Hi TS,
To better troubleshoot this issue, I'd like to collect more information about the current situation via private message.
I have sent you a private message, and you can reply it with the custom information.
Here are the steps to check the private message:
1. Please go to "Your details" section on the right side of the community site.
2. Click Private messages.
3. Click the subject title of the response to read the message.
Thanks,
Bourne Zhang