I'm sorry about the issue. When did this issue first occur?
Do you have windows xp, vista, or 7, or 8, 10, or mac computer?
Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
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Was there any change recently to your computer that may have caused this issue?
Please let me know when you are available for troubleshooting this issue. Please reply at the box below. Thank you.