kongf2012, I went through the same situation, I did all suggested troubleshooting but nothing worked, calling customer service is worthless, they have no clue, they were trying to blame my Internet connection when the issue is on their end, I had to ask for a Supervisor too but was placed on hold for almost an hour so I just gave up. Horrible service!! No IT response, no follow ups, no updates and no resolution, this experience has been beyond awful.
