Whenever you contact anybody about a computer issue, be prepared.  There are so many different factors involved in the slightest query and without this detail a proper diagnosis and solution may not be possible.  So, here are some useful tips:

• explain who you are, what your skill level is and the broad nature of your problem
• know the type of hardware (make and specification/model) and software (name and version)
• describe the circumstances that this occurs under
• is it repeatable, is it consistent, have you tried it on a different machine
• find out who you are speaking to
• if possible follow their instructions whilst you are on the phone
• if not take their name and a reference and ask what you should do if their 'solution' does not work
• if you are getting nowhere, contact Virtual Riders and for a reasonable fee we will act on your behalf