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tripplec
Bit Torrent
Posts: 2,379
Registered: ‎03-08-2012
Location: CA
Views: 523
Message 1 of 5

Z70-80 Won't write or Burn DVD's - Support claims its software issue and won't replace the DVD drive

I burn DVD occasionally for presurving and backing programs downloaded, duplicating media I have difficulty locating.

 

I used Nero 2015 Platinum Burning ROM consistantly. I did upgrade to 2016 version a long time ago but did not install it when bought. I decided to install the latest version. That was a few months back. Anyway, I now find that I can't write to any DVD media. It fails after perpare for Lead-In and the complex Nero log flags an issue with calibration. I see nothing written and DVD info shows the DVD used and others as well to be good and free space.

 

I have since also tested with Lenovo supplied Power2Go - fails on same phase with Power Calibration failed

After support calls I install ImageBurn a free ISO burner I had used for many years on other systems as well but had not installed on this new one. It also fails to complete power calibration.

 

In my opinion and check various software functionalities. There is some failure withing DVD drive. Yet I am told its a software problem. The DVD attempted to use I took to another computer using Nero and burned to it successfully!! 

 

I did test doing a CD which I rarely write to anymore. Using Nero I selected a number of the same files so as not to exceed the 700MB limit and burned them. I must admit it did burn but not normally. It took a very long time with my setting at 24x and the DVD buffer Never filled (so it wasn't used in the process). 

 

DVD drive is faulty and now I have to get a replacement. Is there not an FRU for drives etc on these systems. I am sure I can find a servicing document to open it up to remove it as it no different than replacing the hard drive for an end user. 

 

What good is the hardware waranty when the support rep says it software. There is nothing outside the burning program to control this!! PS: I am a retired IT specialist of 30 years in the business. The system is runing the current Windows 10 64bit 1607 build.

T520 Model 4239 Intel(R) Core(TM) i7-2860QMbr>; Nvidia NVS 4200M Win 10 64bit
Z70-80 I7 - 5500U 16GB GB - 1TB HD Win 10 64bit FHD 17.3", G840 w/2GB

sclexman
Bit Torrent
Posts: 4,580
Registered: ‎11-22-2011
Location: US
Views: 508
Message 2 of 5

Re: Z70-80 Won't write or Burn DVD's - Support claims its software issue and won't replace the DVD d

Download Nero Discspeed and see if it's test show anything strange.

Nero used to have this utility on their download page.

It has a Create Disc feature. 

http://www.majorgeeks.com/files/details/nero_discspeed.html

Sr Support Specialist
Posts: 8,382
Registered: ‎11-30-2015
Location: PH
Views: 491
Message 3 of 5

Re: Z70-80 Won't write or Burn DVD's - Support claims its software issue and won't replace the DVD d

Hi tripplec

 

Greetings.

 

The hardware support may be trying to isolate a hardware against software issue on the case.

The best way to cut all isolation is either using a known good DVD drive to swap with or use the same drive on a known good machine.

 

Most likely if the techs are told that you have already tried swapping then immediate replacement would be done. Since the drive is a CRU (Customer replaceable unit) as indicated in its manual (here on page 87-88), they would be able to send it over so that you can replace it yourself (page 43).

 

Regards

 

** Edit note: CRU as customer replaceable unit and is allowed to be sent to customer in contrast with FRU, CRU parts do not have to have On site tech for replacement**



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tripplec
Bit Torrent
Posts: 2,379
Registered: ‎03-08-2012
Location: CA
Views: 475
Message 4 of 5

Re: Z70-80 Won't write or Burn DVD's - Support claims its software issue and won't replace the DVD d

Well all fine and good. I am working with Nero to address probable software issues which are a long shot. Nero 2016 fails and a clean install of Nero 2017 just purchased also has the same problem. That was after runing their first aid fix they released to clean things up before reinstalling their package as per their request.

 

I have two case numbers 1st was going to replace the drive but could not send it and I don't have onsite warranty with my system. After much consulting behind his scene he said Bestbuy was warranty center. Wrong they only handle systems they sold !!! 2nd time I call the lady did not reference the previous case and had be go through a load of things. Then said its a software problem even though she is not a technician herself and knows nothing about software. But I should call that team who I am sure would not be able to do anything or even attempt to help. I don't have paid for software support with Lenovo.

 

CRU or FRU parts should have been supplied. I am warrantied to summer of 2018 but I need this resolved. I am a hardware software Technician w/experience predating Window !!!, hardware predating the Intel 8088 and was Novell/Windows server tech for HP/Compaq for decades. Very little excapes me. There does not appear to be any firmware for this GUCON DVD drive and little I can do. I have 4 other systems with DVD drives so I am not stuck at this time. This Z70-80 Model 80FG0037US which is my primary system.

T520 Model 4239 Intel(R) Core(TM) i7-2860QMbr>; Nvidia NVS 4200M Win 10 64bit
Z70-80 I7 - 5500U 16GB GB - 1TB HD Win 10 64bit FHD 17.3", G840 w/2GB

Sr Support Specialist
Posts: 8,382
Registered: ‎11-30-2015
Location: PH
Views: 468
Message 5 of 5

Re: Z70-80 Won't write or Burn DVD's - Support claims its software issue and won't replace the DVD d

Hi tripplec

 

As you have tested known good machines not to work with the original optical drive or have used a known good drive that works with the original system then there shouldn't be any issue processing a CRU dispatch for you not unless that there are other issues that would need depot repair service.

 

A follow-up call may be needed with technical support. You may also ask for reasons why it cannot be just simply sent over as the machine is still covered by its hardware warranty.

 

Update us soon as convenient.

 

Regards

 

 



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