Hi MTDuser,
The configuration you describe could be a complex one, especially since you've gone through our troubleshooting steps but were unable to resolve the issue by following that guidance.
That being the case, the topic you've posted on the forum would likely be too in-depth to go into further here, so contacting Digi Tech Support as the guidance suggested would be the best way for us to help you look into this further.
The best way to contact us would start with registration of your product at the link below, after which we can continue working with you by creation of a Tech Support case:
https://www.digi.com/support/warranty
If possible, please provide detailed information about your use-case/configuration and the troubleshooting steps you've already taken in your email into Tech Support, so we won't re-do troubleshooting steps you've already performed while assisting you with getting to the bottom of this.