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You will need to pursue this in your support ticket.  Also, please clarify to them whether you have Endpoint Protection (new program) or Endpoint Security (older program).  They are completely separate entities, and I bring that to your attention based on your last reply.  The names of our products are very similar and unless you have been with us for a while, you may not be aware of that.  The Support person you are working with is also new (I believe).

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