Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
Did this file come from a trusted source? Someone you know? And did you know the file was being sent you before it was sent?
Also, what format is the file in?
Also, would you like me to connect to your computer from here and work on the issue directly on screen? If so we can set this up via a secure remote assistance session. That session is guaranteed meaning if I cant help you then you will be entitled to a full refund of all fees.Otherwise, I can try and assist you via written support alone. Let me know how you'd like to begin.
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.
My apologies for the delay.
I tried to accept your request for a secure remote connection ( screen sharing ) and it said payment failed. This sometimes happens if your bank or credit card company blocks the transaction and a quick call to them will usually lift the blockFor further information you can call our customer service department.1.***-***-****In the meantime I am sending the remote connection offer back to you to be approved when you are ready.
If you dont want to try remote support, then I can guide you via written communication.
The file itself in dropbox, what format is the file in?
I understand, Theres no way I can help you with written support, when you did not read or answer my questions, especially the most important one about he file format.
Since you asked for a refund, the link below will be of interest to you.