Hi Jim. Welcome to justanswer.
Can you opt for Secure Remote Assistance so that I can solve the issue by accessing directly your system?
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.
Click the blue text which says Click Here and then open the file which gets downloaded on to your computer
Are you using Mac computer or Windows computer?