Called again this morning, another agent with very poor communication, I had to repeat myself over and over but still got the feeling he did not understand my issue, kept telling me he had to email tech support on the issue and that he had no way to connect me to talk to tech support directly. I believe all agents on phone can only answer questions already posted on web Q&A, nothing more. Also, got another email reply last night telling me how to turn off a few windows security features in order to download the windows exe file 😞