My name is***** am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.
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Since you are not familiar with computer, i suggest to have a remote session so that i can connect your computer and can work with you
You may please download and install remote tool from below link
1: Click Above link
2: Click I Agree button
3: Click Download
4: Double click downloaded file to run
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