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Hi, I'm Sandy and I look forward to help you today.I'm sorry about the issue.
Optional:May I connect with you remotely (over secure network session) to check/fix the issue directly?Secure Remote support($14) can save a lot of time. I will fix the issue while you stay in front of your computer. It is 100% safe and secure.
We have fixed millions of computers over remote session and have an A+ rating with the Better Business Bureau websitehttp://www.bbb.org/greater-san-francisco/business-reviews/professional-services-general/justanswer-in-san-francisco-ca-82403