won't connect

cable connected, software downloaded, can’t get past the connection screen. Have tried different usb connections on old computer and it says the cable is connected. Help

We worked with Janet via our email ticketing system to resolve this issue. For the benefit of others researching similar issues:

After going through the first steps of disabling antivirus/firewall software on both systems, we determined that the source XP system had underlying problems which were preventing the connection from succeeding.