We have found that most disc errors occur due to a couple of issues. Please use the following information to determine the problem:
Verify that the drive on your computer reads the type of disc you are inserting. For example, if you have a DVD, make sure you are inserting it into your DVD drive. If it is a CD, it should not matter whether it is inserted into either a DVD or CD drive. Both should read CDs with no problems.
If you are not sure which type of disc you have, please check the program's System Requirements printed on the box or the website. If it shows "DVD-ROM" in the requirements, this means the disc is a DVD. You should also see "DVD" printed somewhere on the disc's label. However, it may not always be easy to spot on the label. This is why we suggest checking the System Requirements first.
If you are not sure what type of drive you have, you can often identify it by looking at the drive's tray. Most drives have the supported types of discs printed on the tray's outside. So, while the drive is closed, look at the tray and see if it specifies the types of discs it can read. If that information is not printed on the tray, you should consult the documentation for the drive. If the drive came with the computer, you may need to contact the computer manufacturer to find out what type of drive is installed and what types of discs it can read.
Some of our newer products are released on dual-layer DVDs. In order to use those programs, you must have a DVD drive in your computer that can read dual-layer DVDs. Most new computers come with DVD drives that can read dual-layer discs. However, if you have an older DVD drive, you may have one that does not read dual-layer discs. Again, you may need to check the drive's documentation or contact the computer manufacturer to find details as to the types of discs it can read.
For some of the programs furnished on DVDs, we do have an exchange offer to get the program on CDs. This does not apply to all programs on DVDs. If you need CDs instead of a DVD, please check the program's documentation or web page to see if it has an exchange offer.
If there is an error message when reading the disc, this typically indicates something interfering with the reading process. Most of the time, this can be resolved by cleaning the disc with a soft-cloth or oil-free facial tissue moistened with rubbing alcohol. This is true even for "fresh-out-of-the-box" discs which sometimes have a layer of fine dust from the packaging.
If that does not work and you are receiving a message about the drive being "empty" or to "insert a disc", there is a good chance that the problem is an incompatible drive. Please double-check the sections above to verify the type of disc and your drive's compatibility.
If you still have difficulties after going through all of the above, please contact Technical Support.