Thank you for contacting the Computing Help Desk. As a first step toward helping you resolve your problem, could you please provide the following information:
Do you use a Mac or a PC?
What version of the operating system do you have (e.g., OS 10.9, Windows 7)?
Do you get any error message?
If so, what is the exact error message you are seeing?
If you can provide this information, it help us troubleshoot your issue better. Be sure to mention your ticket number, which can be found in the subject line of this email message. Thank you!