Dave,
Don't know the specific problem, but if the automated query system is failing you, you might try writing your question to [Email address suppressed for privacy]. I've found them slow to respond even in good times (a week is not unusual) and at this time of year (European holidays) it will probably be even longer. For instance, I have a followup question to them on a repair of mine that has gone unanswered since Aug 4!
good luck,
-Tom