The problem was that Sarah was using a Windows Server 2003 machine, an older operating system that wasn't as widely supported as newer versions of Windows. John knew that he needed to use a remote access tool to connect to Sarah's machine and fix the issue.
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John asked Sarah to launch TeamViewer 8 on her Windows Server 2003 machine and provide him with her TeamViewer ID and password. Once he had this information, John was able to connect to her machine using TeamViewer 8. The problem was that Sarah was using a