Hello there, @suzanne5202. 

As much as I wanted to help you get through the struggle you've been dealing with right now, however, I will be needing more information about your issue for me to be able to have a broader view of your scenario and provide you with an appropriate solution. 

What product are you currently using? Did you also receive an error message? You can include some screenshots but I would recommend filtering them to cover any sensitive and confidential information. Any additional information will be much appreciated as this will allow us to see your situation from your perspective. 

I'll be keeping an eye out for your reply and as always, I'm willing to give out some more information if you have more questions. You can tag me in this thread and I'll get back to you the soonest.