Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. I cannot see clearly the reported problem based on the 2 screen shots you provided. I suggest that we use our Secure Remote Assistance offer so that I can directly check and fix the problem while you watch.
I will now send the formal additional service offer of remote access. Please accept it so that I can create our remote session. After accepting it, you will then receive the procedures to join me in the remote session.
Please let me know by replying to me here so that I can help you further.