Use this SR to request for a screenshot of the error message user is receiving.

Thank you for contacting Live Support!

We apologize for the error message you are receiving. Would you be able to provide us with a screenshot showing the error message you received? 

You may take a screenshot by doing the following:

For Mac:

1. To take a screenshot, press and hold these three keys together: Shift, Command, and 3.

2. If you see a thumbnail in the corner of your screen, click it to edit the screenshot. Or wait for the screenshot to save to your desktop.

For Windows:

1. Press the Windows key + PrtScn.

2. This saves the entire screen as an image file. You can find it in the "Pictures" folder, in a sub-folder called "Screenshots."

Looking forward to your response and receiving the screenshot. Have an excellent day!

Sincerely,