Hello! My name is*****I am a certified computer professional who will assist you with the problem you described.Please tell me if you are using a Windows or a Mac computer?I am awaiting your reply.Thanks,IT Miro
OK. I apologize, but I am currently in a remote session with another customer, and when I am finished, I will get back to you.
I will send you a new message here.
I hope you can wait!
I believe your computer is missing the video codecs. You can install a free program called K-Lite Codec Pack. Here is a direct link:
Install it using recommended options. You will also get a new player called Media Player Classic that is able to play all video and audio formats. You can play the imported videos with it, or you can continue using the previous player.
In case the codecs doesn't solve the problem, I will connect with you using a remote session when I am fully ready.
See if you can install the codecs I recommended. You should then be able to see the picture properly.
If I don't make it by 9am, we can continue later.
Hello! Sorry for not responding earlier. I was involved with another customer and it took more time than I expected. It looks like I was the only Computer Expert on-line this morning. That is why no one has responded to you earlier.
As far as your problem goes, you mentioned that you get no picture, only sound. That is why I suggested installing the video codecs. The importing process stays the same.
Anyway, let me know when you are available again so we can establish a secure remote assistance and I help you directly.
Hello again!If you still require assistance, let me know when it is the best time for you to continue.Regards,IT Miro
I will send you the instructions on how to establish a secure remote assistance so that I can check the issue myself and help you directly.
Here are the instructions on how to establish a secure remote assistance:Please click on the link below to download a secure remote assistance program.http://www.justanswer.com/remotedesktop/join.aspx?Session=10e5d7c9-2031-4630-98b9-bc09d78904c1When a new web page opens, click on the green "I Agree" button, and run the downloaded file (named Elsinore.ScreenConnect.Client) by double-clicking it. Permit the connection if asked so that I can connect. We will then be able to chat as well.
All the problems have been successfully solved via secure remote assistance.For any other issue, feel free to contact me again. Here is my JustAnswer profile page where you can ask any computer-related question in the future to request me directly:http://www.justanswer.co.uk/computer/expert-it-miro/Regards,IT Miro