importing photos

when I'm going to import my pictures the import button is shaded out grey, it has never done this before, but ive searched for answers, even had a live support chat where they went into my computer to try to help, but nothing. I do the same routine each time, plug usb into computer, normally the import button isn't greyed out, but the last times I keep trying to import it is. my new pictures are checked in green arrows & say new photos, but I need help importing them..please!