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Sometimes discussion on the Forum or on Ticket can't be sufficient to understand, diagnose and help to fix your issue.
We can ask to allow remote access to your PC for navigate (with you) in the software panel.
In remote support we don't delete nothing created by you and we do not edit nothing without alert you and without your permission.
Unfortunately we cannot use Team Viewer (who is one of the most popular program) to remotely assist you. That for internal reasons.
An operator on the Chat or on the Ticket will find with you the right solution for your Operative System.
Please remember to accept remote support only from trusted person or trusted organization!