CONTACTS 
0201 - Computown                            415 956 8696 fax 5548
020101 - Mr. Bryson NLN; Technical Support Rep
020102 - Service Department =415 982 8324
0202 - Mountain Computer Engineering        415 263 1990 fax or 800...
020201 - Mr. Bradley J. Schwab; Director of Engineering  =Telephone
020202 - Engineering Department

SUBJECTS
CD ROM RW, Sony
ABCD CD ROM Disk Formatting Program
ABCD CD Disks Not Ejecting, Losing Data
RW CD ROM Drive Failing, 990821

1306 -    ..
1307 - Summary/Objective
1308 -
130801 - Follow up ref SDS 11 0000, ref SDS 9 0000.
130802 -
130803 - Made some progress contacting Sony technical staff.  They diagnosed
130804 - the problem and assigned...
130805 -
130806 -    Event Number:  E05392794
130807 -
130808 - Tried to clear problem by reinstalling ABCD program, but this was not
130809 - successful. ref SDS 0 3500
130810 -
130811 -     [On 990824 disassembled computer and found that a sound cable is
130812 -     connected to the Sony RW CD drive. ref SDS 12 5621]
130813 -
130814 -
130815 -
130816 -
1309 -
1310 -
1311 - Progress
1312 -
131201 -  ..
131202 - ABCD Program on CPU11 Performing Different with Xcopy
131203 -
131204 - Follow up ref SDS 11 6356, ref SDS 9 6844.
131205 -
131206 - Brad at Mountain Computer called.
131207 -
131208 - Reviewed record on 990818. ref SDS 9 6844, and on 990821 where the rw
131209 - cd drive will not eject with the onboard button, it will not play a
131210 - music CD, and seems to lose track of data. ref SDS 11 4814
131211 -
131212 - Brad said he is unaware of any limit on using a CD over and over.
131213 -
131214 - He feels we should contact the manufacturer and they will RMA the
131215 - drive.
131216 -
131217 -
131218 -
1313 -
1314 -
1315 - 0901 called vendor           1 800 265 4239
1316 -
131601 -  ..
131602 - Reported RW CD Failure to Sony
131603 -
131604 - Follow up ref SDS 3 9702.
131605 -
131606 - Model and serial number. ref SDS 3 9950
131607 -
131608 - Warranty. ref SDS 3 5296
131609 -
131610 - Location of Sony service facility call...
131611 -
131612 -                        800 342 5721
131613 -
131614 - The box says there is toll free tech support 24 hours.  The technical
131615 - support phone number for Sony is...
131616 -
131617 -                        800 597 5649
131618 -
131619 -    web site:  http://www.ita.sel.sony.com/support
131620 -
131621 - When I called the technical support number, there are a number of
131622 - buttons to push, then we we get a busy signal.
131623 -
131624 - I called back and did not select any buttons.
131625 -
131626 - After awhile, there was a message that all technical support people
131627 - are busy, to hold on.
131628 -
131629 - In about 2 minutes got an answer.
131630 -
131631 - Talked to Peter            C06M
131632 -
131633 - Event Number:  E05392794
131634 -
131635 - Explained problem.
131636 -
131637 - Peter asked if we have added anything new.
131638 -
131639 - We opened...
131640 -
131641 -         Device Manager
131642 -            Hard Disk Controllers
131643 -
131644 -
131645 - We removed...
131646 -
131647 -                  Intel 82371 AB/EB PCI Bus Master IDE Controler
131648 -
131649 - ...in Device Manager, and then booted the computer to re-install this
131650 - using W98 plug and play.
131651 -
131652 - The eject button on the Sony drive now seems to work.
131653 -
131654 - We tested a music CD, and it still did not hear any music.
131655 -
131656 - We opened some of the CDs where data was created with ABCD and were
131657 - able to see the data.
131658 -
131659 - Peter feels cleaning the lens will fix the music problem.  He said
131660 - that if this does not clear the problem to call him back.
131661 -
131662 -
131663 -  ..
1317 -
1318 -
1319 - 1304
1320 -
132001 - Talked to Brian
132002 -
132003 - Explained cleaning the CD lens, per below, ref SDS 0 2005, did not
132004 - clear the problem.  For example, we still cannot hear sound.
132005 -
132006 - Brian asked which drive is connected to the the CD sound cable?
132007 -
132008 - I could not recall if there are two sound cables, one connected to
132009 - each drive.  We decided for now, to assume there is only one sound
132010 - cable and it is connected to the conventional CD drive, so sound may
132011 - not be an issue.
132012 -
132013 -     [On 990824 disassembled computer and found that a sound cable is
132014 -     connected to the Sony RW CD drive. ref SDS 12 5621]
132015 -
132016 - Could not read the ABCD CD we created this morning.
132017 -
132018 - Were able to read the ABCD CD created a few days ago.
132019 - ..
132020 - Tried to format a new CD.
132021 -
132022 - Got error message saying...
132023 -
132024 -              Error formatting the disc in the drive J:
132025 -
132026 -              You can format the Packet Writing for abcd only
132027 -              rewritable discs.  The disc can be new, erased or
132028 -              containing data or audio.
132029 -
132030 - Worked fine until about a week ago.
132031 -
132032 - Brian will have a specialist contact us.
132033 -
132034 - Same event number.
132035 -
132036 -
1321 -
1322 -
1323 - 1334
1324 -
132401 - Talked to Berry
132402 -
132403 - He reviewed background.
132404 -
132405 - Sounds like a problem with the drive.
132406 -
132407 - Locate a local service...
132408 -
132409 -         1.  Standard Storage Service.... 408 922 0699
132410 -
132411 -         2.  Sony Service ... 650 871 2810
132412 -
132413 -             San Bruno
132414 -
132415 -
132416 -
1325 -
1326 -
1327 - 1344 called Sony Service Center    650 871 2810
1328 -
132801 - Repairs.... 800 282 2848
132802 -
132803 - He said if we call back, use the following number...
132804 -
132805 -             800 222 7669
132806 -
132807 - ...at the prompts use...
132808 -
132809 -             0 0
132810 -
132811 -
132812 -
1329 -
1330 -
1331 - 1415
1332 -
133201 - Talked to Jim
133202 -
133203 - He asked if Berry gave us an RMA number.
133204 -
133205 - He wants me to call another number.
133206 -
133207 -
133208 -  ..
1333 -
1334 -
1335 - 1427 called Sony Standard Storage Service           408 922 0699
1336 -
133601 - Talked to William            408 955 4708
133602 -
133603 - He wants the model extention that is in a small box on the top of the
133604 - unit.
133605 -
133606 - He also wants to month and year from the top of the unit.
133607 -
133608 - I have to disassemble the system and get this information, then call
133609 - him back.
133610 -
133611 -
133612 -
133613 -  ..
1337 -
1338 -
1339 - 1447 more testing
1340 -
134001 - In advance of sending the CD drive for repair, will do more testing.
134002 -
134003 - Actually, the thing seems to be running okay.  I did a backup, and
134004 - that ran.
134005 -
134006 - I tried copying data to more disks using ABCD and they seem to work.
134007 -
134008 - Although I just tried to format a disk and got an error message again
134009 - that we can format only rewritable disks, per above. ref SDS 0 3685
134010 -
134011 - Now eject button on the Sony CD RW drive is not working again.
134012 -
134013 - Ejected with abcd program.
134014 -
134015 -
134016 -  ..
134017 - Removed Sony ABCD Program, and Installed it Again
134018 -
134019 - I am going to try installing abcd again.
134020 -
134021 - Abcd program setup is in...
134022 -
134023 -                    h: 00 37
134024 -
134025 - ...per work on 990309. ref SDS 4 6399
134026 -
134027 -     1.  Used Add/remove programs to remove abcd.
134028 -
134029 -         Rebooted system.
134030 -
134031 -     2.  Installed abcd again.
134032 -
134033 -         Booted system.
134034 -
134035 -
134036 -  ..
134037 - Format Operation Failed, Crashed System, Indicating Failed Drive
134038 -
134039 - Tried quick format again, and got same message. ref SDS 0 3685
134040 -
134041 - Tried full format, and it crashed the system.
134042 -
134043 - Had to turn computer off to start it again.
134044 -
134045 -
134046 -  ..
134047 - Return Sony CD RW Drive, Obtain Model No., and Date
134048 -
134049 - As a result of the above record, will disassemble the Sony drive, and
134050 - develop information requested by Sony. ref SDS 0 4992
134051 -
134052 - Put information requested by Berry in the record on 991229 under
134053 - model and serial number. ref SDS 3 9950
134054 -
134055 - Date of manufacture is November 1998
134056 -
134057 - There two items in boxes...
134058 -
134059 -    1.  Serial number has -10 in a box at the end of the number.
134060 -
134061 -    2.  Certification information is in a box... C N50
134062 -
134063 -
134064 -
134065 -
134066 -
134067 -  ..
1341 -
1342 -
1343 - 1003 received call from Karen
1344 -
134401 - Karen said Computown has gone out of business.  Employees arrived for
134402 - work one day, and the doors were padlocked.  There was a notice on
134403 - the door that final checks had been mailed to employees.
134404 -
134405 - Warranty Issues are being handled by Nations Credit.
134406 -
134407 - Former employees of Computown have started a new business to service
134408 - systems out of warranty.
134409 -
134410 - So, we cannot take the unit to Computown to fix the CD RW drive, which
134411 - is still under warranty.
134412 -
134413 -
134414 -
134415 -
1345 -

