CD-ROM Failure to Start

I have been trying to fix my friend's computer. She has a Dell computer with
Windows Vista. For some reason, everytime a cd is put in, the computer
crashes. We thought it was a problem with the autoplay feature, so we turned
autoplay off and made it prompt you when cds and dvds are inserted. But when
I try to load software, the computer either freezes or crashes still. I
tried bringing up control panel to get into the inserted disk, but I get the
same result. When I go into the System Diagnostics, it says:

Symptom: Device cannot start
Cause: A device has a configuration problem that prevents it from starting
properly.
Details: The device, CD-ROM Drive, cannot start properly. It may not have
the correct driver installed or may be experiencing a hardware failure. The
Plug and Play ID for this device is
SCSI\CDROM-VEN_VOBID-PROD_INSTANTDRIVE_CD-REV_14\1-171323FD-0-000000.

I tried following the resolutions, but when I attempted to go in and "Check
for Solutions", nothing comes up. I also tried updating the driver, but it
says it's up-to-date. I don't know how to solve this problem. Any help
would be greatly appreciated.