We'll take it from here.
In order for us to take a closer look at the situation, please download the Remote Support Program so that we can remotely view and control your computer.
Step 1: Download the Remote Support Program
2. Call your regular technical support line for your product
3. The support representative will ask you to download the Instant Support application
4. Once started it will display a 6 digit number
5. Give this number to the support representative
6. The support representative will use the number to create a support session where they will be able to see your screen and work with you to fix your issue or address your question