Problems writing to CD/DVD after upgrading to N360 V3

Norton Security | Norton Internet Security
1

After upgrading to N360 V3 from V2, I started having problems backing up files, writing to a CD or DVD, from Quicken 2006 and Photo Album 6.  I have installed the fix so that I could get Photo Album to run but I still have the problem.  I am sure that the issue is with N360 V3 because if I uninstall N360 V3 all the problems go away.

 

An example of the problem is the following:  Prior to upgrading to N360 V3, Quicken 2006 would create a backup and use Sonic to write the file directly to the CD.  I used this CD multiple times and just keeping adding the backup files to the disc.  After upgrading to N360 V3, i get the BSOD when I put the CD into the drive.  The error is something about memory dumping.  If I go back to N360 V2 or completely remove N360 V3 with the removal tool, I can read the CD again with no problems.

 

I have also removed the Upper and Lower filters in the registry and this does not work.  That  just makes Sonic not able to see my DVD drives even though they are attached.

 

 Also, If I use a new CD and try to back up, Quicken indicates that it can not read the disc.  I am not sure if this is because it is a RW disc.

 

Anybody have anythoughts as what to do next?  Seems to be an issue with DLA.

 

I am running XP Pro, SP2, and the CD/DVD program is by Sonic.  The Sonic program is old and came with the computer when I purchased it Jan 2006.

 

2

This could be caused by the GEAR drivers N360 installs. N360 uses these drivers to access the CD ROM drives for backup.

 

N360 installs the latest GEAR drivers which are Windows Certified. These drivers can also be downloaded from here:

http://www.gearsoftware.com/support/drivers.php 

 

I'm curious if updating these drivers without our product on the system causes the same issue.  If that's the case, you would probably also see the issue if you had iTunes installed.

 

According to the GEAR website, there's a workaround that may apply to your situation:

http://www.gearsoftware.com/wiki/index.php?title=CD/DVD_drives_disappear_after_installing_iTunes

 

There may also be an update to the Sonic software you have installed that may resolve the problem.  Sonic's support site is:

http://support.sonic.com/

 

-ken l 

3

Hi Ken_L,

 

I´ve also had a kind of issue when creating a security backup of a specific folder, large in size, thereby

 

using a DVD-RW.

 

The content of this folder are pure softwares and installation instructions.

 

This issue has only occured on the system where N360v3 is installed, not on NIS 2009

 

ver. 16.5.0.135. I changed to the latter one after too many troublesome attempts.

 

The DVD -disc was destroyed, not working at all afterwards.

 

I found this after carefully going through what really occured after reading your reply.

 

The CD/DVD burning program used on both N360 and NIS 2009, is CDBurnerXP and didn´t

 

complete the burning and  final checking, instead freezing the N360v3 system, making it impossible

 

to go on.

 

My 2 systems are Vista SP1.

 

 

 

 

Message Edited by Kurt on 04-28-2009 07:08 PM
4

Hi Ken(great suggestion) and Kurt,

      I'm wondering if there is an issue with the default "CD Burner" being set partially to gear and partially to Sonic.  I wonder if re-enforcing to the system that your default CD software is either gear or Sonic(and not some hybrid) might clear up the issue.

 

Thanks,

Kelly

5

Hi KellyF,

 

I´ve check your "wonderings" on my 2 systems, which software is associated to the file-types used in

 

burning CD´s.

 

In the default settings there is only one software present that could be asssociated with "CD Burner"

 

and this is "CDBurnerXP", which I´ve used.

 

It seems the selection of "Burner software" is done by the user the when selecting the action, "Burn".

 

Without any extra software beside "Windows Burner", this will be auto selected.

 

With 2 or more "burners" installed, the user will have to do the selection at his own preference.

 

There are no differences between the 2 systems at all in this respect.

Message Edited by Kurt on 04-28-2009 09:52 PM
6

Thank you all for your responses to my problem. 

 

I did some web searches yesterday and last night and I have determined that the problem is with Sonic DLA and the updated GEAR drivers that where installed during the upgrade to N360 V3.

 

Here is some more information on my problem and how I was writing to the CD-RW disk:

1.  Prior to the upgrade from V2 to V3, there where no issues with Quicken 2006 backing up my file to a CD-RW disc that I am using for backing up my Quicken files.  I believe that Quicken is using Sonic DLA to create this disc since I have not checked the box to have XP write to the disc.

2.  After upgrading to V3, my Quicken CD-RW back up disc would cause the BSOD once inserted into either the DVD writer or DVD ROM

3.  I did the upper and lower filter fix but this just caused SonicDigitaMedia LE to not see the drives and also caused iTunes to indicate that there where some missing registry items missing and I needed to reinstall.  I put the filters back in and Sonic coud see the drives again and iTunes was happy.

4.  Since I had iTunes before the upgrade to N360 V3 and had no issues, I restored to the point after I first installed V3 and then uninstalled V3.  I checked the version of the GEARAspiWDM file and it was version 2.0.7.5.  I reinstalled V3 and the GEARAspiWDM file is now version 2.1.0.0.  At this point is when I determined that the issue is with Sonic DLA and the new GEAR drivers that V3 installed.

