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Hi there and welcome
This is within Google Chrome Correct?
If so, then click on the three bars in the top right and click Settings.
Then click on Show Advance Settings.
Click Clear Browsing Data, make sure all boxes are ticked, choose from the beginning of time then click clear.
This will clear it.
I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
Else let me know the results please.