SUBJECTS
Cleaning CD ROM Drives

1404 -
140401 -  ..
140402 - Cleaning CD ROM Drive
140403 -
140404 - Yesterday, Millie purchased a CD labeled...
140405 -
140406 -
140407 -                        discwasher
140408 -
140409 -
140410 - ...for cleaning CD drives.  This is mainly for cleaning CD player.
140411 - The rep at CompUSA said it works also for CD drives on a computer.
140412 -
140413 - She brought it to the office today, and we used to clean both the
140414 - Sony CD RW drive, and the Acer conventional CD drive, both installed
140415 - on CPU11.
140416 -
140417 -
140418 - Instructions...
140419 -
140420 -
140421 -        1.  Holding the CD Laser Lens Cleaner with the label side
140422 -            down, place 1 drop of CDL2 Cleaning Solution on the white
140423 -            brush.
140424 -
140425 -        2.  Insert the CD laser Lens Cleaner into your CD player and
140426 -            press Play.  Listen and follow the verbal instructions.
140427 -
140428 -        3.  After use, store teh CD laser Lens Cleaner in its case to
140429 -            prevent brush contamination.
140430 -
140431 - For information on this and other quality Discwasher products,
140432 - call...
140433 -
140434 -
140435 -                        1800 732 6866
140436 -
140437 -
140438 - Caution:  Flammable, Causes eye irritation.  Keep away from ehat,
140439 - sparks and open flames.  Avoid contact wtih eyes.
140440 -
140441 -
140442 -
140443 -
140444 -
140445 -
140446 -
140447 -
1405 -