Ok, so my cousin has this laptop that they were trying to download skyrim to and I go to help him as he isn't very experienced with computers and I notice he has some problems. I go to just factory restore his computer to get all of this crap off and it asks me for a "password" from Norton. So, he types his password in and nothing happened. I go to uninstall programs that look sketchy, and it asks for the PW again and nothing happens. I continue looking through his programs and I notice that Norton security isn't even installed in this computer. So, I can't download any anti virus or uninstall or reset this computer. What can I do? Sorry for any grammatical errors, I'm using my phone because I dont trust typing any of my passwords into this infected machine. Please let me know what you guys think that I can do. Much help is needed!!!!