In some case, the support agents need access to your network via TeamViewer to do further troubleshooting.
Here is a guide to install and use it on your PC.
Either click on or open an internet browser and type in the following URL:
A TeamViewerQS.exe will automatically be downloaded on your PC.
Please start this file and accept the disclaimer.
It will open a new window with the ID and the password the support agent needs to get connected to your PC.
The agent can connect to the session and can check the issues directly from your PC.