MPVI 3 resync failed

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I decided after a long time to take care of my car and when I tried to sync my MPVI 3, I managed to sync the device, but now when I try to sync, I get Resync failed and asks to write support for those. Has anyone encountered this problem? I use the original software, in the MPVI log the last line says that when connected to the machine, the protocol was not defined.. Which is why I actually synchronized my MPVI and updated the software to the latest version
I cannot open a ticket in support, because when you open a page with the creation of a ticket, nothing happens. I want to purchase credits for customization, but I am afraid of losing money due to such MPVI work.

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442841 my ticket.