@ZackE 

1) The instructions and screenshots you provided appear to be for the Window's version and do not apply to the Mac version. Please provide only Mac instructions in this thread.

2) The investigation number you provided, INV-57795, as for the same issue but last year. I was told that the investigation number is now INV-71218. Please clarify which is correct.

3) The service has been down over a week. Can we get an update? Can it be escalated?