714-253-0432 www.adaptec.com

415-833-4653 ---www.fwb.com

Pacific Inter Connects 408-654-0234

Audio cables

408-982-9329 ---www.piccable.com

Plextor 408-980-1838 408-986-1010 / 408-986-1569

Recommend SCSI soundboards, audio cables, and all other technical support needs [email protected]

Trantor (see Adaptec listing)

SCSI interface boards and Mac device drivers

408-325-7000

407-260-5366

408-524-9301 www.diamond.com

407-830-1070 www.dpt.com

408-942-4052 408-942-4010 www.datatechnology.com

12PLEX OPERATION MANUAL

65

---- CHAPTER 14 ----

Specifications

PX-12XSi Internal PX-12XSe External

Disc

Useable Formats CD-ROM Mode 1; CD-DA; CD-ROM Mode 1; CD-DA;

CD-I; Video CD (MPEG);

CD-ROM XA Mode-2,

CD-I; Video CD (MPEG);

CD-ROM XA Mode-2,

Form 1, Form 2; Photo CD Form 1, Form 2; Photo CD

CD Plus; CD-G, Karaoke CD Plus; CD-G, Karaoke

Disc Diameter

Performance

12 cm. (60 min. & 74 min.) 12 cm. (60 min. & 74 min.)

Rotational Speed at 12X Inner Track: 6360 rpm

Outer Track: 2400 rpm

Inner Track: 6360 rpm

Outer Track: 2400 rpm

Data Transfer Rate

Sync

Async

Access Speeds:

Full stroke

One-third Stroke

Random Access

Random Seek

Data Buffer

Optical Pickup

Laser

Slide Mechanism

Spindle Motor

Error Rate

1800 KB/sec.;

Burst: 10 MB/sec.

Burst: 5.0 MB/sec.

220 ms

150 ms

105 ms

95 ms

512 KB

Semiconductor

Linear Motor

Brushless

1800 KB/sec.;

Burst: 10 MB/sec.

Burst: 5.0 MB/sec.

220 ms

150 ms

105 ms

95 ms

512 KB

Semiconductor

Linear Motor

Brushless

Mode 1: 1 Block/10

12

Bits; Mode 1: 1 Block/10

12

Bits;

Mode 2: 1 Block/10

9

Bits Mode 2: 1 Block/10

9

Bits

Front Panel

Indicator (LED)

Disc Loading

Headphone Jack

DISC IN; Power ON/BUSY

Automatic; standard caddy

Stereo mini-jack,

0.9V at 32 Ohms

DISC IN; Power ON/BUSY

Automatic; standard caddy

Stereo mini-jack,

0.9V at 32 Ohms

Volume Control

Play Button

Stop/Eject Button

Wheel Knob

Play, Forward, Skip

Stop, Eject

Wheel Knob

Play, Forward, Skip

Stop, Eject

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12PLEX OPERATION MANUAL

CHAPTER 14 ---- Specifications

PX-12XSi Internal PX-12XSe External

Rear Panel

Power Supply

Power Switch

Interface Connector

Audio Output

Jumper Switches

DIP Switch

DC +5V, 0.9A (1.0A Peak); AC 100-240V 50/60 Hz.,

DC +12V, 0.7A (1.8A Peak) 0.3A (Auto Switching)

---Tumbler Type: 3A, 250V

SCSI, 50-Pin

Header Type

Analog Output,

Molex Connector

(P/N 50083-8014 4-pin)

Use Molex Housing

(P/N 51030-0430 4-pin)

SCSI ID, Parity, Term,

Test, Block, Eject

----

SCSI, Two 50-Pin

High-density Connector

Analog Output, RCA Jacks

----

Parity, Term, Test

Block, Eject

SCSI ID Rotary Switch

Environmental Conditions

----

Operating

Temperature

Humidity

0 to 45 degrees Celsius

20 to 80%

Noncondensing

Storage

0 to 45 degrees Celsius

20 to 80%

Noncondensing

Temperature

Humidity

--40 to 60 degrees Celsius

5 to 95%

Noncondensing

--40 to 60 degrees Celsius

5 to 95%

Noncondensing

Dimensions and Weight

Dimensions (W/H/D)

Weight

Reliability

MTBF

Caddy Loading

Tray Loading

5.79" x 1.64" x 7.95"

2.4 lbs.

100,000 POH

200,000 load cycles

10,000 load cycles

7.0" x 2.24" x 12.03"

5.7 lbs.

100,000 POH

200,000 load cycles

10,000 load cycles

12PLEX OPERATION MANUAL

67

ABOUT PLEXTOR

Plextor is a subsidiary of the Shinano Kenshi Company (SKC), Ltd. SKC’s roots stretch back to 1918, when it began to manufacture textiles in Japan’s northern prefecture of

Nagano. (Nagano, incidentally, will be the site of the 1998 Winter Olympics.) SKC’s involvement in the electronics industry started in 1962, when it diversified into the production of stepper motors for commercial audio products. SKC is now one of the world’s largest manufacturers of small motors used in hard disks, floppy disks, tape drives, copy machines, video cameras----and your Plextor CD-ROM drive.

