DVD issue after Windows 10 upgrade

[Rick625]

I am attempting to help an older friend of my mother with an HP Pavilion dv9700.  I will tell you upfront that I do not have the best of information to start with. The lady is in her 70's and she got this from an aunt that passed away.  So I do not have first hand information about the issues of the computer. I will tell you what I THINK I am seeing.

First note that I am a retiring computer science professor who taught at a tech college. I was CNA, CNE, CNI, MSCE and CCNP as well as a PhD in computer science though I have been retired a while and of course the world moves on.

When I first booted the system it goes through rather endless updating and rebooting.  I am guessing from what I see that someone did a Windows 10 Home upgrade to this system that was originally a Windows Vista system so you can imagine the issues.  It seems to meet the minimum requirements but who knows (you I hope) whether all the hardware had appropriate drivers under Windows 10.  I did allow the system to just run and reboot etc for a few hours and in time it did appear to be happy.  It came to a normal screen. 

Not knowing what issues I was looking for I had prepared a DVD with things like Malware Antimalbytes, Microsoft Fix It, Microsoft Security Essentials, Malicious Software Removal Tools, etc.  So naturally that was the first thing I did was insert the dvd only to find that the system did not appear to see the DVD drive. 

After checking on your website I found a support page dedicated to issues of the DVD drive not being detected in Windows 10.  https://support.hp.com/us-en/document/c03370738

I started following the steps:

Step 1: See if the drive appears in BIOS

Yes the BIOS does detect the DVD

Step 2: Check the drive name in Device Manager

The DVD drive DOES NOT show up in Device Manager

Step 3: Use the Hardware and Devices troubleshooter

A bit of an issue.  The menu item  "Find and Fix Problems" under Systems and Security did not exist. I did run another fix I found. No help.  and I did run configure device, again no help. Windows 10 obviously is not seeing the DVD drive.

Step 4: Reset the computer power

Did all of these steps, nothing.

Step 5: Check drive cable connections (desktop tower computers only)

Well it is not a desktop but I did remove the screw on the bottom and carefully remove the DVD drive and reseat it.  The system still does not see this drive.

Step 6: Clear the upper and lower registry filters

The upper and lower registry filters mentioned do not exist in 4D36E965-E325-11CE-BFC1-08002BE10318.

Step 7: Test for CD/DVD drive failure

I downloaded and installed HP PC Diagnostics. I ran both the Fast and Extensive Tests.  It passes those tests.

I did not proceed with the Software Burning software tests since OF COURSE it cannot burn DVD's when the system does not even see the drive.

Now to the question:  POSSIBLY the drive itself is bad and maybe I can still purchase that part but I tend to feel it is more likely that I have a driver issue with Windows 10 and if that is so even a brand new DVD drive will still have the same issue.

Please tell me what you recommend?

[Jeet_singh]

@Rick625,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see you are having issues with the DVD drive not working after the recent upgrade to Windows 10. No worries, I'll be glad to help you.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

To provide you with an accurate solution, I'll need a few more details:

Did you install a retail copy of Windows or OEM version of Windows?

Have you checked if your PC is tested for Windows 10? If you haven't please go through this link.

Have you checked if the dvd drive is listed under other devices or Unknown devices in the device manager?

As you have exhausted all possible troubleshooting steps and still having the issue, I would personally suggest the next option would be to revert back to the original Operating system, If you haven't created a set of recovery media for your PC, I would suggest you need to know how to order a recovery media for your PC: Click here for Instructions. 

I will share you a private message with details. Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂

[Rick625]

Well these things did not resolve the issue.  The Windows 10 upgrade appears clean other than the DVD issue. I talked to the lady who now owns the laptop and she said it would be fine for the DVD drive to not function so I left it under Windows 10.  I have gone through a phased out OS like Windows XP and it is only a matter of time before Vista would be almost unfunctional with many things like Adobe Flash and so on.  She preferred to live without the DVD. She can always make files mobile with USB drives and many new things can be downloaded and installed via the internet.

Thanks for your response.

[KrazyToad]

@Rick625

Thanks for keeping us posted

Do visit our HP Forums and drop us a message anytime you need assistance

Thank you 😊