When attempting to run ios diagnostics, I get "ticket was not found". I don't see a way to proceed without figuring out how to run diagnostics.

I've tried to contact support, but they want me to run ios diagnostics. I have tried numerous times, but I always get an error "...ticket was not found". Then I can't continue past that point. The actual issue I'm trying to address is that the screen on my iPhone5 is bowing outward and has separated from the body on side.