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Blu-ray Dual Layer Burning

Most times when I burn a dual layer Blu-ray disk [50GB] the files written to the second layer become unreadable (can't remember the windows msg).
My fix is to on the first burn stop at or about the 26GB size. Then find the faulty files and delete them on the second burn. These files and more can be added on the 3rd burn. Running Windows 10, have the same issue with nero12 and Nero16. File sizes and folder structures are correct on the first burn.
Cost me a few disks this problem. Occasionally it doesn't happen.
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    • The fix is to burn initially just over the 26GB mark, find the faulty files and delete them in another burn, then in a third burn add those files again and any others, all future burns work fine.
      log file:

      9095-839M-C0PW-C0AU-5987-PCA7-****-****
      9066-839K-TWH0-KWUH-WL55-LWEC-****-****
      901E-038E-T2AL-H2LU-XU50-0UL4-****-****
      9004-0379-T66W-UC20-CHUC-L7K7-****-****

      Windows 8 6.2
      AMD64
      Wow64Process
      Nero Version: 19.1.1.10
      Internal Version: 19,1,1,10

      Recorder : FW version: 1.00 - HA 1 TA 1 - 19.1.1.10
      Device bus : <> HA 1
      Host system bus :
      Drive buffer : 4096kB
      Bus Type : via Inquiry data
      CD/DVD-ROM : FW version: SB00 - HA 1 TA 0 - 19.1.1.10
      Device bus : <> HA 1
      Host system bus :

      === Scsi-Device-Map ===
      : ST31000524AS storahci Port 0 ID 0 DMA: Off
      : OCZ-VERTEX4 storahci Port 0 ID 0 DMA: Off
      : TSSTcorpCDDVDW SH-222BB SB00 storahci Port 0 ID 0 DMA: Off
      : OCZ VERTEX PLUS storahci Port 0 ID 0 DMA: Off
      : HL-DT-STBD-RE BH12LS38 1.00 storahci Port 0 ID 0 DMA: Off

      === CDRom-Device-Map ===
      TSSTcorp CDDVDW SH-222BB D: CdRom0
      HL-DT-ST BD-RE BH12LS38 E: CdRom1
      =======================

      AutoRun : 1
      Excluded drive IDs:
      WriteBufferSize: 83886080 (0) Byte
      BUFE : 0
      Physical memory : 2047MB (2097151kB)
      Free physical memory: 2047MB (2097151kB)
      Memory in use : 15 %
      Uncached PFiles: 0x0
      Global Bus Type: default (0)
      Check supported media : Disabled (0)

      3.8.2018
      UDF compilation
      18:19:54 #1 Text 0 File SCSIPTICommands.cpp, Line 617
      LockMCN - completed sucessfully for IOCTL_STORAGE_MCN_CONTROL

      18:19:54 #2 Text 0 File Isodoc.cpp, Line 7701
      UDF document burn settings
      ------------------------------------------
      Determine maximum speed : FALSE
      Simulate : FALSE
      Write : TRUE
      Finalize CD : FALSE
      Multisession : TRUE
      Multisession type: : Start multisession
      Burning mode : DAO
      Mode : 1
      UDF Mode : pure
      UDF Options : automatic
      UDF Revision : 1.02
      UDF Partition Type : physical

      18:19:55 #3 PHASE 214 File dlgbrnst.cpp, Line 2108
      Generation of disc structures started

      18:19:55 #4 Text 0 File compose.cpp, Line 970
      GenUDF2: 1 transfer items prepared.

      18:19:55 #5 Text 0 File compose.cpp, Line 970
      GenUDF2: 1 transfer items prepared.

      18:19:56 #6 PHASE 215 File dlgbrnst.cpp, Line 2108
      Generation of disc structures completed

      18:19:56 #7 Text 0 File Burncd.cpp, Line 4086
      Turn on Disc-At-Once, using Blu-ray Disc media

      18:19:56 #8 Text 0 File DlgWaitCD.cpp, Line 335
      [E: BD-RE BH12LS38 ] Total disc capacity: 24438784 47732MB
      User data to be written: 23706560 46301MB
      Free space on disc: 24438784 47732MB

      18:19:56 #9 Text 0 File DlgWaitCD.cpp, Line 347
      [E: BD-RE BH12LS38 ] Write in overburning mode: NO (enabled: CD)

