If you are running any antivirus software which prevents the support app from launching successfully...
You may get this somewhat misleading message:
You will need to be in phone contact with us so please call the number advised in our email.
You will need to run the download from your download folder, it will be called "ISL_Light_Client_*_*_*.exe" where the stars represent numbers.
We will then give you a code to type in to start the session.
The process will appear as follows:
Click "save file"
Depending on your browser:
Firefox (top left):
Chrome (bottom right):
Internet Explorer (bottom centre):
After a short while you will get a dialog box:
We will tell you the session code.