No matter which brand of the external optical drive, we may encounter some common problems. Normally, these problems are not caused by the CD/DVD drive and can be fixed, please refer to the following steps to troubleshoot or contact us for help through the contact form below (we’ll reply to you within 6~12 hours, you can send an email directly to us via support@roofull.com).

COMMON PROBLEMS & SOLUTIONS:

#1 Problem: Cannot power on:
Solution: Please push the DVD Drive front panel (where you load the disc) hard to ensure better inner power contact (the inner SATA interface may be loosened during long-distance transportation)

#2 Problem: Can not be recognized by Windows computer.
Solution: Try the following methods step by step until the problem is fixed.

1. Update your Windows system if available. How to update it: https://support.microsoft.com/en-us/help/4027667/windows-10-update
2. Turn off the firewall security and try this device first (Just for troubleshooting, you can turn on it later), then reboot your PC. How to turn off it (steps): https://www.lifewire.com/how-to-disable-the-windows-firewall-2624505
3. Plug the power cord attached to your laptop and make sure your laptop at 100% power (Ignore if desktop PC)
4. Remove the USB hub or docking station, and try different USB ports on your laptops. For the desktop, please use the USB port on the rear panel of the PC.
5. If this CD/DVD drive comes with a power supply cable, please use it to ensure enough power if you’re not sure your PC can supply sufficient power for this device.
6. Please reinstall the Driver of the CD/DVD drive.
   Step 1: Plugged the device into the laptop
   Step 2: Uninstalled the driver
   • Press the Windows logo key + R to open the Run dialog box.
   • Type devmgmt.msc in the Run dialog box, then press Enter. If you are prompted for an administrator password or for a confirmation, type the password, or select Allow
   • In Device Manager, expand DVD RW Drive drives, right-click the CD and DVD devices, and then select Uninstall.
   • When you are prompted to confirm that you want to remove the device, select OK.

   Step 3: Unplugged the device
   Step 4: Restarted the laptop
   Step 5: Plugged the device back into the laptop and it worked correctly.

7. Manually install the driver then reboot your computer. Download driver: https://www.dropbox.com/s/rilbqxxau82bmr8/ROOFULL-Win10USB30-Driver.rar?dl=0 (Please unzip the file through 7-zip or WinRAR)
8. If the problem still cannot be fixed, please try to remove and reinstall IDE/ATAPI drivers, and fix corrupted registry entries and other solutions provided by Microsoft: https://support.microsoft.com/en-us/help/314060/your-cd-or-dvd-drive-is-not-recognized-by-windows-or-other-programs

#3 Problem: Can not be recognized by MacBook Pro/Air/iMac.
Solution: Try the following methods step by step until the problem is fixed.

1. Mac computer cannot recognize an external CD/DVD drive unless there is a CD or DVD disc in the player, so please remember to put CDs or DVDs.
2. Plug the power cord attached to your laptop and make sure your laptop at 100% power (Ignore if desktop PC)
3. Remove the USB hub or docking station, and try different USB ports on your laptops. For the desktop, please use the USB port on the rear panel of the PC.
4. If this CD/DVD drive comes with a power supply cable, please use it to ensure enough power if you’re not sure your PC can supply sufficient power for this device.
5. If your Mac computer still cannot recognize this device, please refer to methods in this link: https://setapp.com/how-to/how-to-access-external-drive-thats-not-recognized-on-mac.

#4 Problem: Recognition is normal but cannot play discs (Windows OS).
Solution: Try the following methods step by step until the problem is fixed.

