That doesn't seem normal to me, although I know they have been doing a lot of traveling. I would call them in the morning 1-800-766-8762 (this may be the order number, but you can try it). Or, you can enter a support request at http://support.roots...in/Default.aspx.
When I got home from work, today, there was an answer from Bruce. Apparently the answer on the Customer Support site was made, but either it got lost or I didn't know how to access it.
Now all is well and I can get back to my genealogy.
Thanks again for your swift response to my post.