Help Laptop Unusable

my sons laptop a hp 15 notebook pc with windows 10 4 gb ram a 64 g operating system has serious problems someone has changed his password so we cannot get in it, he heard someone talking on it so I assume it is a hacker. We do not have rescue discs. the pc I am on now is identical to it will that help?

 

With Windows 10 you hold "Shift" at the startup screen, and reboot the machine to access advanced options like restoring the OS or a clean install.

Here's a link with pictures:

http://www.howtogeek.com/126016/three-ways-to-access-the-windows-8-boot-options-menu/


Does the machine have a "Local Account", or is it an email login?

 

ok I did that and restored the computer. as soon as I set up his steam account the hacker was back and he is now in my other pc also how can I get rid of him I also had put avg on the laptop. I had set up the laptop with a local account with no password so we would not get locked out again.

 

please respond and help me

 

Sounds like you might have a malware issue to deal with. I suggest you start a thread in the Malware Removal forum. Read the sticky there,
entitled "RUN & READ ME FIRST". Follow applicable procedures there, step by step, and set up your post. This will be the quickest way to get attention of the malware techs and get their support. Malware needs to be resolved before any hardware/software effort can move forward.