PlayStation Knowledge Center
Ryan K.: Hi, my name is Ryan K.. How may I help you?
Tom M.: My ps3 was running fine. Picked up GTA V yesterday and tried to play it. Putting the game in forced me to update to 4.46. Installed GTA V and played for about 5 minutes. Now my ps3 won't recognize discs.
Tom M.: I have also tried to update using a USB drive. No change.
Ryan K.: I see, Tom. I'd be happy to look into this for you today.
Ryan K.: I would like to fully troubleshoot your system by recreating the issue; We may have some steps we can try to resolve this problem. Are you currently with your system?
Tom M.: FWIW, the blue tooth remote was also affected by this update.
Tom M.: Let's do it.
Ryan K.: Alright. I am going to need the model and serial number of your console. Please turn your PS3 around and look for the white barcode label located on the back of your unit. Please give me all of the numbers located on that label beginning with the letter "C", or "A".
Tom M: cf345607629-cechp01
Ryan K.: Thank you for that information. Now, could you please turn your system on without a disc inside, and can you please tell me what color your power light is, and what your power light is doing? (flashing, solid color, etc.)
Tom M.: solid green
Ryan K.: Ok, do you see and hear the system start up and does the unit reach the XMB (main menu)?
Tom M.: yes and yes
Ryan K.: Alright. If you can, please insert a disc into the PS3. If there is a specific disc that is not working properly, insert that one. Tell me exactly what happens when you try loading your game or movie.
Tom M.: inserted a DVD. The "working/clock" icon spins to acknowledge that there is a disc in the machine, but nothing else. The normal sound of the disc drive spinning is gone.
Ryan K.: Can you select the disc in the XMB and load it?
Tom M.: No, it doesn't show in the menu.
Ryan K.: I see, do you have a Blu-ray movie that we can try now?
Tom M.: I'm looking
Ryan K.: Alright.
Tom M.: Same result
Ryan K.: I am very sorry Tom, But based on the symptoms that you have provided, your system will need to be serviced as there are no additional troubleshooting steps that we can provide.
Ryan K.: In order for me to determine what options we have available for you, could you please provide me with your physical shipping address?
Tom M: ------address removed-------
Ryan K.: How long have you had your PS3?
Tom M.: why would a software update cause me to need to send my unit in?
Tom M.: i honestly have no clue.
Ryan K.: No problem. I can understand how frustrating this may be. Although your issues may have started after installing an update, our software updates are thoroughly tested before release to ensure they will not cause any issues with your PS3 system.
Tom M.: except when they cause it to not read disc any more, which effectively renders it useless?
Ryan K.: I understand how it may seem that the update caused this issue with your system. However, please keep in mind that if there was an error within the update, then every PS3 that updated would exhibit the same symptoms.
Tom M.: Ever googled "ps3 4.46 won't detect discs"? I have, this doesn't seem to be an isolated incident.
Ryan K.: I would like to take a moment to discuss the reports you are seeing on the Internet. The Internet, while an amazing tool, can also act as a filter. A very small number of consumers who experience an issue can make an error that a very small amount of customers experience seem much more widespread than it truly is.
Ryan K.: I do understand how prevalent an issue can seem when you are viewing it in these circumstances. However, we have not seen any indication these systems were (or even could have been) damaged by firmware updates.
Tom M.: So now you're telling me that I'm imagining my problem?
Ryan K.: No, I am telling you that the update did not damage your system.
Ryan K.: Since your console is out of our original one year warranty, a repair fee of $99+taxes would be required, which includes shipping. When we service our systems, you are guaranteed to receive a working PS3 system, and a 90 day service warranty. Would you like to set the console up for service now?
Tom M.: Do what? Please explain what hardware component mysteriously failed, within 5 minutes of me updating, that took out my disc reader and the Bluetooth sensor.
Ryan K.: Unfortunately, the information available for consumer services does not include a detailed explanation on what might have caused this issue. The only way to determine what is wrong is to have the Service Center properly diagnose and service the console.
Tom M.: So, you have no clue what's wrong, but the one thing you're sure of is that it's not your fault?
Ryan K.: If there was an issue with the update, then we would know what is wrong with it. Since there is no issues with the update, the system needs to be serviced by out technicians to fix your system.
Tom M.: How would you know? You seem to ignore people when they tell you they have a problem caused by the update.
Ryan K.: If there was an issue with the update, then EVERY PS3 system that updated would have the same issue as you. Since other PS3 system were able to update just fine, there is no issue with the update that was released.
Tom M.: Are you seriously trying to tell me that software glitches are never random and that if one unit is affected, every single unit will be affected?
Ryan K.: The information available to us does not say that this is a common issue with PS3 system. If you want to have your system serviced, you can also create your own service ticket at your convenience by visiting:
https://service1.us.playstation.com/
Ryan K.: I hope I have assisted you with your questions today. I will be disconnecting this chat session. Thanks for contacting PlayStation Chat Support.
Tom M.: Any chance I can speak to your supervisor?
Ryan K.: My supervisor will tell you the exact same thing I told you.
Tom M.: Perfect, go get them.
Ryan K.: Alright, one moment then.
Sony.
