[edited],
Have you received the DVD I send OK? I would hope you would by now.

With regards to the additional test you asked me to do when I try to change option 7 (select source) the only option I get is Hard Disk. Is there something wrong here?

Dave

[edited],
I have today shipped to you a new DVD disc which will not copy in the duplicator - I finally had the opportunity to see the error on the display and it was "Load Partition Fail". The disc was shipped with Business Post and should be with you before 5pm tomorrow.
Regards

Dave

Thanks David, I'll keep my eyes open for the disc.
Out of curiosity, will the disc still copy when you put it into "on the fly" mode - and bypass the Hard Drive completly?

To be honest I have not tried this option - we have only learnt how to use the AutoCopy function which has not let us down yet (with over 2000 discs copied) with the exception of these larger discs.

Dave

OK - well try the following:
Select option 8 (select source) and then press the up or down arrow to cycle through the options. There should only be 2 options, one saying HDD and the other reading "DVD RW". Press ENT when the "DVD RW" is selected, and scroll back up to option 1 (copy). Insert your master discs and blanks, and see if it will copy the disc on the fly.
Let me know how that goes! Thanks, [edited]

Hi [edited],
I am enquiring with my colleagues now to see if your discs have arrived, as of yet nothing has been brought to our attention for testing. I will let you know later today. Thanks for your patience, [edited] CD-Writer.com

[edited],
I have checked with the Royal Mail tracking system and the item (ref DL347326771GB) which was posted on 12/11/2007 has not been delivered. Unfortunately they will not do anything within 15 days of posting, so I will ship 2 more discs special delivery this time. This is the second time we have had problems shipping to you at the address provided above are there any additional details required?

Hi [edited],
There are no additional details required, but to confirm the address: [edited]
Sadly it seems the delivery problems are currently down to Royal Mail.
We will keep our eyes open for your disc, and ensure we begin testing as soon as it arrives. Kind Regards, [edited]

Please could you advise progress on this problem. 2 sample DVD's have been supplied for testing, but I have not heard anything from you about them. Dave

I have posted 2 DVD examples both of which will copy in a standard PC but will not copy in the duplicator.
They have been sent recorded delivery.

Dave

Hi [edited] - I was dealing with you previously. I am not sure I can recall the receipt of your disc. I understand the file was differnt to norm and thus req testing. We didnt get it for sure. I think it must have been in the postal strike period. Pls send further disk FAO [edited].

When copying these discs in a standard Windows XP PC with Nero software we have not had problemd duplicating these discs. The discs have been created using the Microsoft ISO builder oscdimg.exe with it's standard options.

Dave

Should you wish to test the creation tool please find a download on our temporary website:
http://technical.ergo.co.uk/oscdimg.zip
This download will be available only for a couple of days.

Dave

Hi [edited],
I have tried making a copy of the disc in some of our computers here in the office, and keep getting read errors.
I would suggest using a different program to master your discs, and also burn your master at 1x speed. It will take alot longer, but should be a more stable disc for the duplciator to copy from.

Hi [edited]. We have tested your discs on several of our machines - and everytime the discs have been failing! It either gets to 50% and then fails, or just doesn't seem to copy at all.
How are you producing the master discs? It seems like it could be a problem in the authoring process.

hi [edited] - we have recieved your discs thanks! They are currently undergoing testing.
It is very unusual that you can't select the ROM on the select source menu though.
I think the best option at the moment, let us do a full test on the discs you provided, see if we can copy them sucessfully or not. From there we can determine if your machine needs to come back for repair or not. How does that sound? Kind regards, [edited]

We have had a good look at the settings for burning the discs and the DVD Burner we use only supports one speed for creating dual layer discs. We have tested again, and can duplicate the discs on many different computers using Nero with no problems, and can read the discs to ISO from many different brands of DVD reader. The ONLY scenario we cannot duplicate or read these discs is from the duplicator from yourselves.

This is starting to become a real issue because we purchased the duplicator specifically for duplicating these discs because it was advertised as supporting Dual Layer discs.

Please could someone respond to me with a plan of action for how this is going to be resolved.

Hi [edited],
It seems to be a bit of a mystery. Our duplicators all do support Dual-layer discs, and we have on many occasions successfully copied various dual-layer discs with out duplicators. For some reason however, it seems your master disc will just not read at all in any of our duplicators. We have now tested the disc on 4 differently branded machines, all with the same result - unsucessful.

