When you call into Technical Support keep in mind that almost all the Engineers, Consultants in Canada, have the ability to use Adobe Connect. This allows you to share your screen and show us your issue first hand. I use my meeting room all the time and it always surprises customers how easy to it is to use. It requires no install beyond a small plugin for sharing your screen.
Since Connect used the Flash Player in your browser we seldom have any connectivity issues.
Just something to keep in mind if you ever need Support.