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Contacting Plextor's
Technical Support
Department
YOUR TASK:
Learn the variety of methods you can use to contact
Plextor's Technical Support Department. Learn
what information you should gather before
contacting Plextor's Technical Support Department.
YOUR OBJECTIVE:
Know how to get in contact with Plextor if you
experience any problems installing or operating
your 12/20PleX CD-ROM drive.
YOUR METHOD:
Store Plextor's e-mail, Web site, phone, fax, and
BBS numbers in a convenient location. Keep your
drive's serial number and a copy of your sales
receipt handy, as well.
If you experience a problem while installing or operating your 12/20PleX drive,
refer first to the troubleshooting chapter (Chapter 12) in this manual. It contains
solutions to the most common types of problems fielded by our technical support staff.
Our Technical Support Department will help you solve problems that relate specifi-
cally to your 12/20PleX drive. In many cases, a problem that appears to be caused by
your CD-ROM drive actually originates in another part of your computer. In such
instances, our technical support staff will try to help you identify the part (e.g., SCSI
interface board) at fault, and will refer you to the manufacturer of that part for further
assistance.
Although we think highly of the capabilities of our technical support staff, we
recognize that they do suffer from some limitations; namely, they do not possess
psychic or telepathic powers. Therefore, their ability to help you depends a great deal
on your ability to help them. You must act as their eyes and ears as they try to diagnose
and fix your problem. If you gather the information requested on the following page
before you contact them, you will find that your problem can be resolved much more
quickly.
Plextor's Technical Support Department is available Monday through Friday, 6:30
a.m. to 5:30 p.m., PST. We are closed on weekends and some holidays.
---- CHAPTER 13 ----
12/20PLEX OPERATION MANUAL
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Summary of Contents for Plextor 12-20D
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Page 1: Technical Support
Plextor’s Technical Support Department. Learn what information you should gather before contacting Plextor’s Technical Support Department. YOUR OBJECTIVE: Know how to get in contact with Plextor if you experience any problems installing or operating your 12/20PleX CD-ROM drive. YOUR METHOD: Store Plextor’s e-mail, Web site, phone, fax, and... -
Page 2: Before You E-Mail/Log On/Fax/Call
CHAPTER 13 ---- Contacting Plextor’s Technical Support Department How to Contact There are four ways for you to contact Plextor’s Technical Support Department: 1) Send us e-mail at support@plextor.com ., or visit our Web site for answers to frequently asked questions. - Page 3 Support Department before any Plextor CD-ROM drive can be returned for repair or replacement. Any drive sent to Plextor without an RMA number will not be accepted. Drives must be sent postage prepaid. We recommend that you insure your shipment, as Plextor cannot be held responsible for any damage that may occur during shipment.
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Page 4: Specifications
---- CHAPTER 14 ---- Specifications PX-20TSi Internal PX-20TSe External Disc Useable Formats CD-DA; CD-ROM Mode 1; CD-DA; CD-ROM Mode 1; CD-XA Mode 2, Form 1 & 2; CD-XA Mode 2, Form 1 & 2; Multi-session Mode 1 & 2; Multi-session Mode 1 & 2; CD UDF (variable packets);... - Page 5 CHAPTER 14 ---- Specifications PX-20TSi Internal PX-20TSe External Rear Panel Power Supply DC +5V; DC +12V AC 100-240V 50/60 Hz., Power Switch ---- Tumbler Type: 3A, 250V Interface Connector SCSI, 50-Pin SCSI, Two 50-Pin Header Type High-density Connector Audio Output Analog Output, Analog Output, RCA Jacks Molex Connector...
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Page 6: Quick Install
Windows 95 CD-ROM so it can obtain the necessary file. If you purchased your SCSI controller in a Plextor kit, you can use either the Windows 95 CD or the Plextor Manager floppy disk to provide the necessary file. If you purchased your new SCSI controller from another source, you must use the Windows 95 CD. - Page 7 Your computer’s capabilities are pretty much out of our control. On the other hand, your Plextor drive is fully SCAM capable. Benevolent folks that we are, if you bought a Plextor ‘‘kit’’ you also have a SCAM capable SCSI controller in front of you----wouldn’t...
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Page 8: Configuration Identification
Plug and Play BIOS. Go to the section titled ‘‘Non-Plug and Play Installation,’’ page 70. You did not buy a Plextor kit and have an older SCSI board that is not SCAM capable. Go to the section titled ‘‘Non-SCAM Installation,’’... -
Page 9: Plug And Play Installation
For external devices, if your Plextor drive is the last in a chain of devices, leave termination enabled. If it is not last in the chain, disable termination. All SCAM capable boards should have the ability to automatically set termination of the board itself so you should not have to deal with this. -
Page 10: Troubleshooting
ID #3. It is possible (especially if you have other SCSI devices) that once you reboot your computer, the configuration process will reassign the drive to some other SCSI ID number. If so, you have just seen visual proof of Plextor’s SCAM capabilities. Get out your favorite or most useful CD and enjoy. - Page 11 Windows 95 ‘‘Add New Hardware Wizard’’ to load it. If Windows 95 did load a file during the configuration process, AND you have another SCSI device besides your Plextor CD-ROM drive, then you probably have a conflict with your SCSI IDs. In other words, Windows 95 loaded a non-SCAM capable support file.
- Page 12 95 will automatically load the non-SCAM capable file for the SCSI controller we provided. Instead, if you purchased a Plextor kit with SCSI controller, insert the Plextor Manager disk. This disk has the SCAM capable support file for your SCSI controller to complete your Plug and Play CD-ROM environment.
- Page 13 If you followed the previous instructions, you should be up and running without any problems. If things are not working correctly, there are four likely problems. First, if you purchased a Plextor kit, you might have overlooked our instructions to use the Plextor Manager disk to get the necessary driver support for your SCSI controller.
- Page 14 95 ‘‘Add New Hardware Wizard’’ to load it. If Windows 95 did load a file during the configuration process, AND you have another SCSI device besides your Plextor drive, then you probably have a conflict with your SCSI IDs. In other words, Windows 95 loaded a non-SCAM capable support file.
- Page 15 It is possible that Windows 95 will not have the required support for your SCSI controller. If that is the case, you will need to call the controller manufacturer’s technical support department. If you still have problems, call Plextor’s Technical Support Department at 800-886-3935.
- Page 16 From DOS/Windows Using CD-ROM Install Hardware If you are installing your Plextor drive in a Plug and Play environment (Plug and Play BIOS on the motherboard and a SCAM capable controller), refer to the ‘‘Install Hardware’’ portion of the ‘‘Plug and Play Installation’’ section on page 67 of these instructions.
- Page 17 ‘‘Non-SCAM Installation’’ section on page 72 of these instructions. Install Software In order to use your Plextor drive under DOS or Windows 3.x to upgrade to Windows 95, you must have a device driver to support it. If you just installed a new SCSI controller that you did not purchase from us, you also need to load what is called an ‘‘ASPI Manager’’...
- Page 18 32-bit code Plextor Manager 96. Therefore, we recommend that you disable the driver. If you choose to operate your Plextor drive under Windows 95 using the Plextor device driver and subsequently encounter any problems, your first step should be to disable the driver.
- Page 19 CONFIG.SYS file using the notepad editor. Find the lines that refer to the ASPI Manager (example: BTDOSM.SYS or ASPI4DOS.SYS) and device driver called PLEXTOR.SYS. Type ‘‘REM’’ in front of each of those two lines. This disables these lines by marking them as REMARKS. Select ‘‘SAVE’’ from the FILE menu, and then ‘‘EXIT.’’...
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Page 20: About Plextor
Valley in 1990. Rapid growth has required it to move twice since then to larger offices. Plextor now occupies a 30,000 sq. ft. facility in Santa Clara, California, which is staffed by sales, marketing, technical support, engineering, administrative, and shipping personnel. - Page 21 NOTES 12/20PLEX OPERATION MANUAL...
- Page 22 NOTES 12/20PLEX OPERATION MANUAL...
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Page 23: Warranty Information
In the event this product is found to be defective within the warranty period, PLEXTOR will, at its option, repair or replace the defective CD-ROM drive. - Page 24 PLEXTOR (U.S.A.) 4255 Burton Drive, Santa Clara, CA 95054 Web Site: www.plextor.com e-mail: support@plextor.com Phone: 408-980-1838 FAX: 408-986-1010 BBS: 408-986-1569 Toll Free: 800-886-3935 PLEXTOR (Japan) Ueno YHK Building, 7th Floor 7-6 Ueno 7-chome, Taito-ku, Tokyo 110 Phone: 81-3-3847-8281 FAX: 81-3-3847-8288...