Hello and thanks for your question. I look forward to assisting you today with the best answer possible.
Would you like me to remote in and work on this issue directly?
Yes, I am preparing the remote link for you.
Please click this link: http://www.justanswer.com/remotedesktop/join.aspx?Session=6762cf2f-06eb-41aa-84bf-54d1c445d2b7
Then click on "I Agree"Then download and run the Elsinore Screen Connect.