ClearPass VM image download stuck "under review" for 4+ hours - licenses already entitled

Hi all, When I try to download the VM image (CPPM-VM-x86_64-6.12.0.300732-ARUBA-ESX-ovf.zip) from the Networking Support Portal, I get a message saying the download request is “being reviewed” with a stated wait of up to 4 hours. It’s been well beyond that and the download still isn’t available. The support chatbot/virtual assistant also isn’t connecting me to a live agent, so I opened a formal case through Case Management (case #5390025959), but I haven’t had a response yet.