I kept getting messages that read:
We have not heard from you concerning your request for support in the 48 hours since we sent you a response. Consequently, we have changed the status of your question to SOLVED.
And I had responded! The same message had an additional part that said to ignore the automated response, so it got to be confusing as to when I should respond and not.
Eventually it was partially resolved and became usable, and weeks later it appears to be fully resolved.
Thanks for the suggestion. I'll keep it in mind if this sort of thing recurs.
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