Keyboard letters give different outputs

[king1]

just the usual eng/uk @/" thing is all I see. Once i had a chap who couldn't log in saying password was wrong, but that ended up being he had left the PC with a french KB language on iirc.

I would say in your case, once is a glitch, and if it happens again tell him to bring the laptop back without turning off or rebooting, at least then you can check the settings while it is faulting...