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Bryan
Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 11640
Experience:  8+ years of professional support for tech-related issues, including computers, email and software.
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Unable to open e mails with new laptop

Customer Question

unable to open e mails with new laptop
Submitted: 11 months ago.
Category: Email
Expert:  Bryan replied 11 months ago.

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.

Customer: replied 11 months ago.
plusnet and yes connect remotely
Customer: replied 11 months ago.
Expert:  Bryan replied 11 months ago.

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:

https://ja.screenconnect.com/?Session=31b9195e-c404-42e5-a285-854a5231e48e

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.

Expert:  Bryan replied 11 months ago.

Please follow the directions in my above reply to download and run the remote file - and we will be connected. Thanks!

Customer: replied 11 months ago.
my laptop is a lenovo g50 and obviously have upgraded from windows vista to windows 10 and appear to have made a mistake trying to rectify different problems.
Expert:  Bryan replied 11 months ago.

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:

https://ja.screenconnect.com/?Session=31b9195e-c404-42e5-a285-854a5231e48e

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.

Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 11640
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Bryan and 2 other Email Specialists are ready to help you
Expert:  Bryan replied 11 months ago.

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:

https://ja.screenconnect.com/?Session=31b9195e-c404-42e5-a285-854a5231e48e

Thank you.

Expert:  Bryan replied 11 months ago.

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:

http://www.justanswer.com/remotedesktop/join.aspx?Session=fc257621-7488-4620-9e53-b731a90f9c41

Do keep me posted; thank you.

Expert:  Bryan replied 11 months ago.

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.

Expert:  Bryan replied 11 months ago.

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:

https://www.teamviewer.com/

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.

Thank you.

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