The product that you have was made under a licensee agreement between Imation and the owners of the Memorex brand-name. The product has been discontinued and is no longer being supported by either company.
Our company MEM-CE did not manufacturer or create this product so we are unable to support you with your issue.
For Memorex branded data products such as CD, USB Drives, you may want to try to contact the current licensee of the Memorex brand for that category, PNY through their website, https://pny.com/support/technical-support/e-mail-memorex-technical-support
We regret that there are no additional resources available for your product on our website or our knowledge base.