hello and welcome to justanswer, my name is ***** ***** i will be assisting you today,
I'm sorry about the issue, Would you like me to set up a remote session (NO extra charge), which will allow me to connect directly to your screen and assist you quickly with this issue?
Please download Teamviewer from : www.teamviewer.com once you download it please 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
are you there please?