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I had an issue with the exact same problem a few weeks ago. I opened a ticket, waited 5 or 6 days with no response, and then finally purchased a new laptop. However, I was lucky enough to have a leftover license available. It seriously took 6 days before I got a response, and the response was "we've been trying to reach you and haven't heard back, so we're closing the ticket. If you have further issues don't hesitate to open a new ticket."
I firmly believe they've put almost all,if not all, of their current resources into OOTP 20 and completely forgotten about OOTP 19 customers.
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