Hello and thanks for your question.
What is the operating system of your computer?
for eg: windows 7, windows 8 etc.
Would you like me to remote in your MAC and work on the issue directly?
Please click the following link to download team viewer:http://tinyurl.com/q7dwcks
Save the file first, then open it up. You will be provided with an ID and password, reply back with the same.