|Was she on the phone with some kind of computer tech support? If so what was the problem at that point?|
Is it in safe mode or does it just have that safe-mode screen look to it? If it's not actually in safe mode it likely is a video drver problem. Check 'display properties' and see if it's showing a problem. You may need to reinstall the video drivers.
If it is in safe mode, F8 when pressed prior to windows starting to load should bring up a boot menu. Can you choose normal mode from that menu?
Real men don't use AntiVirus; they just reformat