If the drive does not open and close on its own when pressing the eject button, then please refer to the “Controller or Drive has no Power” online article.
If the specific drive does open and close when pressing the eject button, then the controller card does not detect that drive.
In order to verify the problem, first eject open all the drive trays and press the ENT button on copy. If all the drives close, then the duplicator is working fine. This indicates that all drives have power and is detected by the duplicator controller.
If any of the drives did not close, we can assist in fixing this issue with the following steps over the phone if the end user is willing.
If the end user is willing,
Disconnect the power cable from the back.
Rotate the machine so you are facing the back of the machine.
Remove the four black screws from the back of the machine with any standard Phillips screwdriver.
Remove the outer casing of the duplicator.
Slide the case towards the back of the machine. It should come off relatively easily.
Verify that no metal pieces are touching the power supply in any way.
Locate the problematic target drive. Verify that the red SATA data cable is connected correctly to both the controller card and the drive itself.
If the red SATA data cable is plugged in, disconnect and reconnect from the back of that target drive. Now plug your duplicator power cable into a power outlet and turn on the machine. Repeat step 3.
If the target drive still does not detect, try plugging that particular red SATA data cable into another target drive that is confirmed working. This step is to see if it is an issue with the target drive or the actual SATA port on the duplicator controller. Repeat above step 3. If this step is successful, then the issue is with the target drive. If the previous step is not successful, then there is an issue with the duplicator controller.
For either defective target drive or duplicator controller, an RMA will need to be issued.