Hi, welcome to justanswer.com! My name is Mike.I am going over your question and I will be with you shortly.
I will need some information before we begin:
Please go to the Apple logo at the upper left of your computer screen to About This Mac and give me this information:
The exact system Version (listed right under OS X ??)
The remote service is only an option that many people find very helpful. We could continue in chat and our services are VERY reasonable and as always satisfaction is guaranteed. OK good luck.
I have no access to your account I simply put in a request.