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I'm working on a Gateway NV series laptop with driver problems. It shows four different drivers as having problems in Device Manager, and reinstalling the drivers doesn't help. It shows the error "Windows cannot load the device driver for this hardware. The driver may be corrupted or missing. (Code 39)" for the optical drive, and I cannot burn a disk in the drive. It also shows the error "This device cannot start. (Code 10)" for the Microsoft ISATAP Adapter, Microsoft ISATAP Adapter #3, and Microsoft Teredo Tunneling Adapter. I've tried both updating and removing and reinstalling drivers, and still get the same errors. McAfee, AVG, and MBAB all report the system as being clean. Any idea where I should go from here? If any additional information is needed, let me know whats needed.

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Problem summary: the Gateway NV7310u shows a Code 39 on the optical drive (“Windows cannot load the device driver… (Code 39)”) and Code 10 on Microsoft ISATAP / Teredo adapters. already ran McAfee, AVG and Malwarebytes with no finds; suggested checking vendor drivers and hardware detection. The next safe troubleshooting steps are focused on repairing Windows’ driver/registry state and cleaning up ghost network adapters rather than chasing third‑party drivers.

Fix the optical drive (most likely registry/driver corruption)

  • Run System File Checker from an elevated command prompt: sfc /scannow and reboot.
  • In Device Manager, right‑click the optical drive → Uninstall (check “Delete the driver software for this device” if shown) → reboot to let Windows redetect.
  • If that fails, back up the registry and remove UpperFilters and LowerFilters from:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318} — then restart. These are Microsoft‑documented fixes for Code 39 CD/DVD symptoms. (learn.microsoft.com)

Fix the ISATAP / Teredo Code 10 errors (network tunneling adapters)

  • Show hidden/ghost devices in Device Manager (set devmgr_show_nonpresent_devices=1 then devmgmt.msc → View → Show hidden devices). Uninstall any grayed Microsoft ISATAP or Teredo entries and delete their driver software. (learn.microsoft.com)
  • Use the netsh sequence Microsoft suggests to remove and recreate Teredo if needed: run an elevated CMD and use netsh int teredo set state disabled, uninstall the Teredo device, then netsh int ipv6 set teredo client (or the equivalent re‑enable step). Also check HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\TCPIP6\Parameters\DisabledComponents — if nonzero it can prevent Teredo; set to 0 only after backing up the registry. (learn.microsoft.com)

Other checks and cautions

  • Confirm the drive appears in BIOS and run the laptop hardware diagnostics before pulling the drive. If the above software repairs fail, use the Windows System Update Readiness / repair tools or a repair install. Always make a restore point and export the registry before edits. (support.microsoft.com)

If these steps are tried, post the results (SFC output or whether Upper/LowerFilters were present). That narrows whether the cause is registry/OS corruption, a physical drive fault, or leftover virtual adapter entries.

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Member Avatar for caperjack

I've tried both updating and removing and reinstalling drivers, and still get the same errors

how did you update the drivers ,did you go to Gateway web site and search your model and download the drivers from there

Member Avatar for KF4SQB

No drivers for the problem components on Gateway's site; they're all provided by Windows. I really don't think there is a driver problem; I suspect a virus of some sort, but I can't find it.

Member Avatar for caperjack

what is the exact model number of the laptop .should be on back on a sticker .

did you scan computer with any malware/trojan remover tools ,a good one is found at www.malwarebytes.com ,download the trial version ,do a full scan,when done click show results /fix selected ,it will create a log ,you can copy & paste the log back here if you wish we can have a look see .

Member Avatar for KF4SQB

McAfee, AVG, and MBAB all report the system as being clean.

As I said in the original post, its already been scanned with two different virus scans, and MBAM. If you'd like a copy of the MBAM log, or a HJT log, I'll post it. The exact model of the laptop in question is NV7310u.

Member Avatar for caperjack

there is no NV7310u listedoo the usa site,any chance it was purchased in another country , post both logs please

Edited by caperjack because: n/a
Member Avatar for caperjack

Need to know the hardware on your system to choose the right driver?

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