I'm sorry about the issue. Is there any error or message?
Can you please click on Start, then click on Control Panel, then open System... and confirm you have Windows XP (or windows vista or windows 7, 8 or 10, etc.)?
Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,
Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you,