Hi Robin, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Can you please tell me what exactly is the message or code on that pop up?
Please let me know by replying to me here so that I can help you further.
Thank you for requesting my additional service offer of remote access so that I can help you directly in fixing your problem. For me to remote in, we need a remote access tool. Please follow the steps below to join me in the remote session. These steps are intended for users with Windows computers. If you are using a Mac, please reply to me and let me know so that I can send you the procedures for Mac.
1. Please click on this link:http://www.justanswer.com/remotedesktop/join.aspx?Session=ea815696-865e-4a02-aa1b-d1aa36a21748
2. In that page, please click on the green I Agree button3. Then download the remote tool when prompted.4. Run the downloaded remote tool to join me in the remote session. I will be waiting for you there.
Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.