Many of us have been in this same boat: trying to help a less-computer-savvy family member deal with problems they're having with their computer. Over the phone. Trying to explain or understand what's on a screen, what's going haywire, what isn't doing what it should be doing, and what's doing something that either it shouldn't or it's never done before. Often, just by the very nature of the dilemma, you start talking apples and oranges and it just doesn't go smoothly...
(I LOVE YOU, MOM!!!!!!!)
Not sure what exactly got changed or even more so how it got changed, but mom's 'internet options' got really screwed up, be it through spyware not yet found, etc. Her screen was doing things and going places she did not intend, and just when I considered diving off the back deck into the ivy patch, a lifeline akin to manna from heaven was thrown to me, thanks to a quick cry of help to Ashley...
In short, the above link lets you (and your troubled cyberkin!) download a freeware program that allows one to, only with coded approval from the other, pull up their desktop and control their mouse. In very short order I had my mom's desktop on my laptop (sans her wallpaper), and I could control her mouse and do everything for her while she simply watched me move the mouse and listened as I told and SHOWED her what I was doing.
Badda-BING, Badda-BANG, Badda-BOOM!
There is an option where you can pay a CrossLoop techie to do the same thing to help you out of a jam, but otherwise it's a freebie option of untold value to me. As safety precautions would necessitate, I can't get into her computer without her permission and access code (a new 12-digit one is created every time you open the program), so it's secure.
After solving the problems of the world on that screen, I pulled up her security software to do a quick sweep in case I missed anything, giving her explicit instructions to leave the computer alone until I can see the results....once they see their empty desktop back up, then they could have at it on the computer.
I stepped away for a few minutes to handle other things, then realized the scan must be done....mom had gone to a rehearsal, and there...on the screen...was Roger playing a game of Spider Solitaire (one of my favorites!). Imagine the fun I had when little horns grew out of my head quickly...and I started moving his cards in all the wrong places! I never said anything, made some crazy (bad!) moves with his cards, and logged off! Sorry 'bout that, Roger Dodger! Couldn't resist!