Hello skutley01,
It sounds like you've already read the answers above. We know how important this report is, and we're willing to investigate and find the root cause of this behavior.
If you've already tried the steps shared by BettyJane and you still get the same result, please contact our phone support. That way, they can gather additional information to fix this faster. You can call them using this number: 866-223-5562. They are open from Monday to Friday, 6 AM to 6 PM PST.
You can always visit us back here if you have more questions.
