My name is***** am sorry to hear that you have this issue, I look forward to assisting you today with your question and providing the best answer possible.
Please save this page to favorites( ctrl + d) so that you can reconnect in case you get disconnected
It would be better if we can start a remote session as it helps to view your desktop and can work with you in real time.
If you are ready please download and install tool from below link
1: Click Above link
2: Click I Agree button
3: Click Download
4: Double click downloaded file to run
It seems you are connected to remote desktop session..
Please wait, i am trying to connect
Are you there