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Hello, welcome to JustAnswer my name is ***** ***** I'm one of the experts who will be assisting you today.When did the problem start?May I start a remote session so we can work on the problem together from your computer?Please reply using the box below.Regards,Martin
That's okay, if you want I can connect to the other laptop and fix it for you now - are you on a computer right now or another device like an iPad or iPhone?
See if you can go to www.justanswer.com from your laptop and log in then click on My Questions (on the top right) and click on your question so you can send me a reply from the laptop.