Hello and welcome to justanswer, My name is ***** ***** i will be assisting you today,
What is your operating system please, windows 7, 8.... or mac?
Would you like me to set up a remote session , which will allow me to connect directly to your screen and assist you quickly with this issue?
Please downlaod teamviewer from this link : www.teamviewer.com and run it. It will give you an ID and a password. Please tell me the ID and the password ***** I can connect to your desktop and fix the problem remotely.
Note : Do not close teamviewer
My goal is to provide you with excellent service today.If you have a moment please rate my service by clicking on one of the faces below, positive ratings are appreciated.