Since the environment of each PC is different, we need the tool to get the information about your system and the operation of our program. Without the required information, we can do little to analyze the issue or further help you. Your understanding is highly appreciated and it would be much better if you can follow the steps in the previous email to get the information.
Please download > double click to run this tool on the problem PC > click 'Save report to Desktop' > find db_info_YYMMDD.zip on your desktop > send us the zip file.