Just after I hit "send" on the above posting, you guessed it, I had a call from MSQ customer service. A lovely and helpful young woman named Kim told me they are very far behind and just now getting to calls left on 12/11. She was able to help with my problem, all is well, and thanks to Dingle for info on their forum. I knew something had to be wrong. MSQ is reliable and didn't reach such heights of popularity with poor customer service.