Hello and welcome to justanswer, My name is ***** ***** i will be assisting you today,
I'm sorry about the issue, what is the version of you windows operating system please? Can you give me a slightly better description of what you'd like help doing so I can assist you better?
Would you like me to set up a remote session (NO extra charge), which allow me to connect directly to your screen and assist you quickly with this issue?
Please download and install teamviewer program from : www.teamviewer.com once you install the program, it will give you an id and password, please tell me the id and password ***** i can connect to your computer and fix this issue for you
Important : do not close teamviewer
are you there please? do you still need help?
has everything worked out please?
Please run again teamviewer and send me your new password
has everything worked out please? do you still need help?
Please let me know if you need any further help