Hi,
Be aware before buying a HP Notebook or Laptop or any product of HP See the below conversation between the HP support and customer.
They just do formalities and never comes front for support.
So I will suggest never buy an HP product.
[Monday, March 14, 2011 1:37 PM] -- Automatically generated message:Thank you for using HP's Instant Active Chat Support. Our Chat Support is provided free during your warranty period. Your request has been received by our Technical Support Center, and has been queued. Support for HP Notebooks, Desktops, and Printers are available 24 hours a day, 7 days a week. You will receive a response to your support request in 2 minutes or less.
Starting from Jan 1st 2010, HP will stop free support for out of warranty Consumer Notebook . And from Feb 1st 2010, No free support for out of warranty Commercial Notebook. Alternatively, you have the option to seek self-help support from our website at www.hp.com/go/bsc or you can bring your notebook to Service Center for chargeable support.
[Monday, March 14, 2011 1:37 PM] -- Automatically generated message:
The HP Support technician, Amruth Joseph P has been assigned to your case.
[Monday, March 14, 2011 1:37 PM] -- Automatically generated message:
For reference, your Case ID is XXXXXXXXXX
[Monday, March 14, 2011 1:37 PM] -- Amruth Joseph P says:
Hello Guest, thank you for contacting HP Active Chat Support. My name is Amruth and I see you have a question regarding your Notebook. Please give me 2 min to review your information. Thank you.
[Monday, March 14, 2011 1:38 PM] -- Amruth Joseph P says:
Hello Guest, how are you doing today?
[Monday, March 14, 2011 1:38 PM] -- Guest says:
OK
[Monday, March 14, 2011 1:39 PM] -- Guest says:
I am fine
[Monday, March 14, 2011 1:39 PM] -- Amruth Joseph P says:
Guest, glad to know that.
[Monday, March 14, 2011 1:39 PM] -- Guest says:
How are you Sir
[Monday, March 14, 2011 1:39 PM] -- Amruth Joseph P says:
Guest, could you confirm the below information before we start troubleshooting the issue.
INAXXXXXX
XXXXXX
HP Pavilion dv4-2112TU NB PC
India
[Monday, March 14, 2011 1:39 PM] -- Amruth Joseph P says:
Guest, I'm doing well. Thanks for asking.
[Monday, March 14, 2011 1:40 PM] -- Guest says:
Yes all information is correct.
[Monday, March 14, 2011 1:41 PM] -- Amruth Joseph P says:
Guest, thank for confirming the details. From the case description I understand that the optical drive is not reading any disc. Am I correct?
[Monday, March 14, 2011 1:42 PM] -- Guest says:
Yes Sir.
[Monday, March 14, 2011 1:42 PM] -- Amruth Joseph P says:
Guest, For the optical drive issue, you can follow the below steps to resolve the issue.
Check device manager for driver conflict:
1. To access the device manager, click Start, click Run, and then type "devmgmt.msc" (without the quotation marks) and click OK.
2. Double click on "DVD/CD-ROM drives". You would see the listed drivers under it.
3. Let me know if there are any "?" or "!" or "X" marks present beside the listed items?
[Monday, March 14, 2011 1:43 PM] -- Amruth Joseph P says:
If Drive is not detected in Device manager, then the on of the below mentioned will the issue with the optical drive.
1. Drive is loosely connected or disconnected.
2. Windows operation system has an issue.
3. Drive is gone bad.
[Monday, March 14, 2011 1:45 PM] -- Guest says:
Can you sent any notebook service agent that he/she can replace my optical drive????
[Monday, March 14, 2011 1:46 PM] -- Amruth Joseph P says:
Guest, we can send an onsite technician to replace the optical drive but before we replace the drive we need to diagnose the issue. The issue can be with the software or with the hardware.
[Monday, March 14, 2011 1:46 PM] -- Amruth Joseph P says:
Guest, the steps I am providing is to diagnose the issue and this may resolve the issue with the optical drive also.
[Monday, March 14, 2011 1:47 PM] -- Guest says:
ok. I am tracing the issue as you will instruct me.wait please
[Monday, March 14, 2011 1:47 PM] -- Amruth Joseph P says:
Guest, take your time and perform the steps and update me on the status.
[Monday, March 14, 2011 1:48 PM] -- Guest says:
No ? or ! or X marks present beside the listed items.
