Hi, I'm Mr.med. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.
I'm sorry about the issue, When did this start please? are using a windows or a mac computer?
Please try each step in the link below, one at a time, in order. If one solution doesn't work, move on to the next :
Let me know if you need further help
Has everything worked out, do you still need help please?