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I spent 2.5 hours on the phone with two of your support personnel earlier this week without any success at all.   Sky (sp?) was great and tried everything imaginable but all we came up with was to try it on a different laptop. 

Before doing that, though, I tried to make it work today on the first laptop and, much to my surprise, was successful.  The system and the return came up as expected.

I don't know what was wrong nor what happened to fix it but I'm operational again.