Ok, I'm going to make a suggestion here, that may make things easier.
There is a program called "Teamviewer", that you can download from the link below.
Once installed, you can PM me your ID and password, and while you sit in front of your computer, I can connect in and look at things, try to fix things, etc. All with you in front of it.
And, if you want, you can talk to me via Skype or phone (which ever is easier), while I work. I can give you my skype name or phone # via PM if you like.
Note: Kill Cancer to Reply via e-mail