PlexTools - Support Page

Getting support

Plextor support will answer all your questions regarding Plextor Utilities within 48 hours (except weekends and Belgium bank holidays) by e-mail. Please use the feedback page for this purpose. Requests should be done in English and replies will be sent in English only.

Before contacting us, it is recommended to check the Q&A list with most common questions from our customers below.


* General questions about PlexTools

-	How to activate PlexTools Professional (XL) after a system crash or new installation?

-	What to do when the error message appears: “cannot find PlexTools Professional VX.XX.msi” during the update of PlexTools Professional ?

-	Why doesn’t PlexTools save some of the settings I changed?

-	After installation of the PlexTools software a warning appears that advices me to update the ASPI layer, what do I have to do?

-	How do I activate ‘MP3 (L.A.M.E.)’ in [Preferences][Digital Audio Extraction], when it is greyed out?

-	Is it possible to upgrade from PlexTools to PlexTools Professional and what about upgrading to PlexTools Professional XL?

-	What can be the reason for PlexTools to display the error message ‘Source disc too large’ after the start of a writing process?

-	Is it normal that PlexTools only shows little information for non-Plextor devices?

-	PlexTools doesn’t get any information from the freedb server, why?

-	Why doesn’t the DAE player display the track names even if the freedb settings are correctly set and the CD information is retrieved from the freedb server?

* Questions about the Q-Check functions

-	What kind of Q-Check functions does PlexTools have and what's the meaning of each test ?

-	Do all Plextor drives support all Q-Check functions ?

-	Why does PlexTools report the error message: “Inserted disk is not blank. This test is only available on a blank disc”, when starting the ‘Q-Check FE/TE Test’?

-	What can be the reason that the PlexWriter Premium doesn’t achieve 52 X write speed even with media that has successfully passed the ‘Q-Check FE/TE Test’?

-	Why does the drive detect many CU errors during the ‘Q-Check C1/C2 Test’?

-	Is it normal that, during the ‘Q-check C1/C2 Test’, the maximum selectable speed is ’10-24X CAV’?

* Questions about the 'SecuRec' function

-	There’s no password protection on my disc even though the ‘SecuRec’ function was activated?

-	Is the ‘SecuRec’ protection still present on a copy of a ‘SecuRec’ protected disc?

-	I lost the password of my ‘SecuRec’ protected disc I created with the PlexWriter Premium, PX-712series or PX-716 series, can I recover the DATA or my password?

-	Is it possible to read my ‘SecuRec’ protected discs in drives which do not have the ‘SecuRec’ function?

* Questions about the 'GigaRec' function

-	Why is my CD-R disc, which was created using the ‘GigaRec’ function, being refused by my CD player, CD-ROM -, CDRW - and my DVD-RW drive?

-	Why can’t my Audio CD, which has been created with the ‘GigaRec’ function enabled, be read on my computer?

* Questions about the 'Write Transfer Rate Test' function

-	The Plexwriter Premium does not achieve the 52X writing speed during the ‘Write Transfer Rate Test’, why?

-	Why doesn’t my drive (PlexWriter Premium, PX-712series or PX-716series) achieve its maximum write performance?

* Questions about the 'Read Transfer Rate' function

-	I can’t select the maximum read speed before starting the ‘Read Transfer Rate Test’ for my PlexWriter Premium, PX-712series or PX-716series, why?