My name is***** am sorry to hear that you are having this issue.
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.
I will send you the info.
You can go to Teamviewer.com on your computer, then click on the Download button and allow the remote session to download and run > then reply here with the 9 digit access code and password.
no problem. Take your time.
okay,thank you. Give me a moment please.
yes, thank you for you patience.