Hi Nancy: On your clients computer you have to share the file and it should send you an email. Your clients file is the master and needs to trigger the action for your access.

turns out the issue was still on the client's end.  For some reason the file was not sharing.  Spent a couple of hours with Sage tech today and finally managed to figure out what the issue was (apparently we had to change the date format on our computer).  Got that sharing and I've now been able to access their file.

Thanks for letting us know. The date format is a new one for me.

Does the Windows data format have to be American?  

apparently.   The Sage tech logged in remotely and she changed it to US and the date format to I assume what their standard is.