[Monday, March 14, 2011 1:49 PM] -- Amruth Joseph P says:
Guest, great that means the drive is detected on the notebook.
[Monday, March 14, 2011 1:50 PM] -- Amruth Joseph P says:
Please perform the before steps and let us know the results.
1. Insert a known good disc and check if the issue persists.
2. Insert a bootable disc and check whether the drive boots from the disc. For this set the boot order to CD-ROM in F10 setup & boot from the disc.
3. Reseat the drive & check if the drive is detected in BIOS setup.
4. Swap the drive with a known good and check for the occurrence of the issue.
5. Connect the the drive to a known good unit and also connect a known CD drive to this unit.
6. Click Start>>My Computer and look for the DVD/CD drive icon.
[Monday, March 14, 2011 1:50 PM] -- Guest says:
Yes, but it did not read the disc. That is the hardware problem only.
[Monday, March 14, 2011 1:51 PM] -- Amruth Joseph P says:
Guest, if the software is corrupted the optical drive will not be able to read the discs.
[Monday, March 14, 2011 1:52 PM] -- Guest says:
The drive has actually only one problem. if you will insert a new and very new disc then it will read the disc. and if the disc have a single scratch then it will not read in my laptop(notebook). While the same disc can be read by a acer laptop(notebook).
[Monday, March 14, 2011 1:53 PM] -- Guest says:
So the only issue with drive. It needs replacement. So please send any technical executive who can replace my optical drive. If you can do it then tell me else please close the session.
[Monday, March 14, 2011 1:53 PM] -- Amruth Joseph P says:
Guest, in that case please perform the below mentioned steps:
Perform the following steps to clear upper and lower filter:
1. Click Start , Run , and type the following into the Open field: regedit
2. Click OK. The registry editor appears.
3. Click File, Export, type a filename that is easy for you to remember, and click Save.
A copy of the registry has been saved for back-up purposes. You can double-click the export file to restore the registry in the event of a problem.
4. Click the plus sign ( + ) next to the following items in the listed order:
HKEY_LOCAL_MACHINE
SYSTEM
CurrentControlSet (or the current control set with lowest number if that is all that is listed)
Control
Class
5. Select 4D36E965-E325-11CE-BFC1-08002BE10318.
6. Select UpperFilters in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
7. Select LowerFilters in the right window and press the Delete key.
Confirm the deletion by clicking Yes.
8. Close the registry editor, restart the computer, and wait until Windows configures the necessary files.
9. After Windows is done configuring the new hardware, continue to follow the on-screen instructions.
[Monday, March 14, 2011 1:59 PM] -- Guest says:
6.There is no Upper Filters name in the right window.
[Monday, March 14, 2011 2:00 PM] -- Guest says:
Don't you know if i will restart my computer then how can i start the session again with you????? You are just wasting my time.
[Monday, March 14, 2011 2:01 PM] -- Guest says:
Just Answer me in One word. Can you send any technical executive to my New Delhi home? or not???
[Monday, March 14, 2011 2:01 PM] -- Guest says:
Just Answer me in One word. Can you send any technical executive to my New Delhi home? or not???
[Monday, March 14, 2011 2:01 PM] -- Amruth Joseph P says:
Guest, I will provide you a link and you can same the link in your favorites, once the system restarts you can click the web link and join the chat again.
[Monday, March 14, 2011 2:01 PM] -- Guest says:
No Thanks. just reply me can you send the technical executive or not?
[Monday, March 14, 2011 2:02 PM] -- Guest says:
Only one word YES/NO???
[Monday, March 14, 2011 2:02 PM] -- Amruth Joseph P says:
Guest, as mentioned by you the cds do read, in this situation if we replace the optical drive and the onsite engineer finds that the optical drive is not faulty then you will be charged for the replaced drive.
[Monday, March 14, 2011 2:05 PM] -- Amruth Joseph P says:
Guest, we are here to help customers resolve the issues they have with the notebook. In case the part is faulty we will send an onsite engineer and replace the faulty parts. It is necessary for us to isolate the issue.
[Monday, March 14, 2011 2:05 PM] -- Guest says:
Listen I am facing this problem with this optical drive from the starting when i bought this notebook. It is currently Under warranty. So do whatever you want. If I feel that i got charge without any error. Then I will file a complaint to HP regarding that issue and if still my issue will not resolved. i will file complaint to consumer Forum.
