Hello and thank you for your question today. My name isXXXXX look forward to helping you today.
Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?
Thank you for the update.
May I please, start a remote screen sharing session with you so that I can better help you resolve this problem?
AFTER YOU CLICK THE LINK BELOW, you can continue.
Please, click the following link and allow the remote app to run: http://18.104.22.168:8040/?Session=901c07e8-114e-419a-9b8c-21aad689521d&SUPPORT=NET
Then on that page click the big green button on the bottom of the page that says, "I agree, Run RemoteDesktop".
I look forward to your next message or your rating below.
To rate me, you can click one of the faces below and click Submit/Ok or click the Accept button.
Thank you again, - Jason