Welcome to the Canon Forums and thanks for your post!
To have a better understanding of your issue, please let everyone know what operating system (Windows Vista/7/8 or Mac OS 10.X) you are using and if you are connected via USB or WI-FI. That way, the community will be able to assist you with suggestions appropriate for your product.
Any other details you'd like to give will only help the Community better understand your issue!
If this is a time-sensitive matter, our US-based technical support team is standing by, ready to help by phone at 1-800-OK-CANON (1-800-652-2666)
Have you downloaded the software and installed it on your computer yet? Here is the link to your cameras support page to get those https://www.usa.canon.com/internet/portal/us/home/support/details/cameras/point-and-shoot/long-zoom-...