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Hello Phillip! 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 8.1, or mac computer?Can we do a remote session, so we can chat, and I will be able to help you directly?Edit: It looks like you are not there; when you are available, please reply back at the box below to continue. Thank you,