How to get the cloud off a computer?

Somehow it got my moms computer, and she tried to get rid of it, now no web pages will load, she can get online, but not open any pages. and the cloud is still there. She even tried to do a factory reset, was so desperate she was willing to sacrifice all her pics and vids, memories that can not be replaced once they are gone, to get rid of the cloud and be able to use her computer again. that did not work. Now I am asking for help so I can help her.