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Hello Howard! Thank you for your question. I will be assisting you today.I'm sorry about the issue. What happens when you try to reset? Is there any error or message?Is there any error or message? 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?Please reply at the box below. Thank you,