Hello! Thank you for your question. I am a licensed computer professional with over ten years of experience, and I will be assisting you today.I'm sorry about the issue. Do you have windows xp, vista, or 7, or 8? Can you please click on the website below, and allow the ScreenConnect remote program to run, then we can chat, and I will be able to help you directly:http://22.214.171.124:8040/?Session=04e94189-445a-4847-8664-dec3304de64cEdit: I have resolved the issue via remote support. If you need anything else later, please let me know any time. Please rate my service below. Thank you very much.