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Chaz Blogs It's all about the eXperience!

Okay, this is too precious to keep to myself!  My DVD Rom door keeps popping open on my laptop.  Probably a worn out do-hicky or an out of place gizmo right?  Well I thought I'd just hit up HP tech support for an answer.  Basically I want to know if I can fix it myself or if I should just buy a new drive.  Here is a very funny tech support exchange:

HP Tech: Hello Chaz.
HP Tech:: Welcome to HP Total Care for Pavilion Notebooks. My name is Marisa. How may I assist you today?
Chaz: HI Marisa. I have a dv5140 US. The DVD/CD Rom door keeps popping open even when i don't hit the button to release it. Is there a tweak I can do to fix this?
HP Tech:: Let me see what best I can do for you today.
Chaz: okay, thanks.
HP Tech:: I understand from the above information that your Notebook CD/DVD drive tray suddenly pops out.Am I right?
Chaz: yes
HP Tech:: Could you let me know since how long have you been experiencing this issue?
Chaz: probably a couple of weeks now.
HP Tech:: May I know the recent Software and Hardware changes made in your computer before the issue started?
Chaz: that is a difficult question. Hardware there have been no changes, but software,I am a developer. I always download patches automatically and the volume of software I install and uninstall on my computer is large. However, I don't see how software would be an issue here.
HP Tech:: Thank you for the information.
HP Tech:: May I know the version of windows installed in the notebook, Is it windows XP or Vista?
Chaz: Vista
HP Tech:: The cause of the issue you are experiencing seems to be due to the virus affected to your notebook hard drive.
Chaz: really?
Chaz: I have an anti-virus that is up to date
HP Tech:: May I place you on hold for 5 minutes while I lookup my database for the exact information?
Chaz: sure
HP Tech:: Thank You.
HP Tech:: I am in the middle of trying to find an appropriate solution .
Chaz: great thanks
HP Tech:: Thank you for staying with me while I researched.
Chaz: no problem
HP Tech:: To isolate the issue let us try with removing and reseating the CD/DVD drive.

*** THIS IS WHERE I START MESSING WITH THE TECH SUPPORT PERSON ***

Chaz: how do I do that?
HP Tech:: You can find the manual for removing and replacing the drive in the below link:
HP Tech:: http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00649956&lc=en&cc=us&dlc=en&product=499849&rule=44274&lang=en
HP Tech:: Please do not click on the link, instead, Just Copy and Paste the entire link onto the Address Bar of your Browser and press ENTER Key.
Chaz: so are we assuming this isn't a virus then?
HP Tech:: I have confirmed from my supervisor that it could not be Virus problem.
Chaz: oh good.
Chaz: so do you want me to follow the instructions you sent to me now?
HP Tech:: Exactly.
Chaz: You realize that I am communicating with you on the laptop in question right?
HP Tech:: If the issue persists get back to the chat with the results so that CD/DVD drive is replaced for free if the Notebook of covered under warranty.

Wow, could you imagine if a person that didn't know any better had this conversation?  They'd be running anti-virus solutions all day and night with no resolution!  This would be funny if it wasn't so common.  When are companies going to hire competent tech support?

Simply amazing!

--chaz


Posted on Wednesday, January 9, 2008 3:16 PM Other | Back to top


Comments on this post: Optical Drive Door Virus?!

# re: Optical Drive Door Virus?!
Requesting Gravatar...
You did change the name of the technical support agent in your transcript, right? Regardless of how knowledgeable they are, it isn't really fair to publicly humiliate them.
Left by David Brown on Jan 09, 2008 4:41 PM

# re: Optical Drive Door Virus?!
Requesting Gravatar...
David, you are right, my mistake. You'll note the change.

-- chaz
Left by -- chaz on Jan 09, 2008 5:04 PM

# re: Optical Drive Door Virus?!
Requesting Gravatar...
Believe it or not, what the tech told u do exists.

1. I'm a Electronic & System Engineer and as well I worked as a Tech at Dell as a trainer for techs.

2. I have a HP 9220US laptop with Vista, that had the same issue. I'll explain you why..

there's the possibility is a virus, spyware or some other bit of malware that's designed to play tricks on you. I've seen reports by users who had exactly this problem, and solved it with a thorough spyware cleanup. There's also a cookie 3130 that will pop out the drive (any type of drive)

If ur not convinced browse around the net. Is actually a very old virus.
Left by Joe on May 29, 2008 1:23 AM

# spyware doctor free download
Requesting Gravatar...
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Left by adeoladadamola on Oct 08, 2008 6:44 PM

# re: Optical Drive Door Virus?!
Requesting Gravatar...

HP 2230s, Vista
My paranoid nature assures me it is a virus ... yet my Kapersky '09 doesn't see anything wrong ... so now I just leave the drive open ... that way they can't mess with me
Left by Moose on Jan 18, 2009 3:12 AM

# re: Optical Drive Door Virus?!
Requesting Gravatar...
OKAY PEOPLE...

so i just had the SAME ISSUE but the techy you spoke to was absolutely right.. it WAS software... at least for my issue! Turns out that for some reason there's a BIOs software that needs to be manually installed which isnt coming up on some peoples comps. Here's how ya fix it...


-go to hp.com
-click support & drivers
-in STEP 1 click into download drivers and software
-in STEP 2 enter your product number which can be found on the bottom of your laptop typically
-click go
-then you have to choose your opperating system (i.e. vista, etc.)
-scroll down to where it says BIOS in blue and click in the box
- download and SAVE THE FILE TO YOUR DESKTOP
-once its done, make sure an icon has popped up on your desktop, close all programs, including hp.com and the download box
-doubleclick on the icon and just keep saying yes and continue until its done (it may freeze the comp for a sec cuz it happened to mine and i got nervous, but it was fine)
-once its all done, do a restart on your comp and test the cd door...

I BET ITS FIXED!! MINE IS!!!! :)

hope this helps guys,
Paula
Left by Paula on Mar 12, 2009 2:42 PM

# re: Optical Drive Door Virus?!
Requesting Gravatar...
Chaz, there actually is a virus and rather a very well known virus which causes the drive tray to open itself and everytime you close it, the tray will pop out again. Also, another symptom is that it happens only for the master CD/DVD drive and not the slave one. The way to identify would be to take the system to the BIOS and check if the issue happens there as well or not. If it does not happen there, it for sure is a software issue, may be a virus or may be OS corruption.
Left by Rahul on Dec 16, 2011 3:54 PM

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