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Hello and welcome to justanswer. My name is***** will be assisting you today. I am sorry to hear that you are having such trouble.
What version do you have?
Hi, my name is***** will try my best to help you with this request.
Lets try a remote session using teamviewer so I can check the problem.
To download teamviewer go to this link.
After installation, open it and give me the ID and password *****