HP Customer Care by Phone. HP CD-WRITER Plus

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HP Customer Care by Phone. HP CD-WRITER Plus | Manualzz

32 HP Customer Care by Phone

HP Customer Care by Phone

Phone Support During Warranty

During the warranty period telephone support is provided free of charge and only long-distance charges apply. The list of telephone numbers begins on page 36.

After the Warranty

After the warranty period support is still available for a per-incident fee.

The list of telephone numbers begins on page 36.

Before You Call HP

■ Check the troubleshooting tips provided in this Installation Supplement and the electronic User’s Guide.

■ If you received an error message, write it down before you call.

■ Make sure you are at your computer and have your drive installed when you call.

■ Gather the information in the table below.

The diagnostic utility provides most of the information. Click Start on the taskbar, then point to Programs , HP CD-Writer Plus , Utilities, and click Diagnose .

Select the drive and then click on the Drive Data tab. For help finding information not provided by the diagnostic utility see the next page.

Information (Help on page 33)

Drive series number

Drive firmware version

Drive serial number

For your computer

Before You Call HP

Information (Help on page 33)

Computer brand and model

Operating system and version?

For your computer

Windows 95, Windows 98, or

Windows NT 4.0

Version Number:

(for NT) Service Pack Number:

Amount of memory installed

Other CD-ROM or DVD-ROM drives? yes/no

(If yes , list them)

Sound card? yes/no

SCSI card brand/model

SCSI card settings

Type:

Input/Output Range (I/O):

Interrupt Request (IRQ):

Direct Memory Access (DMA):

Other SCSI devices connected? yes/ no

(If yes , list them)

Passed Drive Self-Diagnostics test? yes/no

33

Where to Find This Information

Drive series number

The drive’s series number appears on the front of the new drive. Example:

7500 Series

Drive firmware version

Drive information, including firmware version, can be found by clicking on the Start menu on the taskbar, then selecting Programs , HP CD-

Writer Plus or HP DVD Writer , Utilities, and Diagnose .

Select the drive and then click on the Drive Data tab.

The firmware version is listed in the FW Rev dialog box. Example: Firmware: 1.0

34 Before You Call HP

Drive serial number

The HP drive serial number appears on the underside of the tray as well as on the main label on the back of the drive.

You can also obtain the drive serial number by clicking on the Start menu on the taskbar, then selecting Programs , HP CD-Writer Plus or

HP DVD Writer , Utilities , and Diagnose .

Select the drive to check and then click on the Drive Data tab.

The drive serial number is among the information displayed.

Computer brand and model

The computer brand appears on the front of your computer and in the documentation that came with your computer. Example: HP Pavilion 8490

Operating system and amount of memory (RAM) installed

In Windows 95 and Windows 98 , from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on System .

Select the General tab. The version number appears below Microsoft

Windows 98, and the amount of memory installed is displayed in the lower part of the screen.

Example: 4.10.1998 and 128.0 MB RAM

In Windows NT (while signed on as Administrator), from the Start menu on the task bar, select Programs , Administrative Tools (Common) , and Windows NT Diagnostics . Select the Version tab and write down the version number and service pack number; for example: 4.00.1381 and

Service Pack 3 . Then select the Memory tab and write down the amount of memory listed under Physical Memory - Total; for example: 32 MB RAM

Other CD-ROM or DVD-ROM drives

In Windows 95 and Windows 98 , from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on System .

Select the Device Manager tab. Double-click on CDROM . Write down the names of the devices that are displayed. Example: Toshiba DVD-ROM

SD-M1202

In Windows NT from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on SCSI Adapters . Look for CD-

ROMs or DVD-ROMs in the computer by double-clicking the entries displayed. Example: Toshiba CD-ROM XM-6102B

Before You Call HP 35

Sound card

In Windows 95 and Windows 98 from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on System .

Select the Device Manager tab. Double-click on Sound, video, and game controllers . Write down the names of the devices that are displayed. Example: Sound Blaster

In Windows NT from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on Multimedia , select the Devices tab, and double-click Audio Devices. The sound card is listed under Audio

Devices. Example: Sound Blaster

SCSI card brand/model and SCSI card settings

In Windows 95 and Windows 98 from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on System .

Select the Device Manager tab. Double-click on SCSI Controllers .

Double-click on the SCSI card name, and then click on the Resources tab. Example: Adaptec 1520, Input/Output Range 110-11F, Interrupt Request

11, Direct Memory Access 7

In Windows NT from the Start menu on the taskbar, select Settings and then Control Panel . Double-click on SCSI Adapters . Select the SCSI card for which you want information and click on Properties . The

CardInfo tab provides the card’s manufacturer, and the Resources tab provides the card settings. Example: Adaptec 1520, Input/Output Range 110-

11F, Interrupt Request 11, Direct Memory Access 7

Other SCSI devices

Click the Start button on your taskbar, select Programs , HP CD-

Writer Plus or HP DVD Writer , Utilities , and select List SCSI

Devices . Write down the names and SCSI IDs of the devices that are displayed.

Drive Self-Diagnostics test

Click Start on the taskbar, then select Programs , HP CD-Writer Plus or HP DVD Writer , Utilities, and Diagnose .

Select the drive and then click on the Tests tab. Select Drive Self-Diagnostics and click

Perform Test .

The most recent diagnostic utility results are saved in C:/Program Files/

Diagnose/Logs as DRIVELOG.TXT and TESTLOG.TXT.

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