Hi Sallylynn,
Would you please share us a screenshot?
Regarding the mentioned issue, it is recommended seeking help at the Shawdirect official website for assistance.
I suspect there would be something more need to configure to make you connect to the remote device or resource without problem, which I think the remote side (the Shaw direct) should offer the instructions on how to make the connection smoothly.
Thank you for your understanding.
Best regards
Michael Shao
TechNet Community Support
