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Can you opt for Secure Remote assistance so that I can have a look at the real issue?
Are you using Windows or Mac OS X?
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.
No monthly subscription. Just this request and you will not be charged any further
Did you open the downloaded file? If you are not able to find then press Ctrl j on your keyboard and open the first file (Elsinore.screenconnect) that you see on the list