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Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
Speaking of your laptop, is it a windows PC or a mac?
Also, I tried to accept your secure remote assistance request and it said payment failed. If you prefer, I can connect now and if were successful in fixing the issue we can handle the 39$ fee afterwords, otherwise you would be entitled to a full refund of all fees if I cant solve the issue.
How do you want to proceed?
Those fees cover the base fee for written support. Id be willing to connect remotely for roughly half the normal fee, 25$ instead of 39$. If im successful in fixing the issue, then we can worry about the extra fee then, other wise, youd be entitled to a full refund of all fees.
Do you want to go ahead and get connected?
Ill have to connect to you tomorrow, if you are avaialble.
What would be a good time for you?
Hello again, I never heard back from you, did you still want help with this issue, if so please respond and I can either assist you over the phone, or connect to your computer directly or just work by email.
If my suggestions fixed the issue, please remember to click and submit a 5 star rating as thats the only way I am credited for my time and effort in helping you.
If you no longer want help please respond so I can send you the refund link.