DVD Drive Won't Stay Closed

[KellyCraven]

I have a brand new Envy, just two weeks old. It's a replacement under warranty for an Envy that could not be fixed.

The power and DVD drive is on the left side, instead of the right side. I'm having a hard time getting use to the quite unexpected physical reconfig. Of the 7 HP laptops I've bought over the years this is the only one that is backwards.

The problem is that the DVD drive will not stay shut. It seems to pop open at totally random times.

There is the possibility that the power cable or my hand is touching the eject button sometimes. Because the power is also on the wrong side I'm having to be careful were to put it as the AC outlet is to my right. Being a long time user of HP laptops, I'm now having to relearn were to pick up the machine and how to keep the power cable out of the way. While this may be irrelevant it is the first thing that came to mind to cause the drive to open.

Yet, even with KNOWING that I may be touching the eject button sometimes it's still popping open, even when I know for a fact I didn't touch it.  Heck, when I internally press the button to have the drive open I can see that it takes a few seconds to spin up and eject, forcefully (a spring or the motor pops the tray out a few inches).  This is NOT the random opening as it pops out a half inch to an inch and is not "sprung out". The drive is NOT "ejecting" in the way expected when opening to insert or remove a disc.

Furthermore, touching around the area, pressing the drive itself, touching the eject button with my fingers or palm, manipulating the laptop, etc, in an effort to get the DVD to pop open accidentally has not been successful at all. There is definitely a difference when it just pops open.  I've seen it pop open when sitting on the coffee table with the lid open and not being touched.  I can't make it happen, except to push the eject button and then it does infact "eject" properly.

I cannot tell if this is a physical issue or a software issue.

Any suggestions? 

[A4Apollo]

Hi! @KellyCraven, Welcome to HP forums.

I understand DVD drive on your laptop keeps popping out by itself.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your laptop?

Try the steps recommended below.

Shut down the notebook.
Remove the battery and AC power.
Press and hold the power button for 20-30 seconds.
Replace battery and AC power.
Power on notebook and verify that the issue was resolved.

a.    Click on Start button. 
b.    In the search box type devmgmt.msc and then press enter.
c.    Select the DVD ROM device and right click on it
d.    Now select Uninstall.
e.    Restart your computer

If the issue still persists try the steps recommended below. Click Start on the Left Bottom of the Screen.
Click Start Search
Type “regedit” and Hit Enter
On the Left-hand Pane, you can find H-Key-Local Machine.
On the Left side of H-Key-Local Machine you can find “>” sign Click on that “>” Sign.
You can find “System”, just click on besides its “>” sign.
Where you can find “Current Control Set”, just click on beside its “>” sign.
Where you can find “Control”, just click on beside on its “>” sign.
Where you can find “Class”, just click on beside on its “>” sign.
Please look for “{4D36E965-E325-11CE-BFC1-08002BE10318}”, just click on it(Not on the arrow beside it)
In the right side of the pane you can find ‘Upper Filter’
Please select ‘Upper Filter’and delete it.
Then choose the Lower filter and delete it.

Let me know if this works!

Have a wonderful day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[KellyCraven]

Did I change anything? No, except for picking up the Windows 10 Creator Upgrade that happened within minutes after first login on this brand new machine the very first time. I haven't even put a DVD or CD in the drive yet, not once.

Win10 Creator Update is a cluster of badness that caused all kinds of issues that needed working around and fixing, on a brand new machine that had not hae ANY apps installed yet, except what was preinstalled by HP.  Heck even HP Jumptstart still won't run. (see my other post)

I have not uninstalled the driver and rebooted as suggested, but I did check the registry. The "filters" to delete are not in that regkey. I will uninstall and reboot, but to be honest I don't think that's going to make any difference.

I suspect this is physical issue with the new location of the drive, being on my left.  I use a mouse with my right hand at all times (wireless). This means I'm using my left hand to manipulate the laptop, to physically move it, to pick it up and put it down. I'm also having to use my left hand to wrangle the power cord since it was also moved to the wrong side.

Since this is the first laptop I've even had that put the drive on the left I still strongly suspect that pressure from my palm, possibly in conjunction with having the power cord in my palm also,  is enough to trick the drive into popping open.

As mentioned earlier, it's not "ejecting" normally when it pops open, just coming out a little. Yet, I can't make this happen when trying without pressing the eject button explicitly with my finger. I need to press it a second or so.

I got a PM suggesting I call HP Support. I'm hesitant to open a support ticket simply because this isn't that bad (happens maybe 10 times a day).  I will call them of course. 

[A4Apollo]

@KellyCraven, It's great to hear from you again.

I appreciate your efforts for trying out the steps.

I understand your concern that since its a new laptop this should not have happened.

But to know if its a hardware or software issue. I would suggest you try the steps recommended by me.

And if the issue still persists then we can conclude as a hardware issue.

If it's a hardware issue, please contact HP support for service options.

Link to contact HP.

I'll watch your reply!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[KellyCraven]

I have uninstalled and rebooted as asked. The problem has not changed.

I took my laptop with me recently, having it in the carrying case when traveling. When I pulled it out the DVD drive popped open after I set it on the coffee table. The lid was still closed and there was no power cord plugged in yet.

I have figured out how to position my fingers when I pick up the laptop in a way that I can make this happen every time I pick it up. I believe this to be a design issue with the button itself.

The eject button is no longer flush with the end cover. It is sticking out just a little. That's nice as it makes it easy to feel the location of the button.  The physical design of the casing is also more rounded than previous models. On my other laptop the casing was more angled than rounded and the eject button did not protrude as much. It was indeed more difficult to accidentally press the eject button with the previous design than it is now. Now that the button is raised it's incredibly easy to press it without knowing.

As minor as this design change may seem to be I believe that is at the root of the problem.

Switching out the existing drive with a replacement of the same type will not address the problem.

The simplest workaround is to not pick up the laptop by grasping it on the sides in the location your hands are naturally when using the laptop. ...even when the lid is closed. Old dog needs to learn a new trick.

The more complex solution is to redesign the button so it doesn't stick out at all. It can be designed so that that it has a little bump or some texture, but the whole button does not need to be raised.

[A4Apollo]

@KellyCraven, It's great to hear from you again.

I appreciate your efforts for getting back to us.

As you mentioned the workaround is not to pick up the laptop by grasping it on the sides.

Since the design of the laptop is sleek the buttons should not be visible. This concept is applied to most the new models.

I'll watch your reply!

Have a great day ahead! 🙂

[KellyCraven]

I'm not sure I understand what you mean that the buttons should not be visible. I like the sleek design. Visible means we can't see them. This is true, but that is irrelevant if it's sticking out enough to press it accidentally. Am I touching it because I can't see it? Probably, but I couldn't see the button when it was on the right, so visibility is not the issue even if it's on the otherside. (probably a little worse because I'm right handed though) 

Hidden is also true of the LEDs such as the hard drive activity light. These LEDs that used to be on the front were moved over to the side a couple of generations ago, so now we can't see them when using the laptop in a normal way.

I can feel the button even if I can't see it. That is the design and a solution for buttons that are intentionally hidden. Id is sticking out, so it's more than just being able to feel it. It's easily pressable by someone's palm. It's raised too much.

It would be better to have it indented, or with simple textured and flat like it used to be. We could still feel it with those changes, but it wouldn't be as easy to press it with a flat palm.

[A4Apollo]

@KellyCraven,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any. 
You should be contacted within 4 business days (Excluding holidays & Weekends). 

Response times may vary by region. 
Please send a Private Message, if you aren’t contacted within 4-5 business days.

Regards

Mr.Robot