A friend of mines has two Samsungs DVD Drives. One is just a DVD ROM SD-616e and the other is a HT-DT-ST DVD RAM GSA-H22N. Both are shown in the Device Manager as "working properly", but both drives are not reading disks or DVDs. I tried to go to Samsung website and downloaded the firmware but an error pops up stating that drivers is not accessible to the drives.
He previously installed Norton 360 and the program ask him to make a backup disk which was the last time both the drives were working properly. Should I uninstall the software and maybe even do a system restore? Or is there another website to go to that gives a better listing of proper working firewares. Please help, if this was my PC I would do the system restore and uninstall the program. Any feedback would be most helpful.

Thanks in Advance.