Thank you for contacting JustAnswer.com, my name is ***** ***** I will be more than happy to assist you with your support request.
To provide better support for you in this matter, JustAnswer.com offers Secure Remote Assistance sessions, where I as your Technical Support Expert, would be able to view your screen and guide you through steps on your computer, in order to help troubleshoot and resolve the technical issue, or request you have.
Additionally, and per your approval, if you find it necessary, I can also take control of your mouse and keyboard functions (in the session only) and work to fix the issue for you.
If you find this acceptable, please feel free to reply back to this post and let me know.
However, if you prefer we continue in this chat session to work on troubleshooting your issue, please let me know.
Thank you, ***** ***** forward to your response and helping you with your request.