In my case they shut the tickets down when I complained and said I was considering sending it back. I had four open tickets. In the case of windows, I was told it was the virus checker even though it was disabled. They offrred to tunnel into my win 10 machine, which i was not going to permit on secuity grounds. With Linux I was told to watch the installation video on YouTube which I followed the steps and it still did not work. I tried windows 7, 10, and Ubuntu 20.4.and also tried virtual machines
I too gave up and sent the unit back.