>I don't know why you are saying that I dismissed Sergey's suggestion; it was not my intent. If I understand correctly that .showmypc will allow me to log into the customer's computer, this won't work. They have a very strict rules about remote access. The simplest thing would be to ask him to capture screen and include the image in the email. Thank you for your suggestion.

BTW, the usual suggestion about sending screenshots is to paste them into a word document - which is bulky and sometimes (in some older times) may create an attachment too big for some mailboxes. Nowadays most of the email clients can paste a bitmap straight from the clipboard. Thunderbird can, just tried; maybe even Outlook can do this. So, your instructions for emailing can be

- start a new blank email to me
- bring up the app
- press alt+PrtScr
- bring up the email
- ctrl+v
- send