I have found that any time you contact support you should ask for level two support or for the supervisor etc. the people that answer the phone or the chat know how to turn the pages in the manual and ask dumb questions like "did you turn on the computer" etc. They usually don't have a clue about how the server works or your site works etc.
I am going to be out of town and off line for a week . see ya when I get back.
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If a tree falls in the forest and nobody is there, does it make a sound?