I will be the person helping you today.
I can see that you may need a little bit of extra help as this issue has several possible culprits. Remoting in will allow me to locate the problem and fix it.
May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Once the remote session begins, we will be able to communicate via a chat window on your computer.