trust me – as this can be caused by multiple issues!
contact Technical Support directly
1-800-336-4474 option 4 then 1
or
https://support.clarivate.com/Endnote/s/technicalsupport?language=en_US
Best Regards,
(per Tony M.
RS
Clarivate Analytics
Product Specialist
Phone: +1 800 336 4474
clarivate.com)