Matt;

Thanks for responding.
Yes, she has an account and knows the password.

She was able to talk to someone with Microsoft support who did a remote access and got her files to where she could access them.

However, most everything in her Downloads folder was GONE. The microsoft support person said that the windows 10 update would automatically erase any third party software in the downloads folder and that there was nothing she could do.
I found that part shocking.


GHinCH:

She did have files and a report sent to Microsoft to see what happened.
98% of what she needs is accessible, but the downloads folder thing as mentioned above is a mystery.

Thanks for responding.


John