Hi, and thank you for asking your question.
Are you using Windows XP, Vista, 7, 8 or 10?
May I set up a quick, secure remote session to check the issue now?
Please reply back using the box below. Thank you.
Please accept my apologies; I'm not able to take phone calls at the moment. However, let's get started with the remote session now. Please open up the following link:
On the page that opens up, click "I Agree".
Download the remote file when prompted, and then OPEN/RUN the "Elsinore Screen Connect" file downloaded (at the bottom of your browser window.)
I'll then be connected. Thank you.