Hello pmg, you do not say how old the laptop is, It may be that there is a problem with the on board graphics system or the owner will need to download software such as adobe flash player or some other software that is entirely free of charge over the internet, to find out just ask google why you have a problem doing what ever, it is as simple as that, it will come up with a load of options just read through them, good luck, aland.
PS, software that is free of charge is called [freeware].