      18:19:56 #10 Text 0 File DlgWaitCD.cpp, Line 3127
      Recorder: HL-DT-ST BD-RE BH12LS38, Media type: BD-R (seq)

      18:19:56 #11 Text 0 File DlgWaitCD.cpp, Line 537
      [E: BD-RE BH12LS38 ] >>> Protocol of DlgWaitCD activities: <<<
      =========================================

      18:19:58 #12 Text 0 File ThreadedTransferInterface.cpp, Line 879
      Setup items (after recorder preparation)
      0: TRM_DATA_MODE1 ()
      2 indices, index0 (150) not provided
      original disc pos #0 + 23706560 (23706560) = #23706560/5268:7.35
      relocatable, disc pos for caching/writing not required/ required
      -> TRM_DATA_MODE1, 2048, config 0, wanted index0 0 blocks, length 23706560 blocks [E: HL-DT-ST BD-RE BH12LS38]
      --------------------------------------------------------------

      18:19:58 #13 Text 0 File ThreadedTransferInterface.cpp, Line 1095
      Prepare [E: HL-DT-ST BD-RE BH12LS38] for write in CUE-sheet-DAO
      DAO infos:
      ==========
      MCN: ""
      TOCType: 0x00; Session Closed, disc not fixated
      Tracks 1 to 1: Idx 0 Idx 1 Next Trk
      1: TRM_DATA_MODE1, 2048/0x00, FilePos 0 0 48551034880, ISRC ""
      DAO layout:
      ===========
      ___Start_|____Track_|_Idx_|_CtrlAdr_|_____Size_|______NWA_|_RecDep__________
      0 | lead-in | 0 | 0x41 | 0 | 0 | 0x00
      0 | 1 | 0 | 0x41 | 0 | 0 | 0x00
      0 | 1 | 1 | 0x41 | 23706560 | 0 | 0x00
      23706560 | lead-out | 1 | 0x41 | 0 | 0 | 0x00
      MediaType: BD-R DL

      18:19:58 #14 Text 0 File SCSIPTICommands.cpp, Line 404
      SPTILockVolume - completed successfully for FSCTL_LOCK_VOLUME

      18:19:58 #15 Text 0 File Burncd.cpp, Line 4984
      Caching options: cache CDRom or Network-Yes, small files-No (
      Disc Information Format: 01 h
      Number of DI Units/Aux Frames in each DI block: 10
      Number of (recording) layer to which this DI Unit applies: 0
      DI unit Sequence Number in DI Block: 0
      Continuation flag: Next DI Unit is the start of a new set of parameters (0)
      Number of DI bytes in use in this DI unit: 98
      --- Body ---
      Disc Type Identifier:
      Disc Size/Class/Version: 1
      DI Unit Format dependent contents:
      BD Structure: 34 (22 h):
      2 recording layer (DL), BD-R
      Hybrid Disc identifier/Channel bit length: 1 (1 h):
      no DVD layer present, no CD layer present
      channel bit length of 74,5 nm (25.0 GB max. per layer)
      Push-Pull polarity flag bits: 00 h
      Recorded mark polarity flag bits: 00 h
      BCA descriptor: BCA-code present (1)
      Maximum transfer rate needed by the application: 0 Mbit/s
      Data zone allocation:
      First Physical ADIP Address of the Data Zone of the related layer (FAA): 00020000 h (131072)
      Last Physical ADIP Address of the Data Zone of the related layer (LAA): 00194E7E h (1658494)
      Recording velocities:
      Nominal Recording Velocity: 4.92 m/s (1EC h)
      Maximum Recording Velocity: 4.92 m/s (64 h -> 100/100)=1
      Minimum Recording Velocity: 4.92 m/s (64 h -> 100/100)=1
      ...
      22 01 00 00 01 00 00 00 - 00 00 00 00 00 02 00 00
      00 19 4E 7E 01 EC 64 64 - 46 46 46 46 3C 3C 3C 3C
      00 00 00 00 95 59 76 02 - 02 38 1C 64 90 F0 F0 F0
      F0 F0 F0 F0 F0 00 00 00 - 00 48 00 48 00 48 00 48
      00 48 00 48 00 48 00 48 - 00 48 00 48 00 48 00 48
      00 70 70 BC D0 D0 00 00
      --- Trailer ---
      Disc Manufacturer ID: 43 4D 43 4D 41 47 h
      Media Type ID: 44 49 36
      Time Stamp [m:y]: 0 : 0000 (00 00 h)
      Product Revision Number: 0

