Welcome to Justanswer.com, my name is ***** ***** I will do my best to assist you.
First, lets start with the version of mac osx you have on your mac, you can check as follows . Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.
Also, would you prefer to have me connect to your mac from here and work on the issue directly, or do you want me to try and guide you through the steps via written support only?
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.
Ive sent the offer for remote support.. That offer is guaranteed meaning that if I cant fix the issue. Then you will be entitled to a full refund of all fees.
Once that offer is clicked and accepted, I will send the connection steps next.
Your reply came in right after I sent the last reply.. You asked for me to connect directly, so I sent the offer as you requested and replied to let you know I had done so.
Then, you said you wanted me to send you written steps, and 1 minute later said thank you anyways.
Before I take the time to write out the needed steps, do you want to continue with written help or not?