Hi Jennifer, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Are you using Windows 8 or 10?
Please let me know by replying to me here so that I can help you further.
If you are not using Windows, you could be using Mac.
What is the exact model of your camera?
Can I remotely access your laptop so that I can directly check the problem? Is it near you now?
Please follow the steps below to start a remote session on the laptop (MacBook Pro).1. Please visit this link using your browser (Safari):https://join.me/2. In that page, please click on the orange "Start meeting" button3. Then download the remote tool when prompted.4. After downloading, double click on the downloaded file to run the remote access tool to join me in the remote session.5. Then share your screen and then give me the 9-digit code that you will see in the small JoinMe window. I will be waiting for the 9-digit code.Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.Best regards,Jess
Please do not join. Just run the program and then give me the 9 digit code that you see on the small joinme window
Thank you. Please give me a moment to connect
Please let us do the chatting on your MacBook
Please read our chat and let us continue the chat on your device
No, you will not pay twice. Just run the JoinMe tool on the problem laptop, then give me the 9digit code so that I can remote in.
Ok. Please give me a moment to connect
I got an error. The 9digit code could be wrong, please give me the correct code as you can see on the joinme window. Or the joinme tool could have been closed. Please open or run it again then give me the new code
No such meeting says the error. Please look at the small JoinMe window on the laptop, and then tell me the 9digit code there. Do not close JoinMe
Thank you for your patience. All issues were resolved through Secure Remote Assistance. Your Bridge is now able to read raw camera files.
Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.