My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
The best option will be to use a secure remote screen connection to troubleshoot the issue/ It will require downloading a screen connect app to get us started. Will that be okay?
You can reply to me here by typing in the box below please.
Hi Brian, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
Do you still need help with this issue? Without remote access, I can provide you procedures or walk you through the process.Please let me know by replying to me here so that I can help you further.
Sure. We can resume with this tomorrow. But since we are in this chat mode, I can send you the answer/procedures now, and you can try them any time when you are available, and let me know tomorrow if it worked. Will that be okay?
Thank you for writing back. Are you saying you are ready to proceed right now?
You're welcome, Brian. I am glad that the issue is now resolved.
Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.