...this is what led us to believe the fault was with the discs and/or the authoring process, not with the unit itself. It seems most unlikely you would find a duplicator anywhere that will support these discs. A possible solution, would be to purchase the SD25: http://shop.cd-writer.com/catalog/stordigital-25-disc-auto-cd-dvd-copier-p-6992.html or a publisher such as the Primera Bravo 2: http://shop.cd-writer.com/catalog/primera-bravo-2-auto-dvd-cd-publisher-for-pc-mac-p-6881.html
These units author the discs themselves, via a USB2.0 connection to the PC. However we would have to test your discs first before we can be sure.

Thank you for the response, however I struggle to find how these discs are causing the problems we are seeing as we have no problems with them in other places. If it would help I can send you the ISO we created the original discs from so you can master one yourselves for further testing?

Hi David - I understand your issue - but as I recall when you first came with this problem you were aware that the discs might be somehow responsible due to format type or other... we have every sort of tower copier down here to try - and it seems none will deal with the masters.. we can test on NERO fuelled SD25 early next week and if you wish to send ISO thats fine - A tower copier is never going to be as flexible as a PC based system where by you can configure and update according to your specific requirements. I am sure we will find a way to make this work somehow. Kind regards, [edited].

Hi David, Yes please send your ISO image and preferably, a master disc of the same master. We are most anxious to get to the bottom of this problem.

Thank you - the ISO is the initial point for this image - we are not creating a disc, then extracting this to an ISO, we make the ISO using software, then create a disc from that. How would you like to get the ISO? I am happy for an overnight download from our servers, but this is a large file >5Gb. Our connection will allow 200Kb/sec dowloads.

David - have you got an ftp location for me - or other. tia.

I will post one tomorrow when I have completed uploading the ISO to our webserver.

Hi David - any luck with the ISO? Please let us know the FTP details as soon as you can. We would very much like to help you resolve this matter. Kind Regards, [edited]

Apologies - I tried to email the link.

Here it is:

[edited]

Hi david - just to let you know, we have succesfully downloaded the file. We shall master our own disc today and see if it sheds any further light on the situation. Kind Regards, [edited]

Thank you for letting me know. I look forward to seeing the results of your testing.

Following your testing at the end of December please could you advise me of the progress in getting the duplicator we purcahsed to copy DVDs from the ISO which you downloaded from us?
I was under the impression that you would be getting back to me with the testing results by now.

Hi David, Our engineers will be back on Monday 7th January. I'll ensure they contact you and give you an update on the testing. Thank you for your patience. Kind Regards, [edited]

Hi David, I have spoken with our engineers, and it seems they were able to successfully master a copy of the disc, and also get that disc to work on duplication. It is a very curious error, one which leads me to think the problem you're getting is down to your mastering process. (As your originally mastered discs did not work on our system, but the ones we burnt ourselves from the ISO worked fine).
I suggest you use a new burning software (ie NTI CD DVD maker is the one we used) to burn your master. If you can not get different software, I would happily send you a copy of the disc we have mastered, and you can test it in your machine. Kind Regards, [edited]

Please do send me the disc you have mastered - so we can verify the results you are seeing on our duplicator. I will also try to master a new disc using the software you suggest and see how we get on.
Also for comparison please could you advise the brand of media you are using.

Regards

David

Please could you advise me whether you have already posted the mastered disc, and also advise me of the brand of media you are using for testing.
We have tested mastering the disc from NTI CD DVD maker and have had the same problem.
Regards David

Please could you respond to the above queries.
Thank you.

David

Hi David,
I posted a disc too you last week. We used Aone Dual-layer DVDs. If you have not received it, i'll be happy to re-author a master and send it to you again. Can you please confirm the postal address please? Many Thanks, [edited]

I have not received the disc from you.

Please could you ensure it is shipped to David Irwin, Ergo Computing, Mere Way, Ruddington Fields Business Park, Nottingham, NG11 6JS. If possible please send registered so we can be sure it has been delivered.
Thank you

David

Thank you all for your help. We received the disc and master you duplicated. These copied absolutely fine in the duplicator. This pointed us to the problem being with our mastering. We have now done this with different brands of DVD burner and found this to resolve the problem. This can now be considered as resolved.
Thank you once again.