Welcome to my colleague's hell.

She's been dealing with this for 10 days plus, with the same "we can't help you" from support.

She was told (IT dude, I think) that it is a "profile" issue.

She's sorta/kinda found a work-around by uninstalling/re-installing the program.

She's living in terror every time there's an update.

Wish I could help more, and if she gets a resolution I will post back.