Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.
When was it working fine earlier?
How old is the computer?
we need to do a couple of steps so please let me know when you could be online.
what time zone are you in please let me know. Thanks.
What time do you prefer to be online?