Argh! My PS4 keeps ejecting discs

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dclegg

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#1246270 25-Feb-2015 11:50

networkn: I wouldn't personally consider using this method to fix a unit I was having trouble with. I'd insist on sending it to be serviced free of charge so that future issues with it later on were not referred to "I'd done it wrong".

I'd already be at risk at that anyway, as I've upgraded my HDD to a 2TB one. If they are going to accuse me of tightening a screw wrong, I can imagine what they'd try to claim if they found out I'd been replacing hardware. :-)

MileHighKiwi

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#1246427 25-Feb-2015 14:30

Ok, so it's common that retailers don't know the CGA!

I went into the EB Games Lower Hutt store today and asked about my PS4 ejecting discs. I'm 4 weeks out of my warranty and the manager said I need to send it to Sony. I have drafted an email based on advice earlier in this thread but before I send it I thought I'd call Sony and see what they say. They have sent me 'instructions' to fix the issue...

Step 1: Remove the glossy section of the cover

Turn off the PS4.

Unplug the power, HDMI, and any other cables from the back of your PS4 system.

On a clean, flat, surface place the PS4 in front of you so the front of the system is on the left. (The PS logo on the top of the PS4 should be right side up.)

Place you palms on the glossy panel and let your fingers rest on the far side of the console.

Apply moderate, even pressure near the seam with your palms, and using your fingers as leverage, slide the glossy panel away from you.

A click will be heard, and the panel will move about 1/4". Lift the panel off starting from the left side.

Step 2: Locate the manual eject screw & turn clockwise

With the glossy panel removed, you will see two sets of vents lining the outer left edge. Follow the slot from the front locate the first "single" slot (it's the slot not grouped with any other slots) in the vent.

Shine a light down through this slot to locate the manual eject screw

Slide the small screw driver into the vent slot and turn the screw clockwise. This may take 3-6 rotations of the screw. Very little effort is required to turn the screw.

Step 3: Put everything back together

Replace the glossy panel. Place it over the exposed section of the PS4, about 1/4 of inch away from the seam. Then, slide the panel towards seam until it clicks into place.

Connect the HDMI, power, and any other cables that were disconnected in Step 1.

Power on the PS4 to make sure everything is functioning properly.

ENDS

Ok, so I don't want to remove the cover of my PS4. I'm gona send the email now to their customer services team.

dclegg

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#1246437 25-Feb-2015 14:40

MileHighKiwi: Slide the small screw driver into the vent slot and turn the screw clockwise. This may take 3-6 rotations of the screw. Very little effort is required to turn the screw.

Interesting. I'm wondering if I tightened my screw enough. There was next to no resistance when I did it, and it seemed to be turning forever, making me think the thread had been stripped. Perhaps I wasn't patient enough :-)

Ok, so I don't want to remove the cover of my PS4. I'm gona send the email now to their customer services team.

It's actually not that hard to do, and the cover is designed to be removed. While you're well within your rights to invoke CGA, it may be more pragmatic to try the screw trick first.

Besides, you'll then have practice for when you have to remove it to upgrade that measly 500GB HDD once it fills up :-)

MileHighKiwi

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#1246458 25-Feb-2015 14:56

dclegg:
MileHighKiwi: Slide the small screw driver into the vent slot and turn the screw clockwise. This may take 3-6 rotations of the screw. Very little effort is required to turn the screw.

Interesting. I'm wondering if I tightened my screw enough. There was next to no resistance when I did it, and it seemed to be turning forever, making me think the thread had been stripped. Perhaps I wasn't patient enough :-)

Ok, so I don't want to remove the cover of my PS4. I'm gona send the email now to their customer services team.

It's actually not that hard to do, and the cover is designed to be removed. While you're well within your rights to invoke CGA, it may be more pragmatic to try the screw trick first.

Besides, you'll then have practice for when you have to remove it to upgrade that measly 500GB HDD once it fills up :-)

I guess it goes against everything they tell you not to do, i.e. 'removing x,y,z voids warranty etc..'

I'll see what their customer service team says before proceeding with anything else.

