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Have Windows 10 Pro on Desktop, connected via ethernet to…

Customer Question
Have Windows 10 Pro...

Have Windows 10 Pro on Desktop, connected via ethernet to router. Have Wifi from same router. New Windows 10 laptop. Want to get Desktop to see laptop via Homegroup. Desktop can see laptop, can't access it; laptop can't even see desktop.

Technician's Assistant: Just to clarify, what's the make and model of your laptop, and what operating system are you running?

Desktop is HP, laptop is Dell, Windows 10 Pro on Desktop, Windows 10 on Laptop

Technician's Assistant: Have you installed any updates recently?

Laptop brand new, updated, etc. Desktop yes

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

Nope...been on the web a while, so it's not obvious..

Submitted: 7 months ago.Category: Computer
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Answered in 1 minute by:
10/3/2017
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago
Jason Jones
Jason Jones, Computer Expert
Category: Computer
Satisfied Customers: 18,710
Experience: Over 10 years of professional experience.
Verified

Hello,
I am sorry to hear about your problem. My name is ***** *****, I am a Tech Expert with over 20 years of experience and look forward to helping you today.

Please, note that you can click Reply to Expert to reply to me. A rating is only needed when we are finished.

As far as the two computers go, did you already run through the Network folder and attempt to connect them to the same Homegroup?

I will be standing by, looking forward to your response.
Thank you,
Jason

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Customer reply replied 7 months ago
I created homegroup on desktop, found it and joined on laptop
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you for the update. May I connect with you remotely to troubleshoot the issue directly? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

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Customer reply replied 7 months ago
sure
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you. I will remotely connect to both computers and set each one up correctly so that you can access the computers as you wish. Thank you. I will get that ready for you. After you click the "Securely Connect" button for the remote service, the remote link will be posted here. That will be the last charge for today.

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Customer reply replied 7 months ago
haven't seen link...so, that's $39 more?
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Yes, there is an extra fee for the remote.

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Customer reply replied 7 months ago
well, if you are successful will be worth it...
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Yes, I will be successful. If I am not successful, I will personally write up the refund request for you.

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Customer reply replied 7 months ago
ok...send link
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you. I will get that ready for you. After you click the "Securely Connect" button for the remote service, the remote link will be posted here. That will be the last charge for today.

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Customer reply replied 7 months ago
ok
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Ok.

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Customer reply replied 7 months ago
when will this support occur?
Customer reply replied 7 months ago
are you waiting for me to do something?
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

I am sorry. I thought I made that clear earlier.

After you click the "Securely Connect" button for the remote service, the remote link will be posted here. That will be the last charge for today.

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Customer reply replied 7 months ago
it came up once, but then disappeared...
Customer reply replied 7 months ago
can you resend the link
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

I don't have that power. If the button is not there, please refresh the page.

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Customer reply replied 7 months ago
I disabled 'ghosterly', and my pop-up blocker...still no link
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you. Let's begin the remote help session now.

Follow the instructions below to begin the remote helping screen.

Remote page: http://remote.jasonfixedit.com

After clicking the link above, enter the following two digit number: 75 and click the circle button to start the remote application.
(After the file finishes downloading, please open the file and run it.)

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Customer reply replied 7 months ago
turned off firewall...still wont let me do this..
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Why not? Are you being told something?

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Customer reply replied 7 months ago
I right clicked, "run as administrator"
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Let's try this another way.
Go to the following page: http://tinyurl.com/UltraViewerJason
- A file will be downloaded. Save that file and open it.
- After you run UltraViewer, it will give you an ID and Password. I need for you to give me the ID and Password ***** it shows you.
Please, give me both of the ID and password.
Keep in mind that you must keep the program running for me to connect. For this reason, please do not close it.

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Customer reply replied 7 months ago
4 708 860
pw: 5742
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Thank you

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Customer reply replied 7 months ago
laptop is 4 708 863
pw: 7499
Customer reply replied 7 months ago
you can disable pop-ups, etc.
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

Can you try running my program on the laptop?

On the laptop, go to: http://remote.jasonfixedit.com

The remote code for the laptop is: 89

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Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

It appears that you stepped away from both computers. When you are ready to continue, please let me know. I was forced to disconnect because you left.

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Customer reply replied 7 months ago
4 708 860
Customer reply replied 7 months ago
2492
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

It was brought to my attention that the "Secure Remote Assistance" session service was not accepted or paid for. You may contact customer service at one of the following numbers and request that the Secure Remote Assistance Additional Service be given to you as an option.

US/Canada 1.***-***-****
Available 6am to 9pm PST

International
Australia 1800-679-634
New Zealand 0800-452-621
United Kingdom 0***-***-****
The rest of the world 1-***-***-****

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Customer reply replied 7 months ago
lady told me to ask for "remote assistance"
Customer reply replied 7 months ago
back to that
Customer reply replied 7 months ago
somehow I can't see that toggle anywhere
Customer reply replied 7 months ago
she said she couldn't charge me
I think what happened was, I got the remote assistance/payment link, then backed out of that..you suggested your own remote viewer, so justanswer doesn't see the service, and can't bill me...so, if you want to continue you can try sending that again
Tech Support Specialist: Jason Jones, Computer Expert replied 7 months ago

I must leave now and will not be back in the office for a while.

For this reason, I am opting out of the question and allowing another expert the chance to help.

The next expert will see all that is on this page, so there will be no need to repeat anything.

When another expert picks this up, you will be notified by email.

Thank you for your patience.

- Jason

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Tech Support Specialist: Suhasini Velu,
 replied 7 months ago
Suhasini Velu
Category: Computer
Satisfied Customers: 579
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hi Eric!

My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

SO I believe you want your desktop {HP} and laptop {Dell} communicate with each other.

Your desktop can see your laptop whereas your laptop can't even see the desktop.

Am I right?

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Customer reply replied 7 months ago
it can see it, but can't access it
Customer reply replied 7 months ago
doesn't have permission
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Yes, I understand let me first check this with your Dell laptop.

Please agree to the remote service option on your page so that I could send you a remote link and we could proceed with the troubleshooting.

Thank you

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Customer reply replied 7 months ago
I would do that if I saw a link or something to do that with...I have chrome
Customer reply replied 7 months ago
should I see a link?
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Do you see an option to request me for the remote access?

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Customer reply replied 7 months ago
no
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Can you please once try to logout of your just answer account and login please?

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Customer reply replied 7 months ago
where would that be on this page?
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

I believe that should be on the same page where you are able to see my messages.

Which may be indicated as Request remote assistance something like that.

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Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Please send me the image below the reply box

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Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Yes I can see that! Am sorry let me try to do something to make it appear again.Please hold.

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Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

Hey Eric!

Thank you for your patience. I have spoke with our Customer service department and one of our agents will reach you shortly regarding this problem.

And once that's done we would proceed further.

I apologize for the inconvenience caused.

Thank you,

Suhasini Velu.

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Customer reply replied 7 months ago
OK...but be aware...this isn't easy...I think Jason was glad to move on..
Tech Support Specialist: Suhasini Velu,
 replied 7 months ago

I get that. Please hold. A customer service representative will be with you shortly.

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Customer reply replied 7 months ago
I posted the same question because I can't get any "Premium Support" thing to click via this dialogue, so I thought I would start over.
Customer reply replied 7 months ago
But then your system said I could not do that...
Customer reply replied 7 months ago
your system basically is not allowing me to pay for network help
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