Hi, and thank you for asking your question.
Are you currently replying to me from the Windows 10 computer?
If so, may I connect with you remotely to troubleshoot the issue now?
Please reply back to me below; thank you.
Please accept my apologies for the delay - I came back on just now, and will be available throughout the day today. Do leave me a reply when you are available next, and I'll set up a remote session and assist you further. Thank you.