That is not the normal behaviour. Can you tell us the DAW (and version)? Otherwise we would only be guessing.
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As this is primarily a user to user forum, someone-else may chime in [#]. Meanwhile, the best thing to do is
check the FAQs, via here. If they do not resolve the issue, there is a link to the Technical Support form, for some one to one investigation and help. Response time is usually within 2 working days (US (East Coast) Business hours, generally), but in the current circumstances please allow some more time.
[#] But please remember that the same symptoms do not necessarily mean the same problem.