Hi Connie. Thank you for your question and the opportunity to assist. Are there files you need to recover from the laptop or do you just want to make it usable again?
I understand. To reset the machine to factory new condition please follow these steps.
Start or restart the machine so that you are looking at the login screen (but don't try to log in yet)
While holding down the Shift key, click the Power icon in the lower right corner and select Restart
Release the Shift key when you see "Please Wait"
On the Choose an Option page click Troubleshoot
click Reset this PC
click Remove Everything
Just remove files, if asked
This will reset the machine back to it's original Windows 8 operating system.
You then set up a new username and password.
The free Windows 10 upgrade will have to be re-applied
There's another method to do this. Do you have a number I can call you at?
It might be better we do this over the phone.
Disregard those pop ups.
No extra charge for the call.
Post your number below and send it to me.
Let me know a good time to contact you tomorrow. It's late here and
I'm shutting down for the evening.