Hi Jeanne,
Welcome to the Microsoft Community.
I’m sorry for the inconvenience caused. I would appreciate if you can provide us the following information to help us understand the issue better.
- Are you getting any error message? If yes, what is the exact error message?
- Are you logged in as administrator or local account?
- Are you using any proxy connection?
- Do you have any security software installed on your computer?
Do get back to us with all the information required and we will be happy to assist you.
- There are no error messages.
- As Administrator
- no proxy settings
- I have Avast Antivirus and Malwarebytes