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Hello and welcome to justanswer, My name is ***** ***** i will be assisting you today,
Please accept my condolences for your recent loss and I'm sorry about the issue, what version of windows do you have please? (xp,7, 8 or 10)
Please try this :
let me know if you need any further help and i will glaldy continue to help
Has everything worked out, do you still need help please?