Someone did an upgrade to laptop and now get error message and need to validate

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  on my mother in laws laptop, an old hp presario with windows Vista someone tried to fix something by using a upgrade disk. Now getting message that someone did an unautherized change to windows and it needs to be validated but it it just hangs and getting same message. Booting to safe mode lets you work longer but in normally mode it only lasts a short time.  One error code shown was 0xC004d401. One can't use internet to connect with Microsoft support as it times out.  Is there anything I can do as it also won't do recovery or at least I can't access it.
  

  Thursday, May 14, 2015 4:41 PM