Hi Badu,
According to your description, I noticed that you had contacted our support. So, firstly, to avoid offering duplicate solutions and check what steps you have been suggested, would you please provide me with the SR number?
To protect your privacy, I’ve sent a private message to you for requesting the information, please reply to it in the private message.
To respond to the private message:
1. Please go to your details section on the right side of the community site.
2. Click Private messages.
3. Click the subject title and respond to it.
Thanks,
Kevin Huang