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Could you please provide the following details
Is it running on windows 10 operating system ?
Are you using a Microsoft online account or normal user account to login to windows 10?
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Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.
When you are ready to continue, please reply back to get started with what version of windows you have, 7, 8 , 10?