Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
what is the make and model or the printer and the computer.
what is the operating system how is the printer connected to the computer usb or wireless?
Power off the printer. click on cortana search and type devices and printer and open the folder and let me know when you are there.
Click on the remote link and run Secure Remote AssistanceAfter you click on the link given above it will open a page click on the green "I Agree" button.Download and run the Elsinore screen connect.Allow it to install and let it be opened.
i will give you a new link please wait.
open www.teamviewer.com and install it, let me know the teamviewer id and the password ***** connect.
Its your antivirus program which is preventing it to run try to disable it for sometime so that we can connect and get the printer fixed.
which one is it, Mcafee, Norton.