[Monday, March 14, 2011 2:06 PM] -- Amruth Joseph P says:
Guest, please give 5-6 mins while I discuss this issue with my manager.
[Monday, March 14, 2011 2:10 PM] -- Amruth Joseph P says:
Guest, as you have deleted the LowerFilters, I would like you to restart the notebook and check if the cds are able to read. I will call you back on XXXXXXXXXX and you can let me know if the same issue persists. In case the same issue persists then we will replace the optical drive. As mentioned before in case the issue is not with the optical drive then the onsite engineer will charge you for the replacement optical drive.
[Monday, March 14, 2011 2:11 PM] -- Amruth Joseph P says:
Guest, I would also need a alternate number for our reference.
[Monday, March 14, 2011 2:15 PM] -- Amruth Joseph P says:
Guest, are you still connected with me through this active chat session?
[Monday, March 14, 2011 2:19 PM] -- Guest says:
sir there are no Lowerfilters/Upperfilters name in the registry editor on the path you said.
[Monday, March 14, 2011 2:19 PM] -- Guest says:
sir there are no Lowerfilters/Upperfilters name in the registry editor on the path you said.
[Monday, March 14, 2011 2:21 PM] -- Guest says:
I have a slow internet connection. It have issues, so it got disconnected. So as i said there are no upperfilters/lowerfilters name in the regedit.... Thus i did not deleted anything.
[Monday, March 14, 2011 2:22 PM] -- Guest says:
Anything else or should i have to close the session????
[Monday, March 14, 2011 2:22 PM] -- Amruth Joseph P says:
Guest, that is very unusual. As both the filters are missing you will have to uninstall the cd rom drive from the device manager and then restart the notebook so that new drivers get installed and then check if you find the filters.
[Monday, March 14, 2011 2:25 PM] -- Amruth Joseph P says:
Guest, I would also like you to boot from the recovery discs and check if the optical drive is able to read from the recovery discs.
[Monday, March 14, 2011 2:25 PM] -- Guest says:
There are few names, I am telling you all name only and the name in the given path are (Default) , class, classdesc, enumproppages32, iconpath, installer32, noinstallclass, silentinstall................. Is there any name/value like upperfilters/lowerfilters??????
[Monday, March 14, 2011 2:25 PM] -- Amruth Joseph P says:
Guest, as both the filters are missing you will have to uninstall the cd rom drive from the device manager and then restart the notebook so that new drivers get installed and then check if you find the filters.
[Monday, March 14, 2011 2:26 PM] -- Amruth Joseph P says:
Guest, I would also like you to boot from the recovery discs and check if the optical drive is able to read from the recovery discs.
[Monday, March 14, 2011 2:27 PM] -- Amruth Joseph P says:
If the optical drive fails to read from the recovery discs and the notebook is unable to boot from the cd then we will go ahead and replace the optical drive on the notebook.
[Monday, March 14, 2011 2:35 PM] -- Guest says:
So provide me link that i can connect with you again after restarting my notebook.
[Monday, March 14, 2011 2:36 PM] -- Amruth Joseph P says:
You could get back to us with your observations on this same chat:
To resume the chat, please enter instant support web site by entering the below URL in your web browser and launch Active chat. Please click ‘View your other Active chat issues’ and then click the chat listed.
http://h50203.www5.hp.com/hpisweb/customer/HPInstantsupport.aspx?&cc=us&lang=en
[Monday, March 14, 2011 2:37 PM] -- Guest says:
OK so, should i have to withdraw this question and close the session or just I will close my browser without closing session?????
[Monday, March 14, 2011 2:37 PM] -- Amruth Joseph P says:
Guest, you can make a note of your Case ID XXXXXXX for further correspondence.
[Monday, March 14, 2011 2:38 PM] -- Amruth Joseph P says:
Guest, you can close this session and as mentioned try booting from the recovery disc and check, if the notebook doesnt boot then we will replace the drive.
[Monday, March 14, 2011 2:39 PM] -- Guest says:
If after restarting my issue will resolved after taking the steps defined by you. then I will again join the session and will inform you. but if my issue will not resolved , i will not join the session again.
[Monday, March 14, 2011 2:39 PM] -- Guest says:
Ok thanks for your help and your time.bye
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