Windows does not recognized CD/DVD drive. How do I fix this?

[Rita581]

I just bought this computer yesterday.  Windows does not list the CD/DVD drive.  However it does show in the BIOS.  I need the CD/DVD to work as I have to install software such as the printer and Word, Excell. to name a few.  How do I get windows to recognize the drive?  

Also when I push the button on the CD/DVD to open it, it will not open.  It is like it is stuck.  How if anything can this be fixed?

Thank you

[WAWood]

@Rita581 

If the door does not open, that implies that the drive is not properly connected inside, and if that is the case, Windows will not "see" it.

You should not be having problems like this with a new PC!

You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

Unfortunately, we are NOT HP Tech Support and we have no way to diagnose or repair your PC, so while this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet to check out the problems.

If they are unable to fix your PC, then you need to explore what options you have to get it replaced under the warranty.

To contact HP Support see the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Goto this page https://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear.