My name is***** will assist you.
I am sorry to hear that you are having this issue.
What is the email address please?
Do you still need help with this?
You can reply to me here by typing in the box below please.
I will be glad to assist you with this.
The best option will be to use a screen connect remote session so that I can connect to your computer directly and do this for you.
Let me know and I will send you the info.