To ensure we are working from a clean slate, please click the following link to close all your Microsoft accounts as this may be causing a conflict: https://www.office.com/estslogout
Then please close any open browser windows.
Clear your cache with these specific instructions:
Open a browser window, hold down these three keys on your keyboard: CTRL Shift Delete and this will bring up the menu to perform the action. When the menu box appears be sure and select the TIME RANGE option: ALL TIME. Then select the CLEAR DATA button. After it is complete, close your browser and reopen it.
