Hello, Gennie!
Thank you for contacting the Microsoft community.
After doing some research, we found that there is another thread open regarding the same matter. Please refer to that thread with the following URL:
With that said, we will proceed with the closure of this thread, but rest assured that we will continue looking into the situation you are currently experiencing.
Please note that, once this thread has been closed and locked, you will not be able to reply over this channel.
We are happy to give you the appropriate support with your case.
Best regards,