Support Call: Please use the Queen’s English

This end-user’s got an English name, so I’m going under the assumption that his first language is English. That said, I’ve no idea how to help him:
“I had a problem and your support person help me I reinstalled it and it worked for weeks now the Icon will not show I the box to load when signing on is check it worked all this time.”
Hmmm, so I guess the problem is solved, then?

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