not seeing events from one user

not seeing events from one user

We have 7 users. We all share our calendars with each other. I do not see one user's calendar on my calendar. 
I am subscribed in settings.  The box is checked to view the calendar. 
We have removed and added the sharing.  We have our calendars shared to our group, to which I belong and see everyone else's calendars.  We have even tried adding a share specifically for me.  

The address that I'm subscribed to for this user has the exact same Calendar ID under the "other > calendars > details" as other people in the office see for this user.  So, it's the same calendar.  

Side question: Is there an official support ticket system to ask for help, or better yet an email or chat method like for CRM? 

Thank you.
Kevin

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