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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.
To get started, I need to know what type of computer you are using, a Windows XP, Vista, Windows 7, Windows 8, Windows 10 or a Mac.If its a Mac, please check the OSX version as follows, Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.
Also, would you like me to connect to your computer from here and try and work on the issue directly?
My apologies for the delay.
Do you have a number I can call you at? Also, below is the connection steps.
To start the connection, please click this linkhttp://www.justanswer.com/remotedesktop/join.aspx?Session=b5b08af6-3b76-4f1b-9d4a-e07b27ccb0baOn the next page, scroll down and click the agree button.. It should then ask you to save or run the elsinore screen connect file. Run it, and then when it asks you to allow it, do so. That will connect us.If you get stuck completing the above steps try them again, and if you still cant connect send a reply and let me know what web browser you are using, so I can give you specific steps on how to connect.Dustin S