After digging a bit deeper and cleaning the registry up using CCleaner the issue related to some redundant software she had deleted but not fully un installed properly was at fault. Once the software was completely un installed and removed from the registry when logging off windows didn't hang or pause at the same point as before. We managed to get the laptop back next day and our customer was very happy. This issue usually relates to software conflicts that are preventing the computer from shutting down properly and should be the first thing to look at if you are having a similar issue.
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