How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Andy Your Own Question
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
Type Your Computer Question Here...
Andy is online now
A new question is answered every 9 seconds

I cannot get into my current email. I tried, late at night

Customer Question

I cannot get into my current email. I tried, late at night on the 13th, to get a Pollo Loco app and am having trouble ever since. A grey rectangle keeps appearing on the screen every few seconds and keeps me from getting access to my email. Please cancel this app and give me peace of mind. I am 85 years old and do not understand computer language.
JA: What's the make and model of your machine? And how long has the screen been an issue?
Customer: My computer is an old Microsoft windows, and this problem started when I tried to get an app late Tues, evening.
JA: Have you installed any updates recently?
Customer: No. Please help me get rid of this grey rectangle that keeps appearing on my screen and stops all action. My computer is an XP 2007.
JA: Anything else you want the computer expert to know before I connect you?
Customer: Yes. The rectangle box that appears constantly is called It has a gold key and blue diamond design in the left corner. It requests my user name and password.
Submitted: 1 month ago.
Category: Computer
Expert:  Richard replied 1 month ago.

Hi there and welcome

In which program on your computer are you trying to access your emails?

Please let me know

Thank you

Customer: replied 1 month ago.
Just my regular daily gmail
Expert:  Richard replied 1 month ago.


Which program though on your computer are you using to access Gmail?

Customer: replied 1 month ago.
I have a doctors appointment now. can I reschedule another appointment with you?
Expert:  Richard replied 1 month ago.

Yes, just send me a message here please when you are ready to continue

Thank you

Related Computer Questions