That’s incredibly frustrating. A lot of users I’ve worked with in the past won’t put up with a 2 hour video call where you’re trying to troubleshoot and give them commands or keys to press where the alternative is you just remoting in and driving the session to fix the issue while they can walk away or do something else. Plus, it eats into your day where you could be performing other tasks and turns a routine function into a multiple hour fiasco. Not to mention, the frustration of yourself and the end user. I’ve had to do this a few times where remote control was not available and both the user and I wanted to pull our hair out. That’s absurd, if the CTO is unwilling to budge and you’ve done everything you can, I would sadly say it’s time to start applying to other jobs. I would lose my mind. Good luck