Few Things to Try

by Thomas
(CA)

Hello, Before looking into the software's code/script, has the customer tried setting his screen resolution to the max?

Has he updated to the latest video drivers?
What OS is he on?
I
t could be a corrupted installation of the software so try uninstalling it from control panel and then running some type of registry cleaner (CCleaner is a great free one obtain it from http://www.piriform.com/ccleaner)

Lastly it says it is a new laptop, this could mean the the manufacture has changed settings and added bloatware to the laptop before selling it.

Because of this, a format probably would solve the problem because it would fix the registry issues as well.

Formatting is basically reinstalling windows.
If you are going to do this backup EVERYTHING important as everything will be lost.

Depending on what OS you run follow one of these guides

http://windows.microsoft.com/en-us/windows/help/install-reinstall-uninstall