Problem with A.V.A

My friend has got an error. He have A.V.A installed just like me ! But he have an error with the Game Guard. I dont have any errors and I play every day but he cant ! I will say you what the game guard says :
In order to analyse the problem in your PC we need the ERL files bla bla bla...
I will say you everything BUT PLEASE HELP ME !!!!!!!!!!!!

Is he using hacks?
Re-install

i dun know, ijji fails...

the thing that ALWAYS works is re-installing your OS with win vista/7 Ultimate x86 OEM, so windows 7

1. He doesnt have any hacks or cheats ... And he have been re installed the game 2 or 3 times i thing .
2.I dont know how to post a screenshot but I have
3.He has windows 7 64 mb

1. Check if his computer reaches the reqiurements;
2: the "Print Screen " Button..its like "PrtSc"