This issue may have occurred after one of the following situations:

• You upgrade a computer to Windows Vista or install Windows Vista Service Pack 1.
• You install or uninstall CD or DVD recording programs.
• You uninstall Microsoft Digital Image.

• Error message 1
  The device is not working properly because Windows cannot load the drivers required for this device (Code 31).

• Error message 2
  A driver for this device was not required, and has been disabled (Code 32 or Code 31).

• Error message 3
  Your registry might be corrupted. (Code 19)

• An "error code 39" error message.
• A message that resembles the following appears in the notification area:
  Windows successfully loaded the device driver for this hardware but cannot find the hardware device. (Code 41)

This problem is caused by two Windows registry entries that have become corrupted. To fix the problem, you have to use Registry Editor to delete the corrupted Registry entries. To use this method, you must be logged on to Windows as an administrator. If you need help verifying that you are an administrator, visit the following Microsoft Web site: http://support.microsoft.com/gp/admin

Windows 7

If this troubleshooter does not work, try to use the Hardware and Devices troubleshooter. For more information about how to open this troubleshooter in Windows 7, visit the following Microsoft Web site: http://windows.microsoft.com/en-us/windows7/Open-the-Hardware-and-Devices-troubleshooter

Windows Vista

1. Click Start, and then click All Programs.
2. Click Accessories, and then click Run.
3. Type regedit, and then click OK. If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.
4. In the navigation pane, locate and then click the following registry subkey:
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}

5. In the right pane, click UpperFilters.

   Note You may also see an UpperFilters.bak registry entry. You do not have to remove that entry. Click UpperFilters only. If you do not see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step 8.

6. On the Edit menu, click Delete.
7. When you are prompted to confirm the deletion, click Yes.
8. In the right pane, click LowerFilters.

   Note If you do not see the LowerFilters registry entry, unfortunately this content cannot help you any further. Go to the "Next Steps" section for information about how you can find more solutions or more help on the Microsoft Web site.

9. On the Edit menu, click Delete.
10. When you are prompted to confirm the deletion, click Yes.
11. Exit Registry Editor.
12. Restart the computer.

Windows XP

1. Click Start, and then click Run.
2. In the Open box, type regedit, and then click OK.
3. In the navigation pane, locate and then click the following registry subkey:
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}

4. In the right pane, click UpperFilters.

   Note You may also see an UpperFilters.bak registry entry. You do not have to remove that entry. Click UpperFilters only. If you do not see the UpperFilters registry entry, you still might have to remove the LowerFilters registry entry. To do this, go to step 7.

5. On the Edit menu, click Delete.
6. When you are prompted to confirm the deletion, click Yes.
7. In the right pane, click LowerFilters.

   Note If you do not see the LowerFilters registry entry, unfortunately this content cannot help you any further. Go to the "Next Steps" section for information about how you can find more solutions or more help on the Microsoft Web site.

8. On the Edit menu, click Delete.
9. When you are prompted to confirm the deletion, click Yes.
10. Exit Registry Editor.
11. Restart the computer.

Did this fix the problem?

Windows 7

Windows Vista

Windows XP

Is the drive listed?

If you cannot play or access a CD or DVD, you may have to reinstall some programs. Some programs might not be able to use your CD or DVD drive until you reinstall those programs. If the problem occurs again when you install or uninstall those programs, contact the manufacturer of the program to see if an update is available that solves the problem. Some examples of programs that might be affected are:

• iTunes software by Apple
• Nero software by Nero Inc
• Roxio Creator software by Sonic Solutions
• Zune software by Microsoft

If you still cannot play or access a CD or DVD, please see the "Next steps" section.

If the drive is not listed, remove and reinstall the existing drivers.

Remove and reinstall drivers

Windows 7

1. Click Start, and then click Control Panel.
2. Click System and Security, click System, and then click Device Manager.

   Note If Control Panel is in Classic View, double-click System, and then click Device Manager.

   If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.

3. In Device Manager, expand DVD/CD-ROM drives, right-click the CD and DVD devices, and then click Uninstall.
4. When you are prompted to confirm that you want to remove the device, click OK.
5. Restart the computer.

Windows Vista

1. Click Start, and then click Control Panel.
2. Click System and Maintenance, click System, and then click Device Manager.

   Note If Control Panel is in Classic View, double-click System, and then click Device Manager.

   If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.

3. In Device Manager, expand DVD/CD-ROM drives, right-click the CD and DVD devices, and then click Uninstall.
4. When you are prompted to confirm that you want to remove the device, click OK.
5. Restart the computer.

Windows XP

1. Click Start, and then click Control Panel.
2. Click System and Maintenance, and then click System,
3. On the Hardware tab, click Device Manager. If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.
4. In Device Manager, expand DVD/CD-ROM drives, right-click the CD and DVD devices, and then click Uninstall.
5. When you are prompted to confirm that you want to remove the device, click OK.
6. Restart the computer.

See if reinstalling the drivers fixed the problem.

Now try to play or access a CD or DVD.

If you can play or access a CD or DVD, you are finished with this article.

If you cannot play or access a CD or DVD, you may have to reinstall some programs. Some programs might not be able to use your CD or DVD drive until you reinstall those programs. If the problem occurs again when you install or uninstall those programs, contact the manufacturer of the program to see if an update is available that solves the problem. Some examples of programs that might be affected are:

• iTunes software by Apple
• Nero software by Nero Inc
• Roxio Creator software by Sonic Solutions
• Zune software by Microsoft

If you cannot play or access a CD or DVD, please see the "Next steps" section.

Next steps

• Searchable Knowledge Base http://support.microsoft.com/search/?adv=1 Search technical support information and self-help tools for Microsoft products.

• Solution Centers http://support.microsoft.com/select/?target=hub : View product-specific frequently asked questions and support highlights.
• Microsoft Product Support Newsgroups http://www.microsoft.com/communities/newsgroups/default.mspx : Contact counterparts, peers, and Microsoft Most Valuable Professionals (MVPs).
• Other Support Options http://support.microsoft.com/default.aspx?pr=csshome : Use the Web to ask a question, to contact Microsoft Customer Support Services, or to provide feedback.

APPLIES TO

• Microsoft Windows XP Home Edition
• Microsoft Windows XP Professional
• Windows Vista Business
• Windows Vista Business 64-bit Edition
• Windows Vista Enterprise
• Windows Vista Home Basic
• Windows Vista Home Premium
• Windows Vista Starter
• Windows Vista Ultimate
• Windows 7 Enterprise
• Windows 7 Home Basic
• Windows 7 Home Premium
• Windows 7 Professional
• Windows 7 Starter
• Windows 7 Ultimate