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I'm sorry about the issue. Do you have windows xp, vista, or 7, or 8, 10?
Can we do a remote support session, so I can troubleshoot the issue directly on your computer together with you?
Please reply at the box below. Thank you,
Mark, Hi there! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows, computers, phones, tablets, and printers. I'm sorry that you're having this issue. It would be my pleasure to help you resolve this. Can you tell me that last part of your email address please (just the part after th @ sign) ?
Mark do you still need assistance?