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Hello Sylvia! 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, or mac computer?
Can we do a remote session, so we can chat, and I will be able to help you directly?Edit: Please let me know if you still need help with this. Thank you,