Tech support lady in India was clueless.
They usually are, in my experience. Tech support in general, that is, not just ladies in India.
She continued to be clueless today, and then finally escalated the ticket. It should not be this difficult.
But it is. Support people really are that clueless. I've worked at a number of IT companies though the years and all but one either had clueless tech support or no tech support, which both amount to the same thing.
The one exception had an excellent IT guy at our office, but the IT policy was rotten to the core, to the degree where I had to install a personal firewall to protect my computer from unwanted software pushes from the central organisation.