I did contact their tech support people. After going through a few different contacts, they've told me to upload one of the site files so they can examine it. I

I did contact their tech support people. After going through a few different contacts, they've told me to upload one of the site files so they can examine it. I'm still waiting for a response on it. I guess I'm a little confused about why I need to upload a file... It surprises me that they can't just hit the site and diagnose what is happening on their end.