Thanks for your interest in Zephyr.In order to help you fix this issue we would like one of support engineers work closely with you as it may involve troubleshooting the issue over a screen share session.
We would suggest for faster resolutions on cases like these please contact our Zephyr support team (24 X 5) by raising a ticket with them.Login to our support site "https://support.getzephyr.com/hc/en-us" using the same credentials you used to post your query here and use the option "Submit a case" to raise a ticket with us and one of our engineers would contact you immediately
If you have any issues in raising a ticket with us , kindly let us know your official email id and we will raise it on your behalf
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