I am in the US, yes. Contacting support was my next step, but I wanted to make sure I tried everything I and anyone else here could think of before I go to them. Like I say, I troubleshoot for a living and it bugs me when people miss simple shit before just going the easy route, picking up the phone and calling in a service ticket. Easy jobs are nice and I'm happy to help, but truck rolls (in my case) aren't always necessary. So I wanted to make sure beforehand that I'd covered all my bases. And who knows, it may yet be something stupid I've missed so far. At that point though, I'll at least feel like a did a bit beyond my due diligence.
"Sounds incredibly frustrating."
12 years of service work makes it slightly easier to keep in perspective.