Q: I followed the steps for installing Back Lab Burner, but my drive is not being recognized by the Back Lab Burner software even though it shows up correctly in Lab 50. How do I fix it?
A: If the drive is able to read and burn CD/DVDs in Windows, additional drivers may need to be installed on the unit to get the drive recognized by the Back Lab Burner software. Confirm the drive is functioning properly in Windows, then contact support for additional assistance.
Q: I installed a new drive on my Lab 50 machine, and now Back Lab Burner isn't working. What might be causing this problem?
A: If you have multiple drives installed in the machine at the same time, you will need to select the correct drive to use in both the Lab 50 software and the Back Lab Burner software. If you have replaced your original burner with a new burner, you may need to install additional drivers to get the drive recognized by the Back Lab Burner software. Confirm the drive is functioning properly in Windows, then contact support for additional assistance.
Q: I'm receiving a communication error in Lab 50 when I try to burn CDs/DVDs. What does this error mean?
A: This error usually indicates there is a problem with Back Lab Burner accessing your CD/DVD drive to burn the order. You'll want to review the configuration settings in Back Lab Burner via Settings > Options as well as in Lab 50 via Settings > Fulfillment > Back Lab Burner.
Q: I'm getting a licensing error when I try to access the Back Lab Burner Settings, how I can fix this?
A: Please note the APM ID, error code 1 and 2, and the history ID given in the error message, then contact support and provide this information.
Q: I'm receiving a MSG Need Activation Error when trying to burn cd/dvds. What does this message mean?
A: This message usually indicates a problem with your Back Lab Burner licensing. Open Back Lab Burner via c:\BackLabBurner\BackLabBurner.exe and note the APM ID, error code 1 and 2, and the history ID given in the error message, then contact support and provide this information.
Q: I burned a DVD Cinema order for a customer, and the music stops half-way through the DVD Cinema while watching it on playback. Is there a way to resolve this?
A: This error may occur when your Back Lab Burner software has not been updated to match with the current Lab 50 version. Your first step in troubleshooting would be to update Back Lab Burner and then try to process the order again.
Q: The order starts to burn then returns an error when it reaches a certain image. Is there a way to finish processing the order without that image?
A: If an order fails to process at the same image every time, this is usually an indication that the file itself is corrupted. If you are able to pinpoint the image causing the issue, you can try opening it in Windows to see if the file is corrupted. If the file does not open, you have two options for handling the order. You can manually edit the order xml file to remove the line referencing that particular image and then relaunch Back Lab Burner and attempt to process the order again, or you can have the customer re-create the order. Please keep in mind that there may be more than one corrupted image in the order.