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get him to go to the plextor web site and look at technologies section to see what version of s/w he needs as he may be using an older version that does not support the plextor unit. He will need to download the newer verson perhaps.
EG for the 12/4/32 he needs 3.8c CDRWIN####://www.plextor.be/English/technical/recsoft_full.asp?sort_by=Manufacturer
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