Hi my name is ***** ***** I can assist you. Would like to me to remotely connect to you for a small extra charge or would like me to try to walk through the process through chat?
Try this process below and let me know if there are any differences on your system.
This is a general instruction but every PC is different. I'm sure we can work through the process if you give it a chance. Otherwise I can cancel the question.
Do you have access to your old laptop?
I have not heard back from you in a while -- If the issue is resolved, please rate our session as 3 stars or more and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.