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My name is***** am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.
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It would be easy if we can start a remote session as it helps to view your desktop and can work with you in real time.
If you don't mind please download and install tool from below link
1: Click Above link
2: Click I Agree button
3: CLick Download
4: Double click downloaded file to run
Is issue resolved?
I shall request for refund then.
Thanks for contacting JA