Hi Robert. Welcome to justanswer.
Which OS are you using?
Can you specify the brand of your camera?
Download this driver from this link and install the software on to your computer.
CLICK HERE TO OPEN and click the green button on right side which says DOWNLOAD NOW
Can you start the remote assistance session so that I can have a look at the issue
Once you click this link below(CLICK HERE)A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.
You have not started the session yet. Check your downloads and open the file Elsinore.screenconnect