Hello, My name is ***** ***** I will do my best to assist you.
Would you prefer to have me try and guide you through fixing this problem via written support only?
Or would you rather have me connect to your computer from here and fix the issue for you directly, on screen?
Thank you for your response,
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.
Ok, Ive sent the offer for the screen sharing connection.. Once you have accepted that offer, I will send you the connection steps~