If it has not been possible to solve the problem

First of all here are a few general recommendations which may help your problem with Nero :

• Please remove the drivers of all other CD Writer programs.

On this, see Interplay between Nero and other CD burner programs

and drivers of other CD burner programs

• In any case you should go through the list of recommended hardware settings .
• Also look at the recommended software settings.
• And the page with recommended updates
• Sometimes a Firmware-update also helps: On this, see: http://www.ahead.de/en/firmware.htm, from which the newest firmware can be downloaded for several CD burners.
• Please check if the Nero driver is installed.

On this, see Nero driver.

• Please deactivate all programs which are running in the background (Antivirus programs,...).
• In numerous cases the SCSI or the IDE cabling is incorrect. Sometimes the plugs aren't plugged in tightly.

Please check if the cabling is correct.

• If there is a Scanner attached to the system:

If EZ-SCSI by Adpatec has also been installed, then you should ensure that the Scanner Utility of EZ-SCSI has not also been installed. If the scanner in the Device Manager is shown under Scanner , then this is the case.

1. Deinstall EZ-SCSI ,
2. Deinstall the scanner incl. software
3. Reinstall the scanner software.
4. Now install EZ-SCSI . To do so select the user-defined installation and do not include the Scanner Utilities in the installation.

• If at least one device is an IDE device:
• If you are using Windows 95 (not applicable to Windows 98):

Please download REMIDEUP.EXE which updates the drivers ESDI_506.PDR and VOLTRACK.VXD. If your drivers are more up-to-date than those included in REMIDEUP.EXE, then the drivers are not updated.

http://support.microsoft.com/download/support/mslfiles/remideup.exe

• If you are using a harddisk which can handle Ultra ATA/66 mode, then you should deactivate this mode if the BIOS of your computer does not support this mode. Read the following article on this:

http://www.westerndigital.com/fitness/wdata66.html (WDATA66 Hard Drive Utility)

• Please deactivate the UDMA Transfer Mode, in particular if you are using a harddisk made by Western Digital. (A firmware update of the harddisk to the most up-to-date version should however solve the problem)
• If you are using an external HP7100 or HP7200 and the driver drvwppqt.vxd is in the Windows\System\IOSUBSYS directory, then you should change the file extension on this fie to .vx_, as this driver looks for Tape Devices on the parallel port and the HP7100 behaves like a Tape Device which can cause serious problems.
• If one of the drives is attached to a soundcard, this could be the problem. Many soundcards do not support ATAPI protocol correctly or incompletely in the case of newer drives.

• If at least one of the devices is a SCSI-device:
• If you are using a mainboard which has an Onboard-SCSI controller, then for certain graphics cards you should make sure that they are not allocated the same IRQ as the Onboard-SCSI controller, as many cards are not capable of sharing IRQs, e.g. graphics cards with the Riva TNT chip set.
• If you are using an AUS P2B S / LS / DS Board, then the termination is to be set upin the PNP and PCI Setup, as the settings in the Adaptec BIOS are ignored! For further information on the ASUS P2B aminboard, please read: http://www.asuscom.de/de/support/techmain/FAQ/scsi/faq023_scsi_scanner.htm
• The termination the cabling should be checked. Note for the owners of TEAC drives: the device is terminated if the termination jumper is not plugged in. Unfortunately this may be wrong at least in the German manual for the TEAC CDR56S4.
• If you newly create a SCSI are using a card in an ISA slot and you are using a mainboard with PCI slots, then as a general rule you should change to a PCI SCSI card as the priority of an ISA card is very low. Problems can also be expected if this card is a busmaster-capable card, as, for example the Adaptec 1542CP.
• If you have a card inserted in an ISA slot and have a fairly new mainboard, (e.g.: as fo Intel 430TX), then you will have problems with some cards, as the voltage supply has been reduced from 5 V to 3 or 3.5 V. So if you are using an ISA SCSI-Controller, then you should resort to a PCI SCSI-Controller to exclude this as a possible error source.
• If you have got a scanner connected, then make sure of the following settings in the BIOS or using the parameter settings in the Device Manager:

Disconnect/Reselect: No

Transfer Method: Async

Transfer Width: 8Bit

Maximum Data Rate: 2MBs

• If the device is connected to the paraller port / Printer port:
• please change the protocol setting in the BIOS from SPP to EPP or ECP. Please note however that not every CD Writer supports both protocols but only one of the two.
• Please close all printer monitor programs. Some printers even have to be disconnected so that no problems occur.
• A CD Writer should always be connected first in the chain of devices connected to the parallel port.
• If you are using a graphics card with a Riva chip set, then you should make sure that the graphics card has its own IRQ allocated to it, as this chip set can not handle IRQ sharing. If the graphics card in question is an AGP graphics card, then no card may be inserted in the first PCI Slot which requires an IRQ, e.g.: a SCSI hostadapter. Reason: As a general rule, the IRQ used for the graphics card is routed to the first PCI slot.
• Please try switching all external devices off and also turn off the disconnect device (scanner, printer) and check if the problem still occurs.
• Please check if the WinASPI driver layer is installed correctly. To do so, download the following program: ftp://ftp.adaptec.com/pub/BBS/win95/aspichk.exe
• The Iomega installation for ZIP or JAZ drives connected to the parallel port overwrites some Windows DLL files which remain even after the Iomega software has been deinstalled. If you are using a ZIP or a JAZ drive and can find absolutely no way to solve the problem, then you should install Windows again right from the start (do not install on top). Then Nero. And when carrying out the following installations, check if Nero is still working.
• Even if your drives have all been recognized correctly, you should still read the section in Recognition of unknown CD-ROM drives and the section in Problems recognizing the inserted CD and also the section in other problems .
• Please remove all DOS drivers which are loaded in CONFIG.SYS or AUTOEXEC.BAT, e.g. CD-ROM drivers, cache programs, ...). On this, read the section Real Mode driver.
• Please use virus scanners to check if there is any virus in the system.
• Please check, if the cache path set in Nero is correct and that there is sufficient free harddisk memory on this drive. See Nero-Cache.
• If you have updated from Windows 3.x to Windows 95 or Windows 98, then there are probably still soem windows 3.x drivers loaded which do not work correctly in Windows 95 or Windows 98.

Please remove the troublesome drivers.

• If you are using an infra-red device, then please read the following article:

http://support.microsoft.com/support/kb/articles/q184/2/04.asp (How to Troubleshoot Issues with Infrared Devices)

• If your are working in Windows 95, then please read the following article:

http://support.microsoft.com/support/kb/articles/q141/3/68.asp (Poor Performance from CD-ROM-Based Program)

• If you newly create a Media Vision Fusion 16 soundcard and a CD-ROM drive is connected to this device, please read the following article:

http://support.microsoft.com/support/kb/articles/q136/5/55.asp (Delay Occurs Accessing Phillips CD-ROM Drive)

• If you are using a 1x CD-ROM drive and are working in Windows 95, then please read the following article:

http://support.microsoft.com/support/kb/articles/q134/7/09.asp (Slow Performance with Single-Speed CD-ROM Drive)

• If you have updated from Windows 95 to Windows 98, then you should read the following article:

http://support.microsoft.com/support/kb/articles/q189/0/92.asp (Problems with Hard Disk and CD-ROM Drive After Upgrading)

and

http://support.microsoft.com/support/kb/articles/q189/5/18.asp (Problems with Hard Disk Controller After Upgrading to Windows 98)

• If you are using Windows 95, then you should download the following file, as the original IOS.VXD file can cause problems (extremely slow reading in)

http://support.microsoft.com/download/support/mslfiles/Iosupd.exe

Information on this:

http://support.microsoft.com/support/kb/articles/q149/5/64.asp (Poor Performance Reading Video CD in IDE CD-ROM Drive)

• Please also install the respective
• newest BIOS version for you mainboard
• newest BIOS version for your SCSI hostadapter
• newest driver for your SCSI hostadapter
• newest updates of your operating system. For example, a SCSI-error during burning was removed by uploading the OLE update for Windows 95.

• and also download the newest Nero version because it is possible that this will not solve the problem.