Yes, I will need to upgrade that one day.

dclegg

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#1246463 25-Feb-2015 15:02

MileHighKiwi:
I guess it goes against everything they tell you not to do, i.e. 'removing x,y,z voids warranty etc..'

I figure if it is documented on the official support site (which removing this cover and accessing this screw is), it's fair game.

The after market analog sticks I upgraded to, on the other hand... an entirely different kettle of fish :-)

jaidevp

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#1246478 25-Feb-2015 15:25

Yes they have sent me the same instructions. Specifically pasted below.
Note the part about the foot in the "Other methods" section.

Dear Jaidev,

Thank you for your recent call.

We are sorry to hear about the issues you are experiencing with your PS4 automatically ejecting your discs.

Below follows a link with the images to help you find the ejection screw.

https://support.us.playstation.com/app/answers/detail/a_id/5061/~/ps4%3A-manually-eject-a-stuck-disc

Please don't follow the instructions on the link. The proper instructions follow below.

There is a manual eject screw that you will need to use a screw driver to tighten to stop this from happening.

Step 1: Remove the glossy section of the cover

Turn off the PS4.

Unplug the power, HDMI, and any other cables from the back of your

PS4 system.

On a clean, flat, surface place the PS4 in front of you so the front of the system is on the left. (The PS logo on the top of the PS4 should be right side up.)

Place you palms on the glossy panel and let your fingers rest on the far side of the console.

Apply moderate, even pressure near the seam with your palms, and using your fingers as leverage, slide the glossy panel away from you.

A click will be heard, and the panel will move about 1/4". Lift the panel off starting from the left side.

Step 2: Locate the manual eject screw & turn clockwise

With the glossy panel removed, you will see two sets of vents lining the outer left edge. Follow the slot from the front locate the first "single" slot (it's the slot not grouped with any other slots) in the vent.

Shine a light down through this slot to locate the manual eject screw

Slide the small screw driver into the vent slot and turn the screw clockwise. This may take 3-6 rotations of the screw. Very little effort is required to turn the screw.

Step 3: Put everything back together

Replace the glossy panel. Place it over the exposed section of the PS4, about 1/4 of inch away from the seam. Then, slide the panel towards seam until it clicks into place.

Connect the HDMI, power, and any other cables that were disconnected in Step 1.

Power on the PS4 to make sure everything is functioning properly.

Other methods to fix this:

Beneath the eject button on the PS4 is a small plastic foot that can occasionally move forward during operational use, push this foot back to make sure it is clear and not jamming the eject button.

Once the console is turned off, remove the power cord from the console and leave it disconnected for at least 3 minutes.

Reconnect the power cord to the PS4 and power up normally, this should rectify the issue.

Please don't hesitate to contact us directly should this fail to resolve the issue.

Regards,

PlayStation Support Centre

REF: <REDACTED>

Phone (Australia Support) : 1300 365 911

Phone (New Zealand Support) : 09 415 2447

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Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

MileHighKiwi

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#1249196 2-Mar-2015 10:05

MileHighKiwi: Ok, so it's common that retailers don't know the CGA!

I went into the EB Games Lower Hutt store today and asked about my PS4 ejecting discs. I'm 4 weeks out of my warranty and the manager said I need to send it to Sony. I have drafted an email based on advice earlier in this thread but before I send it I thought I'd call Sony and see what they say. They have sent me 'instructions' to fix the issue...

I don't want to remove the cover of my PS4. I'm gona send the email now to their customer services team.

I sent the email on Thursday, on Friday I got an email essentially saying "this is not cool" and a rep would contact me soon. Within the hour I received a phone call from the EB Games area manager who told me that "yes, we understand the CGA, there are some grey areas but from what you have told me this should be easy to sort". He said they encourage stores to use common sense but obviously in this case they hadn't. He just called back this morning and said "bring your console into the store and we will replace it".

That was really easy and excellent customer service from the area manager. I was really pissed off with the store manager as he implied I was hiding something from Sony, "why have you not contacted them, what are you worried about?"

