Thank you for your post!
I'd be happy to help you with this, but do need a bit more information before I can determine a resolution. I'd like to review your log and trace files. Since these contain personal data, I'd prefer that we continue working on this issue via email.
Please follow the steps below to send in your log and trace files with a support case so I may investigate this matter further:
- You can do this by going to the Control Center > Help > Email Support and ensuring "Log and Trace files" is checked.
- Please select "Platform Technical Support" as the recipient and enter a brief "ATTN Kennedy" note in the message along with a link to this forum post.
- To send a screenshot with Windows 10 or newer I would recommend using the Windows Snipping Tool.
- Alternatively to send a screenshot press Alt + PRINT SCREEN to take a screenshot of the selected window
- Then go to Start > Accessories > Paint, and press CTRL + V to paste the image
- Lastly, save it as a jpeg file and send the file as an attachment
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