I can help you by remote.
OK using the computer that has the issue, go to the link below and click on Join your Session then select Download and allow the app to run, then look for my messages on your screen: http://mikethemacmedic.com:8040/?Session=3d93746d-f96b-4ffd-83ef-b9bb1470f587
Did you download that app and run it?
I don't see it are you sure?
OK got it
I'm having a lot of trouble connecting is your internet slow? Please restart the computer then re-open the ScreenConnect app.