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Card Reader (E Drive) has stopped working

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Envy Laptop 17m-ce1xxx
Microsoft Windows 10 (64-bit)

The Card Reader (E Drive) has stopped working automatically -  However -  If I run the Operating System "fixes and diagnostics" function in my HP Support module,  the drive returns to proper working order.  I can see the card in the file manager, open the photos, format it, eject it.  But when I eject the card and re-insert it, the drive does not "see" the card anymore - unless I run the OS function again.  I have done this multiple times with different cards.  My HP Support module shows all drivers and software are up to date,  the HP OS diagnostics shows all systems are working properly.   The cards works in two other computer card readers.  The computer was purchased in November 2019, the drive worked normally until April 2020.  I saw several similar questions but none of the suggested repairs worked for me.  

 

Envy Laptop 17m-ce1xxx.  System ID 86B0.  OS Version 1903 (10.0.18362).  BIOS date 11/28/2019.  

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@Vicki26

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
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ECHO_LAKE
I am an HP Employee

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Thank you very much for responding.  I tried a chat with HP support , since the Tech was working from home, the connection was awful and kept dropping. 

 

(1) I have the computer set to automatically update; however, I already checked HP Support screen before posting this issue and all Software and Drivers were up to date.

 

(2) My HP Support Assistant is functioning and I already ran all the Troubleshooting steps before posting this issue.  

 

(3) As described in my initial post, when I run the HP Support Assistant Operating System Diagnostics with the SD Card inserted in the E Drive,  all category results are " No Issues Found."  The E Drive/SD Card is then viewable in the Windows popup menu and works as it should.    However, once I properly eject the SD Card, and re-insert it, the computer does not see the Card Reader or the card.  The Message is "The drive or network connection that the shortcut "MoultrieCAM (E.)link refers to is unavailable.  Make sure that the disk is properly inserted or the network resource is available, and then try again."  If I run the OS Diagnostic again - the card reader works again. 

 

(4)  I have checked Device Manager and there are several drivers currently installed for the SD Card Reader.  

 

Model HP ENVY Laptop 17m-ce1013dx

System ID 86B0

Product ID 7PS43UA#ABA

BIOS Date 11/28/2019

BIOS Revision F.04

Operating System Image19WW2OKT601#SABA#DABA

Installed OS version1903 (10.0.18362)

 

Best Regards, Vicki26

 

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@Vicki26

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
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ECHO_LAKE
I am an HP Employee

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Thank you for your suggestion.  However,  I do not see the rationale in returning the PC to the original factory settings and then reinstalling and re-updating everything to resolve the single issue with the SD Card Reader. 

 

I have Norton protection, automatic Windows and HP Updates.  I've run several diagnostics and studied files and can't find any corrupt files.  And the factory reset is lot of aggravation for me when the issue is with the machine, not user error.   

 

This is probably my 12th home computer, HP's, Dells, Compaq, Macs, and actually it was purchased to replace an older model  Envy, because we were so pleased with the it.   This is a $1,000.00 laptop that is only six months old.  It is still under HP warranty.  Could you provide me with the contact information for HP warranty  repair/replacement, or better yet, forward this information to that department.

 

Thank you.

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@Vicki26
Thank you for posting back. 

 

Don't worry as I'll be glad to help, As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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