I submitted a trouble tickent only to receive an email stating that due to lack of communication, they were going to close my ticket out.
They have those tickets set up to auto-close. When you get one of those emails you just need to reply to it to open the ticket back up. You may or may not go through that loop more than once, just keep replying to it each time. It may take a little patience but they do seem to work their way through things. Every time you send them an email otherwise though it resets you in their queue, so you don't want to just send them an email every day.
I'm afraid I can't help you with Sound Packager though, other than to say my experience with it on XP was that it required a logon with full Admin privileges.