1. Please make sure your computer has an available media player software (e.g. VLC player, 5KPlayer, KMPlayer, PowerDVD) or burning software (e.g. Nero, ImgBurn, CDBurnerXP, Express Burn, Ashampoo Burning Studio Free)
2. Remove the USB hub or docking station, and try different USB ports on your laptops. For the desktop, please use the USB port on the rear panel of the PC.
3. If this CD/DVD drive comes with a power supply cable, please use it to ensure enough power if you’re not sure your PC can supply sufficient power for this device.
4. Enable the “AutoPlay” function in the Windows OS and specify the default media player for CDs or DVDs, then reboot your computer and replug the CD/DVD drive. How to enable it:  https://www.howtogeek.com/236241/how-to-enable-disable-and-customize-autoplay-in-windows-10/
5. Turn off the firewall security and try this device first (Just for troubleshooting, you can turn on it later), then reboot your PC. How to turn off it (steps): https://www.lifewire.com/how-to-disable-the-windows-firewall-2624505
6. Please set the region code to the right region code. You can change the region code up to 4~5 times. After that, the drive will retain the setting for the last region used. If your drive is set to Region #1, which includes Canada, the United States, and U.S. territories, you cannot watch a DVD from another region such as Europe or Japan until you change the code.
   1. Open Windows Explorer, find the DVD RW Drive icon. 
   2. Right-click on the DVD drive and then select Properties.
   3. Click on the DVD Region tab. Select the region in which you want to change to and click OK.

#5 Problem: Recognition is normal but cannot play discs (Mac OS).
Solution: Try the following methods step by step until the problem is fixed.

1. Please make sure your computer has available media player software (VLC player, or other software) or burning software (recommend software)
2. Remove the USB hub or docking station, and try different USB ports on your laptops. For the desktop, please use the USB port on the rear panel of the PC.
3. If this CD/DVD drive comes with a power supply cable, please use it to ensure enough power if you’re not sure your PC can supply sufficient power for this device.
4. Please set the region code to the right region code. You can change the region code up to 4~5 times. After that, the drive will retain the setting for the last region used. If your drive is set to Region #1, which includes Canada, the United States, and U.S. territories, you cannot watch a DVD from another region such as Europe or Japan until you change the code.
   1. Insert the CDs or DVDs into the optical drive on your Mac computer. A dialog box will open, prompting you to select a region for your DVD drive.
   2. Consult the DVD package to verify which region code to use. For example, Canada, the United States, and U.S. territories use Region 1.
   3. Click the “Change Drive Region to” drop-down menu, and then click the region code.
   4. Click “Set Drive Region.”
   5. Click on the “Lock” icon to save your settings.

#6 Problem: Can play CDs but not DVDs (Windows OS).
Solution: Please try a different media player software such as VLC player or 5KPlayer. Note: The new version of Windows Media Player no longer supports DVD playback.

#7 Problem: Only two folders (AUDIO_TS and VIDEO_TS) when you try to play discs. (Windows OS).
Solution: Please refer to #4 problem and solution, please confirm that “Autoplay” is enabled and reboot the computer.

#8 Problem: Do not know how to change the region code. (Windows OS).
Solution: Please refer to #4 problem and the last step, please reboot the computer after settings.

#9 Problem: Do not know how to change the region code. (Mac OS).
Solution: Please refer to #5 problem and the last step, please reboot the computer after settings.

#10 Problem: One of my computers cannot run the external CD/DVD drive. 
Solution: Please tell us the brand and model of the computer that cannot work with the CD/DVD drive, we will reply to you and provide steps via email.

#11 Problem: This device cannot run on multiple computers.
Solution: This CD/DVD drive may be defective or damaged during shipment, you can contact Amazon to replace a new one for free or send a message to us and allow us to arrange a free replacement for you. If you have no time to wait for a new device, please contact Amazon to get a return label and return it for a full refund.

Our Audio & Video Accessories include 4K HDMI Switch, Optical to/from Coax Digital Audio Converter, Digital to Analog Audio Adapter, etc.
Each audio & video accessory is tested 3 times before being sold, but it is still not ruled out that some devices are defective or damaged during long-distance transportation. If our equipment cannot work normally, please leave us a message below or send an email directly to support@roofull.com. Please forgive that we can only reply to you within 6~12 hours due to the time difference, but we will definitely provide you with a solution that satisfies you.

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