      18:19:59 #22 Text 0 File BD.cpp, Line 416
      Allocated spare area size on disc ca0000h
      BD: Start write address at LBA 0, Recording mode: unknown Recording Mode (0),
      spare area allocation: default (no action) (0), Stream recording: NO (0); return code 0

      18:19:59 #23 Text 0 File ThreadedTransfer.cpp, Line 275
      Pipe memory size 83836800

      18:19:59 #24 Text 0 File CUDFTransferItem2.cpp, Line 713

      GenUDF2 FS Layout:
      =-=-=-=-=-=-=-=-=-=-
      Sectors to be written: 23706560
      Session Start: Sector 0
      Volume Structure: Sector [0, 256] (257 Sectors)
      Meta Data: Sector [257, 10689] (10433 Sectors)
      Data: Sector [10690, 23706226] (23695537 Sectors)
      After Data: Sector [23706227, 23706239] (13 Sectors)
      Trailer Track: Sector [23706240, 23706559] (320 Sectors)

      GenUDF2 Parameters:
      =-=-=-=-=-=-=-=-=-=-
      PrepTime: 08-03-2018 18:19:55
      UDF Revision: 1.02
      UDF Partition Type: Physical
      UDF Special Mode: None
      Bytes per Sector: 2048
      Session Start: 0
      Physical Partition Start: -1
      Total Capacity: 24438784
      Multi Session Mode: Begin
      Disc Type: BD-R DL
      OS Class: 0
      Volume ID: Blu-CUB_2016a
      Allow Unicode Labels: 0
      Duplicate Meta Data: 1
      MS Info File: 106A7C10
      VMS Rollback File: 00000000
      Create ISO bridge: 0
      ECC Block Length: 32
      Sparing Packet Length: 32
      Allocation Unit Size: 32
      Alignment Unit Size: 32
      Make Writable: 0
      Access Type: Read-only

      18:53:53 #25 Text 0 File WriterStatus.cpp, Line 245
      start writing Lead-Out at LBA 23706560 (169BBC0h), length 0 blocks

      18:53:56 #26 Text 0 File DVDPlusDualLayer.cpp, Line 1464
      SetDriveCaps: Set LAST LBA of layer 1 to 0

      18:53:56 #27 PHASE 37 File dlgbrnst.cpp, Line 2108
      Burn process completed successfully at 6x (26,970 KB/s)

      18:53:59 #28 Text 0 File SCSIPTICommands.cpp, Line 454
      SPTIDismountVolume - completed successfully for FSCTL_DISMOUNT_VOLUME

      18:53:59 #29 Text 0 File Cdrdrv.cpp, Line 12297
      DriveLocker: UnLockVolume completed

      18:53:59 #30 Text 0 File SCSIPTICommands.cpp, Line 617
      UnLockMCN - completed sucessfully for IOCTL_STORAGE_MCN_CONTROL

      18:54:06 #31 SPTI -1079 File SCSIPassThrough.cpp, Line 225
      CdRom1: SCSIStatus(x02) WinError(0) NeroError(-1079)
      CDB Data: 0x1B 00 00 00 02 00
      Sense Key: 0x04 (KEY_HARDWARE_ERROR)
      Sense Code: 0x53
      Sense Qual: 0x00
      Sense Area: 0x70 00 04 00 00 00 00 0A 02 00 03 D4 53
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  • To provide the log file, we need to know which Nero app, e.g., Burning Rom, you're using. It sounds like you're burning a multi-session disc.
    • Using burning ROM, burning multisession disks, that way I can use it as an updatable storage device, be nice option if the log could be auto saved.

