Hello & Welcome to JustAnswer.
Thank you for your question. I will do my best to assist you.
May i connect with you remotely to troubleshoot the issue directly? Thanks
There is an option on your screen to accept the offer of remote service. Once you accept the offer of remote service, i will then connect with you.
Please click the link below and run/open the downloaded program:https://secure.logmeinrescue.com/R?i=2&Code=724262