Hi @Sasp16,
Welcome to the HP Support Community.
I'd be happy to help you!
Since you mentioned that, this case was escalated and spoke to CRT, I would also need a few details to look into this issue.
I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.
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Keep me posted. Thanks.
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