5.  To verify my findings in #4, I change the properties of the DVD writer to not use DLA and the BSOD did not occur when I inserted the Quicken backup disc.    

 

Here are the versions of the software associated with DVD/CD burning that are on system

Sonic DLA, 4.98 -- I saw that there is newer version, 5.2, that I may try

Sonic DigitalMedia LE v7 -- This is a watered down version that came with my Dell XPS 400.  I have not had a need to upgrade to full version.  If I do upgrade, I think it will go with the latest Nero product

iTunes, 8.02.2

At this point, I am going to try the following:

1.  Update the GEAR drivers to the latest and see if that fixes the problem

2.  Update to Sonic DLA 5.2

3.  Just not use DLA, since I have read that DLA has many issues and is not really good for backing up.  Quicken will back up the file if I indicate to have XP do the writing instead on sending it directly to the disc.

4.  Try Nero 9 and see if it works in DLA

5.  As for Corel Photo Album, I will need to do some more testing, since I think it may have been that I was using DVD-RW and when I switched to a CD-R there was not problems.  The only issue is that I can not remember if I had N360 uninstalled when I was having the problems writing to the DVD-RW

 

I will let you know what I find out.

7

I to have this problem, When I upgraded from 360v2 to 360v3 I can't backup to the D drive in fact 360 doesen't even reconize the D drive. in version 2 I had the option of backing up on the D drive.

 

Does anyone have a fix for this?

 

Thanks 

Pete

8

Brilliant – totally analagous to the PowerDesk / Context Menu situation where the true cause is the least obvious that anyone could imagine <s>

9

Hi Pete can I ask what device is currently occupying your drive letter D:?  Is it hard disk, cd drive... etc?

 

Kelly

10

Hello Kelly, And thanks for your interest..... My D drive is a CD/DVD device. I am using windows vista home premium with sp1.

 I have used this drive to do the norton 360 backup before, all of a sudden it does not reconize the D drive. in fact it doesen't even give me the option of a D drive letter..... But it use to. 

I hate the fact that I have to back up to the C, Hard drive in my computer and then transfer the backup to the D, CD/DVD drive manually.

By the way the D drive works in all other programs but the norton 360.

 

Thanks 

Pete

11

Hi Pete,

 

Hope I am not interrupting here. Do you receive any error message which starts with 8701 when you perform a backup to CD/DVD? Or the scenario is that you do not see your DVD drive to perform a backup? If you receive any error message, please let me know.

 

Vineeth--

Message Edited by Vineeth on 04-30-2009 09:14 AM
12

Hi Vineeth, No error msg, Norton 360 just doesn't see the D drive or any other drive for that matter, Just the C drive or upload to Norton for storage.

 

Pete

13

The D drive is a CD/DVD and the C Drive is the hard drive on my computer

 

Thanks Vineeth

 

Pete

14

After upgrading to N360 V3 from V2, I started having problems backing up files, writing to a CD or DVD, from Quicken 2006 and Photo Album 6.  I have installed the fix so that I could get Photo Album to run but I still have the problem.  I am sure that the issue is with N360 V3 because if I uninstall N360 V3 all the problems go away.

 

An example of the problem is the following:  Prior to upgrading to N360 V3, Quicken 2006 would create a backup and use Sonic to write the file directly to the CD.  I used this CD multiple times and just keeping adding the backup files to the disc.  After upgrading to N360 V3, i get the BSOD when I put the CD into the drive.  The error is something about memory dumping.  If I go back to N360 V2 or completely remove N360 V3 with the removal tool, I can read the CD again with no problems.

 

I have also removed the Upper and Lower filters in the registry and this does not work.  That  just makes Sonic not able to see my DVD drives even though they are attached.

 

 Also, If I use a new CD and try to back up, Quicken indicates that it can not read the disc.  I am not sure if this is because it is a RW disc.

 

Anybody have anythoughts as what to do next?  Seems to be an issue with DLA.

 

I am running XP Pro, SP2, and the CD/DVD program is by Sonic.  The Sonic program is old and came with the computer when I purchased it Jan 2006.

 

15

Thanks Pete,

 

 I suggest you to install the latest GEAR drivers and check the issue. Read this Knowledge Base Article to get the steps to install the GEAR drivers.

 

Vineeth--

16

Hi Vineeth, I'd like to report, I did exactly what you said, AND IT WORKED! Thanks very very much..... It was easy too.

This is what I needed to make it work....

 

Thanks again

Pete :smileywink:

17

Hi all,

 

After reading the suggested Symantec Support artical, I´ve installed the latest GEAR drivers as

 

"Vineeth" has proposed.

 

After this update my N360 v3.0.0.134 setup is working without any issue as of this topic.

 

The only thing occured was a partially destroy DVD-RW disc and that I can easily stand.

 

Thanks for the support from all of you.

18

Hi Pete and Kurt,

 

 Glad to hear that the issue has been resolved :smileyvery-happy:

 

Vineeth--