New user on computer during update - hacked or bug in update? Cannot log into computer now.

[JKleppin]

So my son was resetting his computer using the update option from the Windows system menu. He updated drivers, and selected "update and shut down" but during the update portion of the process, he lost control of the computer - somebody else's name popped up and he was not able to log in or stop the process, so he shut the computer down. I turned off the wifi to isolate the machine, and restarted it - the user name on the log into windows screen is not his, and is not a name we recognize at all, and there does not appear to be any way to log in. I have no idea where this new name came from, nor why this time the reset failed to work properly. None of my searching has come up with this exact problem nor have I found a fix that I can do from the locked screen. He swears he did not download anything and states he has never given control of his computer to anyone, ever.


I have no idea how to help him at this point because I am not even sure how to wipe the hard drive and reinstall Windows if I can't get access to the computer at all.


Thanks for any advice you can give me.

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