Hi there, TJ! We're sorry to hear you're experiencing this issue. It sounds like you are on the right track to getting this resolved. If you need any further assistance, or have any other questions, we would be happy to help. You can reference ticket number 1144109877, and reach out to us directly through Facebook Messenger: http://m.me/samsungsupport; or Twitter: https://twitter.com/messages/compose?recipient_id=18768513. ^Jecca