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Hi David. Welcome to justanswer.
What exact error are you getting when you try to log into your account?
David, are you using Windows or Mac computer?
Once you click this link below(CLICK HERE)A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.
If you are not able to locate the file, then just click Ctrl J from your keyboard and it (Elsinore.screenconnect) will be the first file listed. Just open that file.