If you have taken all the above mentioned points into consideration and the problem still exists, then read on here:

So that e-Mails can be processed as quickly as possible, we kindly ask you to bear the following in mind:

1. Please do not send any e-Mails with Word-documents as an attachment, as documents of this kind are not opened on principle because of macroviruses.
2. Please write the e-Mail in one of the following languages: German, English, French or Spanish.
3. Please do not send e-Mails which have only been written in capital letters, as e-Mails of this kind are hard to read.
4. If pictures are sent as an attachment, then please send them in JPG format as the BMP format increases the download time unnecessarily.
5. Please make sure that the reply-address is your real e-Mail address (i.e. does not include words such as no-spam)

and on the other hand to include the following information in the e-Mail (reduces return questions)

(Note: the Device Manager can be found in 'Start'->'Settings'->'Control Panel'->'System' or using a right-click on 'Desktop' and in the menu which appears in 'Properties'):

1. If a burning process fails:
• then attach the protocol file (log file) which can be saved at the end of the burning process or the simulation to the e-Mail. If this is not possible because it has crashed, then take a Screenshot of the burning progress window and send it as a JPG file.
• Please let us know if the error only occurs with certain types of CDs or actions (only when copying audio CDs, only when continuing with a multisession CD, ...)
2. If a crash has happened:
• the type of crash ( system stopa and doesn' react any more, blue screen, you get an error message in a box, the system unexpectedly restarts, ...)
• the error text is there is one (be precise)
• exactly when the crash occurs (during which action)
3. Nero version (all 4 figures)
4. Windows Version (95, 95a, 95b, 95C, 98, 98SE, NT4 (inkl. SP))
5. All updates for Windows itself (e.g.: USB update) if known.
6. As far as possible all programs installed including version (Office, Antivirusprograms, WinFax, Iomega, Norton, or all programs which are active in the background and are logging)
7. Use the CD Writer (incl. firmware; the firmware version can be seen in 'Device Manager' -> 'CD-ROM' -> <YOUR CD-BURNER> -> 'Properties')
8. The CD-ROM drive used
9. The IDE drives connected
• IDE primary port - master:
• IDE primary port - slave:
• IDE secondary port - master:
• IDE secondary port - slave:

The type of triggering of all IDE devices (all in 'Device manager' -> 'CD-ROM' / 'Harddisk' -> < YOUR DRIVES > -> 'Properties' -> 'Settings'):

• DMA (if present)
• Disconnect (should be active)
• Auto insert notification (recommendation: off)
• Sync data transfer (should be off)

Whether busmaster drivers are used and if so, swhich ones (can be seen in 'Device Manager' -> 'Hard disc controllers')

Are there UDMA capable drives in the system?

10. The name of the SCSI-hostadapter (if known)
11. If connected, the names of the following devices and the type of connection (USB; SCSI, Parallel, ...):
• Scanner:
• Printer:
• ZIP / JAZZ:
• as well as all other devices connected externally.
12. Name of the mainboard and the chip set (refer to mainboard / computer manual)
13. In Windows 95/98: Can you see any exclamation marks in the Device Manager and if so, where? It would be advisable anyway to remove these exclamation marks. Usually by updating drivers of all devices connected and/or by solving all resource conflicts (accessible in Start -> Settings -> Control Panel -> System -> Device Manager).
14. WinASPI driver version: Can be testes using the program ASPICheck: ftp://ftp.adaptec.com/pub/BBS/win95/aspichk.exe (also runs in Windows NT). It would be best to send the result as an attachment)
15. The information which you get with the program SCSIPING.EXE (can be downloaded from your WebSite)
16. name of other installed CD Writer software (also that which has been installed before, incl. version)
17. The information that you get when you carry out the following (Windows 95/98):
• Please open a DOS box ('Start'->'Program'->'MS-DOS input request' or using 'Start'->'execute'->'command')
• now change into the Windows\System\IOSUBSYS directory (command to be entered: cd \windows\system\iosubsys)
• now carry out the following command: dir /o >c:\iosubsys.dir

This command creates a new file in the main directory on drive C: with the name IOSUBSYS.DIR.

• Please send us the file C:\IOSUBSYS.DIR you have just created as an attachment.
• After sending the file you can delete it.

the e-Mail address is: techsupport@ahead.de