Hi @Toshia and @Teresa10  We are looking into this. I've added you to open investigation case so you will receive all updates via email.  I also recommend you reconnect with support as they are best equipped to assist in this situation, they'll be able to remote in and get a file.  More files will help them with the current case.

Please note, since this community is designed for peer-to-peer resource sharing, our technical team doesn't monitor these threads for troubleshooting. It helps to reach out to our support team directly, even if you’ve already shared the details here.