I too, did a test like you and can't duplicate the problem, making me wonder if it is a "size of model" thing. I have asked my client to FTP the models to me to test "here at my house". Will let ya know what I discover from that. From what they describe, they lost everthing...and oddly, the panels will not re-host nor allow them to re-circuit to the same panels and they have to put new ones in.
