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If you look at the door of the CD/DVD tray/shelf, you should see a little hole. Stick a paper clip into the hole and it will pop out the CD/DVD tray/shelf and you can get your DVD back. I would call Gateway support to fix the rest of it. If it is still under warranty, they can send out a tech to fix it.
Although gateway doesn't provide free phone support for Refurbished models all of the original software can be restored individually from the restore set(assuming you made it) or downloaded for free from gateways website.
If it's simply an issue with the update causing a problem, try re-installing the sigmatel audio driver from the driver and applications DVD you made, or if you didn't make one click the link below and scroll down to the sound section. You can download a fresh copy from there.