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My name is***** am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.
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What version of Windows does computer have?
(Win 7 / 8 / 10)
Are you there
Can i start a remote session so that i can better troubleshoot and can work with you in real time
Ok, please accept the offer
Please download and install remote tool from below link
1: Click above link
2: Click "I Agree"
3: Click "Download"
4: Double click downloaded file
Let me know once the tool is run or if you have trouble running the tool