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there was a problem with a toshiba laptop that did the same thing....there were filters that needed removed....can't remember where or how to do it though
my mistake, i was thinking of the fact that my problem was that it wouldn't burn cd's.....perhaps this one will help you guys, it's slightly different than what i was telling you, but seems to be closer to what your looking for.... ( https://support.microsoft.com/en-us/help/173485 )