If you get that answer from the support line, ask them to talk to me. (Jeff Boellaard just in case you get someone from not on the FIRST Support Team)
https://decibel.ni.com/content/docs/DOC-46515 This link has a direct line to the support group. The phones are open 1-7PM CST.
Greg is right about what the problem appears to be. It looks like something is taking place to install the software out of order and we need to determine why.