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Hello Sir/Madam,Welcome to JustAnswer, your speaking with Rob and I will be your tech assistance today.Could you follow the link provided below and download the application onto your desktop followed by opening it?http://www.justanswer.com/remotedesktop/join.aspx?Session=e29fc4f7-48c6-455f-a428-6e71ad1f95cePlease can you let us know once you have completed the above steps, should you require additional support, let me know and I will assist further.We look forward to assisting you further.