If you need support sometimes we need to use GoToMeeting to look at your computer.
On newer Macs with Big Sur and above, Apple now requires that you click a specific setting to make it work.
- Navigate to Security & Privacy.
- Select the Privacy tab.
- Then scroll down the list on the left and then select Screen Recording (left-hand pane).
- Check the GoToMeeting checkbox to allow the app to capture your screen.
This needs to be done just to "Share Screen" and let us look at your computer (with your permission of course to help debug a problem or teach you how to do something).