I sometimes try to "sort out" problems my old pater sometimes has. Using just the telephone can be frustrating. A picture paints a thousand words, so toddle along to:
www.teamviewer.com/index.aspx
and download a *free* (for non-commercial use, relatively cheap for commercial use) tool to view remote computer screens. It needs to be installed/run on both systems, for simplicity in "Run", not "Install" mode.
It will show you exactly what is going on at the far end. Very useful indeed.
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