Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.
Push and hold down the power button for 30 seconds on the computer and it will shut down. Wait for 3 mins and then power it back on.
let me know how it goes.