Thanks all, yes I just chatted with support.

Note that I had removed the old installation since I was led to believe that this would install cleanly, as what I had been told was that this would be the easiest way to resolve the original issue. Of course that may have lost something in translation.

There is no way that the 2018 version is running, it was de-activated AND removed.

But support thinks that it is some kind of activation loop related to the 2018 installation.

But it sounds like it is related to the ticket files.

I'm not going to be near the machine until next week, and then I'll work with support to try and get this resolved.