Hi, and thank you for asking your question.
Who's your email provider, e.g. Gmail, Hotmail, etc.?
May I connect with you remotely to troubleshoot the issue now?
Please reply back using the box below; thank you.
OK; let's get started with the remote session now. Please accept the minimal remote offer on your page, and then open up the following link:
On the page that opens up, click on the arrow next to "Join session."
Follow the on-screen prompts to download and open/run the remote file, and we will be connected.
Please follow the directions in my above reply to download and run the remote file - and we will be connected. Thanks!
I see, no issues. Let's get started with the remote session now. Please accept the minimal remote offer on your page, and then open up the following link:
Thank you; please follow the steps in my above reply to download and open/run the remote file, and we will be connected. Here's the remote link, once again:
Hmm; we are still not connected - if you are having any issues with downloading/running the remote file using the link I provided above, please be sure to reply back to me below.
Also, I have included an alternate remote link for you to try as well, as follows:
Do keep me posted; thank you.
We are still not connected; could you let me know if you are using Internet Explorer, Edge, Firefox or Chrome as your browser?
Please note that I'll ONLY be able to assist you further once you reply back to me below.
It looks like you are still having issues with downloading/running this remote file, so let's try using a different remote tool now.
Please open up the following link:
Download and install the TeamViewer program, and then open it up. You will be provided with an ID and password; reply back to me with that ID and Password, and I'll connect in. Please make sure to leave the TeamViewer window open as well.