It is or was the weekend so the backlog of requests of help has probably overwhelmed them temporarily. But that's to be expected on a weekend. (since they don't work weekends!) They are very good ... but the forums are sometimes faster. But the forum help is sometimes hit & miss. But we do what we can to help according to our experience & others advice.

If you have LW pro 4.9 & 10 then I can't offer alternatives. Wait & see is perhaps a good idea. LW behaves differently on each person's pc. So there's not always one single answer.