To investigate some of the more complex issues, we may need to connect to your system. Please propose a session time that is at least 6 hours after you reply. If we happen to be available when your initial email comes in, we'll let you know and we can try to do it immediately, but 6 hours advance notice should be sufficient to get you into the remote support queue. Please keep in mind we are in United States Eastern (Washington DC) time zone.
Once it's time for us to connect, you will need to run the remote support program (described in the link below) and send us the ID and Password displayed on the remote support screen. We need that information in order to connect to your computer.
Please see our Remote Support Instructions for the information we need from you to initiate the session.