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I’m so sorry to hear about your issue. I know that can be frustrating. Hopefully, we can get this resolved quickly.Press the blue button on the remote > Settings > Software Information > Update Software. This works in 95% of cases with this problem.
Thank you very much for your time & patience while I typed up your response. Also, thank you for giving me the chance to help out today.
If there is anything else that I can help with today, please let me know. My goal is to provide excellent service to you!
Thank you,Robert_IT(Your friendly expert)
Hello Sir/Madam,Thank you for requesting Remote Assistance, your speaking with Rob and I will be tech support today. Could you kindly follow the link provided below and download the remote application onto your desktop followed by opening it?
http://www.justanswer.com/remotedesktop/join.aspx?Session=3d08c0e7-6a4f-4543-be8c-eef0434d3a11Once you have completed the above steps please can you let us know, should you require additional support to complete these steps please also let us know.We look forward to assisting you further.