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Hello. Welcome to JustAnswer! I'm Sudipto and I'm happy to assist you today with your problem. I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.
Can you tell me, what is the exact problem you are facing?
Do you have Windows on the laptop?
Sorry for the late reply, are you online?
Are you replying to me from the same PC?
Are you there?
Please let me know if you are replying to me from the same PC or not?
Thanks, ***** ***** me know two more things.
1. Which version of Windows you have on the PC?
2. Which browser do you use, like Chrome, Internet Explorer?
Thanks, ***** ***** for my instructions to start the remote support.
Please follow the steps below to start the remote support.
Open the link below.
Click the green "I Agree" button to download the remote program.
You will see at the bottom left of the Chrome window a file named Elsinore is getting downloaded.
After the download right click on the file name and open it.
A Window will ask you to allow the program to run.
Allow it to run.
Problem solved by remote support. Need the latest version of the program.