We are unable to complete your request at this time.

I had a support session during the weekend to deal with a malfunctioning pencil and needed to continue that session today. All day I've been seeing this message:

We are unable to complete your request at this time. Please try again or come back later.

b66a5109-2940-447f-af0d-440b618b635e

Does anyone have an idea what's going on? Thanks!

Note: The device in question is an iPad Pro 12.9-inch, FOURTH Gen, Wi-Fi, but that's not in the drop-down list.