Hello my name isXXXXX and I would be happy to assist you today.
Please let me know when you are ready
Hello. How are you?
I looked over your question and there is something I would like you to check for me
Please go to Google.com
and sign into your Google Account
not the Gmail
Just click the button at the top right of the screen
and then click Account
and that will take you into the main Google
stayed on page
What do you mean?
please send instructions again
See if that brings you into the Google Account
Does the link work?
no. Can't sign into my Yahoo account now
Would you like to start a remote screen share session? It might make things easier
Please download and install the program from the link below. It is called Join.Mehttps://secure.join.me/Download.aspx?installer=win&webdownload=trueRun the program and select SHARE. Then once you are sharing the screen you will see a 9 digit ID number at the top of the screen. Please tell me this ID number so that I can join you.
Ok that one should work
Save or download?
You can just have it open it
or whatever it says
It just needs to be installed
which should take a minute or two
save or cancel are options
not working...tried to save to desktop...just sits there
What sits there?
the file you sent me doesnt save...
Are you using Windows?
When you clicked that link a download box came up correct?
You clicked Save and then it started to download right?
The setup file might be in your Downloads folder
That is where everything usually goes when it download
Yes, at the bottom of the scree - It says :"Do you want tosave DOWNLOAD_ASPX?INSTALLER+WIN&WEBDOWNLOAD+TRUE (7.75MB) from secure.join.me?
and you would want to say Yes
them lists two options: SAVE or CANCEL...there is no "YES"
Sorry. I meant to just confirm if it asks
So yes you would want to click Save
and then it should download to your computer
Will try clicking save again...hold on...
Try saving it to desktop but no status bar or indication thsat it is saving...Again..."just sits ther"...nothing happens
Ok I am not sure what is going on with that. Let me go back to what I was trying to have you do
I wanted you to access the Google account page because I wanted to see if you have 2 Step Verification On
If you do I would try turning it off
and then seeing if you can get the password XXXXX work on your phone
You should just have to click that link
that I gave you or go the Google page and sign in to your account
on my laptop or on my Android?
It looks like a little blue person
on the laptop
Everything that I have mentioned on the laptop
OK...here gors...please bear with me I have only one arm...
save or cancel
save or cancel only
You want it to save
What browser you using?
save or cancel only...save still doen't work. There is no run option
save or cancel only there is no run option
What browser is that?
windows 7...Using IE...still save or cancel only...no run option
I just did exactly what I asked you in Internet Explorer and I get the option to Run Save or Cancel
Not sure what is going on there
Probably best to just forget about getting the remote going for now
It should be very easy to get into the Google Account. Can you try one more time to get into it?
should I restart computer?
can you call me?
Unfortunately I can not
I think we can get this though
Let me try one more time
Go to the Google search page
At the top you see an icon of a blue figure?
Do you see it?
what does it look like?
A blue person
It will say SIGN IN if your not already signed in
Does it say SIGN IN?
I am signed in
By clicking Sign in?
What do you see on the webpage right now?
Now can sign into google but not mt google account, doesn't recognize my credentisls
I don't follow. Your Google account user and password XXXXX XXXXX same used for Gmail
What is on the screen right now?
No, Ihave different login name and PWs for google and Gmail
well I do...what should I do?
What are you signed into right now?
What are you looking at on the screen?
Just "Just Answer"
"Just Answer" email
Click that link again for me
tell me what comes up
"GOOGLE ONE PASSWORD XXXXX OF GOOGLE"
Wants my login credentials
I know what that screen is
Go ahead and put your gmail address in and your password
then tell me what happens
Yes on that page
enter the credentials
which would be your current Gmail address you use
and the password XXXXX would use to get into your mail
ok - hold on
worked with new GMAIL credentials, BUT I am a doctor I MUST have old Google credentials re-established as I am on call and EVERYONE has those login/contact details...CANNOT change the GOOGLE account credentisls...hat would you advise/
I am not sure I understand. Are you saying you have 2 different accounts?
Do you have 2 different Gmail addresses?
Each gmail address is its own account
Yes. I had a google account, and 5-6 months ago finslly got s smart phone, which required a GMAIL account. It had different login credentials. Everything workrd fine until my Android phone said there was a problem.
I think your mixing things up
With the phone you would just enter the information for the gmail account you had
You did not need to make a new Gmail account
That would require a different password
Maybe...I DO NOT WANT to change my Google account...I CANNOT do this.
Ok. So you have 2 gmail addresses. One is old and one is new that you made
You want to get the old one working on the phone right?
You do not care about the new one at all?
ONE google accout, ONE Gmail acct.
Right that is what you want
but your saying you have 2
If you made a new Gmail account because you thought you needed to then you can just disregard that account and use the one you always used
Don't I need the GMAIL account for apps, etc.?
When you got your Smartphone, did you go on Google and choose a new email address and added your name and other info?
Did you actually remember going through the whole thing again
lol sorry this is getting confusing
ok, so botXXXXX XXXXXne. You really only care about the gmail address that you have been using for a long time
is this correct?
OK, just checked my Yahoo account again it is working. That is essentially what I care about. if m
y smart phone needs more stuff, I guess it will notify me.
What I would do is sign out of everything
For the email address that you want to use on your phone
Do you know for sure what the password XXXXX XXXXX your older email address?
Yes I do
Is this the password XXXXX trying to use on your phone?
Phone (in Yahoo) never asks for a PW
Are you trying to get a gmail address working or a Yahoo?
No, I NEVER use GMAIL, I understand it is there beacause smart phone needed it as a communication "portal"...I have never sent a single messahe through GMAIL
I do use Yahoo though
darn. Ok well I was trying to get your @gmail address working
If your using just Yahoo you don't need the Google
So you think I am OK?
Can you get the Yahoo mail on your phone? I thought that was the issue?
You were being told the password XXXXX your mail was not working
You need a Google account if you want to access the Google Play store
but all you would need to do to get your Mail is use the Yahoo email address and password XXXXX it
can you send me a quick message to my yahoo account?
Can you split that email address up
Just Answer blocks the entire email address
but if you put a space it will be ok
a space where?
Just leave the @ sign out
that will work
Chris, got your message. Thank you.
On your phone?
BUT, I still get a triangle symbol at the top of my android device wich says:
GMAIL account action required...wrong PW entered...what the hell does this mean?
That is something different than the Yahoo mail
You said you don't have any gmal.com addresses right?
NO, I do have a GMAIL address. When I bought this smart phone, they said I needed it
If you want to use the Google Play
which is where you download all your Android apps
It will want a Google account before you can access that
When you go to create a Google account you are essentially creating a gmail account as well
So your username for the Google account will be your Gmail address
and the password XXXXX be whatever you make
You will then be able to access Google Play and check your Gmail
I am not sure what you tried to put in for a username and password XXXXX the Google
but unless it was a Gmail address and the password XXXXX made for it, it will not work
OK. thanks....I'm out of gas here...Thanks for your help
Yes it is getting a bit late and this did require a good bit of though lol
When you get the chance just create a google account
it will all make sense
he was vert patient