Hello. My name is ***** ***** I will be assisting you today. Can I remotely connect to your computer, so I can troubleshoot this issue with you?
It's an additional service, ignore it. Please go here to connect me; http://www.justanswer.com/remotedesktop/join.aspx?Session=cd30bef0-6587-4e27-9b54-d5d48e9cab27
Checking in to see if you still need help with this issue, if so please reply at your convenience.