iTunes for Windows: Audio CDs not recognized on some Packard Bell computers

Some Packard Bell computers come preconfigured with virtual drives that conflict with iTunes for Windows. If this is the case, iTunes won't recognize audio CDs. Before starting, always make sure you have the latest version of iTunes.

To see if you have these virtual drives, follow these steps:

1. Open iTunes.
2. On the Help menu, click Run CD Diagnostics.
3. Insert an audio CD into each optical drive that you want to test.
4. Click OK to run the test.

Once it's finished, the bottom section of the CD Diagnostics should look like this (note the "Unsupported CD or DVD drive" listings toward the bottom):

IDE\, Bus Type ATA, Bus Address [1,0]
IDE\, Bus Type ATA, Bus Address [0,0]
SCSI\+_H___DVD-ROM_DVD-41SD4.10, Bus Type SCSI, Bus Address [0,0]
SCSI\+_H___DVD-ROM_DVD-41SD4.10, Bus Type SCSI, Bus Address [1,0]
SCSI\+_H___DVD-ROM_DVD-41SD4.10, Bus Type SCSI, Bus Address [2,0]
If you have multiple drives on the same IDE or SCSI bus, these drives may interfere with each other. Some Dell computers need an update to the ATA bus driver before iTunes recognizes CDs. If you have a Dell computer, check the Dell support website for details.

D: Unsupported CD or DVD drive. Virtual drives can sometimes interfere with reading and writing CDs in iTunes. If this is a virtual drive and you are having problems with other drives, try uninstalling the virtual CD application.

E: Unsupported CD or DVD drive. Virtual drives can sometimes interfere with reading and writing CDs in iTunes. If this is a virtual drive and you are having problems with other drives, try uninstalling the virtual CD application.

To disable these virtual drives:

1. On the Start menu, point to My Computer, then right-click My Computer and click Properties. Alternatively, you can open System in the Control Panels.
2. Click the Hardware tab in the System Properties window that appears.
3. Click Device Manager.
4. Locate DVD/CD-ROM drives in the Device Manager list.
5. Click the plus sign next to it. This lists all the real and virtual drives on the system. The real drives are listed with names that start with "HL-DT_ST". The virtual drives are listed with names that start with something else, such as "H_+_".


Device Manager window with virtual drives

6. Right-click one of the virtual drives.
7. On the shortcut menu, click Disable.
8. Repeat steps 6 and 7 with each of the virtual drives.
9. When finished, on the Start menu, point to Turn Off Computer.
10. Click Restart.

You should now be able to play audio CDs in iTunes.

This document will be updated as more information becomes available.

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple's recommendation or endorsement. Please contact the vendor for additional information.