Dr. Bainbridge - I wanted to take a moment to apologize for the lack of response to this issue from the X1 Customer Care Team.
You mentioned that we closed your case in regard to this topic without addressing the issue, and yet, the advise provided by Kenward would have been the very first thing we would have suggested to you. Something didn't seem right so I went looking for your "case" with X1 and I now understand what happened.
Somehow, you managed to submit your "case" through a system that we use only during beta testing of the software. Once beta is closed we no longer support that portal. Thus, your case came into what is essentially an unmonitored account.
I have posted the following link in these forums in the past, and I'm pleased to post it here again: http://www.x1.com/support/x1_search_submit_case.html
While our records show that your technical service terms are currently expired, if necessary, you can use that link to submit a case into our regular service channel.
You mentioned that we closed your case in regard to this topic without addressing the issue, and yet, the advise provided by Kenward would have been the very first thing we would have suggested to you. Something didn't seem right so I went looking for your "case" with X1 and I now understand what happened.
Somehow, you managed to submit your "case" through a system that we use only during beta testing of the software. Once beta is closed we no longer support that portal. Thus, your case came into what is essentially an unmonitored account.
I have posted the following link in these forums in the past, and I'm pleased to post it here again: http://www.x1.com/support/x1_search_submit_case.html
While our records show that your technical service terms are currently expired, if necessary, you can use that link to submit a case into our regular service channel.
