Picture It!: How to troubleshoot CD issues

This article describes how to troubleshoot CD issues in the programs listed in the "Applies To" section.

Note The programs listed in the "Applies To" section use many multimedia files, such as graphics, sound bytes, video clips and other types of artwork, that are contained on the CD.

You may receive an error message that resembles one of the following: Note KernDl32.dll is spelled correctly. There is a 'd' in this file name. This does not apply to Picture It! 2003.

To troubleshoot CD issues in the programs listed in the "Applies To" section, use the following methods in the order that they appear in.

Insert the CD into the CD drive

To gain access to multimedia files for your projects, insert a program CD into the CD drive while you are running the program. The program prompts you to change the CD if the content that you want to use is located on a different CD.

Verify that the CD drive is configured correctly

If you experience a CD read problem, verify that the CD drive is configured correctly. To do this, follow these steps:

1. Insert a working CD into the CD drive to verify that the CD drive works.
   
   If other CDs work in the CD drive, go to the next method.
   
   If other CDs do not work in the CD drive, continue to the next step.
2. Right-click the My Computer icon on the Microsoft Windows desktop, and then click Properties.
3. In Microsoft Windows 95, Microsoft Windows 98, or Microsoft Windows Millennium, click the Device Manager tab.
   
   In Microsoft Windows 2000, click the Hardware tab, and then click Device Manager.
   
   In Windows Vista, click Start
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   , click Control Panel, click System and Maintenance, and then click Device Manager.
4. Look for the CD drive in the list of devices. If the CD device is displayed with an exclamation point next to it, the CD drive may not be configured correctly.
   
   Contact your hardware manufacturer to inquire about how to configure the CD drive correctly.

For information about how to contact your hardware manufacturer, view the following hardware and software third-party vendor contact information: http://support.microsoft.com/gp/vendors/en-us (http://support.microsoft.com/gp/vendors/en-us)

Clean the CD

Clean the CD. To do this, use a CD cleaning kit, or gently wipe the silver side of the CD by using a soft, lint-free cotton cloth. Do not use paper cloth that can scratch the plastic and leave streaks. When you clean the CD, wipe from the center of the disc outward. Do not use a circular motion.

If the issue continues to occur, clean the CD with a damp cloth or a commercial CD cleaning solution. Dry the CD thoroughly before you insert it into the CD drive.

Test the disk in another CD player

Try the CD disk in another CD player. If the CD works, the problem may be with the original CD player not correctly reading the CD disk. Contact your computer or CD manufacturer for help with this issue.

If the CD does not work on another computer then the CD may be damaged and need replacing. Contact Microsoft Sales at 800-360-7561 to obtain a replacement CD. If the issue still occurs, go to the next method.

Display all files in Windows Explorer

To display all the files on the CD in Windows Explorer, follow these steps:

1. Insert the CD into the CD drive.
2. In Windows 95 or Windows 98, click Start, point to Programs, and then click Windows Explorer.
   
   In Windows Millennium Edition or in Windows 2000, click Start, point to Programs, point to Accessories, and then click Windows Explorer.
   
   In Windows Vista, click Start
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   , and then click Computer.
3. Expand the CD drive that contains the CD.
4. Copy the Autorun.exe file from the CD to the hard disk.

If you cannot see the Autorun.exe file on the CD or if you cannot copy the file to the hard disk, you may not be using the latest version of the CD driver for the CD drive.

Contact your hardware manufacturer to inquire about how to download and install the latest CD driver for the CD drive.

Run Xcopy to verify the CD or DVD drive

1. Open the Command Prompt window.
   
   In Windows XP or earlier versions, click Start, click Run, type cmd, and then click OK.
   
   In Windows Vista, click Start
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   , click All Programs, click Accessories, and then click Command Prompt.
2. Type the following command line, and then press ENTER. In the command line, drive is the letter of the CD drive or DVD drive.
   xcopy drive :\*.* /s > c:\test1

If the XCopy process is not successful, your CD or DVD disc is damaged. Therefore, the CD drive or DVD drive cannot read it.

Use standard CD troubleshooting steps

For more information about how to troubleshoot CD read errors, click the following article number to view the article in the Microsoft Knowledge Base: For more information, click the following article number about how to troubleshoot issues with reading CD, CD-R, CD-RW, and DVD Discs to view the article about how to troubleshoot issues with reading CD, CD-R, CD-RW, and DVD Discs in the Microsoft Knowledge Base:

For help with CD or DVD drive problems in Windows Vista, visit the following Microsoft web page: