I will be the person helping you today.
I can see that you may need a little bit of extra help. Because the culprit behind such a case can be one of several.
May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Once the remote session begins, we will be able to communicate via a chat window on your computer.
The $45 is extra for the remote session. I am sorry for the confusion. I have an idea; may I remote in at no charge and show you how to fix this?