Hi Nona,
I send you an Email that should solve your problem for now, but I really have no idea what the original problem is. I strongly want to find out. Can you please help me with this in the following way:
I would like to connect to your computer by Teamviewer. In addition it might be easier for us to talk via skype during this session.
I know I ask for much, but I’m very interested in solving this problem.