Why can't I reset my laptop

[dawnie]

Hi my daughter is having problems factory resetting her Acer Aspire Vista laptop as a pop up keeps coming up after she's clicked on Acer Recovery Management saying something like a problem has occured windows is shutting down. Tech guys in uni have been worse than useless so help is needed asap as she has an essay and powerpoint to do by 22nd April.

 

[USAFRet]

What is the reason you're trying to reset it? Hardware, software, other?

 

[dawnie]

What is the reason you're trying to reset it? Hardware, software, other?

HI she let in a virus around 5 weeks ago whilst trying to download skpe, tech guys removed it then, but over past 2 weeks her laptop has been crashing, took it back to tech guys and they laughed at her and told her "reload windows vista." When I asked over PC World they said that meant with Vista a factory reset then Windows Vista would be restored.