Hello! My name is Sandy.I'm reviewing your question now, and will post back with your reply momentarily.
May I connect with you remotely (over secure network session) to check/fix the issue directly?
Secure Remote support($14) can save a lot of time. I will fix the issue while you stay in front of your computer. It is 100% safe and secure.
We have fixed millions of computers over remote session and have an A+ rating with the Better Business Bureau websitehttp://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403
If you wish to choose Secure remote session or Phone support(live discussion via phone), please click Accept this Offer/Get extra help offer sent by me.
Else, we can continue in the question and answer session, but I will need to ask a number of other questions and try and walk you through some steps.
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And if you can take a second to rate my service(-OK or more -by clicking stars at the top of the page and choose submit), that would be greatly appreciated.