Hi Julie, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Are you getting this exact error message below?
"To open "application" you need to install the legacy Java SE 6 runtime."
Please let me know by replying to me here so that I can help you further.
Thank you for writing back with that confirmation.
Can I remotely access your Mac so that I can directly check your installation issues and fix your Illustrator while you watch on your screen?
Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.Please let me know if you want this remote option.Best regards,Jess
Yes, it is 39 plus the original 38 since Secure Remote Assistance has an extra fee.
I tried to accept your request but there was an error from your end. Let me try accepting it again in a little while to see if the error is gone. If not, I will send you the equivalent offer for you to accept from your end to see if the error is gone.
I can no longer see your request. I will now send the formal additional service offer of remote access. Please accept it so that I can create our remote session. After accepting it, you will then receive the procedures to join me in the remote session.
I am very sorry about the trouble. But I believe this is caused by your bank blocking the transaction. Please try accepting my offer after a few minutes and see if the error is gone, or call the bank to confirm that you are doing this transaction with us.
Please try to accept my offer after a few minutes to see if the error is gone. If you entered your correct information and you got this error, I believe it is your bank blocking the transaction.
Oh, like I mentioned, I no longer see your request for remote assistance, so I need to send an offer, which in this case, you need to accept to start our remote session.
I can see that the error is still there. Please try accepting the offer a few few minutes, like 5 minutes or more, and see if the error is gone. Or you can call the bank to confirm that you are doing this transaction.
Please read my responses. The problem is not from our end. It could be your bank blocking the transaction since their system could suspect this as a fraud. You can wait few minutes and try accepting again, or call your bank to confirm that you are doing this transaction with us.
I suggest you try accepting my offer again after a while like 30 minutes, if that is possible?
I believe the best option then is to resume this session tomorrow. Please bookmark or add our chat page to your Favorites so that you can easily get back to me in this chat when you are ready to resume.
You're welcome, Julie. Till tomorrow then. Have a great night!
I am just starting my day, I am sorry for the late reply.
I am available now to resume with the remote session. Please accept my offer for remote access, I hope the error is gone.
After accepting it, you will then receive procedures to start and join the remote session.
Ok Julie. I understand your concerns. I can provide you with detailed procedures instead if you do not want to use remote session.
Just let me know any time.
You're welcome Julie.