This is on my Grandads laptop and I have tried helping him out on the phone - but having difficulty.

Basically, he bought Elements and installed it and it works fine except whenever he clicks on HELP he gets the KERR-DUNG error noise and his laptop locks up. He actually has to remove & reinsert the battery to get it working again.
I have looked up problems on google etc and he has tried reinstalling/turning off virus checker (although I don't think he has done this properly - anyone know how to disable Norton?) etc but nothing has helped.
He has phoned Adobe support but they said he had used up his 5 minutes and they had to end the call before anything had been resolved .
Has anyone had and resolved this problem - any advice I can give him on the phone or by email would be appreciated.
Thanks

Get him to try it again and then, when it locks up, reboot and check for recent errors in the Application Log section of Windows Event Viewer. Event Viewer can be found under Start Menu > Settings > Control Panel > Administrative Tools.

Let us know whether there are any errors around the same time that he tried it that refer to Adobe products. There will sometimes be a useful error but, if it doesn't tell you the cause of the problem, there may be an Error ID number that you could Google for.

Hope that helps