To help us better support you we use Ultraviewer to do a remote connection to your computer, which helps us to see what you see and solve any issues you may have. To use this feature click on the link above and select run, once Ultraviewer is done loading it will give you a code number and a password. Call our office at Wi-(414) 817-7070, IL-(815)985-0331 and ask for support for your product and give them your code and password.