Microsoft KB Archive/943774

= How to troubleshoot backup device errors that occur with Windows Live OneCare =

Article ID: 943774

Article Last Modified on 11/16/2007

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APPLIES TO


 * Windows Live OneCare

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INTRODUCTION
This article describes how to troubleshoot backup device errors that occur with Windows Live OneCare.



MORE INFORMATION
When you try to run a backup in Windows Live OneCare, you may receive an error message that states that Windows Live OneCare cannot find a backup device connected to your computer, that the drive is empty, or that you have inserted an incorrect disk type.

If you have a backup device that is connected to your computer, you can try to troubleshoot the problem by using one or more of the following methods:  Make sure that a supported backup device is connected to your computer. For more information about supported backup devices in Windows Live OneCare, visit the following Web site to view the OneCare Help topic &quot;Supported backup devices&quot;:

http://help.live.com/Help.aspx?market=en-US&project=onecarev2&querytype=topic&query=OneCare_REF_backup_devices.htm

  Make sure that your device is working correctly:

Windows XP-based computers  Click Start, click Run, type sysdm.cpl, and then press ENTER. On the Hardware tab, click Device Manager. Double-click either DVD/CD-ROM Drives or Disk drives. This selection depends on the type of device that you are using. Right-click the device that want to use, and then click Properties. On the General tab, view the Device status section. If an error appears in the Device status section, click the following article number to view the article in the Microsoft Knowledge Base:

314096 Advanced troubleshooting for issues that occur when you are installing a new CD or DVD drive on Windows XP

</li></ol>

Windows Vista-based computers
<ol style="list-style-type: lower-alpha;"> Click Start, type sysdm.cpl in the Start Search box, and then press ENTER.

If you are prompted for an administrator password or for a confirmation, type the password or click Continue.</li> On the Hardware tab, click Device Manager.</li> Double-click either DVD/CD-ROM Drives or Disk drives. This selection depend on the type of device that you are using.</li> Right-click the device that want to use, and then click Properties.</li> On the General tab, view the Device status section. If an error appears in the Device status section, visit the following Microsoft Web site:

http://support.microsoft.com/ph/11732

</li></ol> </li> Make sure that the drive is enabled and ready. If you are using a disc burner, make sure that the drive door is closed. If you are using an external disc drive or an external hard disk, make sure that all hardware connections, such as universal serial bus (USB) plugs and USB cables, are connected firmly. If the device is a disc burner, insert a disc that contains data, not a blank disc, into the disc burner, and then close the drive door.

Windows XP-based computers <ol style="list-style-type: lower-alpha;"> Click Start, click Run, type explorer.exe, and then press ENTER.</li> Expand My Computer, and then double-click the drive letter that corresponds to the device.</li> Confirm that the contents of the drive appear.</li> Right-click the CD drove or the DVD drive, and then click Properties.</li> On the Recording tab, select the Enable CD recording on this drive check box.</li></ol>

Windows Vista-based computers <ol style="list-style-type: lower-alpha;"> Click Start, type explorer.exe in the Start Search box, and then press ENTER.</li> Expand My Computer, and then double-click the drive letter that corresponds to the device.</li> Confirm that the contents of the drive appear.</li> Right-click the CD drive or the DVD drive, and then click Properties.</li> On the Recording tab, select the Enable CD recording on this drive check box.</li></ol> </li> <li> Update the device driver for your backup storage device. Out-of-date drivers can prevent you from performing a successful backup of your files to a CD. To make sure that you are using the most recent driver for your CD drive or your DVD drive, visit the Microsoft Update Web site (http://update.microsoft.com/).

To manually update the device driver for your backup device, follow these steps:

Windows XP-based computers <ol style="list-style-type: lower-alpha;"> <li>Click Start, click Run, type sysdm.cpl, and then press ENTER.</li> <li>On the Hardware tab, click Device Manager.</li> <li>Expand DVD/CD-ROM Drives.</li> <li>Right-click the device, and then click Update driver.</li> <li>Follow the steps in the Hardware Update Wizard to update the driver.</li> <li>Restart the computer.</li></ol>

Windows Vista-based computers
<ol style="list-style-type: lower-alpha;"> <li>Click Start, type sysdm.cpl in the Start Search box, and then press ENTER.</li> <li>On the Hardware tab, click Device Manager.</li> <li>Expand DVD/CD-ROM Drives.</li> <li>Right-click the device that want to use, and then click Properties.</li> <li>Follow the steps in the Hardware Update Wizard to update the driver.</li> <li>Restart the computer.</li></ol> </li> <li>Determine whether another program is currently using your disc burner. If your disc burner drive is busy, it may appear as unavailable. This behavior may occur when another program is already using the drive or if you click OK too quickly after you insert a disc into the drive. <ul> <li>Uninstall any third-party CD-burning software. Some CD-burning programs include functionality that &quot;locks&quot; the disc burner. This functionality may block other programs, such as OneCare, from accessing the device.</li> <li>Close all programs that may be trying to access the disc drive.</li> <li>Run the backup operation again. When you are prompted to insert a disc, confirm that you have inserted the correct disc into the correct drive, and then close the drive door. Wait several seconds, and then click OK.</li> <li>If the disc burner drive still appears as unavailable and the drive is listed as working correctly, you must restart your computer.</li></ul> </li> <li>Check the CD for damage or try a new CD. If your disc burner cannot detect a disc in the drive, the disc may be damaged or you may be using the wrong type of disc. <ul> <li>Make sure that the disc is clean and undamaged.</li> <li>Make sure that the blank disc that you are using is a writable CD or a writable DVD and that you are using the correct type of disc for your drive. Drives that are designed for a particular disc speed may not work correctly if you insert a higher-speed disc.</li> <li>Try a blank disc from a different manufacturer. Some brands of disc may not work with all disc burners.

Note To determine the types of discs that your disc burner supports, check the drive door or see your hardware documentation.

</li> <li>Be aware that OneCare cannot use a CD or a DVD that has been formatted or erased by using a third-party program, such as Nero or Roxio. OneCare can only use clean or new CDs and DVDs that were not formatted by a third-party program.</li> <li> Set your disc burner to a slower write speed:

Windows XP-based computers <ol style="list-style-type: lower-alpha;"> <li>Click Start, click Run, type explorer.exe, and then press ENTER.</li> <li>Expand My Computer, right-click the disc drive, and then click Properties.</li> <li>On the Recording tab, select a slower speed under Select a write speed, and then click OK.</li></ol>

Windows Vista-based computers
<ol style="list-style-type: lower-alpha;"> <li>Click Start, type explorer.exe in the Start Search box, and then press ENTER.</li> <li>Expand My Computer, right-click the disc drive, and then click Properties.</li> <li>On the Recording tab, select a slower speed under Select a write speed, and then click OK.</li></ol> </li></ul> </li></ul>

Keywords: kbhowto kbinfo KB943774

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