If you are experiencing problems with your LightScribe installation, this list of known problems may help you quickly locate a solution.
These issues have been verified with the versions mentioned, but may extend to other configurations. This information is provided only as possible leads for those customers wanting to self troubleshoot, and is not meant to be a complete list of all possible problems.
Additional resources are also available with the FAQ, Troubleshooting guide, and Windows Diagnostics Utility.
Click on the appropriate Operating System categories to toggle the listing on and off.
> GENERAL
LightScribe Label Discolors with Inkjet Printed Inserts
Date logged: May, 2007
Known Affected Platform: ALL
Symptom: LightScribe labels have been found to discolor when exposed to certain freshly printed inkjet paper inserts.
Cause: Some components in certain inkjet inks from still "wet" paper prints may react with the LightScribe chemistry causing the labels to fade or discolor. Specifically, Epson color inks have been shown to cause this.
Recommended Resolution: Make sure that any printed inserts are fully dry before putting in the disc storage case or envelopes. Please consult with your inkjet product manufacturer for recommended dry times before storage.
Known versions affected: NA
DVD Discs not Recognized in Older DVD Players
Date logged: NA
Known Affected Platform: ALL
Symptom: LightScribe DVDs not recognized in DVD player.
Cause: Older DVD players only support limited number of optical disc data formats. For example, some older DVD players will only accept DVD-R media, and any DVD+R media will be rejected.
Recommended Resolution: Reference the specification of your DVD player for the compatible optical disc format to purchase and use.
Known versions affected: NA
LightScribe Label Fades when Stored in PVC Sleeves
Date logged: NA
Known Affected Platform: ALL
Symptom: LightScribe labels fade in a short period of time with a visible white powder coating.
Cause: The LightScribe label chemistry may react with some common materials. Among them is PVC commonly used in storage sleeves of CD/DVD binders and wallets. The other chemicals to keep away from your LightScribe discs are Vitamin E, Polyethylene Glycol (PEG), and alcohols. The last items are common in many hand lotions and hair care products.
Recommended Resolution: Do not store your LightScribe discs in PVC sleeves. You can easily tell PVC by its strong "Plastic" smell. Store your LightScribe discs in Polypropylene, Mylar, or Tyvek sleeves. These do not have any obvious odors. Also, keep your LightScribe discs away from hand lotions and hair care products. We recommend storing your LightScribe discs either in the original storage spindles or in individual jewel cases. Also avoid excessive heat (as seen inside cars in summer time) and direct sunlight to maintain the label and data side integrity of the LightScribe discs.
Known versions affected: NA
Aftermarket External Drive Cases
Date logged: NA
Known Affected Platform: ALL
Symptom: Either no LightScribe Drives are detected, Internal errors, or communication errors when attempting to print a LightScribe label.
Cause: The Communication chipsets used in external drive cases of various manufactures may interpret the LightScribe commands differently, causing unreliabile LightScribe operation. This can be true for IDE/USB or IDE/IEEE 1394 (FireWire) connections.
Recommended Resolution: Installing an internal drive in a third-party aftermarket external case is not recommended and not supported by most drive manufactures. Since these combinations have not specifically been tested, the drive manufactures can not ensure compatibility. In some configurations, the communication conflict is specific to either the USB or the FireWire connection. If your case has both, try connecting using the other interface.
Known versions affected: NA
> WINDOWS
Graphics Not Printing in Nero CoverDesigner
Date logged: October, 2007
Known Affected Platforms: All Supported Windows OS's.
Symptom: Graphics content on label design does not print, but text may print properly.
Cause: Graphics content larger than the disc perimeter outline.
Recommended Resolution: Look for an update on www.nero.com in late 2007, or try resizing your graphics to be smaller than the perimeter outline.
Known versions affected: All Windows Operating Systems, Nero 6, 7, & 8.
LSBurnWatcher
Date logged: August, 2007
Known Affected Platforms: All Supported Windows OS's.
Symptom: The LightScribe process may error out with a message pointing to the LSBurnWatcher program, or the log file associated with LSBurnWatcher grows excessively large and start slowing down your computer sytem.
Cause: LSBurnWatcher is not a LightScribe program but is pre-installed on some HP branded computers with LightScribe drives. Earlier version of the software may encounter these problems.
Recommended Resolution: Download the update from HP here.
Known versions affected: All Windows Operating Systems.
Apotrophe in User Account Name
Date logged: July, 2007
Known Affected Platforms: All Supported Windows OS's.
Symptom: Error encountered during installation or update of LightScribe System Software. Error message may include, "Error: C:\Users\User'sName\AppData\Local\Temp\pft8048.tmp 3074:"
Cause: An apostrophe is present in the User Account name.
Recommended Resolution: Rename your user account without the apostrophe. Start/Control Panel/User Accounts.
Known versions affected: All Windows Operating Systems.
Vista Upgrades
Date logged: March, 2007
Known Affected Platforms: Windows Vista
Symptom: Some customers are encountering broken LightScribe functions after upgrading from a previous version of Windows to Vista. These customers are also unable to install newer version of the LightScribe System Software (LSS) updates to fix the problem.
Cause: The LightScribe System Software was corrupted during the Vista upgrade. Root cause is still being investigated.