      9095-839M-C0PW-C0AU-5987-PCA7-****-****
      9066-839K-TWH0-KWUH-WL55-LWEC-****-****
      901E-038E-T2AL-H2LU-XU50-0UL4-****-****
      9004-0379-T66W-UC20-CHUC-L7K7-****-****

      Windows 8 6.2
      AMD64
      Wow64Process
      Nero Version: 19.1.1.10
      Internal Version: 19,1,1,10

      Recorder : FW version: 1.00 - HA 1 TA 1 - 19.1.1.10
      Device bus : <> HA 1
      Host system bus :
      Drive buffer : 4096kB
      Bus Type : via Inquiry data
      CD/DVD-ROM : FW version: SB00 - HA 1 TA 0 - 19.1.1.10
      Device bus : <> HA 1
      Host system bus :

      === Scsi-Device-Map ===
      : ST31000524AS storahci Port 0 ID 0 DMA: Off
      : OCZ-VERTEX4 storahci Port 0 ID 0 DMA: Off
      : TSSTcorpCDDVDW SH-222BB SB00 storahci Port 0 ID 0 DMA: Off
      : OCZ VERTEX PLUS storahci Port 0 ID 0 DMA: Off
      : HL-DT-STBD-RE BH12LS38 1.00 storahci Port 0 ID 0 DMA: Off

      === CDRom-Device-Map ===
      TSSTcorp CDDVDW SH-222BB D: CdRom0
      HL-DT-ST BD-RE BH12LS38 E: CdRom1
      =======================

      AutoRun : 1
      Excluded drive IDs:
      WriteBufferSize: 83886080 (0) Byte
      BUFE : 0
      Physical memory : 2047MB (2097151kB)
      Free physical memory: 2047MB (2097151kB)
      Memory in use : 15 %
      Uncached PFiles: 0x0
      Global Bus Type: default (0)
      Check supported media : Disabled (0)

      3.8.2018
      UDF compilation
      18:19:54 #1 Text 0 File SCSIPTICommands.cpp, Line 617
      LockMCN - completed sucessfully for IOCTL_STORAGE_MCN_CONTROL

      18:19:54 #2 Text 0 File Isodoc.cpp, Line 7701
      UDF document burn settings
      ------------------------------------------
      Determine maximum speed : FALSE
      Simulate : FALSE
      Write : TRUE
      Finalize CD : FALSE
      Multisession : TRUE
      Multisession type: : Start multisession
      Burning mode : DAO
      Mode : 1
      UDF Mode : pure
      UDF Options : automatic
      UDF Revision : 1.02
      UDF Partition Type : physical

      18:19:55 #3 PHASE 214 File dlgbrnst.cpp, Line 2108
      Generation of disc structures started

      18:19:55 #4 Text 0 File compose.cpp, Line 970
      GenUDF2: 1 transfer items prepared.

      18:19:55 #5 Text 0 File compose.cpp, Line 970
      GenUDF2: 1 transfer items prepared.

      18:19:56 #6 PHASE 215 File dlgbrnst.cpp, Line 2108
      Generation of disc structures completed

      18:19:56 #7 Text 0 File Burncd.cpp, Line 4086
      Turn on Disc-At-Once, using Blu-ray Disc media

      18:19:56 #8 Text 0 File DlgWaitCD.cpp, Line 335
      [E: BD-RE BH12LS38 ] Total disc capacity: 24438784 47732MB
      User data to be written: 23706560 46301MB
      Free space on disc: 24438784 47732MB

      18:19:56 #9 Text 0 File DlgWaitCD.cpp, Line 347
      [E: BD-RE BH12LS38 ] Write in overburning mode: NO (enabled: CD)

      18:19:56 #10 Text 0 File DlgWaitCD.cpp, Line 3127
      Recorder: HL-DT-ST BD-RE BH12LS38, Media type: BD-R (seq)

      18:19:56 #11 Text 0 File DlgWaitCD.cpp, Line 537
      [E: BD-RE BH12LS38 ] >>> Protocol of DlgWaitCD activities: <<<
      =========================================

      18:19:58 #12 Text 0 File ThreadedTransferInterface.cpp, Line 879
      Setup items (after recorder preparation)
      0: TRM_DATA_MODE1 ()
      2 indices, index0 (150) not provided
      original disc pos #0 + 23706560 (23706560) = #23706560/5268:7.35
      relocatable, disc pos for caching/writing not required/ required
      -> TRM_DATA_MODE1, 2048, config 0, wanted index0 0 blocks, length 23706560 blocks [E: HL-DT-ST BD-RE BH12LS38]
      --------------------------------------------------------------

