Hi Patty. My name is***** you for your question and the opportunity to assist.
Can we do a screen sharing session to troubleshoot the issue and make corrections?
From your computer, please click the link below (after reading this). On the new page, click the green I Agree button and the connection download will begin. When the file has downloaded (Elsinore.ScreenConnect.Client) select Run or Open. If Windows asks, Allow changes to be made. When the file has loaded we should be connected.