Hello and welcome to justanswer, My name is ***** ***** i will be assisting you today,
I'm sorry about the issue, Would you like me to set up a remote session (NO extra charge), which will allow me to connect directly to your screen and assist you quickly with this issue?
JustAnswer charges a fee ($18) to post your type of question to Computer Experts (you only pay if satisfied), Let me when you are available
Your current charge is $18, do you want to continue or to cancel this service please?
If you want to continue, Please download Teamviewer from : www.teamviewer.com once you install it please run it. It will give you an ID and a password. Please tell me the ID and the password ***** i can open the PDF file for you.
Important : Do not close teamviewer