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Hello. My name is ***** ***** I will be assisting you today.This will be easier to troubleshoot via a remote session, would that work with you?
It would need to be on the PC that's having issues, can you not get on the Internet with that PC?Are you able to plug a wired keyboard/mouse into PC temporarily?
Checking in to see if you still need help with this issue, if so please reply at your convenience.
Ok sounds good.