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Welcome to Justanswer.com, my name is ***** ***** I will do my best to assist you.
Many times, the easiest, fastest and least frustrating way I can assist you is through a secure remote connection. This will allow me to temporarily connect to your windows 10 computer and make sure that the program is downloaded, installed, and working properly. I am sending that offer to you now.
Once accepted I will send the connection steps. Or if you would prefer written support only, reject the offer and send a reply and we will get started.
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.