Hi, I'm Mr.med. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.
What is the version of your Windows (7, 8 or windows 10)?
Ok, Would you like me to set up a remote session (NO extra charge), which will allow me to connect directly to your screen and assist you better with this issue?
Please open up the following link: http://www.justanswer.com/remotedesktop/join.aspx?Session=559de229-fb8e-4f6d-bf81-eda6ef2d5a30
Join the session, then a remote file will be downloaded.
OPEN/RUN the remote file from your downloads (press CTRL + J to open up the Downloads window).PS - If we are not connected in five minutes, please reply back to me below.
Yes I will fix this without any extra charges :)
Are you there please?