      18:19:58 #13 Text 0 File ThreadedTransferInterface.cpp, Line 1095
      Prepare [E: HL-DT-ST BD-RE BH12LS38] for write in CUE-sheet-DAO
      DAO infos:
      ==========
      MCN: ""
      TOCType: 0x00; Session Closed, disc not fixated
      Tracks 1 to 1: Idx 0 Idx 1 Next Trk
      1: TRM_DATA_MODE1, 2048/0x00, FilePos 0 0 48551034880, ISRC ""
      DAO layout:
      ===========
      ___Start_|____Track_|_Idx_|_CtrlAdr_|_____Size_|______NWA_|_RecDep__________
      0 | lead-in | 0 | 0x41 | 0 | 0 | 0x00
      0 | 1 | 0 | 0x41 | 0 | 0 | 0x00
      0 | 1 | 1 | 0x41 | 23706560 | 0 | 0x00
      23706560 | lead-out | 1 | 0x41 | 0 | 0 | 0x00
      MediaType: BD-R DL

      18:19:58 #14 Text 0 File SCSIPTICommands.cpp, Line 404
      SPTILockVolume - completed successfully for FSCTL_LOCK_VOLUME

      18:19:58 #15 Text 0 File Burncd.cpp, Line 4984
      Caching options: cache CDRom or Network-Yes, small files-No (
      Disc Information Format: 01 h
      Number of DI Units/Aux Frames in each DI block: 10
      Number of (recording) layer to which this DI Unit applies: 0
      DI unit Sequence Number in DI Block: 0
      Continuation flag: Next DI Unit is the start of a new set of parameters (0)
      Number of DI bytes in use in this DI unit: 98
      --- Body ---
      Disc Type Identifier:
      Disc Size/Class/Version: 1
      DI Unit Format dependent contents:
      BD Structure: 34 (22 h):
      2 recording layer (DL), BD-R
      Hybrid Disc identifier/Channel bit length: 1 (1 h):
      no DVD layer present, no CD layer present
      channel bit length of 74,5 nm (25.0 GB max. per layer)
      Push-Pull polarity flag bits: 00 h
      Recorded mark polarity flag bits: 00 h
      BCA descriptor: BCA-code present (1)
      Maximum transfer rate needed by the application: 0 Mbit/s
      Data zone allocation:
      First Physical ADIP Address of the Data Zone of the related layer (FAA): 00020000 h (131072)
      Last Physical ADIP Address of the Data Zone of the related layer (LAA): 00194E7E h (1658494)
      Recording velocities:
      Nominal Recording Velocity: 4.92 m/s (1EC h)
      Maximum Recording Velocity: 4.92 m/s (64 h -> 100/100)=1
      Minimum Recording Velocity: 4.92 m/s (64 h -> 100/100)=1
      ...
      22 01 00 00 01 00 00 00 - 00 00 00 00 00 02 00 00
      00 19 4E 7E 01 EC 64 64 - 46 46 46 46 3C 3C 3C 3C
      00 00 00 00 95 59 76 02 - 02 38 1C 64 90 F0 F0 F0
      F0 F0 F0 F0 F0 00 00 00 - 00 48 00 48 00 48 00 48
      00 48 00 48 00 48 00 48 - 00 48 00 48 00 48 00 48
      00 70 70 BC D0 D0 00 00
      --- Trailer ---
      Disc Manufacturer ID: 43 4D 43 4D 41 47 h
      Media Type ID: 44 49 36
      Time Stamp [m:y]: 0 : 0000 (00 00 h)
      Product Revision Number: 0

      18:19:59 #22 Text 0 File BD.cpp, Line 416
      Allocated spare area size on disc ca0000h
      BD: Start write address at LBA 0, Recording mode: unknown Recording Mode (0),
      spare area allocation: default (no action) (0), Stream recording: NO (0); return code 0

      18:19:59 #23 Text 0 File ThreadedTransfer.cpp, Line 275
      Pipe memory size 83836800

      18:19:59 #24 Text 0 File CUDFTransferItem2.cpp, Line 713

      GenUDF2 FS Layout:
      =-=-=-=-=-=-=-=-=-=-
      Sectors to be written: 23706560
      Session Start: Sector 0
      Volume Structure: Sector [0, 256] (257 Sectors)
      Meta Data: Sector [257, 10689] (10433 Sectors)
      Data: Sector [10690, 23706226] (23695537 Sectors)
      After Data: Sector [23706227, 23706239] (13 Sectors)
      Trailer Track: Sector [23706240, 23706559] (320 Sectors)

