Hi Jane,
This excellent User Tip By John Galt will help you to tell us what we need to know to help you.
Writing an effective Apple Support Communities question
Step 2: Provide specific details
It's important to include your OS X or iOS version. To find out what yours is go to your (Apple) menu, and select About This Mac... It will appear direclty beneath the big, bold OS X text. An example is Version 10.8.5. For iOS devices, tap Settings > General > About. Scroll down and read the number next to Version.
Including that information in your Profile is very helpful. Enter or modify your product profiles by clicking your ASC user name (see Appendix).
Just as there are many Mac models with several major OS X versions, there are many software versions. If your question relates to using a particular software product, include its version number.
Regards,
Ian.