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She downloaded a virus to pc or phone? Can she get to "recovery" on phone?
Power phone off. (If power button doesn't work, pull battery will do the trick...)
Then, I found this to recover:
Once off, press & hold BOTH the volume down button and the power button, until "fastboot" text appears.
Use volume down button to scroll to "Android Recovery". Volume up button will select highlighted option.
She should now see Android triangle w/exclamation.
Tap bottom right hand corner of screen, above search key to get to main menu of system recovery.
Volume buttons to scroll. Scroll and select "wipe data/factory reset".
Press "ok" in lower left hand corner.
If this works, it will reset everything but sd card....
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