Problems restoring iPad. Forgotten Password

I have trouble restoring an iPad, this is basically how I don't have the passcode:

A family member recently asked for my help restoring her iPad. She bought one a few months ago and asked her granddaughter to help her set it up. Well, when she set it up, the granddaughter set a passcode, and apparently didn't say what the passcode was. Now (for personal reasons unknown) are not in contact at all, and so she can't ask her. So when I saw the problem, I agreed to restore it to its original factory settings....Easy right?...No.

So now my issue. I have gone though all the steps on the apple support sight to restore using recovery mode. Before this my relative tried to guess the passcode, and so now she won't dare try again, because the timer reached an hour.

When I plug the ipad in, it attempts to download software (4/5 hours remaining). After waiting for ages for that I get this message: "iTunes could not connect to the iPad “iPad” because it is locked with a passcode. You must enter your passcode on the iPad before it can be used with iTunes."

I'm really confused and frustrated. This happens each time I try to restore it. Any help?

Thanks