Hi Ingrid0000,
Please understand that the volunteer Community Members are not the same as Tech or Customer Support so we are limited to sometimes just taking a guess. Sounds like you have tried some of the basic troubleshooting steps which is great. There may be one more thing to try - assuming you have a router which connects to the internet, you may want to reboot it - there's a few ways this can be done but, the easiest way is to unplug it from the power, wait a couple of minutes and then plug it back in. Give it another few minutes to boot up - doing so will refresh the router. This has worked for us when ever our network acts a bit strange like a web app or graphics not loading properly or a device not connecting, etc. Note, it's just an option and there's no guarantees and I'm not Tech Support so it's just a suggestion. If you're uncomfortable with the suggestion that's fine, don't do it. Your next step would be to contact Tech Support for assistance so they can look at their side.
