Hello and welcome to justanswer, My name is ***** ***** i will be assisting you today,
I'm sorry about the issue, Would you like me to set up a remote session, which will allow me to connect directly to your screen and assist you quickly with this issue? if we cant help you solve the issue you will be entitled to a full refund.
it will cost you 36$ and it 100 % secure
If you still need help please reply back to me
You are welcome.