Recommended Resolution: If the Vista upgrade is completed, you will need to uninstall the LSS and reinstall the most recent version. The Uninstall utility and the LSS can be found in our Downloads page. If the Vista upgrade has not yet been done, please uninstall the LSS by locating the following file, "\program files\common files\lightscribe\LS_HSI.msi", right click, and choose "Uninstall". After the Vista upgrade, install the latest version of the LSS either from your hardware/software provider, or from our downloads section.
Known versions affected: Windows Vista
Sonic Express Labeler & Logitech SetPoint software
Date logged: November, 2006
Known Affected Platforms: WindowsXP
Symptom: With the SetPoint software installed, the Sonic Labeler would not load and errors out with a message indicating access problems with ‘dwwin.dll’. This does not affect other labeling software such as SureThing or Nero.
Cause: SetPoint and Sonic are using the same reference file name.
Recommended Resolution: Exit SetPoint software: Right click Logitech icon on lower right icon tray, and choose "exit". Please also check with Logitech or Sonic for future updates that may resolve this issue.
Known versions affected: Sonic Express Labeler v2.0, SetPoint V3.10
U3 USB Flash Memory Virtual drive
Date logged: May, 2006
Known Affected Platform: WindowsXP, 2000
Symptom: Print job appears to be locked up or take an extremely long time.
Cause: The U3 program creates a virtual drive that conflicts with Lightscribe drive communications.
Recommended Resolution: Eject and remove the U3 USB device from your computer before printing a Lightscribe label.
Known versions affected: NA
Intel Application Accelerator
Date logged: March, 2006
Known Affected Platform: WindowsXP, 2000
Symptom: Print job interrupted with "communications error" or "internal error".
Cause: The Intel Application Accelerator modifies the communication bus settings that is not compatible with LightScribe.
Recommended Resolution: A patch is available through the diagnostics utility. Or the Intel Application Accelerator can be safely removed through the "Add and Remove Programs" screen accessed through the Control Panel.
Known versions affected: NA
Older versions of Antivirus programs
Date logged: January, 2006
Known Affected Platform: WindowsXP, 2000
Symptom: "Communication Error" when trying to print LightScribe label.
Cause: Some AV programs affecting communications with LightScribe drive.
Recommended Resolution: Verify AV program conflict, then update or remove program.
Known versions affected: McAfee AV v.8; Kaspersy v.5
Incorrect AllocateCDRoms Registry Key Value
Date logged: October, 2005
Known Affected Platform: WindowsXP, 2000
Symptom: No LightScribe drives detected by the Labeling Software even with LSS and LightScribe drive installed properly. Some Labeling software will report "no LightScribe drives installed" messages, or others such as Nero will have no LightScribe functions displayed or active.
Cause: Key value set to non-default "1" locks out LightScribe communication to optical drives.
Recommended Resolution: A patch is available through the diagnostics utility to reset the value to the default "0". This is not an issue for Vista installations.
Known versions affected: NA
> MAC
OSX 10.5 (Leopard) Compatibility
Date logged: October, 2007
Known Affected Platform: Mac OSX 10.5 (Leopard)
Symptom: LightScribe may not function properly with upgrades or new installs of OSX 10.5. The Simple Labeler may also experience graphics issues.
Cause: OSX 10.5 required specific compatibility updates.
Recommended Resolution: Update to LSS version 1.10.19.1 or newer. Also updated to SLW version 1.10.19.1 or newer.
Known versions affected: OSX 10.5
OSX 10.4.9 compatibility with External Drive
Date logged: April, 2007
Known Affected Platform: Mac OSX 10.4.9
Symptom: Some external drives used on systems with OSX 10.4.9 may experience LightScribe print errors or not having drive recognized as LightScribe.
Cause: Communication protocol with certain drive (firmware) and external case combination conflicts with OSX10.4.9.
Recommended Resolution: If your external drive has both a USB and IEEE1394(Firewire) interface, switching to the alternate may resolve the conflict. Otherwise, please contact your hardware provider for firmware updates and tech support.
Known versions affected: OSX 10.4.9.
LaCie Labeler 1.1 with newer versions of LightScribe System Software
Date logged: Aug, 2006
Known Affected Platform: Mac OSX 10.3.9
Symptom: Labeler "hangs" when trying to print LightScribe label.
Cause: Compatibility of Labeler communication with some versions of the LSS.
Recommended Resolution: Update to version 1.2 or newer of the LaCie LightScribe Labeler.
Known versions affected: LaCie Labeler 1.1, LSS 1.4.105.1 or newer.
> LINUX
64-bit Linux Installations
Date logged: July, 2007
Affected Platform: 64-bit Linux distributions.
Symptom: Error in installation and program operation.
Cause: LightScribe Software not yet fully debugged on these systems.
Recommended Resolution: None at this time.
Known versions affected: LightScribe System Software, LightScribe Simple Labeler.
Linux Installations on Non-RPM Supported Distributions
Date logged: December, 2006
Affected Platform: Linux distributions not supporting RPM installation package formats (e.g. Ubuntu)
Symptom: Error in installation and program operation.
Cause: LightScribe System Software not yet debugged on these systems.
Recommended Resolution: Please see the Pre-Release Software page for evaluation software.
Known versions affected: LightScribe System Software, LightScribe Simple Labeler.
