Hello and welcome to justanwer, My name is ***** ***** i will be assisting you today,
I'm sorry about the issue, please download Teamviewer from : www.teamviewer.com once you download and installit 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.
Imporant : Do not close teamviewer
are you there, do you still need help please?