Why doesn't CD/DVD drive detect CD/DVDs on the Kiosk?

Issue

The kiosk does not detect CD/DVDs inserted into the CD/DVD drive.

Possible Causes

This issue may be caused by one or more of the following:

• CD/DVD media is not allowed in the kiosk workflow configuration.

• The CD/DVD is damaged, unreadable, or unsupported.

• The CD/DVD drive is not receiving power or is not properly connected.

• The USB-to-SATA cable or SATA adapter is faulty.

• The CD/DVD driver is missing, outdated, or corrupted.

• Microsoft Defender Real-Time Protection is interfering with the scan or access process.

• The CD/DVD is detected by Windows, but not by the Kiosk application.

Troubleshooting steps

Please try the following steps:

1. Check whether Windows can detect the CD/DVD

   Exit the Kiosk UI, insert the CD/DVD into the CD/DVD drive, and check whether the CD/DVD appears in Windows Explorer.

   • If Windows Explorer detects the CD/DVD, the issue may be related to the Kiosk application or workflow configuration.

   • If Windows Explorer does not detect the CD/DVD, the issue may be related to the CD/DVD, CD/DVD drive, cable, adapter, or driver.

2. Test with another CD/DVD

   Try inserting a different CD/DVD to determine whether the issue is specific to one disc.

3. Test the CD/DVD drive on another computer

   If possible, connect the CD/DVD drive to another computer and confirm whether the CD/DVD is detected there.

4. Test the cable and adapter

   If possible and applicable, use the same USB-to-SATA cable and SATA adapter to connect the CD/DVD drive to another device. This helps confirm whether the cable or adapter is working correctly.

5. Check the SATA adapter LED

   If the CD/DVD drive is connected to the kiosk using a USB-to-SATA cable and SATA adapter, check whether the green LED on the adapter is lit.

   • If the LED is lit, the adapter is receiving power.

   • If the LED is not lit, there may be a cable, adapter, or power issue.

6. Verify the kiosk workflow configuration

   Confirm that CD/DVD media is allowed in the Kiosk workflow configuration: Going to Kiosk management console (http(s)://Kiosk_IP:8009) > Workflow > Choose the kiosk workflow in question > Media Types > Make sure CD/DVDs are allowed

7. Temporarily disable Microsoft Defender Real-Time Protection

   Temporarily disable Microsoft Defender Real-Time Protection and test again.

   After testing, re-enable Real-Time Protection.

8. Reinstall or update the CD-ROM drivers

   Reinstall or update the CD-ROM drive drivers from Windows Device Manager, then reboot the kiosk and test again.

Next Steps

If the issue persists after completing the steps above, please collect the kiosk support package and provide the following information to OPSWAT Support:

• Kiosk serial number

• Kiosk version

• Whether Windows Explorer can detect the CD

• Whether the issue occurs with all CDs or only specific CDs

• Whether the adapter LED is lit

• Any recent hardware, driver, OS update or configuration changes

Support:

If Further Assistance is required, please proceed to log a support case or chatting with our support engineer.