Hi Barb, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
Are you using a Windows computer or a Mac?
Can I remotely access your computer using our Secure Remote Assistance program so that I can directly check and do all the required procedures for you while you watch your screen?Please let me know by replying to me here so that I can help you further.
Thank you for writing back and sorry for the late reply. Thank you for your permission to use Secure Remote Assistance.
Secure Remote Assistance is an optional additional service offer with a minimal one-time flat fee ($15) regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.
Please let me know if you want this remote option.