Best way is to send an email to your regional support office. Depending on the email load it can be a few days for a response. So if you would prefer not to wait for a response, then I recommend you give us a call. The wait time is generally less than 5 minutes.
The problem you are describing is odd. The boards will play from either source or program window, it is dictated by which window was focused last. I'm sure you've checked that already. So i'd have to set up the test here in our lab.