If you have asked us to help you out and we have agreed to do so via Remote Support, in other words, we won't be visiting you in person, rather we will ask you to visit a Google website and download a package so that we can electronically access your computer from our home office.
Once downloaded, please find the file, usually in your Downloads folder, and double click it to install. Double-check that the file has a Verified Publisher Google LLC and allow it to install. If you do not have a Google/Gmail account, then you will either need to register one, or consider asking us to visit in person, for which there will be a charge.
Once installed you should see a message on screen to say that you need to "generate a one-time access code" which you need to share with us. Click on that screen, in the blue circle and then tell us the 12 digit number, you will then be asked to allow qs##r1 to see and control your computer.
Please click Share and at the bottom of the screen, you will see a message to the effect that "Your desktop is currently shared with..." and I can now control your mouse and help resolve the issue without having to sit down in front of your machine in person.
Once finished, either of us can click the Stop Sharing button to close the session and the code is a one time, one use only code.