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I am sorry to hear about that problem. My name is***** am a computer expert with 17 years of experience and I will be trying to help you as good as I can.
I had that issue myself in the past. May I remotely connect to your computer, so that I can directly analyze and resolve the problem for you while you can relax and watch me doing it on your screen? This is a very safe option too, because JustAnswer is a A+ accredited business with the BBB, you will be watching your screen and we will chat there as well, so that you will always know what I will be doing next while fixing the problem.
Thanks for your patience and best regards,
No, all good, I have just sent you an offer for the assistance and we can get going once you have accepted it. Thank you very much.