Article ID : 00024292 / Last Modified : 04/29/2015

The CD, DVD or Blu-ray Disc drive tray on the computer will not open or a disc is stuck in the drive.

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

    The CD, DVD or Blu-ray Disc® drive tray may not open when trying to eject a disc. This can occur if there is a mechanical failure, or if there is a disk stuck in the drive.

    Follow this procedure to troubleshoot when the CD, DVD or Blu-ray Disc drive tray does not open to eject a disc.

    NOTES:

    • The tray will not open electronically unless the computer is turned on.
    • Because each of these steps represents a possible solution to this issue, check the CD, DVD or Blu-ray Disc drive status after completing each step.
    1. Because some applications can prevent the drive tray from opening, close all open applications.

      NOTE: If the Roxio™ DirectCD® software is running, eject the CD using the Roxio DirectCD  software.

    2. Attempt to eject the drive tray using the eject command of the operating system .
    3. Restart the computer to the BIOS and, while in the computer BIOS, press the EJECT button on the computer.

      NOTE: If the drive tray ejects in BIOS, but not in the operating system, reinstall the CD/DVD driver .

    4. If this is an external CD/DVD drive, confirm that the drive is properly connected.
    5. Attempt to manually eject  the CD/DVD drive tray.
    6. If the issue is still unresolved after completing the troubleshooting steps suggested, service may be required. Go to Product Repair.