I submitted to technical support as you suggested. I am dumbfounded by the response.
I sent them two files. One file was one of the seven that I have saved on my hard drive. When I try to open these files, I get a brief "opening animation" and then nothing happens. The file I sent them of this type they referred to as my "master" file.
The other file was one that when I tried to open it I got a "cannot open file alert." This particular file I had downloaded from a cloud backup service to try and recover my lost work. I was able to open it, and I started redoing some of the work I had lost. After awhile, it started acting a little flaky. For example, the text associated with a Leader I had created stopped moving with the leader endpoint when I repositioned it. I quickly saved the file for fear of again losing my work. When I closed and then tried to reopen this file, I got the "cannot open file" alert.
The response I got from Shakrukh Asghar in technical support was the following:
"Your master file is working fine on our end. Other file is crashed. Please take a look at the attached video. Thanks"
So I went to the video thinking there was going to be some instruction as to how to repair or open my file. Instead the video briefly showed my master file open, with the mouse cursor moving around, basically demonstrating proof that it was working for them.
So, in summary, as far as I can tell, the tech support response is, "yep, the one file is crashed, sorry about it." And, "We are able to open your master file just fine, not sure what your problem is." So I now know that one of my files is apparently irretrievably damaged, and the other file works somewhere, in some environment, on some computer, with some operating system.
I am a home owner, not a Landscape Designer or other professional. Nevertheless, I have dozens of hours into my drawings and I cannot open the files. Is this Punch Software's best and final effort to solve my issue? If the new V21 software is more stable and would solve my issue, I would ask that I be provided a free upgrade to that version. If that won't solve the problem, I would request that some additional effort be made to get my files working.