Hello. My name is***** am a computer professional with over 15 years of experience with both Mac and Windows. I'm sorry that you're having this issue. It would be my pleasure to help you resolve this.
Would you consider allowing me to connect remotely to your computer to work on this while you watch? It woudl be the fastest and easiest way to fix it and I will offer this service at no additional charge. Please ignore any offers that are sent automatically.
Thank you! Please click the link below:
On the page that opens up, click "I Agree."
Download the remote file when prompted, and then OPEN/RUN the "Elsinore Screen Connect" file downloaded (at the very bottom of your browser window, usually in the left corner.)
I'll then be connected.
Please let me know if you have any problems.