It sounds like they shouldn't have "upgraded" to Windows 10. If the device was working under the old OS, they should have left it alone. I don't think the upgrade is reversible. The best fix I can advise is to get another laptop which runs Windows 8.1, download another version of VXElements, and install it. Alternatively you might check with Creaform tech support to see if they've got a version that works with Windows 10.

Andrew Werby
www.computersculpture.com