My name is ***** ***** certified professional with over 10 years experience. I will be glad to assist you with this.
I am sorry to hear that you are having this issue.
I can check on this for you with a Secure Remote Screen Connect Session. Please let me know if you would like to do that and i will send you the info.
I can help with this issue if you still need help. The distance will not effect our communication or ability to solve your issue.