Hi. My name is***** you for your question and the opportunity to assist.
May I connect to your computer so as to assess the situation?
From your computer, please click the link below (after reading this). On the page that opens after you click the link below, click the green I Agree button toward the bottom of the page, 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.
I see you may be unavailable now. Please reply below when you have time to continue.