Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
you account login must have admin rights to get into the admin file and make any changes on the computer like upgrade or install files.
you must be getting additional service offer however if you do not want to avail that is absolutely fine. We can continue for the chat session which you have opted and paid for. Let me know your time zone so that we can be online same time tomorrow and can continue working on the issue and fix it.