question about Cary 306 sacd pro, owners help???

Hi Everyone

does anyone have problem with the Cary 306 sacd pro player?
this is the problem of my friend 306 sacd:
"when he puts the player on the floor, the player has no problem at ejecting the CD disk.
However, when the player has been put on his rack, it has trouble at ejecting the CD disk"

does anyone know the reason? and know how to fix the problem?

thank you