Over the past decade, SKC has developed a reputation as an innovator in compact disc and CD-ROM technology. In 1992 it was the second company to begin shipments of double speed CD-ROM drives. In 1994, it was the first company to begin shipments of half-height quad speed CD-ROM drives. In early 1995, SKC was the first company to ship a six speed CD-ROM drive. In early 1996, they shipped the first professional quality eight speed CD-ROM drive. SKC also is a leading manufacturer of compact disc players used for industrial and commercial applications (e.g., background music players for retail stores, restaurants, and shopping centers).

Plextor acts as SKC’s sales, service, and support arm throughout the world. In addition to CD-ROM drives, Plextor also sells under its own label professional audio equipment used by radio stations, high-speed printing presses, and a CD encoding system developed by SKC that can pack up to eight hours of audio onto a single compact disc.

Plextor’s home office is in Tokyo. Plextor first opened an office in California’s Silicon

Valley in 1990. Rapid growth has required it to move twice since then to larger offices.

Plextor now occupies a 30,000 sq. ft. facility in Santa Clara, California, which is staffed by sales, marketing, technical support, engineering, administrative, and shipping personnel. Our European office (in Brussels) began operation in 1994.

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12PLEX OPERATION MANUAL

MODEL

Plextor’s CD-ROM Drives

INTRODUCED

DATA

TRANSFER RATE

ACCESS

TIME

BUFFER

SIZE

1st generation DM-3020/5020 1990

1991

150KB/sec

150KB/sec

430ms

340ms

64KB

64KB 2nd generation DM-3021/5021

3rd generation DM-3024/5024

4th generation DM-3028/5028

5th generation PX-43CH/45CH

1992

1993

1994

300KB/sec

335KB/sec

600KB/sec

265ms

240ms

220ms

64KB

64KB

1 MB

6th generation PX-43CS/45CS

7th generation PX-63CS/65CS

8th generation PX-43CE/45CE

9th generation PX-83CS/85CS

10th generation PX-12CS/12TS

1994

1995

1995

1996

1996

600KB/sec 170ms 256KB

900KB/sec 145ms 256KB

675KB/sec 130ms 256KB

1200KB/sec 115ms 256KB

1800KB/sec 105ms 512KB

Warranty Information

PLEXTOR CORP. (‘‘PLEXTOR’’) warrants your 12PleX CD-ROM drive against any defect in material and workmanship, under normal use, for a period of two years following its date of purchase. In the event this product is found to be defective within the warranty period, PLEXTOR will, at its option, repair or replace the defective CD-ROM drive.

This warranty is void if: a) the drive is operated or stored under abnormal use and maintenance conditions; b) if the drive is repaired, modified, or altered, unless such repair, modification, or alteration is expressly authorized in writing by PLEXTOR; c) if the drive is subject to abuse, neglect, lightning strike, electrical fault, improper packaging, or accident; d) if the drive is installed improperly; or e) if the serial number of the drive is defaced or missing.

PLEXTOR will not, under any circumstances, be liable for direct, special, or consequential damages such as, but not limited to, damage or loss of property or equipment, loss of profits or revenues, cost of replacement goods, or expense or inconvenience caused by service interruptions. Under no circumstances will any person be entitled to any sum greater than the purchase price paid for the drive.

To obtain warranty service you may contact PLEXTOR’s Technical Support Department by calling 800-886-3935. They will attempt to diagnose and correct your problem by phone. If the drive does not function properly they will issue a Return Material Authorization (RMA) number.

You may be asked to furnish proof of purchase to confirm that the drive is still under warranty.

All 12PleX CD-ROM drives returned to PLEXTOR must be securely packaged and shipped postage prepaid. All product returns must be authorized in advance by PLEXTOR’s Technical

Support Department. Authorization is confirmed by issuance of the RMA number, which must be written prominently on the outside of the box in which the defective drive is returned to

PLEXTOR.

Inside back cover

PLEXTOR (U.S.A.)

4255 Burton Drive, Santa Clara, CA 95054

Web Site: www.plextor.com

e-mail: [email protected]

Phone: 408-980-1838

FAX: 408-986-1010 BBS: 408-986-1569

Toll Free: 800-886-3935

PLEXTOR (Japan)

Ueno YHK Building, 7th Floor

7-6 Ueno 7-chome, Taito-ku, Tokyo 110

Phone: 81-3-3847-8281 FAX: 81-3-3847-8288

PLEXTOR (Europe)

Excelsiorlaan 1, 1930 Zaventem, Belgium

Phone: 32-2-725-5522 FAX: 32-2-725-9495