Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
So I can help you with this issue, lets decide how we want to work through this. I can either connect to your computer from here, and isolate and resolve the issue personally, onscreen.
Or, I can try to guide you via written communication and then you would carry out the repairs I suggest.
How do you want to get started?