Thanks for contacting JustAnswer.com
I am Joseph Seth Merrick, a Computer Expert with JustAnswer.NB: JustAnswer is an independent support site -- we are *unaffiliated* with GeekSquad.
If you're a subscribing member to GeekSquad -- in particular, if you need someone to come out in-person (I can't do that, unless you're in Portland, Oregon) -- then you should probably contact GeekSquad directly....
I'm unclear if you thought this was GeekSquad?
BTW- all that being said:
If you *don't* need someone there in-person, then it's quite possible I can help you troubleshoot this remotely.
I just wanted to be clear on what your expectations were, and that we're on the same page, before we get started.