Sorry, I don't have any solutions for you. I hate to say it, but you might want to give support another call. Not all support people are created equal so you might have better luck the second time around.
A few customers had this issue a year ago. I do not think Intuit is interested in fixing this issue. I think they want everyone to move to the cloud solution. I do think it is time to look at other tax software after twenty plus years.
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