Hi Brian. Welcome to justanswer.
Are you getting any error?
Brian it has been over a month and that's why the previous request has been closed. I need to access your system to check what exactly is the issue. I will drop the charges for remote assistance to the minimum. Let me know if you can accept it
Once you click this link below on your computer(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.