      GenUDF2 Parameters:
      =-=-=-=-=-=-=-=-=-=-
      PrepTime: 08-03-2018 18:19:55
      UDF Revision: 1.02
      UDF Partition Type: Physical
      UDF Special Mode: None
      Bytes per Sector: 2048
      Session Start: 0
      Physical Partition Start: -1
      Total Capacity: 24438784
      Multi Session Mode: Begin
      Disc Type: BD-R DL
      OS Class: 0
      Volume ID: Blu-CUB_2016a
      Allow Unicode Labels: 0
      Duplicate Meta Data: 1
      MS Info File: 106A7C10
      VMS Rollback File: 00000000
      Create ISO bridge: 0
      ECC Block Length: 32
      Sparing Packet Length: 32
      Allocation Unit Size: 32
      Alignment Unit Size: 32
      Make Writable: 0
      Access Type: Read-only

      18:53:53 #25 Text 0 File WriterStatus.cpp, Line 245
      start writing Lead-Out at LBA 23706560 (169BBC0h), length 0 blocks

      18:53:56 #26 Text 0 File DVDPlusDualLayer.cpp, Line 1464
      SetDriveCaps: Set LAST LBA of layer 1 to 0

      18:53:56 #27 PHASE 37 File dlgbrnst.cpp, Line 2108
      Burn process completed successfully at 6x (26,970 KB/s)

      18:53:59 #28 Text 0 File SCSIPTICommands.cpp, Line 454
      SPTIDismountVolume - completed successfully for FSCTL_DISMOUNT_VOLUME

      18:53:59 #29 Text 0 File Cdrdrv.cpp, Line 12297
      DriveLocker: UnLockVolume completed

      18:53:59 #30 Text 0 File SCSIPTICommands.cpp, Line 617
      UnLockMCN - completed sucessfully for IOCTL_STORAGE_MCN_CONTROL

      18:54:06 #31 SPTI -1079 File SCSIPassThrough.cpp, Line 225
      CdRom1: SCSIStatus(x02) WinError(0) NeroError(-1079)
      CDB Data: 0x1B 00 00 00 02 00
      Sense Key: 0x04 (KEY_HARDWARE_ERROR)
      Sense Code: 0x53
      Sense Qual: 0x00
      Sense Area: 0x70 00 04 00 00 00 00 0A 02 00 03 D4 53
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  • So where you been for a year. :D

    I mentioned that we needed to know which app you were using in order to get the correct log. For Nero Express and Burning Rom, the NeroHistory.log file is automatically saved in this path-

    C:\Users\"your user name"\AppData\Roaming\Nero\Nero XX\Nero Burning ROM.

    The XX is the version number up to, I think, v2015. It might be XXXX after that but I didn't boot the system where I have the later versions.

    Is that the log you're providing?

    What's interesting is that after burning what looks like the first session, it throws up a hardware error. The best I can tell is that error means it can't eject the disc. That problem has come up before. You shouldn't have to do what you're doing for a successful burn. There's an off chance that tech support is still supporting v2016. You could ask them about it but I wouldn't wait because, once v2019 comes out next month, I don't think they'll support it.
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  • The reason it has been so long is remembering to save the log file, thanks for the virtual path, I will check what files are there.

    Not all my burns are dual layer Blu-ray, but they are all multisession, so the burning of new 50GB are infrequent, and if I forgot to save the log file for that first session I knew I could not submit any post.

    This latest burn was Nero18, the eject issue is a recent problem with the drive, but it is not ejected until after the burn is completed. I have stated that this problem was present when I was using both Nero12 and Nero16 before upgrading to Nero18, and before the eject issue. The drive is designed for these disks.

    I know I should not have to do a triple burn for these multisession disks, but otherwise I would have to throw every disk away, so this recovery process is a way to continue to use these disks. What I am looking for is whether there is some fundamental burn issue when the layer changes, or do I have too many folders and files for the process or Windows 10 to handle, I don't know, that is why I am asking the experts.

    Do you need a disk to verify the problem?
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  • I'm neither an expert nor a Nero employee.

    I apologize for not recognizing that you used v2018 for your last burn. I should have known from the serial number in the log.

    In this case, you should have no problem getting help from tech support. You do that by going here-

    http://www.nero.com/enu/support/conta...

    and submitting the contact form.

    Please let me know what they have to say.

    You can also post the contents of the NeroHistory.log here, if you wish.
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