Hi there and welcome Jill
Can you tell me please exactly what it is your trying to update?
Can you go to www.teamviewer.com
Click on Download in the middle of the page
Download and install the program and give me the ID and Password ***** please so I can connect
Do not close the program but leave it open else I will not be able to connect
Whats the error you receive when it fails?
ok, if you already have it installed, then skip the steps for installing it
For you to do the instructions I gave Jill, I am still waiting on you to do this please....
it means you are doing the instructions for a second time.
It is now installed... so restart your computer and open the program from your list of all programs please.
ok, well that means it is already running. but restart your computer and try again please
You are restarting the computer
No different to how you normally restart
Hold the power button until it powers off please.
yes Jill, so what is the ID and Password?
ok, looks like you missed the message I sent you.
I ran a scan and restarted and you needed to tell me when the scan complete (second one) and if it now updates.
Did it error?
ok, is it giving a specific error Jill when the update fails?
ok, but how much time did you give for it to complete as it can take some time, even a few hours
yes please, though if it is not running correctly it would give an error
No thats not it.
Is your data backed up off the computer? So on an external drive? eg: Photos, documents ect
ok please do and let me know when it is done. Even without this problem you should always have a backup.
I cannot see this here Jill, its the amount you already paid nothing further, but you can email customer service on***@******.*** for this information
no problem at all, I marked this question to never close
ok, now the best solution is to have you go to windows 10, is this something you are ok with?
I recommend it over windows 7
ok, you see the windows icon bottom right? Its the white window icon (4 panes in one)
your screen Jill, the bottom right of your screen, near the time
no problem, run teamviewer and give me ID and Password *****
you closed it, you need to leave it open. Open it and provide new password *****