if you gave me unhelpful, im not sure why as I was only asking for clarification.....as far as the PS agent at CSR, they are not smart and their go to is to uninstall and reinstall. @Pikumadi your issue is exactly as was my own until i did this....

https://accountants-community.intuit.com/articles/1608926-uninstalling-a-federal-or-state-product

Also you ONLY need to uninstall/re-install ILLINOIS. Not the ENTIRE software.

Keep in mind I do not work for PS. I am a user like you and I am also an Illinois preparer but I am here to "try" and help others. Try this. There have been SEVERAL that have done this and they have prevailed. Some say this is not an exact article but you should be able to accomplish the end line goal. If it does not help you, I will post a few links for you to follow.