Jerk.

Finch

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#1249219 2-Mar-2015 10:26

MileHighKiwi:
MileHighKiwi: Ok, so it's common that retailers don't know the CGA!

I went into the EB Games Lower Hutt store today and asked about my PS4 ejecting discs. I'm 4 weeks out of my warranty and the manager said I need to send it to Sony. I have drafted an email based on advice earlier in this thread but before I send it I thought I'd call Sony and see what they say. They have sent me 'instructions' to fix the issue...

I don't want to remove the cover of my PS4. I'm gona send the email now to their customer services team.

I sent the email on Thursday, on Friday I got an email essentially saying "this is not cool" and a rep would contact me soon. Within the hour I received a phone call from the EB Games area manager who told me that "yes, we understand the CGA, there are some grey areas but from what you have told me this should be easy to sort". He said they encourage stores to use common sense but obviously in this case they hadn't. He just called back this morning and said "bring your console into the store and we will replace it".

That was really easy and excellent customer service from the area manager. I was really pissed off with the store manager as he implied I was hiding something from Sony, "why have you not contacted them, what are you worried about?"

Jerk.

I am glad you got a good outcome in the end :)

Glassboy

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#1249279 2-Mar-2015 11:32

dclegg:
networkn: I wouldn't personally consider using this method to fix a unit I was having trouble with. I'd insist on sending it to be serviced free of charge so that future issues with it later on were not referred to "I'd done it wrong".

I'd already be at risk at that anyway, as I've upgraded my HDD to a 2TB one. If they are going to accuse me of tightening a screw wrong, I can imagine what they'd try to claim if they found out I'd been replacing hardware. :-)

I'm not sure what you mean as Sony's PS4 web site has instructions on how to replace to the HDD and re-install the O/S. The HDD is clearly in the user serviceable portion of the device.

dclegg

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#1249316 2-Mar-2015 11:38

Glassboy:
dclegg:
networkn: I wouldn't personally consider using this method to fix a unit I was having trouble with. I'd insist on sending it to be serviced free of charge so that future issues with it later on were not referred to "I'd done it wrong".

I'd already be at risk at that anyway, as I've upgraded my HDD to a 2TB one. If they are going to accuse me of tightening a screw wrong, I can imagine what they'd try to claim if they found out I'd been replacing hardware. :-)

I'm not sure what you mean as Sony's PS4 web site has instructions on how to replace to the HDD and re-install the O/S. The HDD is clearly in the user serviceable portion of the device.

Oh, I agree with you. But networkn made the point that they'd not be comfortable tinkering with it, in case it had warranty implications. Extrapolating that logic, I'd be more at risk as my tinkering went beyond removing a cover and tightening a screw.

Glassboy

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#1249318 2-Mar-2015 11:38

MileHighKiwi: Ok, so it's common that retailers don't know the CGA!

I went into the EB Games Lower Hutt store today and asked about my PS4 ejecting discs. I'm 4 weeks out of my warranty and the manager said I need to send it to Sony. I have drafted an email based on advice earlier in this thread but before I send it I thought I'd call Sony and see what they say. They have sent me 'instructions' to fix the issue...

I've watched that dude talking to teenagers and their parents about faulty game discs. I think someone needs to video him and have him watch how comes across. I don't think he means to come across the way he does.

Lenovo

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Glassboy

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#1249323 2-Mar-2015 11:43

dclegg:

Oh, I agree with you. But networkn made the point that they'd not be comfortable tinkering with it, in case it had warranty implications. Extrapolating that logic, I'd be more at risk as my tinkering went beyond removing a cover and tightening a screw.

Networkn made an emotive statement. Extrapolating that isn't logical, it's illogical.

It's a sad state of affairs when people are too scared to use a screw driver. Anyway maybe I should wander off now and shout at some children to get off my lawn.

MileHighKiwi

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#1252259 6-Mar-2015 13:09

Picked up my brand new PS4 today from EB Games Lower Hutt. Very happy with the outcome, just a shame it had to be escalated to the regional manager to sort it out.

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