OP does not seem to be "having difficulty". That sounds a bit passive-aggressive, like if OP was a grandma having difficulties with her computer due to age. OP jumped through a lot of hoops and done a solid investigation without much issues. It is clear that it is the system that is having difficulty, or just not doing what it's supposed to do.

(The "sorry" further makes it sound more like talking down. Have you noticed how in a hierarchy the bosses are the ones usually saying "thank you" and "sorry"?)

The correct phrasing is "it is clear to me our system is broken [for you], let me …".

Edited to address the "sorry", it is easy to slip it in without thinking. I'm sure CF rep here did not use that phrasing intentionally either.