We may ask to see a screenshot of your computer in order to debug. If you are unaware of how this is done, here's a guide:
Screenshots in Windows
There are two ways to take a screenshot on a Windows PC.
1) Press the "Print Screen" or "PrtScr" button on your keyboard and this will take a snapshot of what is currently displayed on your screen. You can then paste this image into an email to be sent out or an image editing programme ("paint" for example) if you wish to save it.
2) If you have Windows 8 or 10 you can "Save a full-screen screenshot directly to a file" When you press the Windows key + Print Screen key, you will save a full-screen screenshot directly to the "Screenshots" folder in your "Pictures" library as a .png file, ready to be used.
Screenshots on a Mac
You can take screenshots of your whole screen or just part of it. Screenshots are saved automatically to your desktop.
To take a screenshot of your whole screen:
1) Press Command (⌘)+Shift+3.
2) Find the screenshot as a .png file on your desktop.
To take a screenshot of part of your screen
1) Press Command (⌘)+Shift+4. The pointer changes to a crosshair pointer.
2) Click and drag to create a square around the section of the screen you wish to screenshot.
3)Let go of the mouse button and the screenshot will be saved to the desktop as a .png file.