Hi MarkD,
Have you created a web-support ticket? You can also contact support directly via the 800 line. I searched for your information in our internal support queue, and didn't notice an open "ticket" with support regarding your question. Your other thread indicates quite a few replies, I hope that has helped resolve your issue. If not, here are a few options to consider:
1. Follow this link for support options: http://www.symantec.com/business/support/overview.jsp?pid=54619
2. You can track your previous/future support tickets online here:
https://mysupport.symantec.com/
3. The forum/community is considered a peer-to-peer community, where users generally help other users. However, I do monitor the forums and escalate issues to support where and when appropriate. In these situations, if you provide as much detailed information about your issue as possible, I am generally able to find a KB article that can help, or provide a response from our support folks.
With respect to the other thread and information, the option to "skip offline files" is your best option. Let us know how it works out!
Best,
Eric