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Hello Tina! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.I'm sorry about the issue. Do you have windows xp, vista, or 7, or 8?Can I connect remotely to your computer, so I can clean up / speed up your computer directly on your computer together with you?When you are available, please reply back at the box below to continue. Thank you,