Welcome to Justanswer.com, my name is ***** ***** I will do my best to assist you.
To get started, I need to know what type of computer you're using.
Windows XP, Widows Vista, Windows 7, Windows 8, Or a Mac.
If it's a Mac, please check the OSX version as follows.
Click the apple sign at the top left of your screen, then click about this mac. And then where it says version, send that to me as a reply.
Also, would you prefer to have me connect to your computer via a screen sharing session and try and work through the problem directly, or do you want me to try and guide you via written support only?
Thank you for your response,
Senior Technician and Network Switching Systems Operator / Maintainer.