Note: iTunes Diagnostics is used to gather and display information about your computer—it does not resolve issues itself. You can use the information provided in the diagnostics to troubleshoot an issue you may be having, but you may need to follow specific steps in a related article or have assistance from an Apple Advisor to resolve an issue. See the sections below to learn more about the content of iTunes Diagnostics and find related troubleshooting articles.
Using CD/DVD Diagnostics
Click here for steps to run iTunes Diagnostics
- Install the latest version of iTunes.
- Open iTunes and choose Help > Run Diagnostics.
- Make sure CD/DVD Tests is selected and then click Next.
The resulting information (sample shown below) can help you troubleshoot CD or DVD issues on a Windows PC.
When the CD Diagnostics results are displayed, a status light appears next to each test. A green light next to a particular test indicates that no issue was found. When iTunes detects an issue with a test, a red or yellow light is displayed and a Help button appears below the test name. Clicking the Help button will display troubleshooting information on the Apple support site that may resolve the issue.
Understanding CD/DVD Diagnostics
Section 1: General system information
This first section of the CD/DVD diagnostics displays the following general information:
- Windows version and build
- Make and model of the PC
- Version of iTunes, QuickTime, Apple Application Support, and other components of iTunes used for recognizing devices
- Version of CD Driver and CD Driver DLL
- Whether or not the current user profile has administrator privileges
Section 2: iTunes serial number
This is an identifier unique to your system. If you are working with an AppleCare advisor, you can send your iTunes Diagnostics to Apple using the instruction under the Additional Information section in this article, and then provide the advisor with this serial number to help them locate your diagnostic information.
Section 3: Additional system information
This section reveals information about certain properties of Windows and iTunes. Here you can see whether your current user is an administrator, confirm that the date and time on your computer is accurate, determine whether iTunes is running in Safe Mode, and more.
Section 4: iTunes Plug-ins
This section lists any iTunes plug-ins not manufactured by Apple that you may have installed and are running. If any of these are listed here and you are concerned they may be contributing to an issue you are experiencing, you can try opening iTunes in Safe Mode. Read more about iTunes plug-ins and Safe Mode in Troubleshooting issues with third-party iTunes plug-ins.
Section 5: Apple Services
Here you can see a list of Apple services and determine whether they are running. You can learn more about these services in iTunes for Windows: Background processes installed on Windows XP, Vista, and 7.
Section 6: Device Filters
This section lists any device filters you have installed that interface with your CD or DVD drive. These entries are created by the installation of CD burning software. "GEARAspiWDM" is the entry created when you install iTunes. If no device filter is listed in this section (such as "GEARAspiWDM"), follow steps in this article.
Section 7: Optical Drive Information
This section contains detailed information about what drives you have installed or connected to your computer. It may also contain recommendations about what you need to do to resolve issues using CDs in iTunes. You will also find information about the audio CDs in each of your CD or DVD recorders and what burning speeds your drives support.
For additional troubleshooting information, see the following related articles:
- iTunes for Windows: Updating the firmware on your CD or DVD drive
- Can't burn a CD in iTunes for Windows
- iTunes for Windows: Additional troubleshooting for burning issues
When the iTunes Diagnostics tests are finished, you can copy the summary to your clipboard, or save it to your computer.
To save to your computer:
Click the Save button. Choose where to save the files on your computer, and click Save. This saves 2 files in the location specified called "iTunes Diagnostics.RTF" and "iTunes Diagnostics.SPX". You can view the RTF file with a text editor. You may also share both files with others who may be assisting you in resolving your issue.
iTunes Diagnostics articles: