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This is an issue that would be best solved by creating a case in your Company's Support Group within the Jive Community - Doing so will allow a Support Engineer to be able to troubleshoot this issue with you directly. Support discussions, like this, are not monitored by Jive and are not covered under our SLA. However, cases in your Support Community are.
Let me know if you have any questions.
i will do as you say, thanks!